Ability to CC/BCC contacts on JO outreach

Hey Chris,

This is shipped last week, you can add a Email copy to and send it to a Specific email address or a dynamic fields. One difference between Bcc and Email copy is that Email copy is sent to CSM / email address filled in the <To:> field unlike Bcc where the <To:> address is the actual recipient. This is done to avoid the stats of open and clicked by the CSM getting added to overall stats of outreach. Try this feature out and let me know the feedback.
 

Hi Sundar, just to make sure I understand the difference btw bcc and copy

if <To:> field is filled for Email copy, on the email to the client contact, it will show the CSM as cc-ed (?). Will CSM receive the actual email then? 

if <To:> field is filled for bcc, the client contact would certainly not see it. But the CSM then will receive a copy and their click to open will not be counted in the analytics. 

Am my understanding correct? 

If you set the Email Copy field in copilot, It will not show that the CSM is Cc-ed, but the CSM will receive a copy of actual email with the an extra line saying who received the email and this will not affect the analytics.

We do not have an implementation of Bcc yet in copilot.

Does this address your question?

Hello - What happens if you have a null cc: field? Will it still send to the client and just not cc: who is specified? 

Here's my use case: Need to send a client communication on behalf of an Account Manager, but want to copy an Account Executive. If I don't have an Account Executive listed for the account (which is sometimes the case), will the client still receive the email, but the AE won't?

Hey Katie - The emails will not be sent to that client since the AE field is null. This is controlled be the flag "Don't send email when one of the token is empty / null" and I assume you keep this checked.

Sundar,

Has there been any thought or is it even possible to create an actual CC in Copilot? I had a customer with a specific use case where they wanted their CSM to be CC'd on the email and not just get a copy.

In this instance they were notifying the customer that their CSM had been cc'd on the email.

Or was this just a product decision to prevent the email logs data from getting counted by the cc'd users?

Thanks,
Alex

We also have a business need for a true CC.

Use-case: co-pilot is sending an automated email (triggered off a closed won new customer opportunity) from the account executive which intro's the post-sales team (as a cc) to the customer.

While open rates are great to track -- I would sacrifice that in favor or connecting the two teams in an effective manner.

Another option that would work well for us is having multiple contacts in the To: Field.

The addition of cc is critical for most business emails and Gainsight needs to put this function into their roadmap.

Jumping in here. We have a use case where we would like to send an email and CC the sales rep on the email. This way when the Sales Rep replies it stays on the same email thread instead of possibly creating a new one.