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New Idea

Allow Tokenization of User Groups for CTA Assignment

Related products:CS Cockpit & Playbooks
  • June 3, 2025
  • 2 replies
  • 32 views
benwanless

User groups are great for round-robin assignment of CTAs, but if you have a single journey/program where CTA assignment to a user group you end up having to duplicate the “create CTA” step of the journey for each User Group that can possibly get the assigned.

 

I would like to tokenize the User Group (or use a ‘User Group GSID’) for assignment of CTAs so that the creation of Program (and Rules) for our digital customers will no longer need duplication of the Create CTA step, reducing build times and required maintenance.

 

Best,

Ben Wanless

2 replies

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  • Veronica.Moore
  • Helper ⭐️⭐️
  • June 4, 2025

Agreed! We currently assign CTAs to a distribution list to get around this but then users who manage the distribution list must search for CTAs under that particular account and not their own. Subsequently in-app notifications and emails aren’t as useful.

dayn.johnson
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  • dayn.johnson
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • June 4, 2025

Agreed! We currently assign CTAs to a distribution list to get around this but then users who manage the distribution list must search for CTAs under that particular account and not their own. Subsequently in-app notifications and emails aren’t as useful.

Very interested in this whole thing. We’ve got a scaled distro list for sending to those pooled/digital accounts, and will be creating a Salesforce persona so the CSM fields on those accounts includes the information we want populated in the email envelope fields (ex: name = Customer Success Team, first name (email signoff) = Your Customer Success Team, email = success@, etc. – would love to see this work with CTA assignment and other JO steps.

Senior Email Ops @ Recorded Future, 2025 Gainsight CS Ops Product Council Member
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