Skip to main content
andrea_weisz_171687
andrea_weisz_171687
Contributor ⭐️⭐️⭐️
June 23, 2017

Reccuring/Real time CTAs

  • June 23, 2017
  • 7 replies
  • 89 views
Today, we run CTAs 3 times for things we want our CSMs to be on top of more frequently (NPS detractor score, a health score dropping, etc.). However, sometimes this results in the same CTA being created over and over despite our "unique rules." This is happening when the CSM closes the first CTA before the next rule runs. What are the plans for real time recurring CTAs that are not 3 separate rules? 

Additionally, I know you have a manual "set to recurring" button in Cockpit, but are their plans to add this to a rule? Example, I create a rule and I want it to run every 90 days after close (like a performance review). Today I get around this by creating that CTA + 90, + 180, + 360 but that doesn't scale past a couple years.

      7 replies

      spencer_engel
      spencer_engel
      Expert ⭐️
      June 23, 2017
      Hi Andrea - I think the root of your issue is that you want to be able to customize rule schedules more so than we are currently able to (right now you can only do daily, weekly, monthly, yearly). If so, I completely agree with you! I encourage you to vote and follow this community post: https://community.gainsight.com/gainsight/topics/rule-scheduling-should-be-more-configurable-e-g-qua...
      seth
      seth
      Expert ⭐️
      June 23, 2017
      Andrea, have you tried leveraging the "Create CTA once in ____" feature? You can find documentation here: https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/11_...

      As far as the recurring: I know a customer who's had success setting up a custom field on the Account (or Customer Info object) to indicate "month number that this customer started". Then you only need to build one Rule that generates the CTA for all customers who started in that month, regardless of what year they started. In fact, you don't even need a Rule for each month, since, if there's a 90-day recurring CTA, then customers who started in January, April, July, or October are all on the same cycle.
      AI Transformation @ Gainsight
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        June 23, 2017
        This post right here ^^^ is the reason why Seth is a Champion!

        "Create CTA once in ___ " is perfect here. 
        VP of Customer Success at Forcepoint
          andrea_weisz_171687
          andrea_weisz_171687Author
          Contributor ⭐️⭐️⭐️
          June 23, 2017
          Hi guys! appreciate the suggestions. So we use the "once in a ___" for almost every CTA. The issue here is that I have 3 of the same CTAs running over different time periods, lets say 8 am, 1 pm, 5 pm. If one of my CSMs closes the CTA before the next one runs, the system does not pick up the "Once in a lifetime" and re-creates the CTA. 
          dan_ahrens
          dan_ahrens
          Expert ⭐️⭐️⭐️
          June 23, 2017
          Hi Andrea. Is there a specific reason for the time gaps in those rules? Unless there are data update dependencies that require spacing them out, I'd recommend running them all together.

          And especially if you're running into a race condition where human interaction is happening before the next series of system updates. 
          VP of Customer Success at Forcepoint
          andrea_weisz_171687
          andrea_weisz_171687Author
          Contributor ⭐️⭐️⭐️
          June 23, 2017
          What does this recurring checkbox do?

          https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/Admin_Configuration/Con...
          alex_legay
          alex_legay
          Helper ⭐️⭐️⭐️
          June 26, 2017
          To anyone wondering,

          The reason why the CTA once in x days does not work in this specific case is because the identifiers for the CTAs used for the verification are
          1. Rule ID
          2. Account ID
          3. Action ID

          Since there are 3 different rules the CTAs did not pass the identifier check so it creates a new CTA for each rule.
            Terms & ConditionsAccessibility statement