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Trigger for Activity Phone Call

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Posted on by xcode17

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Hi Everyone,

I created customer journey, and already working.

now, I want to edit the customer journey by adding these requirement:

"When Customer not open the email, it will create phone call activity. after that, Customer Service will do the phone call activity, and update the result in phone call activity, like Interested or Not Interested". if Customer is interested, it will send Marketing Email to send the event reminder, but if customer not interested, it will send marketing email to send the thank you email".

I already used for the trigger, but, trigger not able to read from phone call activity. how to achieve the requirement?

please advise.

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Customer Journey Design

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megcda 2,192 on at

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RE: Trigger for Activity Phone Call

Hi Denis,

You cannot edit a journey that has already gone live as you have requested. You will need to create a new journey and use a suppression segment for anyone who has already opened the email to us in that journey.

Thanks,

Megan
xcode17 460 on at

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RE: Trigger for Activity Phone Call

Hi Clofly,

your idea is actually what I want. but, in your idea, it seems I have to create another journey, which is different journey from my customer journey for the event. and with this, I cannot track, How many customer that not interested with the event.

Regards,

Denis
xcode17 460 on at

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RE: Trigger for Activity Phone Call

Hi Abhinav,

your journey is the same that I have. but I want to expand after phone call activity. please see my update comments.
xcode17 460 on at

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RE: Trigger for Activity Phone Call

Hi Catalina,

the journey that you show, is actually run. I want to modified the journey. if you see from your journey above, if the customer not opened the mail, it will create phone call activity right. in this phone call activity, I already add custom field "Is Interested".

if the customer said, interested, it will send marketing email for the event, and if the customer said not interested, it will send marketing email for thank you.

so, can trigger read my custom field in phone call activity, and do the next action?
cloflyMao 25,202 on at

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RE: Trigger for Activity Phone Call

Hi Denis,

Trigger tile is not mentioned in action tile introduction,

my suggestion is below, you could take it as reference:

1. Add a custom two option field "Is Interested" to phone activity.

2. Enable Insights Sync service for phone call activity, it will make phone activity as source entity to find related contacts.

3. Create 2 segments, one is for Interested contacts, with criteria below(add "Created On Today" as a specific filter), and another is for not interested contacts.

4. Create a new customer journey, add the previous 2 segments into it to send specific emails to interested/not interested contacts.

Regards,

Clofly
Suggested answer

Abhinav Sunku 350 on at

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RE: Trigger for Activity Phone Call

Hello Xcode,

As per my understanding, the below example of the Customer Journey should suffice the requirement with that trigger condition.

Hope it helps,

Best regards,

Abhinav sunku.

“If this has answered your question, please mark as Verified!”
Katalina N. 4,875 on at

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RE: Trigger for Activity Phone Call

Hi

Can you be more explicit what's working or not here?

The design of the journey should look like that. What do you mean by "but, trigger not able to read from phone call activity. how to achieve the requirement"?

Thanks

Catalina