I was wondering if we can go straight from a Timeout to another Step, instead of going through a Follow Up. IMHO Is there a legacy reason for using Follow Ups? AFAIK I can connect non-terminating Timeouts directly to another step. However, Teradata folks during our setup seem to always use Follow Ups. So, there must be a reason, right?
In comm plans that were set up by Teradata, non-terminating Timeouts were not connected to other steps. For steps with non-terminating Timeouts, they added a process called "Follow Up" (with a default duration of 2 days), and then these were connected to other steps.
Johnny, One of our SME's said it might be best to have a 'live' conversation on this to figure out if the "follow up" was custom for you. She said she can help you better if she can talk through this with you. If you're okay with that, please send me an email at email@example.com with your phone number and I'll have her contact you directly. thanks, Carol
Johnny, Here is another response to your original post... Carol
"It would appear to me that the campaigns were implemented to meet a specific need.
It is entirely possible to go from a timeout directly to the next step. Examples of this are where the lead was not actioned at the first step, after X days the lead is escalated to a manager (the next step)."