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steve_davis
Gainsight Employee ⭐️⭐️
April 21, 2016
Solved

Copilot Follow Up Outreach

  • April 21, 2016
  • 16 replies
  • 144 views
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?
Best answer by andrew_cummins
To fulfil the requirement of creating follow up power list below steps need to be followed.

  • If using a custom object, create a lookup from Survey Participant to that object.
  • Create 2 Checkbox custom fields with the names Email Sent and Survey Responded on custom (Project) object.
  • Create 2 rules to populate the data into the above 2 fields.
[i]First Rule:

Source is Email logs and the target object is Custom (Project) object. In the set up section, filter the particular outreach using the Batch ID from Email logs table.

In the Action section, Map the Associated Value from the Email logs to ID in the custom (Project) object and set Email sent to True. 
Run the rule.

[i]Second Rule:

Source is Survey participant and the target object is Custom (Project) object. In the set up section, filter the particular Survey using the Survey Title from Survey participant table. 

In the Action section, map the look up field which was created earlier from the Survey participant to ID in the and set Survey responded to True. 
Run the rule. 

[i]Powerlist creation:

After running the rules, create a brand new power list on Custom (Project) object and add the below filter in the criteria.

[i]Email Sent equals True and Survey Responded Equals False

Trigger the power list and proceed with the outreach with the same email template. 
This outreach and power list are just like the follow up power list and follow up outreach.

16 replies

ky_powell
Contributor ⭐️⭐️⭐️⭐️⭐️
March 6, 2017
That makes sense. Though if there is a workaround I'd like to at least explore it. Our CSM's currently workflow is now heavily dependent on being able to send out these follow up outreaches. 
andrew_cummins
Helper ⭐️
March 6, 2017
To fulfil the requirement of creating follow up power list below steps need to be followed.

  • If using a custom object, create a lookup from Survey Participant to that object.
  • Create 2 Checkbox custom fields with the names Email Sent and Survey Responded on custom (Project) object.
  • Create 2 rules to populate the data into the above 2 fields.
[i]First Rule:

Source is Email logs and the target object is Custom (Project) object. In the set up section, filter the particular outreach using the Batch ID from Email logs table.

In the Action section, Map the Associated Value from the Email logs to ID in the custom (Project) object and set Email sent to True. 
Run the rule.

[i]Second Rule:

Source is Survey participant and the target object is Custom (Project) object. In the set up section, filter the particular Survey using the Survey Title from Survey participant table. 

In the Action section, map the look up field which was created earlier from the Survey participant to ID in the and set Survey responded to True. 
Run the rule. 

[i]Powerlist creation:

After running the rules, create a brand new power list on Custom (Project) object and add the below filter in the criteria.

[i]Email Sent equals True and Survey Responded Equals False

Trigger the power list and proceed with the outreach with the same email template. 
This outreach and power list are just like the follow up power list and follow up outreach.
andrew_cummins
Helper ⭐️
March 6, 2017
So basically you are creating the follow up on the custom object and not email logs. 
scott_superko
Helper ⭐️
April 17, 2017
This is also a big limitation for my use case.  Steve states that the fix will release in November and Andrew states it will release in May.  Can someone clarify the correct date?
steve_davis
Gainsight Employee ⭐️⭐️
April 18, 2017
Andrew is correct. There is a workaround... but its pretty extensive. We do have advance outreaches planned coming out in the May release. 
steve_davis
Gainsight Employee ⭐️⭐️
April 18, 2017
Andrew is correct. There is a workaround... but its pretty extensive. We do have advanced outreaches coming out in the May release. There is a lot of new functionality around this feature but this case should be fixed.