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New Idea

Remove or Branch Participant When They Reply to a JO Email

Related products:CS Journey Orchestrator, Email & Notifications
  • May 29, 2025
  • 5 replies
  • 103 views
zach_davis
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Expanding on this idea to remove participants when certain criteria are met — it would be really useful if we could either remove someone or branch them when they reply to an email in Journey Orchestrator.

A reply usually means the customer is engaged, and we should stop sending them down the default path (in our case, additional survey reminders). Right now, handling this takes extra steps or workarounds for our Digital CS team. Currently, they’re replying to the survey on the customer’s behalf, which results in bad data.

A built-in option to act on an email reply (remove or branch) would simplify things and make the flow more responsive.

Would love to see this added — anyone else run into this?

5 replies

alizee
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  • alizee
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • May 30, 2025

Needed in our renewal flow, where someone may respond/acknowledge and not need to receive the next email but to move to the next step (where we can once again check if eligible). 

With that in mind, we should have the option to:

  1. Knock off participant (exit journey)
  2. Skip step / “fast forward” participant to next step (for example, in our renewal journey, the second step makes sense to skip if customer responds, but the third one should be evaluated based on the opportunity stage, regardless of response/no response)
  3. Enable the option on the steps we want (not all steps might make sense)

Thanks!

The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
victoria_peeker_barry
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thats a great idea - I would love to see JO be more intuitive….

Victoria
dayn.johnson
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  • dayn.johnson
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • June 2, 2025

[We] should have the option to:

  1. Knock off participant (exit journey)
  2. Skip step / “fast forward” participant to next step (for example, in our renewal journey, the second step makes sense to skip if customer responds, but the third one should be evaluated based on the opportunity stage, regardless of response/no response)
  3. Enable the option on the steps we want (not all steps might make sense)

100%.

Those of us sending multi-step sequences often need to confirm participant activity, and having the option easily find a specific participant by email address and automatically OR manually route them to either another subsequent step or kick them out of the program would be awesome.

Currently we have to page through the participants in snapshot view to see their activity if they’re at a wait step. It’s not easy to remove them from the program, and we frequently want to just skip a single email, not make them exit the program.

Having these controls would be fantastic.

Senior Email Ops @ Recorded Future, 2025 Gainsight CS Ops Product Council Member
bradybluhm
heather_hansen
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  • heather_hansen
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • August 6, 2025

This came up for me again recently, so wanted to ping here.  Please consider adding this into the roadmap.  

bradybluhm
benwanless
  • benwanless
  • Contributor ⭐️⭐️⭐️⭐️
  • August 7, 2025

This would be a fantastic feature.

I have previously had to build a workaround for a similar scenario. Using Participant Calculated field from the Company is manually maintained by the Renewal reps. Except that by adding the manual intervention it now becomes only semi-automated.

heather_hansen
dayn.johnson
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