Hi there,
I’m starting to explore P360 and reading through the Community and playing around with it. It seems like the default field “Last Engagement Type” can only pick up on timeline activity type.
In a similar vein to this post:
In a world where digital is supporting customer success organizations more and more, digital engagements are a valid type of engagement.
I think automated engagements should be considered a real engagement, and we should be able to consider the last automated program engagement in Last Engagement Type (and we can’t currently as we just have the “non-automated” timeline activity types):
Especially as we’d consume information differently depending on whether an account has a human-touch or a tech-touch engagement model. And we’d consider automated engagement as a valid engagement in the latter.
Thanks
A