Report on JO Contacts that were either CCed or added as "Email A Copy"
Use case: Created a CSAT JO Program for our Customers who use an Outsourced Implementation Partner. Since the Program Template is Non-Operational, we cannot CC. We do, however have the “Outsourced Implementation Consultant Email Address” in our taxonomy. I tokenized and mapped the Outsourced Consultant Email and built the Program. Upon activating, our Consultants are telling us they are not receiving a copy of the email. In the Program Activity, the Consultant’s email address is showing. But, I’m not finding any fields in AO Emails, Email Logs V1 or Email Logs V2 objects when building a Report Builder Report to QA whether or not the Consultant actually received the email.
Is there a way to report on email addresses that were part of the “Email A Copy” functionality in Journey Orchestrator? I’d like to see it in Report Builder vs just what’s shown in the Program Activity widget.
Thanks!
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This would be fantastic. We’ve got a few programs running where various account owners are copied, and it would definitely make things easier to be able to view a report of those recipients without having to investigate from the participant list.
Trevor @trevorthomasbye, sounds like a great work around. Let’s see if we can get some experienced admin ideas here to help get you across the finish line.
On Reporting, you might get some information off the AO Participants object. Because you’ve used a dynamic value that you eventually plant in the Copy Email To step, that email address thus should be in your AO Participants object. If you put the value into a Standard field, then you’ll find that field by name in the AO Participants object. That’s only going to give you reporting on who was supposed to be on the Copy line; you’ll still be in the dark on delivery, open, etc.
I do wonder, though I don’t know, if JO emails containing Surveys are restricted from the “Copy Email To” feature set, to avoid the “Copy Email To” individual from actually completing the survey within.
@matthew_lind Thanks for the tip! Unless I did something incorrectly, the report I built off AO Participants didn’t include the email that is shown in the actual JO Program Activity Widget. :(
Here’s an illustration of what you might look at.
In the Participant sources, we grabbed a Billing Contact Email and mapped it to the Manager Email Address standard field.
In the Send Email step, we put that Manager Email Address field into the Email Copy To area.
So I can create a report on the AO Participants object, with Recipient Email Address representing the To: and Manager Email Address representing the copied recipient.
To my knowledge Email Logs and Email Logs v2 doesn’t trap anything for the address on the Email Copy To line. Though I’d love my fellow experts to prove me wrong.
(By the way, I’m not big on the design here, so focus less on design and more on fields; I inherited this one and this is one of several reasons it’s STOPped.)
@matthew_lind Thanks! That’s what I elected to do moving forward. I’d love it if Gainsight could show the CC/BCC/Copied Recipients in a data object. Fingers crossed!
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