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I have a client request to manually send a link to a user from Copilot. The end users IT administrator is blocking links coming through our emails so they would like to be able to manually send them a link to the survey. I know you can manually construct these by hunting and pecking through multiple tables, but this isn't a scalable approach. 

I have a customer that is able to get an execution report after a regular Copilot Outreach is sent out. Is there any possibility to have something similar sent out for Advanced Outreaches? We understand that we have the Advanced Outreach Analytics within the product itself, however an emailed execution log would be particularly helpful for this customer.

After the release last week, we started receiving reports that survey links we were sending out through CoPilot were giving users an error message saying: "An error occurred, please contact survey sender." Turns out in the survey site itself in SF, there is a checkbox that notes "Require secure site (Https)". And with the latest release, Gainsight started to require this for survey sites. THIS IS THE KIND OF INFO WE NEED IN RELEASE NOTES!! This is not the first time we've had releases break functionality without any warning.  And this time, not just back-end functionality, but broken functionality in something we're sending out to our Customers, which just makes us look bad.  So just in case anyone else is getting the same issue, it's an easy fix.  I just would have preferred to fix it before we sent broken links out to our customers. 

We have a use case where we would like to include more than five reports. Is there currently a plan to expand that capability? Thanks, Elizabeth

As the Gainsight application evolves and new functionality is introduced, at times, we will deprecate older features and functionality. When a deprecation is planned, we strive to provide customers with at least 3 months notice. In many cases, we’re able to provide more advance notice, so that you can learn the new features and plan how to transition your content or processes. In CoPilot, we plan to deprecate the Standard Outreaches functionality sometime in 2018. Refer to How to Configure Adv. Outreaches for instructions.

Is there a field available to validate that the Time Scheduler Field is working properly? When I dig into the email logs table, I can access Trigger Date of a copilot send.  I can't tell if the trigger date/time is this same thing as the send date/time. If yes, that would mean my Time Scheduler Field isn't working properly. If no, is there a different send date/time field that I am unable to access or find?

Hi! I could use some assistance setting up an Outreach chain in CoPilot. Just need another set of eyes that might see something different. We are trying to automate a few processes such as sending Tips&Tricks emails to users that have recently logged into our platform for the first time. The issue I am experiencing with this is that we don't want to send work related emails during the weekend, because more than likely it won't be checked.  Since we are basing the Powerlist off of the first login date, it has been difficult to get the date logic down so that no users are being skipped on these outreaches.  Currently, there are 3 email outreaches we have set up to fire 1 day, 6 days, and 11 days post first login. I am flexible on that timing so it doesn't have to match exactly. However, due to the current setup, depending on what day the first login was, they may be excluded from receiving one or more of these

It would be great for rule-generated outreaches to skip US holidays that fall on weekdays. For instance, standard emails went out on Labor Day, which may have highlighted that these are automated to our customers, despite all of our efforts to make them personal. It would be great if the standard US holidays were loaded into CoPilot and coded as weekends, so they skip outreaches in the same way Saturdays / Sundays are skipped. 

Is it possible to tokenize a field in my email template to pull the value from the uploaded CSV in my power list? It is a field that is not in salesforce but I would like to insert that value from the uploaded CSV into my email to make it more personalized. Is this possible or can I only use tokenized fields from sfdc?

It would be nice if you could build reports off of email logs and be able to customize the analytics which are shown on the CoPilot tab.  

When creating CoPilot emails and using a Placeholder to pull a field in from Salesforce, the formatting doesnt match the surrounding.  Is there a way to format these placeholders/tokens?

I looked around and didn't see anything that answered my question but sorry if this is obvious!  We have set up Outreaches in CoPilot that are sent out to users as part of our On-boarding process. For example, we send an Outreach for a new user that was provisioned but hasn't logged in to the platform yet. We have this scheduled to pull in users to the Powerlist that were provisioned 2 days before rule date but have not logged in yet. The issue we are experiencing is that if a user was provisioned on a Friday, the outreach would be expected to be sent on a Sunday. As a company, we'd rather not send out work-related items on weekends so we do not schedule the Outreaches for weekends. This means that by the time Monday rolls around, the user would no longer be on this Powerlist and that 1st reminder email was never sent to the user.  I was wondering if there was a way to set up this up based on Business Days? That way we could have this automatically p

Would it be possible for us to have standard fields as options when mapping tokens in Co-pilot Outreaches? My examples would be dates but its possible there are others. Some emails need to specify the date that the Outreach was triggered. We could accomplish this if we could map 'run date' (with formatting options that would allow us to do full the date format  or Day, Month or Year individually.

We have a need to send an email with Google Analytics usage data to our customers as a step in a Playbook.  There is no set criteria when this may happen so we would like to use Email Assist instead of a CoPilot Outreach.   I have created an email template in CoPilot which contains the Reports however when I create the Playbook and search for the email template it's not on the drop down list - if I remove the Reports the Template it shows up.  I found out from support this is by design.   Can we support email templates with Reports in a future version of Email Assist?  

Gainsight's Summer (v5.9) release is live in your orgs. We've prepared a variety of resources to help Admins and end users understand and make use of the new features: For Admins, we're offering live webinars: Sept. 6 at 9:00 AM - 10:30 AM PT - CoPilot, Surveys, Reporting, Rules Engine, & Timezone Standardization - link to register Sept. 7 at 9:00 AM - 10:00 AM PT - GS User, Sally bot & Slack integration, Share 360 layouts, & Scorecards 2.0 migration - link to registerYou can also read our detailed release notes and new ar

Gainsight's Summer release (v5.9) is coming out on September 5. This release contains lots of exciting new functionality, including the following enhancements: Surveys: create in-line surveys to display a question directly in an email, and create survey links with an expiration date Scorecards 2.0: a migration utility is available to help you convert Account Scorecards (1.0) to Scorecards 2.0 Rules Engine: configure Rule Chains using Bionic Rules, include MDA Joins in Bionic Rules, and leverage Cron Expressions for flexible scheduling of rules (including multiple times per day) Success Plans: view Success Plan progress in a Gantt chart and create Success Plans using Bionic Rules Email Assist: send reports and surveys via Email Assist; last used contact is automatically populated in To field; From and Reply-to addresses are now customizable, and more Timeline and Activities: Timeline is available in the Accou

Is it possible to configure CoPilot outreaches so that, rather than everyone being bcc’d so no one knows who gets an email, that everyone [i]in an email domain can see on the To: line everyone else at their company who got the email? This would help mitigate a lot of issues with mass communications.

We have customers that have multiple activities / projects happening simultaneously. Rather than sending multiple emails for updates or at close out, we would like to send one email that covers multiple instances. We could set parameters to say 'repeat this question where project close date is between A and B.' For example, client is working on Project 1, 2, 3 at the same time - they are coordinated, but involve different specialized teams. In the survey, we would say rate Project 1 experience, Project 2 experience, Project 3 experience, etc. For this to be effective, we would also need questions to be tokenized - reference post: To https://community.gainsight.com/gainsight/topics/creating-surveys-with-tokens. The survey would be delivered via CoPilot email - both automated and through CTA Assist

I would like to create a report based on specific copilot outreaches that I can then add to a dashboard. This would be so I could track all the outreaches applicable to my role on one dashboard, and not have to go to copilot. Once we are able to share dashboards with stakeholders, I would then be able to share/show value of certain outreaches with them this way as well.  I am able to create reports for email logs, but, those seem to be only reporting on emails sent via email assist.  Does anyone have any advice on how to create such a report?  Thanks! Denim 

We cloned an existing, working email template in CoPilot for a special project. The template itself contains a numerical value, which is the number of days until the customers renewal is due. Up to this point, it has always come across to the customer as a whole number (i.e. "40"). BUT, following the new template we made yesterday, it was sent as "40.00000". This was not present in the preview before initiating the outreach. Anyone else seeing this behavior with new email templates? On a side note, we did get a fun reply for the customer: ""40.00000​ days." That is very all-the-way-to-the-fifth-decimal-place specific!" 

Hey @Lila -- I don't see a definition in the article you linked to re: rejected.  I also have some confusion on skipped and how hardbounces + rejected plays into that.  -------------------- If I look at Execution History in CoPilot > Outreaches -- here is what I would love to see:  Target: # of contacts in power-list Skipped: # of contacts previously hard-bounced, previously rejected, already in send, already sent mail in past 90days that copilot is skipping (I would love to be able to report on all of eahc of these categories as well) Sent: # of target contacts minus # of skipped contacts  Delivered: (# of Sent minus # Hard Bounces minus # Soft Bounces) (potentially minus of # of rejected depending on the definition) -- Delivery Rate (# of Delivered / # of Sent) # Hard Bounce -- Hard Bounce Rate (# of Hard Bounces / # of Delivered)

When the CSMs use Copilot to send emails, Gainsight automatically syncs a task back to SFDC, which is awesome!  I noticed that the Subject of the copilot task in SFDC is always ‘Outreach:’, but I am wondering if there is any other tag or field created that we could use in Salesforce to identify these Copilot outreach tasks created by Gainsight?

Hello! Curious if there is a way within CoPilot to narrow down our Power List based on previously sent outreaches. When building a Power List, within the "Which meets the additional criteria from Contacts" section, we would like to be able to select an option to designate whether a contact has received a specific previously sent message (which, currently, all outreaches are stored within the 'Activity History' section on their respective Salesforce page -- please see example below). For example, we would like to be able to say the following: Activity equals Welcome to SPS Commerce! ('Welcome

The HTML code editor in CoPilot is a great feature, but it appears not to support insertion of iframe tags - for example inserting a youtube video.  It would be great if this was supported - kinda how this HTML editor permits :)

We are exploring the use of a bionic rule to create a more targeted Power List in CoPilot that leverages multiple data sources pulled together. While we could push it to an MDA table and then create a PowerList, it's an added step that is not needed as we do not need to historically keep track of this information in its own table. Having the ability to simply 'push' results to a Power List would be a huge time saver.