Trigger Campaigns Based on External Participants in a Touchpoint

Answered

Ryan Lehman

• November 08, 2021 18:24

Hi team,

We are rolling out CSAT surveys to our customers based on specific lifecycle events (onboarding, business reviews, etc.). With that, we'd love to see functionality in Totango that allows us to target the CSAT campaigns for users specifically listed as 'external participants' on a touchpoint logged. The primary use case here is to ensure that only those receiving the survey are the ones that attended a meeting/were involved in an event instead of a broader group where the survey may not be relevant. For example, if 5 users were added as external participants to a touchpoint, we could filter down the CSAT campaign criteria to only be sent to those users.

Happy to collaborate with your team on more details/specifics here. Thanks for considering!

Ryan

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  Vijay

  • November 08, 2021 18:56

  Hey Ryan,

  You can do this today. Use the touchpoint fields to zero in on the precise touchpoints and the results of this segment are external participants.

  Try it.

  

  Cheers

  Vijay

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  Ryan Lehman

  • November 08, 2021 19:43

  Thanks Vijay. Just to clarify, using the touchpoint create date and/or other touchpoint fields (reason, etc.) automatically filters the list down to users listed as external participants on the touchpoint. Is that correct?

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  Vijay

  • November 08, 2021 20:17

  Use additional criteria to precisely nail the touchpoint.. and the result of external participants you get for free.

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