My Customer Success team has struggled to make Custom Objects as valuable as they can be since personalization tokens only work in Custom Object-based workflows.
We’d really like to see Custom Object personalization tokens function in Contact-based workflows, so we can send automated emails to contacts that pull in information from their associated Custom Object and the workflow still retains the “Goals” functionality.
This would allow us to send an email to a contact with information from their associated Custom Object, unenroll them from the workflow if they respond, and use the “contact has replied to a marketing email” trigger for the next step workflows.
On the flip side, it would also be helpful if other workflows had the “Goals” functionality. This would enable much more powerful automations.
I also need this functionality but in ticket-based workflows! I need to do a ticket based workflow when a new ticket gets created from a form submission. I have a workflow that is looking at information filled in on the form to associate the relevant custom object record to the ticket, so the ticket has an associated contact and an associated custom object record. We are sending a confirmation email that goes to the associated contact. It pulls in values set in the ticket properties from the form submission, but I need to pull in one value from the custom object. If the contact is associated to multiple custom object records, I need it to take the values from the custom object record that got associated to the ticket.
My workaround currently is creating a behind the scenes ticket property for the custom object property and adding it to my form as a hidden field, using custom coding in the form embed code to auto-populate that field on the form so it is a hidden ticket property and using a ticket property personalization token in the email to pull in the appropriate details, but it feels like a waste of a field since it already exists at the custom object level.
Would be great if the same functionality that is applied to associated contacts in ticket based workflows was applied to all associated records (even custom object records) to the ticket so that the email was smart enough to grab the right data in the personalization tokens.