Removing Email Addresses from Active Advanced Outreach

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  • Idea
  • Updated 10 months ago
  • Under Consideration
We currently leverage Hubspot for customer lifecycle comms. With the most recent release of "Advanced Outreaches", we want to move these emails into Gainsight.

Somewhere along the line, I remember being told we could removed "canceled customers" from campaigns if they canceled in the middle.

How do we accomplish this? We want customers to be enrolled in the campaign at signup, but if their account is canceled during the duration of the AO, we want them to not continue through.

It would be something like this:
Customers meet initial requirements for the outreach, but must maintain an active status to continue receiving the emails.
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Lane H, Employee

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Posted 1 year ago

  • 8
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Tom Gerth, Employee

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A bit of extra context as well:

The "KnockOff" feature that was release in v5.9 half-way addresses this BUT it does not provide an automated solution to this request, which is ideally what we'd love to see here.
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Abhishek Sivaraman, Senior Product Manager

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Thanks for sharing this use case.

We are thinking of addressing this use case by introducing a notion of "Check Field" in the context of an outreach. As part of the advanced outreach , you will be able to check a field(by creating a query) and decide to drop the participants or even take other steps within the context of the journey.

For example - 

a. If Account is Inactive , drop the participants who are associated with the account from the journey.
b. If Account is Active and Usage of the participant is greater than x logins , the send Email X.

Does this help your use case?

Abhishek S
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Adam Ziolkowski

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Another potential use case:

I am creating an email chain of reminders asking participants to schedule a call.  Once the participant schedules a call, I would like to remove them from receiving future emails in the advanced outreach.

The indicator to remove a participant is the status of the case associated to the contact in SalesForce.  I currently have a powerlist reading from an MDA table which associates contact information to Case information.  It would be great if I could check to see which participants no longer meet the criteria and automatically remove them from the recipients list.