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?
Best answer by dan_ahrens
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.