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Question about issuing CTA in the rule engine

  • February 18, 2025
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nuts
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I'm having trouble managing CTAs using the Rule Engine in Gainsight.

I want to add a condition to an existing CTA creation rule to check whether a Success Plan has been created. However, I need to ensure that the existing CTA creation history is maintained even after implementing this new condition.
(For example, if a CTA was created yesterday and is set not to be issued again for a week, that restriction should still apply.)

Since the current rule does not have data to check the Success Plan creation status, I tried joining the Success Plan object and configuring the action accordingly. However, when I tested it, all CTAs were created without retaining the previous creation history.

I would like to know how to join the new object and configure the action while keeping the previous CTA creation history intact.

 

Thank you.

Best answer by christopher_sanderson

To make this simpler, my suggestion would be to add a field to the Company object called ‘Has Success Plan’. Then create a rule to populate that field with whatever logic makes sense for you “to check whether a Success Plan has been created”.

Now you can edit your existing rule to include that new Company field as a filter, using whatever logic would make sense to INCLUDE or EXCLUDE the right records.

In this case, you will

  1. Retain that ‘CTA creation’ history that you are looking for
  2. Add the new logic, through a side loaded process

Hope this helps!

Christopher

ECCS Group

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  • February 18, 2025

Hi ​@nuts !
If I understand correctly, the issue you are having is that when you created a new rule/action in that same rule, a new ActionID was issued. That’s the primary key that Rules Engine uses to identify whether the CTA was previously created.

You can do the following:
1) With a report from the Call to Action object, identify the action Id/Ids of your previous rule



Now, to the rule
2) Using the Call To Action object filter all CTAs with that/those id/s. Group by Company GSID. If there is a date/status restriction add the condition to the filters.

3) Left Merge Company with that dataset, keeping all records from the Company and only those from the CTA Rule Action Id null. That will give you all the Company records that don’t have the previous CTA.

Then, you just need to keep the merges as you were doing with the Success Plan.

Hope this helps!

 

Continuous improvement is better than delayed perfection
nuts
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christopher_sanderson
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To make this simpler, my suggestion would be to add a field to the Company object called ‘Has Success Plan’. Then create a rule to populate that field with whatever logic makes sense for you “to check whether a Success Plan has been created”.

Now you can edit your existing rule to include that new Company field as a filter, using whatever logic would make sense to INCLUDE or EXCLUDE the right records.

In this case, you will

  1. Retain that ‘CTA creation’ history that you are looking for
  2. Add the new logic, through a side loaded process

Hope this helps!

Christopher

ECCS Group

romihache
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  • romihache
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  • February 19, 2025

Thank you, ​@romihache  and ​@christopher_sanderson , for your valuable insights!

I appreciate both of your suggestions. After considering the options, I believe Christopher's approach of adding a "Has Success Plan" field to the Company object and incorporating it into the rule makes the most sense for our case. I’ll proceed with that solution.

Thanks again for your help!

romihache
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