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katerina_nemcova
katerina_nemcova
Helper ⭐️
October 8, 2018
New Idea

Keeping a log of which customers/users have been sent comms via Journey Orchestrator

  • October 8, 2018
  • 15 replies
  • 330 views
Hello,



We are just about ready to start utilizing Journey
Orchestrator, starting with a handful of usecases e.g. getting in touch
customers who have not logged into our product for X days and sending focused
training material to a specific customer group.



One thing I have not been able to establish though is where
in C/R360s can I see which Program & Outreach comms went out to which
contacts - I've found posts on here saying this ought to appear in Timeline as
well as SFDC - I see the SFDC set up in JO but would like for our CSMs to be
able to see this in Timeline also as we use TL rather than SFDC. 

I've sent a couple of Advanced outreach to selected contacts
but none of these have been logged in Timeline. Can you advise
please on how to set this up?

Thanks


Katerina 

      15 replies

      darkknight
      darkknight
      Expert ⭐️
      October 8, 2018
      I don't believe these show up on Timeline today - perhaps that is a roadmap item. 

      We built a report off of the Email Logs object in MDA and attached it as a C360 section.
      Jeff Kirkpatrick
      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      October 8, 2018
      Hi Katerina, 
      Emails sent via Journey Orchestrator do not appear in Timeline, but emails sent via Email Assist do. The original intent was to retain the "human touch" aspect of Timeline entries. Recently we've seen more interest with some companies looking to add "tech touch" entries to Timeline as well, so we're adding the ability to include both human and tech touch activities in Timeline to our feature roadmap.
      VP of Customer Success at Forcepoint
        katerina_nemcova
        katerina_nemcovaAuthor
        Helper ⭐️
        October 8, 2018
        Thanks - I guess I was getting confused by people mentioning 
        katerina_nemcova
        katerina_nemcovaAuthor
        Helper ⭐️
        October 8, 2018
        Thanks - I guess I was getting confused by people mentioning the ability to see this in C360s - guess they may have this set up as per Jeff's suggestion. We'll try that too - definitely need a good way to view who has been sent what via Journey Orchestrator. 

        Thanks for the quick reply. 

        sagan_sherlin
        sagan_sherlin
        Helper ⭐️⭐️
        October 8, 2018
        We did the same thing, building a Report off "Email Logs" and then created as Dashboard around that.  There is a delay - so if you're looking at the JO and then trying to match to your report.  You're going to be off a few areas until they sync up again.  But it's great to keep track of what's gone out - and additional information that might be order to get if just using JO.
        darkknight
        darkknight
        Expert ⭐️
        October 8, 2018
        Also if you need the CSM to show up in the Email Logs table, you'll have to have the fields created within Email Logs and create a rule that updates it.  
        Jeff Kirkpatrick
        sacha
        sacha
        Contributor ⭐️⭐️⭐️⭐️⭐️
        April 9, 2019
        This would be cool! Any update on Roadmap?

        amckay
        Contributor ⭐️
        May 7, 2020

        @dan_ahrens or does anyone know if this has this feature been added yet? 

        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        May 7, 2020

        @amckay - the team overseeing this feature has decided not to change the way this is presented at this time. 

        VP of Customer Success at Forcepoint
        HollySimmons
        HollySimmons
        Helper ⭐️
        October 1, 2020

        I thought maybe if I used the BCC email to timeline email address combined with “email copy” feature on the JO email step that would work - but it didn’t. 

        What does the Email Copy actually do? I thought it would send a version of the email to that address, and ergo end up on the timeline? 

        TLDR we really want to have the option (i.e turn on/off per email step) for pushing JO emails to timeline, as this gives the CSM’s full visibility over what is being sent to their clients, having a separate table is not a great solution it should be that the timeline holds all touchpoints (particularly as we push the CSM’s to use email assist extension)

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