Helper ⭐️⭐️

Determine if CTA should be opened based on last time one was opened

Forum|Forum|10 years ago
June 16, 2016
10 replies
63 views

It would be awesome if we had a a checkbox or picklist on the "Call to Action" action in the rules engine where we could say "Don't create this CTA if one was created in last (X) days". This would be similar to how the JO email feature works, with the 30/60/90/Lifetime selector.

I have a few customers who see the CTA come in, but there is nothing they can do to action on it and want to close it. But closing it doesn't change the underlying data, so the CTA comes back the next day. They'd like to reevaluate the next potential CTA after X days.

I can do this by adding a date field or something to Salesforce, but we'd have to do that for every CTA type, which isn't really manageable.

sean_wilson

Contributor ⭐️⭐️

I would love this. We have many scenarios where a CTA can be resolved without the underlying data changing; we want to have our reps check in periodically on these accounts, but don't want them to have to keep the CTA open or to have to close it every time we run the rule. We're going with data triggers but as the # of CTAs we run grows, this will become unwieldy at best.

kristin_f3c469

Contributor ⭐️⭐️⭐️⭐️⭐️

Totally agree, especially when the CTA has to do with adoption/usage data that may not be urgent, and could take some time for the underlying data to be resolved, for example the processing of a renewal order form.

nitisha_rathi

Expert ⭐️⭐️

Hi,

This is already in our short term roadmap. I will keep you updated about exact ETA.

Thanks,
Nitisha

sean_wilson

Contributor ⭐️⭐️

Fantastic to hear. Thanks, Nitisha!

scott_superko

Helper ⭐️

Sean - I feel your pain. We use the Snooze function so the CSM can dismiss a CTA for X amount of time without closing it.

A nice thing about this is you have control over Snooze reasons so you can capture and bucket what situations arise. My only grip with Snooze is they don't time stamp when that CTA is moved to a snoozed status.

darkknight

Expert ⭐️

Jeff Kirkpatrick

sean_wilson

Contributor ⭐️⭐️

We ended up solving this by creating fields that track the last date a CTA with a specific playbook was created, and then data triggers that update this field every time a CTA is created. We then use this date as a filter in the rules engine. We don't have too many CTAs that require this so it is manageable right now.

osha_kondori_8ae084

Contributor ⭐️⭐️

Awesome to hear, this is a big one for us too.. Is there an estimate of what "short term roadmap" means?

nitisha_rathi

Expert ⭐️⭐️

Hi Osha,

Most likely, this enhancement will be a part of Winter release.

Thanks,
Nitisha