Skip to main content
andrew_cummins
andrew_cummins
Helper ⭐️
April 14, 2016

CoPilot Follow Up feature pull from the same object of the original PowerList

  • April 14, 2016
  • 17 replies
  • 180 views
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. 

      17 replies

      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      April 15, 2016
      Another option is to manually input a group email address and group name in the From Name and From Email fields. For example, some of our customer emails are sent from "Gainsight Customer Success" with the email address "csm@gainsight.com". 

      We're working on addressing this limitation in our documentation, and the product team hears your feedback too. Thanks for posting!
      Lila Krutel, Dir. Global Education Services
      andrew_cummins
      andrew_cumminsAuthor
      Helper ⭐️
      April 15, 2016
      Yes that is an option to use a Global
      email address but it is not as personalized as the original output. Also how
      would I get that global email to show up in the outreach because it is not on
      the object that the follow up is created on?

      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      April 15, 2016
      I definitely understand the global option is not as personalized. But if you wanted to input a group name or email address that's not available in the drop-down menus, you would just type it into these fields directly:

      Lila Krutel, Dir. Global Education Services
      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      April 15, 2016
      Here's what the resulting email looks like:

      Lila Krutel, Dir. Global Education Services
      andrew_cummins
      andrew_cumminsAuthor
      Helper ⭐️
      April 15, 2016
      I see what you mean. that is an option. 
      paul_upshaw
      paul_upshaw
      Contributor ⭐️⭐️
      May 17, 2016
      I am dealing with the same issue, however I am trying to create a CTA for a follow up phone call when an email goes unread for a period of time.  I get all the way to the CTA action, and I cannot assign it to the person who sent the email, because the CSM field is not available in the email matrix data container.

      Our intent was to contact by phone only when an email contact is not sufficient, which could be a huge value added benefit to Gainsight, but not dice.  Does anyone know a workaround?  One that doesn't involve a group email address, since I cannot assign a CTA based off of this info.
      andrew_cummins
      andrew_cumminsAuthor
      Helper ⭐️
      May 17, 2016
      are you using the rules engine to try to set up the CTA?
      paul_upshaw
      paul_upshaw
      Contributor ⭐️⭐️
      May 18, 2016
      Yes, copilot email, rules for CTA.
      andrew_cummins
      andrew_cumminsAuthor
      Helper ⭐️
      May 18, 2016
      So there is no possible way around this yet. Once Gainsight allows for reference IDs in MDA data you can do this with table joins in the MDA. BUT aside from that I know Gainsight product team is working on a similar user story that would allow us to create followups and CTAs based on the initial outreach but as far as I know there is no ETA yet. 
      paul_upshaw
      paul_upshaw
      Contributor ⭐️⭐️
      June 7, 2016
      Ok, I figured out a way to do this. One manual step at this point, but it works.

      Set your follow up email CTA, you have to assign it to a single person within the organization.  You can then use the mass edit feature to filter down to this specific CTA, reassign, and select the CSM field.  Click and done, all of the CTAs that were previously assigned to the individual are now properly assigned to the correct CSM.
        Show more replies
        Terms & ConditionsAccessibility statement