Is there a way to send an alert to an ISR? (not the Sales/Account owner)

[Nancy_Rosentha3]

Our lead lifecycle processes leads first through the Inside Sales Reps, then gets qualified and moved to Sales.  As such, I would like to use my Lead Scoring to alert the ISR (another field on our SFDC Lead object, which is also synced to Marketo) when the scoring reaches a specific custom defined threshold.  But, the only options for Send Alert that I am seeing are to either the Sales Owner or the Account Owner.  Has anyone encountered this and figured out a work around?

I even thought that maybe I could use a token for the "to other emails"  but I don't believe that will work, or at least I don't know for sure if this will work.

Thanks for any help anyone can offer here.

[SanfordWhiteman]

Please move the question to Products​ (Move link is at the right).

This space is for discussing the Champs incentive program itself, not support.

[Nancy_Rosentha3]

I thought I figured this out.  It requires making the campaign a "Trigger" campaign, which in turn accepts "tokens" such as {{lead.isr}}, but this isn't the email... hmm, not sure how to do that?  Any ideas?

[SanfordWhiteman]

Yes, you can use Send to Other but the value has to resolve to an email. What value are you storing that isn't an email address?

[Nancy_Rosentha3]

It's the full name of the ISR, ex. Joe Smith

[SanfordWhiteman]

The email address would have to be stored for it to be used here. Marketo has no other awareness of the person's address.

[Nancy_Rosentha3 · Accepted solution]

Since there are so few ISRs, I just added a logic steps for each one, that

if x, send to x's email,

if y, send to y's email, etc.

Thanks

[SanfordWhiteman]

That's another method, but why is the email address not stored on the lead? Generally, a related user's email/phone is as important as their friendly name (if not more important).

[Nancy_Rosentha3]

this is a Salesforce and Marketo instance I adopted a couple months ago.  I am not sure why they never included the email, but this is just an ISR custom field added from SFDC to point to the Inside Sales Rep.  I suppose they can include the email, even if it were a hidden SFDC field.  This actually can be obtained from a lookup field fairly easily within Salesforce, since obviously all the ISRs are also on SFDC.  But, I believe that info, i.e. the email, is stored in another object, so I'm not positive on how to create that email lookup field in SFDC.  Any suggestions here?  I'm not exactly sure why they need both an ISR and a Lead Owner field.  My feeling would be that the Lead Lifecycle progress would pass it from Marketing to ISR to Sales, all of which should be using the same field, but historically, this  hasn't been the case. I'll have to dig deeper to get an understanding as to the evolution of this additional field, and the necessity of it.

[SanfordWhiteman]

But, I believe that info, i.e. the email, is stored in another object, so I'm not positive on how to create that email lookup field in SFDC. Any suggestions here? I'm not exactly sure why they need both an ISR and a Lead Owner field. My feeling would be that the Lead Lifecycle progress would pass it from Marketing to ISR to Sales, all of which should be using the same field, but historically, this hasn't been the case. I'll have to dig deeper to get an understanding as to the evolution of this additional field, and the necessity of it.

I can see how it can be hard to unravel the history of a field like this. All but the best-managed SFDC orgs have some fields that "just are."

Anyway, what they probably did was "stamped," i.e. copied, the full name value from the ISR custom object (or, technically, one of its values, if it's a one-to-many relationship) onto the Lead. They could do the same for the email address, if they were so inclined.