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drewabernethy
Contributor ⭐️
March 20, 2019
New Idea

"Fatigue Control" Logic Built into Journey Orchestrator

  • March 20, 2019
  • 9 replies
  • 81 views
As we begin to go live with many different campaigns being sent out of Journey Orchestrator -- we have become increasingly concerned with inundating our customers with email touch points without even knowing it. With multiple programs running in parallel for different purposes -- we are worried that numerous automated campaigns may have the same individual kicked into them at once when they meet the campaign's conditions to begin.

It would be nice to have some sort of logic built into the system that recognizes "Bob has received emails from the 'Renewals' and 'Feature Adoption' programs today -- let's hold off on sending anymore to Bob until tomorrow even if he has emails queued up and ready to be sent to him today"

      9 replies

      cameron_wright
      cameron_wright
      Gainsight Employee ⭐️⭐️
      March 20, 2019
      This would be super helpful I think, it could also help with response rate. If a customer gets 5 emails a day they might just push them off rather than reading. Great idea!

      Cameron Wright - Sr. Security Engineer
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      March 20, 2019
      Hi Drew,

      I haven't explicitly tested this exact scenario, but you could add as part of your bionic query a check against the email logs object to only include contacts where the most recent automated email from specific program types was sent more than X number of days ago.

      VP of Customer Success at Forcepoint
        drewabernethyAuthor
        Contributor ⭐️
        March 20, 2019
        Ooooo this is very interesting Dan -- thanks for this idea. I'll look to test this out the next chance I get

        john_apple
        john_apple
        Expert ⭐️
        March 21, 2019
        Great idea, Dan!

        diane_morneau
        diane_morneau
        Helper ⭐️⭐️⭐️
        March 21, 2019
        I hear you! We manage this through a tightly controled communication plan - in our case, we avoid sending more than 2 emails a week. To respect that, when the communication schedule gets busier, we increasingly move away from Power lists to get into the use of the less friendly Query Builder mailings. Enhancements for this control as well as improving Query Builder reporting/troubleshooting (I did create a previous wish list for QB/rules) would be welcome!

          meenal_shukla
          meenal_shukla
          Gainsight Employee ⭐️⭐️
          May 14, 2019
          @piyushmadhukar / @abhishek_sivaraman

          Outplay. Outwit. Outlast.
          john_apple
          john_apple
          Expert ⭐️
          May 17, 2019
          I just added this logic to Program to filter out Participants for a particular use case that have been sent an email from any similiar Program in the last 11 months.

          Our future - we will be building a Bionic Rule to calculate total sends per contact from Gainsight, Marketo, and other sources and populate an MDA table to use. We'll then upsert that back to the SFDC Contact record so that our other email sends outside of Gainsight can fitler off the same numeric value.

          kelly
          kelly
          Helper ⭐️⭐️⭐️
          June 4, 2019
          I'm still hoping Gainsight moves to having inclusion/exclusion queries within the participants configuration screen. Having to add a dataset to exclude contacts - and then merge them - in the same fashion across all programs is redundant.

          gsanchez
          gsanchez
          Contributor ⭐️⭐️
          June 7, 2024

          Hello! Wondering what’s the best solution for ensuring customers don’t receive multiple emails from separate JOs that are running in parallel within a specific time period, especially since this thread is 5 years old? Note I am not using the newer JO yet

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