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We have a use case for Success Plans where we would like Objective 1 of the SP to be manually done by the CSM. Then Objective 2 triggers a JO Program -- in this case Objective 2 is an email campaign trying to get a hold of previously non-responsive customers. Finally, Objective 2 is completed and the CSM manually works on Objective 3.

The trouble we’re finding is when we set up an email campaign in JO, there is not currently a way to stop the program for users who have responded to our email. The only options available are if the link has been opened or the email has been opened. 

If we could have the program stop for email responses, then move to Objective 3, that would save us from having to go outside of Gainsight to accomplish this task.

I’d love for this to be built-in but I’m not sure how that could work as I don’t know how JO could track a response to the spoofed email. 

However, with some standardization across your CSMs in the way they log timeline entries, I think you could create a conditional wait between your email steps that would look for timeline entries that would match the following example criteria:

  • Timeline entry type equals Email
  • Timeline entry subject contains “Re: Original_Email_Subject_Line” (although the Re: may not look like a Re: in some regions
  • External recipient email address equals Recipient email address 

And you’d end the outreach upon this condition becoming true just like you do it for email opened/link clicked. I’ve not fully tested this hypothesis, but I’ve had this in mind for a while as I’m having the same challenges as you in that area. 

Let me know what you think/if you test it. I’ll post my own results here when I get to testing that in our environment. 

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