We have identified a need to “group” program participants by Company. Today, each program participant is considered individually, so if we are emailing 3 people at the same Company, they are emailed separately and the next conditional waits are considered individually and all reporting is based on an individual participant.
We would like to group participants in the same company together for all these purposes. The outcome would be:
- 1 email is sent to the Company with all participants part of the same group message where they can easily reply to all
- Example 1: Set of instruction is sent to 3 participants but they are not grouped, no one know who else was messaged or which of them will take action. If they are “grouped” 1 person can reply-all with “I got this!”
- Example 2: If the CSM is cc’d on email communications, it is challenging to know which people at which companies received the messages. The CSM would receive a cc’d communication for each participant and need to read them all to understand if separate messages are sent to the same practice.
- The Conditional waits based on reading an email should have flexible settings for if 1 or all of the emails is un-read
- Example 1: The 3 people are emailed at the practice, 1 person reads the email and takes action and the other 2 delete the email because it is not ultimately their work to complete. If we have an unread email condition to create a CTA, the first participant will drop, but the CSM will still receive a CTA because there are 2 un-read emails.
- Reporting is very challenging since our CTA analysis is at a Company level and all reporting in Programs is at a participant level. Native reports in the Program should be able to be toggled for the grouping settings so we can easily see a 1:1 comparison of CTA volume and automated outreach volume.
