Send Notifications to End Users

​@HollySimmons – have you looked into using the Slack action in dynamic JO? We haven’t actually leveraged it in any of our programs yet (just barely started using dynamic JO, and still defaulting to advanced JO if a quick program is needed), but I configured the connection a few weeks ago so I’d be able to add that action to a program if the need arises, and had Gemini suggest some use cases for our internal enablement JOs.

We also try to limit our usage of CTAs (we’re not anywhere close to the limit), we just want to prevent CTA overload for our teams, and sending notifications that are visible not just to the CSM responsible, but their team as well, would help in cases where a CSM is OOO so nothing is missed.

The main limitation/issue I can see here is that those Slack actions cannot be added (from my understanding) to private channels – only public Slack channels are available to be selected when configuring the action in the JO.

Some use cases we’re thinking of are product utilization or “external email CTA not actioned” notifications, but they could also be very useful for more proactive notifications (ex: renewal heads up messages), win announcements, etc.

We use External Actions to send channel messages via rules (you can do public channels, private channels and DMs), but it would be nice to have the option to keep things in-app as opposed to having to use Slack as the notification channel (and not needing to know/maintain peoples/channel slack IDs)...

​@HollySimmons We recently reviewed the efficacy of our automated CTAs and found that a few of them were not effective as a CTA, so we moved them to a JO program instead and link to a dashboard to provide more details. We realized that those CTAs we decommissioned did not have any playbook attached and were not a true “call to action” -- they were really just serving as an “FYI” for the CSMs. 

Basically, the JO program uses the same / similar query and filter criteria as the rule did that generated the CTA, and we use the email template to outline the purpose of the email… i.e. “Dear CSM, please use this dashboard to view and take action on your accounts that [XYZ]”.

The benefits with this approach are:

1. We removed a few previously active CTAs that were not effective, therefore reducing noise and helping make our CSMs more effective
2. We’re able to send this email program once a month since it’s not technically action driven, more-so an FYI, allowing CSMs to do what they need to do when they have the time to do it
3. We link a dashboard within the email, allowing CSMs to self serve

I hope this helps! 

Thanks for sharing! I like the approach to minimize CTAs + keeping all within GS while giving the end users a nudge