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Gainsight Inc.

Tutorial: Trigger CTAs Based on Recent Timeline Activities

Recent contact with your customers is one sign of a healthy partnership with them. If you are using Gainsight’s Timeline feature, your customer managers are hopefully logging the most meaningful events and interactions with their customers as Timeline Activities. If your customer managers have not ‘touched’ a customer recently, and therefore logged a Timeline Activity, you may want to trigger a Call to Action (CTA) and assign it to the CSM, so they can reach out.

The instructions below explain how to trigger a CTA using a bionic rule based on an absence of Timeline Activities for an account in the past 2 weeks. You can adjust that window based on your business needs. The first rule contains two dataset tasks that pull in Account IDs and Timeline data, and then merge the datasets into one based on your field mappings.

The second rule helps you setup a rule that looks for the last Activity date and loads it to the Customer Info or Account object. You could then potentially trigger a CTA based on the last Activity date in this rule.

Trigger CTA if No Timeline Activities in Two Weeks

  1. Navigate to Administration > Rules Engine and select +RULE.
  2. Select Bionic as the rule type, enter a name for your rule, and click NEXT.

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3. In Setup Rule, create the following two dataset tasks and save them.

  1. Output name: Account
  • Source: Salesforce (Native data)
  • Object: Account
  • Fields: Account ID, Account Name, Account CSM (field name may be different in your org), Account CSM Name
  • Filters: Customer Info Status = Active

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  1. Output name: Timeline entries
  • Source: Matrix data
  • Object: Activity Timeline
  • Fields: Account ID, Activity Date > select Max of Activity Date from the drop-down list
    Note: Activity Date should be set to "Max of" aggregation so that only the most recent record is pulled in (in instances where there are more than one update in the past 14 days filter period)
  • Filters: Activity Date is greater than or equal to [Subtract N days from Rule Date] 14

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     Note: This will look for activities created in the last 2 weeks. You can adjust the time period according to your business needs.

4. Create a Merge task and save it:

  • Merge Account with Timeline entries and retain all records from left dataset. This ensures that accounts without timeline updates in the last 14 days are retained.

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  • Map the Account ID fields.

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5. Configure the Setup Action.      

  • Select Call to Action and Create CTA.
  • Select/enter the CTA fields according to your business processes.
  • Click SAVE.

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    Note: In the Criteria section, filter is needed to only fire the CTA for accounts where the Activity date is blank (instances where there was no a record in the past                  14 days) as shown below.

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6. Schedule the Rule to run daily.

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Load Last Timeline Activity Update to Customer Info

For Accounts where the last Timeline Activity is far in the past, you can also load the last Timeline update date to Customer Info/Account and trigger a CTA.

  1. Navigate to Administration > Rules Engine and select +Rule.
  2. Select Bionic as the rule type, enter a name for your rule, and click Next.
  3. In Setup Rule, create a single dataset task and save it.
  4. Output name: Find Max of Update Date
  • Source: Matrix data
  • Object: Activity Timeline
  • Fields: Account ID and MAX of Activity Date
  • Filters: (some of these filters may be unnecessary depending on your org’s configuration)
    • Created Date is greater than or equal to [Subtract N Days from Rule Date ] 30
    • Type Name contains Update
    • Type Name contains Call
    • Type Name contains Meeting
    • Type Name contains Conversation
    • Type Name contains Exec (your activity types may have different names, and you may have more or fewer)

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5. In Setup Action, select Load to Customers as the Action Type and map the Account ID and Activity Date fields.

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6. Schedule the rule to run daily.

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