CTAs: Allow ability to set CTA Reason at Playbook level
In most cases, when a CTA gets created using a defined playbook, we have a specific Reason we want to define for that CTA. This includes when a CSM manually creates a CTA and attaches a playbook.
We have some issues where CSMs select the wrong CTA Reason when creating a new CTA and assigning a playbook and this throws off our reporting. It would be helpful to be able to pre-determine a reason code at the playbook level so that when the CSM creates a CTA it automatically inherits the reason code. There could be an override capability, with a prompt that says something like "You are overriding the pre-defined Reason for this CTA. Do you wish to continue?"
Perhaps the "Attach playbook" should be moved up earlier in the creation process so as to accomodate an inherited Reason.
We have some issues where CSMs select the wrong CTA Reason when creating a new CTA and assigning a playbook and this throws off our reporting. It would be helpful to be able to pre-determine a reason code at the playbook level so that when the CSM creates a CTA it automatically inherits the reason code. There could be an override capability, with a prompt that says something like "You are overriding the pre-defined Reason for this CTA. Do you wish to continue?"
Perhaps the "Attach playbook" should be moved up earlier in the creation process so as to accomodate an inherited Reason.