Keeping a log of which customers/users have been sent comms via Journey Orchestrator

  • 1
  • Question
  • Updated 1 week ago

Hello,

We are just about ready to start utilizing Journey Orchestrator, starting with a handful of usecases e.g. getting in touch customers who have not logged into our product for X days and sending focused training material to a specific customer group.

One thing I have not been able to establish though is where in C/R360s can I see which Program & Outreach comms went out to which contacts - I've found posts on here saying this ought to appear in Timeline as well as SFDC - I see the SFDC set up in JO but would like for our CSMs to be able to see this in Timeline also as we use TL rather than SFDC. 
I've sent a couple of Advanced outreach to selected contacts but none of these have been logged in Timeline. Can you advise please on how to set this up?
Thanks

Katerina 
Photo of Katerina Nemcova

Katerina Nemcova

  • 678 Points 500 badge 2x thumb

Posted 1 week ago

  • 1
Photo of Jeff Kirkpatrick

Jeff Kirkpatrick, Champion

  • 26,596 Points 20k badge 2x thumb
I don't believe these show up on Timeline today - perhaps that is a roadmap item. 

We built a report off of the Email Logs object in MDA and attached it as a C360 section.
Photo of Dan Ahrens

Dan Ahrens, Official Rep

  • 25,920 Points 20k badge 2x thumb
Hi Katerina, 
Emails sent via Journey Orchestrator do not appear in Timeline, but emails sent via Email Assist do. The original intent was to retain the "human touch" aspect of Timeline entries. Recently we've seen more interest with some companies looking to add "tech touch" entries to Timeline as well, so we're adding the ability to include both human and tech touch activities in Timeline to our feature roadmap.
Photo of Katerina Nemcova

Katerina Nemcova

  • 678 Points 500 badge 2x thumb
Thanks - I guess I was getting confused by people mentioning 
Photo of Katerina Nemcova

Katerina Nemcova

  • 678 Points 500 badge 2x thumb
Thanks - I guess I was getting confused by people mentioning the ability to see this in C360s - guess they may have this set up as per Jeff's suggestion. We'll try that too - definitely need a good way to view who has been sent what via Journey Orchestrator. 

Thanks for the quick reply. 

Photo of Sagan Sherlin

Sagan Sherlin, Champion

  • 4,784 Points 4k badge 2x thumb
We did the same thing, building a Report off "Email Logs" and then created as Dashboard around that.  There is a delay - so if you're looking at the JO and then trying to match to your report.  You're going to be off a few areas until they sync up again.  But it's great to keep track of what's gone out - and additional information that might be order to get if just using JO.
Photo of Jeff Kirkpatrick

Jeff Kirkpatrick, Champion

  • 26,596 Points 20k badge 2x thumb
Also if you need the CSM to show up in the Email Logs table, you'll have to have the fields created within Email Logs and create a rule that updates it.