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Link Tracking and Outcomes in Advanced JO

  • September 23, 2024
  • 6 replies
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I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  

Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

Best answer by Jagari Das

Hi Jen,

The system does not support tracking both 'Link Clicked' and 'Opened' outcomes simultaneously when link tracking is enabled.To address the issue of tracking both link clicks and email opens in Advanced Journey Orchestrator (JO), you can implement this workaround.

  1. You can add an 'Evaluate' step to the 'Link Not Clicked' branch after the email step.
  2. In this 'Evaluate' step, select 'Previous Step' and choose the email step to determine if the email was opened.

This would allow you to track link clicks while also conditionally checking for email opens.

Please note that this is a workaround and may not offer the same level of reporting precision as direct tracking of email opens.

 

Placing this screenshot for you to refer - 

 

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  • Jagari Das
  • Gainsight Community Moderator
  • 56 replies
  • Answer
  • October 3, 2024

Hi Jen,

The system does not support tracking both 'Link Clicked' and 'Opened' outcomes simultaneously when link tracking is enabled.To address the issue of tracking both link clicks and email opens in Advanced Journey Orchestrator (JO), you can implement this workaround.

  1. You can add an 'Evaluate' step to the 'Link Not Clicked' branch after the email step.
  2. In this 'Evaluate' step, select 'Previous Step' and choose the email step to determine if the email was opened.

This would allow you to track link clicks while also conditionally checking for email opens.

Please note that this is a workaround and may not offer the same level of reporting precision as direct tracking of email opens.

 

Placing this screenshot for you to refer - 

 

Jagari | Client Outcomes Manager, Gainsight
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  • jenherms
  • Author
  • Contributor ⭐️
  • 1 reply
  • October 7, 2024

Thanks @Jagari Das. Do you know if there are any plans to support both? There are cases where we want to track the overall link click metrics for a program, but not necessarily trigger an outcome from a click.  

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  • Jagari Das
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  • 56 replies
  • October 22, 2024
jenherms wrote:

Thanks @Jagari Das. Do you know if there are any plans to support both? There are cases where we want to track the overall link click metrics for a program, but not necessarily trigger an outcome from a click.  

Currently, there is no available information on future plans to support the tracking of overall link click metrics for a program without triggering an outcome from those clicks. You may reach out to the CSM to raise a product request on this.

 

To stay informed about the latest product enhancements, please check the Gainsight product updates or reach out to Gainsight support directly.

Jagari | Client Outcomes Manager, Gainsight
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  • Deepthi Gajjala
  • Contributor ⭐️⭐️
  • 4 replies
  • November 4, 2024

Hi Team,

With the new enhancement on dynamic programs , conditional wait for the previous email is opened/not opened is missing. 

Link outcomes is included in every step of email but we need to have the link in email and we need to enter the each link if there are multiple links are used in email.

It may be not necessary that every user would open the link of each email as they made the headlines or email content in this case link outcomes may not work.

Instead of this can we have simple step like previous version where each user is evaluated whether he opened the email or not , if not opened we would be sending reminder email for the user.

@marcos.beinder 

 

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  • marcos.beinder
  • Contributor ⭐️⭐️⭐️
  • 12 replies
  • November 4, 2024

@ahelminski & @pgeorge Hi Alex and Preethi, raising this for your visibility as it is a blocker for us to use Advanced Programs. Let's discuss in our next product review please.

 

 

ajprince
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  • ajprince
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  • 34 replies
  • February 26, 2025

This is yet another snag we’ve ran into trying to use the new Advanced program. The new functionality of the Horizon programs introduces many new features, but also regresses in others, and introduces far too many new bugs as well. Hope this feature can be looked at soon in JO programs!

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