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509 Topics
faust_belarmino
faust_belarminoHelper ⭐️⭐️
asked in Archived content
Embed Gainsight Survey into our Software.

We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results.  To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out.  Has anyone ran in

3210
gunjanm
4 years ago
sasha_moeller_817b29
sasha_moeller_817b29Contributor ⭐️
posted in Archived content
Case correction of customer names in email

Would be great to have Gainsight JO have the ability to adjust case formatting of customer names by using the equivalent of the ‘proper’ function from excel before sending out the emails

615
nitisha_rathi
4 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Copilot Email Formatting

I'm having some challenges with formatting Copilot emails when they include tokens or links. When the email is sent, the tokens and links show up in a different font and size. I've been able to get around it by trying to match the font and size as closely as possible, but it's still noticeably different. Has anyone else experienced this?

2930
kelly
4 years ago
deb
debContributor ⭐️⭐️
asked in Archived content
Email Assist - "Email Template" dropdown menu is cumbersome to use

When adding an Email task to a Playbook, it is currently rather difficult to search for the correct Email Template via the dropdown menu. The drop down menu does not sort templates alphabetically, by date updated, or any seemingly logical manner. I have hundreds of Email Templates located in CoPilot. Even with very organized naming schemes, it is frustrating to locate the Email Template I want to use via the dropdown. Can it be listed alphabetically, by template update (newest > oldest), or even better - include a search option?

1420
edleguizamo
4 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
published in Archived content
Sharing dashboards using CoPilot - How To Guide

[i][i]With Gainsight's new sharing capabilities, you can now share dashboards, C360/R360 sections and success plans. While C360/R360 pages can be shared via CoPilot, you can't do this with dashboards straight out of the box. But....there is a workaround that I'll explain below. [i]Please note that this has a few important caveats that you'll want to pay attention to at the bottom of the instructions. Steps: Create an outreach (with appropriate template and powerlist) to send to the individuals to whom you want to share the dashboard. We'll come back to this outreach later in the process. Using Administration > Dashboard Builder page[list=1] Create a dashboard that you would like to share and enable sharing on that dashboard.  For sharing settings:[list=1] Uncheck - Enable OTP Verification Check - Add an expiration period (7 days) Optional - Enable Export[/list]Using Gainsight Home page Select your dashboard and click "Preview & Share"

2070
kate_green
4 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Archived content
CoPilot Templates 2.0 - Link Editor Functionality

With the release of Templates 2.0, we lost the functionality to edit the hyperlink text within the link editor, just by clicking the existing link.  This makes it more difficult to edit links within a template.  Can that functionality be restored?

410
R
4 years ago
will_ritchie
will_ritchieContributor ⭐️⭐️
asked in Archived content
How do you add a background image in the HTML editor in CoPilot?

I tried to paste in some HTML from a different editor, but it turned [i]<td background="[i]https://cdn2.hubspot.net/hubfs/215600/Analytics_webinar_background.jpg"[i]; bgcolor="#4c4f53" valign="top"> [i] into [i]<td bgcolor="#4c4f53" valign="top"> Any ideas?

580
R
4 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Archived content
Reformatting Links With "&" in CoPilot

When we use links with "&" in the URL, the html editor adds an extra set of text "amp;" after the existing "&" When the link gets clicked by the recipient, this redirects them to the wrong place.   After I add my URL to the link editor, I have to then go into the html to delete the extra "amp;"

600
R
4 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Archived content
Inline CSS or Inline Styling

I'm having trouble interpreting the documentation on CoPilot Email Coding Guidelines here: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/... At the bottom, the heading says "Why Inline CSS", which makes me think Templates 2.0 supports inline CSS.  However, whenever I paste my my style tags into my template, the rules are deleted.  In the documentation the text in the paragraph states "move all CSS class attributes into inline for individual elements".  Does this mean that the email editor does not support inline CSS, but rather favors inline styling?   This feels like semantics to me but I wanted to make sure I was interpreting the expected behavior correctly. Thanks!

680
R
4 years ago
adam_bambrough
adam_bambroughContributor ⭐️⭐️⭐️⭐️
asked in Archived content
a.bambrough@zignallabs.com

We're hitting issues where when using the WYSWYG editor in co-pilot, the email formatting is breaking when displayed in various email clients. Is there any coming workflow or integration (such as Litmus or emailonacid ) that will let us test in multiple email platforms from in the app? Sending manually and running multiple a dozen+ platforms isn't really feasible 

240
R
4 years ago
kate_green
kate_greenHelper ⭐️⭐️
asked in Archived content
Button Formatting In CoPilot Email Templates

I'm trying to set the font-family, size, and text-decoration for my button in a CoPilot email template.  However, it doesn't appear that the changes I make in the html are being saved or applied.  Is there a way to format the button text in this way? Changes to html: After clicking submit: Re-open the html editor: The reason I want to edit this format is because when the email is received it appears as serif font and doesn't look good: Any help would be greatly appreciated! Thanks, Kate

1150
R
4 years ago
allie_gold
allie_goldHelper ⭐️
asked in Archived content
How does your internal CSM team get notified about survey responses?

We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?

990
heather_landgraf
4 years ago
sundar
sundarExpert ⭐️
published in Archived content
Copilot known issues

In the recent past there has been few issues observed in copilot. Product team has addressed part of them and working actively to address the remainder. Please refer to this sheet  Listing down the issues that is being worked upon with fixes slated for next few weeks: Survey Analytics page not loading because of API call failure. This is only for the surveys that were distributed via Copilot. Fix slated for December 22nd release. Survey Button click is not being tracked. [list=1] Reason : Email service provider does not track the click of the URL is greater than 255 chars. Hotfix : Survey URL has been shortened by 40 chars approx. This addresses the scenarios that we have seen until now. Long-term fix : Approach to shorten the URL further and warn / prevent user from having long survey URL under plan / design phase. Slated for Jan / Feb release Embedded report in the email not visible to recipients on Apple mail and Outlook on Mac. Reas

350
matt_stone
4 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Archived content
Text Only CoPIlot Email

In doing some testing through more some preview tools, it looks like a user who views emails in text only isn't getting any content. Is there a way to control 'text only' content in CoPilot? Thanks, Elizabeth Adams

890
R
4 years ago
leanne
leanneContributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
How do you export a powerlist?

This used to be easy..... When a Powerlist was generated, the email delivered had an attached file of the Powerlist results.  Now, the email says "Results can be downloaded from Rules execution history page."  But I generated the Powerlist from CoPilot, not from a rule, so there's no record on the rules execution history page.   Am I missing something?  How do I download the whole list?  Or do I really have to scroll through all 54 pages, 6 records at a time?

1510
lila_meyer
5 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Archived content
February Release is Coming Soon!

Feb. 7+: Sandbox org upgrade to 5.5 release Feb. 21 (tentative): Production org upgrade to 5.5.x release This is a major release with many significant enhancements, including: CoPilot Emails: create multiple variations of a single Email template to send to different customers based on criteria you’ve set. Similar functionality is available for Power Lists and Outreaches. Cockpit configuration for Global, Account, and Relationship levels (aka, Distributed Admin): configure CTA types and their components at the Global level, or just for Accounts or Relationships; configure linked objects at each level; plus improved Cockpit list view filter options. Timeline is available in the Relationship 360 for logging calls, meetings, emails, and notes on your customer interactions and history. Also, Admins can create custom Activity types for use with Timeline in the R360 and C360. Rules Engine: close Objective CTAs and Relationships CTAs; new data types and standard objec

1030
casuallove
5 years ago
Frank
FrankProduct Guru
published in Archived content
Optimize the order of articles in the Knowledge base categories

You can optimize the order of articles in categories to structure them in a logical way. There need to be at least 2 articles in a category before you can reorder the list with drag and drop. Tip: The 5 articles that are ordered on top of a Knowledge base category will also be displayed in the parent category page. (re)Ordering articles1. Go to Control → Platform → Knowledge Base2. Select the category where you want to order the articles and click Edit3. In the Content tab, place your mouse cursor on the icon with the dots and drag and drop the article to the right position4. Click Save changes 

3500
Frank
5 years ago
sudhakar_ravuri
sudhakar_ravuriContributor ⭐️⭐️
asked in Archived content
Notify the account owner by default in an outreach email

Is there any way in copilot to copy in whoever the account owner is? Current scenario, I see the ability to copy in up to 3 email addresses. This is a feature request for a way to achieve notifying the account owner when a welcome email (for example) goes out.

240
keisha_thomas
5 years ago
Julian
JulianGainsight Employee ⭐️⭐️
published in Archived content
New to the Community? Everything you need to know

Is this your first visit to our community? Well then welcome to our small world of awesomeness! First things first: What we're here for (and what not)No matter if you're a veteran in what you're doing or a newbie... the inSpired community is the go-to place for everything you need to know to reach your goal. We have many experts here with years of experience in Community Management, Support, Onboarding, Knowledgebase-management... the list just goes on.However we know our limits. Should your goal be to become the best in Photoshop, then you are better off on other communities dedicated to that. We are very happy to receive your question, but whatever you do please follow our Terms of Conditions.] A quick tour through the CommunityNobody likes to get labeled. But when it comes to finding out where to put your question or find the right FAQ, labels can be handy! We have a number of categories for you to browse:Got a question?A general free-for-all subcategory, designed to be your safety

35020
Julian
5 years ago
mei_ling_kuan
mei_ling_kuanContributor ⭐️⭐️⭐️
asked in Archived content
copilot include formula in field token

Is there a way to include a formula when resolving a token value in the email template? e.g. if the contact's first name is empty then use the last name or if the last name is just email just use Dear customer? This will be really useful because, our key contact may not have first and last name because we don't capture this in certain part of contact capturing forms. Any plans in the road map to do this?

180
michael
5 years ago
lauren_marsh
lauren_marshContributor ⭐️⭐️
asked in Archived content
Add Salesforce fields to email logs for reporting

We just started using copilot and want to run reports on this information.  Is it possible to pull in salesforce account and contact fields, other than the out of the box fields, into a report like this?  Items such as contact Role and Account Industry are examples. Thank you, Lauren

900
blaire_berry
5 years ago
scott_superko
scott_superkoHelper ⭐️
asked in Archived content
Date format in CTA comments

The support team has confirmed that when you add a date field as a token to the CTA comments via the rules engine, the date format will always be YYYY-DD-MM regardless of how the field is formatted. It would be great if we could designate the date format similar to formatting tokens in CoPilot.

730
kalle_paavola_e41c87
6 years ago
katie_b
katie_bHelper ⭐️
posted in Archived content
Configure Reports to Send via Email Assist

I would love to see the added ability to include reports in email assist templates in addition to just those sent through Journey Orchestrator (https://support.gainsight.com/Journey_Orchestrator_and_Email/Standard_Outreaches/05_Configuring_Reports_to_Send_via_CoPilot) Our current use case for this is for CSMs to send our Gainsight customer usage report to the sales team prior to renewal. We do not yet have our sales team in Gainsight and Journey Orchestrator programs don't work for internal communications. It would also allow our CSMs more control over the message if we did decide on a customer use case as well, so they could edit/customize the message prior to sending the email/report to the customer. Thanks!

380
katie_b
6 years ago
justin_lautenschlager
justin_lautenschlagerContributor ⭐️⭐️
asked in Archived content
Copilot Metrics

When I view some of the outreaches we've put together in Copilot, it seems as though we're only able to track the number of opens, clicks, bounces, etc. The way we currently track our email outreaches is by the % of unique opens, clicks, and bounces. While I could see the benefit of tracking the pure number of opens and clicks, is there no way to also track the percent of unique opens and clicks as well?

2400
ben
6 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Sponsor Tracking Visible within Salesforce

The general idea is to make the status of Sponsor Tracking visible on the Contact record for reporting and use within Co-Pilot filtering. If our AMs go through the process of configuring contacts for Sponsor Tracking in Gainsight, we don't want to duplicate that work by setting a flag on the Contact record as well.

640
sai_kumar
6 years ago

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