Ability to customize the email notifications when a CTA is assigned to CSMs

A few use cases for this from one of my GS customers:

•  In it’s current state, the CTA email notification provides very little value if any
• With customization options it might serve it’s purpose of enabling activity prioritization.
  • Let a CSM know when they have an important CTA awaiting action
  • Link directly to the C360 cockpit of the customer
• Allow for better engagement with cross-functional teams who have been tagged for a CTA or Task. “Direct them to the action needed and allow them to take that action and mark it as complete.”

We have a use case in the same vein, but it’s more in regards to how the email notification enters the inbox as opposed to the email content itself.

The ask: Group email notifications for multiple CTAs that fire for an account within a short period of time.

The why: Our CSMs and consultants are getting assigned many CTAs during any given day (onboarding CTAs, success plan CTAs, etc.). Right now, 1 email notification appears in the inbox for every 1 CTA assigned. If a success plan has, say, 8 objectives, that’s 8 separate emails notifying the user of CTA assignment. Even worse, CSMs who have ~50/60/70+ accounts assigned to them could end up receiving hundreds of CTA assignment notification emails flooding their inbox. This can become quite overwhelming and clutters to-do’s and other emails received.

@kstim  GREAT addition.  An option for a Daily Summary rather than individually fired notifications for the email inbox.  Or group CTAs together when you get them fired across multiple accounts. Stop the incessant notification pinging of email after email and the clean up that has occur currently.

A preference center to improve the INTERNAL CX. Now we’re talking!

Maybe there’s a way to add Slack DMs or Slackbot into the mix?

(ex: Daily summary email for record-keeping, with Slack notifications that trigger and link to each individual CTA for easy access)

Looks like the Company is now included in these (screenshot below with company name redacted), but the need still stands to be able to further customize. Our team would like to see the Comments from the CTA included as well.  To @bradybluhm’s point, this would add more value to these emails to allow the CSM to immediately see what was referenced, and better determine if immediate action is needed.  We include a lot of details around why the CTA was created in the Comments, so being able to include that would potentially improve CSM efficiency.

Also, looks like these are similar ideas: