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467 Topics
josh_grigone
josh_grigoneGainsight Employee ⭐️
posted in Archived content
Extended CoPilot Outreach Scheduling Options

It can become tricky when users want to send Outreaches twice a year and the ability to select "Yearly" as an option when setting a Recurring Schedule would be beneficial in allowing users to schedule outreaches semi-annually, bi-annually, etc. Extended scheduling options may come in handy for customers looking to set a recurring schedule that extends beyond monthly. Thanks!

162
nancy_bray
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Archived content
Invite customers to update account information

It can sometimes be challenging to stay up-to-date on key account information in 1:many relationships. It would be helpful if we could send through CoPilot some kind of 'survey' that shows values for certain selected SFDC fields for that account. The client could confirm accuracy or provide any needed updates in a way that can be fed back into SFDC. Thanks, Elizabeth

211
sundar
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Stuck on CoPilot survey mapping

What am I doing wrong folks? I get the attached error when attempting to make an outreach for a Survey in CoPilot. My hunch is that it relates to the info I have in our Customer Info object, but I am not sure how exactly to remedy it. Any guidance?

395
ben
7 years ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
posted in Archived content
Dropdown in outreach contact preview only pulls from random subset of the power list

Currently, when you preview and outreach it pulls from a random subset of contacts from the power list attached. It would be nice if you could search the whole contact list.  This would greatly help out customers that are using multi variant emails while testing. For example, if you are using language as an identifier it is possible you won't get any contacts in the dropdown with the language you are testing for. Also, the default variant always shows in the CoPilot preview UI.

40
alex_legay
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
posted in Archived content
Ability to default the language on the form to add "Relationship Contacts"

Customer has created a custom field on the relationship contact object for relationship. They have set the default for the field in SFDC to "english" and if the customer adds the contact with the form set to "none" it does default to English, so its working. The customer would like the ability for the form to display that by default. 

50
steve_davis
7 years ago
chris_mudd
chris_muddGainsight Employee ⭐️
posted in Archived content
Date Formats CoPilot

Can we add the ability to show a date format in CoPilot that looks like July 1, 2016.  As it stands now if we try to show the natural format it puts in a time stamp or looks like 1 July 2016.  

316
ben
7 years ago
matthew_hershey
matthew_hersheyContributor ⭐️⭐️
asked in Archived content
Adding links to Salesforce Case/ Account / Opportunity in a Copilot Email

I have been asked to create an automated email for our sales reps as a notification when our highest priority support cases are opened.  I know you can link Cases to a CTA, but this is not an option for a couple reasons.  What I'm trying to accomplish is to have a link within the email that would allow the recipient to click on the account name or case # and be taken to that page within Salesforce. I have tokenized some of the fields with case data as an FYI but my VP is adamant that they be clickable links (as if the sales reps can't master Copy/ Paste) We have several other internal outreaches that would similiarly benefit from the ability to link to the corresponding Salesforce page. Am I missing something or is this not possible at this time?

3786
karl_rumelhart
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Archived content
Conditional Reports in CoPilot Emails

Hi - We are putting together a monthly utilization report for our clients. We have multiple products that clients could be using and we want to include the relevant report based on the products listed in their SFDC record. I tried including the varied reports in a single email, but the report shows a flat line if the account doesn't have that product. I also looked at the segmentation functionality. Unfortunately, that would only work well if the clients have one product or another. However, there are many different combinations and even if I could build out the number of 'variant' templates to meet our needs, I'm not sure how we could get the criteria to match exactly. What we really need is for the segmentation to behave more like tokens. Include this segment when this condition is met and so forth. Is that something that's a possibility? If not, is there a way to make the report visible only if a condition in an SFDC field is met? Thanks!

507
elizabeth_adams_c593ee
7 years ago
seth_schroeder
seth_schroederGainsight Employee ⭐️⭐️
published in Archived content
New Support Docs: "How to Send a CoPilot Email" Path

Similar to our "How to Build a Survey" path, we've organized our CoPilot articles into a step-by-step guide for new users to create and execute CoPilot Outreaches. Like our other paths, while it's possible to tackle the sub-tasks of this in a different order, we're presenting the articles in a recommended sequence. This link will direct you to the embedded path: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/How_to_Send_a_CoPilot_Email_(Path)  We'd love to hear any feedback regarding this type of documentation as we continue to build new paths.

200
seth_schroeder
7 years ago
andrew_cummins
andrew_cumminsHelper ⭐️
posted in Archived content
CoPilot Follow Up feature pull from the same object of the original PowerList

When I create a follow up powerlist from a CoPilot the follow up list pulls from a completely separate object than what my original powerlist was created from. The reason why I create a powerlist on different objects is to use TAGs to send the emails from those employees and in the signature line. Because the follow up powerlist is on a totally different object I no longer have access to sending a similar template from the same employee to the customer. I am only able to send from the customer or account itself which makes not sense. Doesn't make sense as a customer to get an email from myself to take a survey for a company. 

9817
scott_superko
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
asked in Archived content
Copilot Follow Up Outreach

I have been working with the new Copilot Outreach Follow Up feature, but noticing an limitation. It appears this follow up is built off of email logs and when building off email logs we can't use the same tokens in the templates the the original outreach. Is there another way to do this?

11316
steve_davis
7 years ago
kevin_ly
kevin_lyHelper ⭐️
asked in Archived content
[Feature Request] Ability to create a powerlist + Rules ON Scorecard V2.0 MDA fact objects

When we create a Scorecard on Scorecard V2.0, a MDA object gets created automatically with the name <scorecard_name> Scorecard Fact. Currently, in this version, we cannot create powerlists + Rules on these MDA objects and it is a limitation. These MDA objects are NOT visible in the drop down while selecting the objects in the powerlist screen or rules.  Currently native 1.0 can access the scores, but not 2.0. There is alot of use cases cannot be used in 2.0 due to this limitation. Such as Sending CoPilot and CTAs based on Score Measure.

323
sundar
7 years ago
leanne
leanneContributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Improvements to email template organization

(warning: I'm venting) We really need some improvements and better organization around email templates, especially due to the fact that you can't use Relationship email templates for Account outreaches and vice versa, and there's no way to tell what type of email template is which.  I just created a new Co-Pilot outreach.  To save time (ha!) I cloned an existing email template (because if you copy and paste text from one email template to another, you lose all the formatting). What I didn't notice is that the email template I copied is a Relationship email template, so after getting my PowerList all set up, and my email template set up, when I go to create the Outreach, my email template is nowhere to be found, because my Outreach is an Account Outreach. So now back to square one to re-create my email template from scratch.  THERE IS NO REASON AN EMAIL TEMPLATE NEEDS TO BE LIMITED TO RELATIONSHIPS OR ACCOUNTS!! I see there's a handy-dandy filter option on the e

333
leanne
7 years ago
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
asked in Archived content
Ability to use commas with a formula(number) field within an email template.

I've got a general question around using formula fields in Copilot email templates. So when we use a field in an email template we have the option to set it to show commas and/or decimals within the field.  From this option, we can decide whether or not of include these notations and even show how many decimal places we would like to be represented if we so choose. Now this feature only truly works if we are using a number-type field, as it's been explained to me by the L2 team (and that makes complete sense to me). My question is, can we allow this feature to be applied to a formula field as well?  I know we often come across hiccups when we use formula fields, so I'm wondering if we know of any future plans to allow the commas to be displayed for formula fields? Thanks

140
tom_gerth
7 years ago
marissa_barcza
marissa_barczaContributor ⭐️⭐️
posted in Archived content
Batching Distribution of CoPilot Campaigns

When sending campaigns from CoPilot, some outreaches may create a lot of traffic for our CSM team - it would be great to automatically "batch" the emails to go out in small chunks over a period of time. The last thing we want is for customers to feel engaged from an outreach then not get a response if they have a follow up question. I know it's possible to split up the powerlist with arbitrary criteria, but that's not an ideal solution ...  To illustrate this more clearly with an specific example of an upcoming campaign, we are targeting more than 5,000 individuals - I would like to send 1250 emails at a time over two days (e.g., 1250 at 10 am, 1250 at 2 pm, and repeat on subsequent days until all customers contacted). 

552
ben
7 years ago
tom_gerth
tom_gerthGainsight Employee ⭐️⭐️
posted in Archived content
Ability to start a thread from Copilot?

I have an interesting idea that was purposed to me by a customer that I thought I'd get some thoughts on. The basic idea is a 1:Many email for an account via Copilot, where we just send one email and have several contacts within the same thread. The use case behind this, is that if we send the same email to multiple contacts within the same account, you end up with several threads and limited collaboration between CSM and the multiple points of contact.  This can leave an opening for miscommunication or having a CSM telling multiple people the same thing, when it could have just been communicate once through a thread.

567
karl_rumelhart
7 years ago
steve_davis
steve_davisGainsight Employee ⭐️⭐️
posted in Archived content
More Unsubscribe Options In Copilot

I am logging this as a question, but I think it may be a feature enhancement. I will change if confirmed.  "We run multiple campaigns for different products. We would like the ability for our correspondents to unsubscribe by providing multiple choice questions so they can pick the type of emails that interest them and those who don't. Right now, it's all or nothing."

02
tzundelgainsightcom
7 years ago
reneehouse
reneehouseContributor ⭐️⭐️⭐️⭐️⭐️
posted in Archived content
Tag Relationship posts in Gainsight Community

I would love the ability to view all conversations with a Relationship filter on Gainsight Community. The Relationship feature touches so many other areas of Gainsight (Rules Engine, Scorecards, CoPilot, Reports & Dashboards, Cockpit, Timeline, etc. and I would love to filter to see Relationship specific conversations from those who currently have the feature. 

431
karl_rumelhart
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
How do you pull CoPilot analytics into your scorecard?

We are looking to update our Scorecard. The end goal is to both have scores that are accurate to our customer's health and categories our CSMs can take action on toward improvement. This allows us to build a "circle of change" where we see an area for improvement, take an action, and see a positive change in that area. One thing that would go a long way with this is to include CoPilot analytic data in the scorecard. My issue is that I cannot seem to figure out how to do that. Any guidance on how to setup the rule to make that possible?

274
roshan_rahim_chittoor
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Archived content
Catch-up with Gainsight!

Looking to refresh your Survey program, or update your customer health scoring model? How about gaining efficiencies in your automated email or tech touch program? We've organized the latest enhancements to help those of you who might want to catch-up, one program at a time. Check out these new "catch-up" articles: Survey Enhancements CoPilot Automated Email Enhancements Cockpit UI & CTA/Task Configuration Enhancements Customer Health Scorecards Enhancements Rules Engine Enhancements Report Building & Dashboards Enhancements Customer & Relationship 360 EnhancementsLet us know if these are helpful, and/or if there are other topics you'd like to see organized this way!

80
lila_meyer
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Scheduling automated emails based on events in salesforce

I am trying to set up our first round of automated emails in Gainsight which will roll out to our T4 tech touch customers. It seems that if I use CoPilot to set these up, I can not set up a schedule for these emails based on an event change in Salesforce. I need to set up automated welcome emails based on 3 days after a deal closing in salesforce. It appears this would need to be done in the rules engine but based on an article I read, it doesn't appear that this would be a reason for using rules engine to set these types of emails up. Am I right in thinking I should set this up in Rules Engine, or am I overlooking being able to set this up in CoPilot?

1088
ky_powell
7 years ago
cail_judy
cail_judyContributor ⭐️⭐️
asked in Archived content
Additional Filter Options when Scheduling Multi-Variant Email Templates

I'm a fan of the steps Gainsight is taking to update the usability of CoPilot to save time when scheduling multiple sends for a global audience. However, I currently can't take advantage of the multi-variant format. For my usecase, I schedule monthly product updates to our global audience, in five different languages. We don't designate sending Spanish emails just to Spain, for example. I base my sends off two factors: 1) Region 2) Language on the Contact level If I can't filter for these two things, then I'm unable to utilize the new format.   If you have any work-around suggestions, I'd happily hear them.  Thanks, Cail

342
ben
7 years ago
brandon_ellis
brandon_ellisContributor ⭐️
asked in Archived content
Tables or columns in Copilot template

I need to use a table or columns in a CoPilot template and can't find a workaround. I have thought of placing an image of the table, but I need individual cells hyperlinked versus the whole image/table. Any ideas?

332
brandon_ellis
7 years ago
andrew_cummins
andrew_cumminsHelper ⭐️
posted in Archived content
Ability to mass validate emails before a Copilot Outreach

Currently when we send a Copilot outreach we get some failed contacts and some successful contacts from the live run. It would be nice to be able to validate emails before the live outreach via csv upload or even better to validate from the powerlist/outreach on a "Test" run. It is completely unmanageable to validate individual emails and update them one by one. So also having a way to mass update might be a good idea?

223
brittany
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Can you use "If this, then that" logic inside CoPilot contact filtering?

We have a need to use "if this, then that" logic within the contact filtering of a CoPilot powerlist. Here is the situation: We have two different "Roles with Company" that designate the contacts on an account that need to be informed of key information: Primary Technical and Decision Maker. A contact can only have one role at a time, but there can be multiple contacts with the same role on an account. We are working toward our SOC2 certification and have some notices that need to be delivered in a certain timeframe to certain customer. All of our accounts (should) have either a primary technical contact or a decision maker, but not necessarily both. For some notices, we would like to be able to say the following: "If there is at least one primary technical, then send the notice to those contacts and DO NOT send a notice to the decision maker roles. If there is not at least one primary technical, then send the notice to the contacts with the decision maker role" Our predicament now

569
manu_mittal
7 years ago

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