Emails to timeline via Program in Journey Orchestrator

Hi Sandeep,

Can you please share the use-case?

Hi  @Mavalos93 

Can you please provide the use case scenario ,so that our product team can have a look at it and update to you accordingly.

Thanks

Sandeep

We really need this functionality as one of our CSMs will be handling low-touch clients and sending automated emails from Journey Orchestrator AND we use email activities towards the client Engagement health score. Is there a workaround where we can BCC in JO?

Hi @ana_g - you can access email activities in the email logs object to set automated health scores. Would that work?

@dan_ahrens  would configuring that involve send date on a specific program not being null perhaps? We’re also wondering about how to track whether a client replies. Current workaround in mind is to have the CSM log her replies to client replies as Email to Timeline, but that of course involves that manual step and a timely reply. Not sure if that would work in configuration for a JO email program with follow-up emails in mind, but such a report we’re hoping to use to see if a client replied or not. 

Hi Ana - it might be worthwhile to meet with your Gainsight Client Outcomes Manager to explain this workflow in detail and get some solutions recommendations. It might be hard to offer recommendations in this forum that will meet all of your needs for this specific use case.

I was just posed with this question from our project team today and have added +1 to this. 

We should have more actions available to us via JO steps as the product evolves.  Creating Milestone and timeline entries from all aspects of the tool is integral to provide consistency and flattening workflows.

With the addition of the Google plugin (which is awesome), the Timeline is featured more and more and we are leveraging the Timeline to track against our Customer Engagement models.

It would be a big relief to admins to not have to create rules off of the “AO Email” object based on status and template name to trigger a survey or create a milestone on the Timeline and just have an action in the Program to “Create Milestone” or “Create Timeline Activity” 

This capability is on our medium term roadmap.

+1, just adding my use case and voice here. My company and I send a variety of emails from Programs/JO that we strongly feel should be logged on the Timeline because we want to be able to report or reference that they received communication on various issues. We send many emails that are not listed as Operational, and we believe that if we are creating a program to reach out to many clients at once then we for sure consider that part of their lifecycle for the year. 

Most recently, we were sending out some performance information via a non-operational email ahead of our busy season and would love for the Timeline to show who received that email moving forward. 

Again, just adding my voice, vote, and use case here. Thanks!

I absolutely agree. I see the timeline as a way of understanding all the activities whether driven by a CSM or automation. any time a client is touched it should be recorded in timeline. This gives everyone a full picture of what has been communicated, what additional improvements we can make on communication, and when to make those automated versus human touch decisions.

An added bonus would be snapshotting changes into the timeline. This would reduce the amount of “snapshot” MDA tables we have created to capture data/history. rather than all of it we can only snapshot changes. That would eliminate so much redundancy. 

Just a thought!