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Hi all,



As it stands today, when closing CTAs by CTA ID, the status of the CTA is closed under the default Close Status as it is configured within Admin > Calls To Action > Status.



As an  enhancement request, could users be able to select a CTA Status of their preference, even when closing CTAs by CTA ID within the Rules Engine? Are there any technical limitations that would prevent this?



Thanks!

Josh
Hi Josh,



Post Federated Customer Management changes, each CTA type can have a separate set of status. So, in order to choose a CTA status, user will have to first choose a CTA type as their may not be a common set of status which are applicable to all CTA types. The main purpose behind adding CTA ID in close CTA action was that the users didn't want to run separate rules for separate CTA types. If the user want to choose a status then they can not check "Include CTA ID as identifier" checkbox, choose a CTA type and then the status.



Thanks,

Nitisha
Hi Nitisha, 



I would actually like the ability to set a custom status for these as well. I want to be able to clearly tell if the CTA was 'auto-closed' vs by a CSM. An alternative solution would be to simply add an "autoclose" boolean to the CTA object but the end result is that we want to ensure that we can filter the auto closed CTA's out of any analysis to review how CTA's are being leveraged. 
It should also be documented that when not selecting the CTA ID option both the filter criteria on both the Setup Rule and the Action criteria are moot.  Both are ineffective which I see as a bug.  



Regardless, here is our specific use-case of setting a particular Status:



We have a field which is driven by the status of a particular CTA.  After a certain period of time if the CTA is not Closed Success we want to automatically set it to Closed Risk, which will adjust the field appropriately. The field results in a different value for each Closed Success and Closed Risk.


Is there a better method of achieving our desired outcome?
Hi Samantha,



In Sep release, we are adding a 'closed source' field for CTAs. This field will capture the source from which CTA was closed - manually, rules or mass edit. You can use this field to do analysis on your CTAs.



Thanks,

Nitisha
Hi Nick,



Both set-up filters and action filters should be honored while using CTA ID option. Please raise a support ticket if the behavior is different for you.



Also, different status can be achieved only by adding separate actions for different CTA types. Like I mentioned above, post Federated Customer Management changes each CTA type can have a separate set of status, so we cannot show a common list.



Thanks,

Nitisha

+1 for this. I ran into it the other day and was puzzled why I couldn’t change the selection, and then wondered what the point of using the CTA ID was if I couldn’t change it.

 

@nitisha_rathi You can aggregate the different options and show the whole list, or also require CTA Type to be selected as a dependency control for the available values in Close Status. I find it hard to believe that this problem has been solved using the other unique criteria to identify a CTA, but not when just using the ID.

@bradley It makes sense to have the use choose the exact type of closed status. We are planning on CTA update actions where we would be able to solve this. (tentatively late Q3 or early Q4 2021)

@bradley It makes sense to have the use choose the exact type of closed status. We are planning on CTA update actions where we would be able to solve this. (tentatively late Q3 or early Q4 2021)

Glad we are on the same page 🙂 Thanks for the update and planned timeline @sriram pasupathi !

Just wanted to bring this back to the top.  We’re doing a lot of closing CTAs within the rules engine based on actions happening in the account, so I’d like to be able to use another status other than the default to be able to distinguish between those we auto-closed and those the assignee closed at a glance without having to run a report.  Is this still planned for this year?

@heather_hansen This is planned for Q4. We will keep you posted in case of any delays. Thanks.

+1 to this. We recently ran into this issue where a CTA was deactivated and we wanted to close out the open CTAs with a “Closed by Ops” status. I was surprised that the status cannot be selected via Rules Engine

Update: We have hit a technical limitation and are trying to figure out a solution for this. We will keep you posted on the progress. Thank you for understanding.

+1 for this enhancement!  Please share a progress update @sriram pasupathi .

 

Thanks!

This is definitely something I would like to see fixed. I imagine the technical limitations have to do with different status options for different CTA types, but our use case would be solved even if it only allowed status options that are available on all CTA types. Or just add Type as a required identifier alongside the CTA GSID.

Supposedly that technical limitation was encountered 6 months ago though. Any progress since then?

Looking for an update here as well. It is a bummer how close to ideal this feature is, and then it isn’t. 

We are looking to close a subset of overdue CTAs as Closed - No Action and are unable to since we cannot adjust the criteria necessary for these particular CTAs. Being able to set the Closed CTA status and identify by CTA GSID would be incredibly helpful.

I understand Gainsight is looking to improve the ability to change CTAs using Rules and hope this is in scope on the near-term roadmap!  athenahealth has also struggled with wanting to use a unique status when identifying a CTA for closure with the existing framework.

@rakesh could you pl take a look?

Hi team,

 

I wanted to jump back to this thread and check if the “Update CTA Action” in the new “Horizon Rules” have helped solve the issue discussed above. Please let me know if there are any other concerns.

 

Thanks,

Monica 

Hi team,

 

I wanted to jump back to this thread and check if the “Update CTA Action” in the new “Horizon Rules” have helped solve the issue discussed above. Please let me know if there are any other concerns.

 

Thanks,

Monica 

Thank you for following up!  We love Rules Horizon for its features in Update CTA that allow us to set any status, including the Closed ones.  It is misleading that the action of Close CTA still does not allow for different types of Closed statuses and we wondered what its function is in the Horizon version?

This is something that limits us admins.  Developing Risk Framework CTAs at the moment, If a CTA is generated from a Health Score and the health score organically improves (without direct human action), okay - maybe Closed Won.  But if the customer Churns, that is nowhere close to a Closed Won when we clean up CTAs.

Related

A potential work-around here is to use the CTA API to update CTAs. By using the API, you can close CTAs with a specific status, and you’re not limited to the default Closed status.

That said, I would love to see the Rules Engine handle this without invoking the API. When closing a CTA via Rules, there’s a increased likelihood it wasn’t a “successful” CTA closure, so having access to pick a specific Closed Status would improve clarity around Closed CTAs which maybe didn’t get worked as originally planned.

@mpatra commented on the other thread, and have a similar use case to Dave’s.  We want to proactively check to see if the trigger for the CTA was resolved, and if so, use the Rules Engine to close that CTA for the CSM/AM, but we would ideally be able to use another status to show those in reporting.

 

@angela_domenichelli ,

We want to make Update CTA Action “The Action” for all update CTA rules (We are considering Close a CTA as also an Update Action). 

Thanks,

Monica

 

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