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Hi friends,



Hoping someone has some ideas on how to solve my issue.



Background: We have an email program running that fires emails to customers starting at Day 3 of their contract and comes from the CSM. So, for my source, I'm using Query Builder, and looking for contracts that started 3 days ago. Then, I have waits before the next email and so on.



Problem: With the Query Builder, I'm pulling in the CSM to be the sender. That works fine for the first few emails, but what I'm running into is that the CSM can potentially change while the customer is in the program, and the emails continue to come from the CSM that was pulled when the participant entered.



Does anyone have any suggestions on how to update that CSM? Maybe I'm just missing something obvious. :)



The only things I can think to do to resolve are:



1. Have a separate program for each email so that the CSM is always correct.



2. Have the email come from a generic email instead (The VP doesn't want to do this)



3. I tried to build a conditional wait to remove any participants where the current CSM doesn't match the original one, but couldn't get it to work, and it's not ideal because I don't really want to remove participants.


Hi @heather_hansen



We have a similiar program for renewals - at a Conditional Wait, it checks to see if the owner changed (calculated field). If it didn't, participant continutes. If it did, participants goes to an alternate path and receives an email where the sender email is a generic account. It doesn't happen often, but it ensures that they are receiving some notification reminder.


John's right on (as usual). Here's the relevant documentation: https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email/Programs/Programs%3A_Conditional_Wait#Event_Based_Conditions


Thank you both! That seems like the best approach to take. I appreciate it!


Hi @heather_hansen - just wanted to follow up and close the loop here. I did some more research on this one, and it turns out you can’t change designated participant fields via calculated fields. Here is the relevant community post regarding this enhancement request if you’d like to upvote it.
 https://community.gainsight.com/jo-email-notifications-10/programs-designate-participant-fields-to-be-updated-if-changed-e-g-csm-32739

Thanks, @spencer_engel!  I appreciate all your help!

Hi,

 

We are also planning to give the capability to add calculated fields as recipients. Once this is available, then latest data (in this case, CSM) will be pulled in each email step. ETA to be decided.

 

Thanks,

Nitisha

@nitisha_rathi Thanks!  I’ll definitely keep an eye out for that!

Hi @heather_hansen, turns out I already did make a community post about ending an outreach after a positive conditional wait: https://community.gainsight.com/jo-email-notifications-10/allow-more-flexibility-in-email-chain-program-34931

@spencer_engel And I already liked it.  Ha.  Thanks for your help!  Sometimes I just need to talk it through with someone.

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