Send email based on Activity Type - Is it doable?

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Our CSMs load, among other activities, Production Roll-Out activities which are used by the Support Team to know when a specific customer will be having an event in the production environment that might be good to be aware and respond accordingly or have the right type of resources available during their change window. These activities have a start date and time and end date and time.

We would like to be able to notify via email to our internal Support Managers 15, 5, 2 and 1 days before the event occurs so that they are aware. Can we do this within GainSight? Any ideas on how we can achieve this?

Thanks!
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Marcelo, Champion

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Posted 7 months ago

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Karl Rumelhart, Official Rep

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Thanks for the post.  Most likely the answer is 'Yes' but I am curious about a couple details.  When you say 'load activities'  Are you are referring to Timeline Activities and want emails to go out whenever a particular type of Activity (in the sense of custom Activity Types) is posted?  You refer to sending things our *before* the event.  How is the date of the event captured?  Finally, is it the same list of people who should get notified every time or does it depend on the customer or something like that?  
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Marcelo, Champion

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Thanks Karl for checking in on this! To answer your questions:
1) Yes, the activities I'm referring to are timeline activities
2) No need to send out a notification when the activity is created or posted. We would like to send notifications at certain time intervals before the event (15, 5, 2 and 1 day before).
3) The date is entered in the activity in a date time field.
4) The recipients of the email will always be the same list of people or a distribution list.

Thanks!
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Dan Ahrens, Official Rep

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Marcelo, you can use Advanced Outreaches and a Bionic Query to look for Timeline Activities where the designated field you mention has the event date set by the CSM for 15, 5, 2 or 1 days in the future (in this specific scenario you'd have 4 different outreaches, one for each time based notification). Then based on that list, send the notification email to your recipient list. Schedule the outreach to run daily and you should be all set. 
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Karl Rumelhart, Official Rep

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Right on.  Another option, instead of having four outreaches, would be to have one Advanced Outreach that starts 15 days out and then has a chain of emails with Wait steps between them of 10, 3 and 1 day.  A fancy new option that will be available with the upcoming release would be to make those Wait steps more sophisticated where you can check on a field and potentially change course -- e.g. if client goes into code red then you may want to stop sending the email chain or take some different actions. 
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Marcelo, Champion

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Thank you guys! I'll check this options in my dev environment to see how it works out. Based on the fact that the activities could be logged for any number of customers on completely different days, I think Dan's option would be the one that would fit my needs, but I'm not that experienced (if at all) with advanced outreach, so I'll have to play around with this to figure out how it works. Thanks!