Campaigns: Archived Accounts
Refer to Product Ideas
Hi team,
My client, CCD, have come across different behaviours in the system for archived accounts in the campaigns functionality.
When a user is in campaigns results window and a specific contact is archived, it does not show that it is archived (greyed out with italics like other windows) so the user is not aware of this at a glance and which could lead to error as the user is still able to send an email to the archived account (this has been tested by the client).
In the accounts window, the contact is greyed out and when you use the mouse to hover over the contact, the system has a pop up message to notify the user that the contact is archived.
When you go to the event window, general tab and hover over the contact field, the system would register that the contact is archived and the same ‘archived account' pop up message would show to alert the user.
From a user's point of view, there seems to be a disconnect with how the user should be able to see a contact has been archived in the campaigns result window compared to the events and accounts window. Is this a bug or is working accordingly?
If it is working accordingly, is there a reason why the campaigns results page has been designed to not grey out a contact that has been archived nor have a pop up message as per both of the windows? Thanks!
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Mike Schepker can you review this
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Ella Fancett I believe this is because the campaign results window is just a display of the results of the campaign step. The system doesn't care whether or not the account is retired, it's just displaying the results of the step.
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Thanks for the information. I've reverted back to the client with this and they informed that there seems to be some misleading information regarding archived accounts in this article here: https://supportcenter.ungerboeck.com/hc/en-us/articles/205925808-Account-and-Contact-Designations-and-Statuses (copying @... for FYI)
In the above article, it states:
Additional information about account status:
- An account is considered archived if ALL designations are set to Not Applicable.
Further client feedback on the behaviour:
The system references that in making and account ‘Not Applicable’ archives the account. If it still appears in a campaign, then this is NOT archived as is suggested.
The client thinks it is a strange behaviour where the one place in the system where the user is most likely to contact someone (in the campaigns), it does not flag the contact as an archived account.
I asked the client if an archived account showed up/behaved differently in the campaign results window in the classic UX / older versions (prior to 25.2 where this was tested) however, they're not 100% sure.
Would this be deemed as an enhancement request if this is an expected behaviour?
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Enhancement request submitted for the above. Please see pendo link: https://app.pendo.io/s/6229449325477888/listen/feedback/views/ZWNAnL_3nsJ6p5EtfWhAOeEO8vg/items?openItem=7nAQou9zFxPKXNMS0t_wqZtuh9Y
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