Keeping a log of which customers/users have been sent comms via Journey Orchestrator
None
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
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
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We built a report off of the Email Logs object in MDA and attached it as a C360 section.
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.
Thanks for the quick reply.
I thought maybe if I used the BCC email to timeline email address combined with “email copy” feature on the JO email step that would work - but it didn’t.
What does the Email Copy actually do? I thought it would send a version of the email to that address, and ergo end up on the timeline?
TLDR we really want to have the option (i.e turn on/off per email step) for pushing JO emails to timeline, as this gives the CSM’s full visibility over what is being sent to their clients, having a separate table is not a great solution it should be that the timeline holds all touchpoints (particularly as we push the CSM’s to use email assist extension)
+1 to this idea! CSMs want to get visibility on what is being sent to their customers via JO.
+10000000000000000000000000000000000000000000000000000 to this idea!
We should be able to see all touch-points our customers are getting, even if you were to create JO emails tab next to Timeline.
We are heavily depending on digital onboarding of our small customers AND life-cycle touch-points, and our AM Team cannot easily see which a particular customer is getting.
Could I ask why the team decided not to develop this facility?
Thanks
Made this a product idea for CS.@katerina_nemcova and everyone pl vote.
+1000
CSM definitely want to see the emails being logged to timeline especially the one that are being sent on their behalf
+@PavanCh for consideration.