Decision points create branching paths in a cadence to automatically progress prospects through the cadence or to different cadences, depending on the outcome of the previous step.
With a decision point step, you can determine a prospect’s next step and automatically progress them in the cadence depending on the outcome, sentiment, or email event. It creates a branch based on the result of the prior step and advances a member in a cadence one of three ways:
- To the next step of the cadence
- Remove a member from the Cadence
- Move a member to a different Cadence
Note: The False branch of the Decision Point can only be mapped to "Remove from Cadence" or "Move to Cadence".
Condition types are: Outcome, Sentiments, Email events (read, replied, bounced)
In a Decision Point Condition, an Outcome represents the name of the user selected outcome for the touchpoint which will then advance the touchpoints accordingly. A sentiment based condition would mean basing advancement of touchpoints on the Sentiment (e.g. positive, neutral, negative) that is defined for the selected outcome. Sentiment and Name are both configured per Outcome record in Set Up > Custom Metadata > Outcomes.
For example you may have two Outcomes defined for phone calls: “Conversation” and “Demo Set”. Both have a configured sentiment value of “Positive”. When adding a Decision Point condition:
- If you chose Sentiment --> Positive, then choosing either of the above outcomes would advance the decision point.
- If you chose Outcome --> Demo Set then only choosing that particular outcome would advance the decision point.
- Events are for Decision Points related to emails, whose possible values are Email Sent. Email Read, Email Replied, Email Bounced. A decision point with this type of condition would evaluate and advance based on whether or not one of those events has occurred.
If you org utilizes Non Advancing Outcomes, these of course would not advance the decision point, but would still log the outcome to the Touchpoint.
Note: Decision Points do not 'tie into' Business Hours - this is due to the fact that we want to be watching for email replies/opens for the duration of the wait timeframe, not just within the Business Hour timeframe. Example: Business hours is 8-5, email is replied to at 7 PM, it would not be seen if we were only looking during Business Hours.