Old comments never overwrite new ones

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  • Problem
  • Updated 5 months ago
  • In Progress
Everytime I add comments from a rule for a CTA. The old and new comments blend together and just continue to tack on. It doesn't seem to be specific comments to the CTA, but rather the account. 

I am not sure if this is my error or how this is supposed to behave. If this is how it is supposed to behave, then it makes using the comments field pretty impossible when these notes just continue to be added on. We won't be able to use this as we would like to. 
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Ky Powell, Champion

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Posted 6 months ago

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Hitesh Sharma, Employee

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Hi,

This is the expected behaviour of Rules. The reason being, there can be a case were a CSM has entered some comments manually and we don't want to delete them.

you can set 'Post update to comments' to Once, which will not append the Comments if a CTA is updated.


Let me know if this helps.

Regards,
Hitesh
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Ky Powell, Champion

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Thanks Hitesh. How does this work if I have different CTA's that update comments. Right now, I always have the post update to comments "Always". And right now the comments section just keeps building more and more for each different CTA fired for the same account. Which will make the comments section become cluttered with old comments. If I do post update to comment "once", how exactly will this behave across different CTA's being fired for the same accounts. 
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Hitesh Sharma, Employee

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Hi,

If 'Once' is selected in Post Update to Comments, then it will add the comment only when a new CTA is created, if an existing CTA is being updated(either created manually or via rules), it will not append the comments.

This setting is per Rule Action level, so if multiple CTAs are being fired upon for same account, then for newly created CTAs we will have comments and for the CTAs that gets Updated there will be no comments.

Let me know if you have any further question.

Regards,
Hitesh