Workflows | Trigger different comms for associated contacts based on contact properties
We often need to associate more than one contact to a company, ticket, deal or custom record.
Some examples:
Prospect + 3rd Party Partner (e.g. reseller, dealer, advisor, consultant)
Multiple employees or stakeholders
Multiple family members
However, we regularly want to trigger different communications (emails, SMS, ads, etc) to these contacts based on specific properties, e.g. contact type.
It is now possible with the new flexible association labels to control which contacts receive specific Marketing Emails, but this is still not available for other communication types - and you still need to use 3rd parties such as Insycle to automatically set association labels.
It would be better if there was a new Trigger/Filter type that could be used on workflow triggers and if/then branches. This would work in exactly the same way as standard record triggers but should have an additional ONLY INCLUDE option to select specific records based on an additional set of rules.
e.g.
If associated contact lifecycle is opportunity ONLY INCLUDE CONTACTS where associated contact type = customer
This was we can send one lot of communications to an associated customer and a different set of communications to the reseller to highlight progress with a deal.
Note our current work-around to achieve this (outside of the new flexible association labels + Insycle for Marketing Emails) is to have workflows that update a custom 'trigger' property on the associated record and then have an additional workflow from the associated record that triggers the relevant comms, however, this is time-consuming, created increased admin, is fragile and inflexible often not meeting all use cases.
FYI: Example workaround for those struggling with this:
Create a deal workflow that updates contact 'trigger reseller comms' for associated contacts when a deal stage is updated
This workflow also copies any data required within the comms to the associated contact records, e.g. Deal stage, Close date
Create a contact workflow that is triggered when the 'trigger reseller comms' is known and the 'contact type' = 'reseller' (set re-enrollment based on 'trigger reseller comms' is known
Send a Marketing Email and an SMS with updates on the deal progress - e.g. Deal stage, anticipated Close date
Clear the 'Trigger reseller comms' property (to allow re-enrollment)
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