Archived content

How to configure Copilot Email Service

Hi. As we want to send surveys triggered on a list created dynamically, we tried to configure a survey to be sent by Copilot Email Service. However this option is blocked, as you can see bellow: https://mail.google.com/mail/u/0/?ui=2&ik=0b0d5852f4&view=fimg&th=1539eed76d8ed047&attid=0.1&disp=emb&realattid=ii_im3kivbs0_1539ee9c6adb2e31&attbid=ANGjdJ-r7m-653_En0dyPR4rF0m3CReDADzeQDRc5XM4SF23JZAruMkjp9JboL-cIGi943KmBcMVMqxsDt6sgHUdJeDEKJQCK3ZaUVpLSeyAgA6PPO-uJwSLOZ29A2k&sz=w908-h410&ats=1458667245762&rm=1539eed76d8ed047&zw&atsh=1 How can we solve this?

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sara_hoefflerContributor ⭐️⭐️⭐️⭐️⭐️

Does anyone have automatic scores set up based on CoPilot analytics?

Does anyone have automatic scores set up based on CoPilot analytics?  If so, what logic are you using? I'm curious to see what others have done.

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jeffrey_colemanHelper ⭐️

Copilot reporting an invalid email address because of apostrophe

I have a power list set up and it's returning 1 failure for an email address with an apostrophe in it. To the best of my knowledge it's a valid email: https://mailto:john.o&#x27;doe@example.com

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josh_grigoneGainsight Employee ⭐️

Comprehensive Open List within CoPilot Analytics

Hi all, It may be beneficial for some customers to view a comprehensive list of CoPilot analytics by Activity rather than by Outreach, Customer, or Contact. For example, adding Sent, Opened, Clicked, Bounced, etc. into a dropdown to view comprehensively, regardless of outreach, contact, or customer may help in viewing these data points independent of Outreach, Customer, etc. This would prevent users from having to build out a report to view this comprehensive information. Thanks!

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lauren_mintzHelper ⭐️⭐️

CoPilot Unsubscribes: How is this handled for 1 contact on 2 accounts (or more)?

If there is a contact on more than one account with the same email address, what happens when that contact unsubscribes? Is that contact unsubscribed for all accounts (since it's the same email address) or are they only unsubscribed from the account which the email was sent for?   Thank you! Lauren

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alex_legayHelper ⭐️⭐️⭐️

Functionality to wrap text around an image in CoPilot template editor

I had a customer trying to create an email template using the WYSIWYG editor and wanted to have an image that takes up about 20% of the canvas be on the right and have text to the left of the image. Right now, this is only possible using HTML, will something like this be possible in the future? Any sort of email template editor improvements on the roadmap? -Alex

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lila_meyerGainsight Employee ⭐️⭐️⭐️

Patch Release Notes: Version 5.3.3 and 5.3.4, October 25, 2016

The following updates are included in the 5.3.3 and 5.3.4 releases: The unresponsive-script warning message no longer appears while scheduling an Outreach. Survey responses are visible in the R360. Playbook email tasks do not generate truncated emails even if the CoPilot Email Template's canvas is greater than 600 pixels. Success Snapshot Export for Relationships now shows the correct customer information for the Relationship-field Tokens. All sections in the Account Widgets are displayed properly even if a sponsor has changes. Admins can now add a NULL criterion for the CSM field at Administration > UI Views > Specify Filter Criteria. A UI error no longer occurs when changing a filter, such as the CSM name, from the current user name to another user. Existing scorecards are visible now at Administration > Health Scoring > Account Scorecards > Measure and Group Configuration.

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lane_hGainsight Employee ⭐️⭐️⭐️

Trigger JO Email via rule

We are sending emails from Copilot that first require a few rules to run. The Copilot email pulls from one of our MDA tables. Before the email can be sent, we: Load data into MDA Map Account Id to MDA Write Contact to Account Map Contact ID to MDA Send emails via CopilotWe plan on having 2-4 in a rule chain, but we would also want to have the email in Copilot happen after the rules have been completed.  Is there a way to schedule a copilot email to run at the end of a rule chain?

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elena_painterContributor ⭐️⭐️⭐️⭐️

CSM Tip: How is CoPilot different from other email marketing services like Marketo?

We recommend you use Gainsight CoPilot to send emails when it’s part of your broader Customer Success initiatives. Typically these emails are sent to existing customers to increase adoption or gauge success. CoPilot allows you to launch automated emails from within Gainsight based on customer attributes such as health score, product usage, survey results and lifecycle stage. For more information on how to use CoPilot, review this Support article on Gainsight Go. Email marketing tools facilitate multi-step marketing campaigns (drip campaigns) targeted to prospects. Typically these are for referral programs or marketing events. For more information, check out this blog post.

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elena_painterContributor ⭐️⭐️⭐️⭐️

CSM Tip: How should CSMs use CoPilot?

Gainsight recommends that you select one person to coordinate the administration and use of CoPilot to ensure consistency in messaging to customers and to avoid over-communication.  Your Gainsight admin, CS Ops team member, or 1:many lead are all good candidates to manage the service.

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elena_painterContributor ⭐️⭐️⭐️⭐️

Rolling Monthly NPS Survey - Based on Contract Start Date

Are you interested in sending NPS surveys to your customers on a rolling basis? It's possible with CoPilot and Powerlists. The Powerlist below is built on the field "Customer Lifetime in Months" and will send a survey to a customer every six months.  If you need an NPS survey, you can download directly from Vault.  Here are the criteria to create the powerlists: 1)  2) 3)  

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elaine_clearyHelper ⭐️⭐️

Most valuable aspects of Gainsight used by a high-touch CSM (i.e supporting less than 10 customers)

A customer I'm working with asked about the most valuable aspects of Gainsight for use by a high-touch CSM (for this example let's say less than 10 customers).  Do you agree with the list below?  Anything you'd add that your higher touch CSMs use in Gainsight to drive the best customer experience? Creating joint customer account plans in Success Plans to document goals & progress towards achieving them throughout the year  Using Success Snapshots to export plans to your corporate branded PowerPoint templates to save time prepping slides, share with customer, or in some cases to use the Success Plan screen live in regular meetings with customers for updating progress Capturing internal Success Plans for goals that aren't shared with customers but rather internal targets for the year and building reports on achieving MBOs/KPIs which streamline goal conversations Updating a manual, subjective scorecard measure

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lila_meyerGainsight Employee ⭐️⭐️⭐️

We have some great webinars planned for the next few weeks, including: October 19 at 9:00-9:45 AM PT - Gainsight on Gainsight: How Semi-Automated Emails can help CSMs save time -- Register Learn how to use Gainsight's Email Assist feature to save time sending manual emails. Unlike fully automated emails from CoPilot, these emails from Cockpit allow the CSM to validate and customize a pre-populated email template and then choose to send. October 26 at 9:00-9:45 AM PT - Gainsight on Gainsight: Utilizing Gainsight Outside of CSM Teams -- Register Gainsight began as a tool for Customer Success Managers, but its use has spread across several functions. Learn how to collaborate and use Gainsight in Non-CSM Teams. November 2 at 9:00-9:45 AM PT - Gainsight on Gainsight: Customer Advocacy -- Register Join our Customer Marketing team for an overview of how to discover, track, and grow advocacy using Gainsight. November 3 at 8:00-9:30 AM PT - Gainsight Product Roadmap Webinar

October Webinar Schedule

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lila_meyerGainsight Employee ⭐️⭐️⭐️

Gainsight’s October Release is Live!

Your Gainsight environment is upgraded to the October release. For more information, please review our detailed release notes and associated support articles. On Tuesday, October 11, we’re hosting a live demonstration of the new functionality from 9am - 10amPacific -- click here to sign up! If you can’t attend, register anyway, and we’ll email you the recording. This release contains a variety of product enhancements, including: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and use standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power

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mahesh_patilGainsight Employee ⭐️⭐️

Service Incident: Copilot Power List Outreaches failing where Email Id contains special characters

SUMMARY We are currently investigating reports of CoPilot Power Lists and Outreaches failing where the email id's contain special characters.   FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

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elena_painterContributor ⭐️⭐️⭐️⭐️

We're excited to share our monthly Vault Update! New Search Functionality With the new release, you can now search across all folders for Assets! New Vault Assets We've released 30 new Vault Assets, including a series of Assets to gauge customer email engagement (available on our 1:Many Communication folder): A set of Rules to set a Scorecard based on Email Engagement Rules to create a CTA for low email engagement & high email engagement Playbook for steps to follow when copilot emails to key contacts bounce Vault Spotlight: Tracking ROI of Customer Success Check out our blog post on Tracking ROI of Customer Success. A complete list of the supporting Vault Assets is included at the bottom of the blog. Highlights include: Closed Renewals Associated with a CSM “Save” -- illustrates how CS contributes to customer retention Closed Upsells Attributed to CSMs -- illustrates how CS expan

Vault Update!

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darkknightExpert ⭐️

Rules Engine: Create email body from within Setup Action

It would be nice to be able to create the body of an email directly from within the Rules Engine Setup Action screen, without having to create an actual template in JO.My use case here is to be able to send email notifications to our CSOps team whenever particular conditions exist, i.e. an account has gone into Boarding status without certain key fields populated. These would simply be backend notifications for the CSOps team and don't necessarily require being formatted a certain way in an HTML template.I see this working in a similar capacity to Email Tasks in Cockpit (except without the pre-defined template), where I receive a pop-up window where I can enter text for the email.

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gwen_glessnerContributor ⭐️

Co-Pilot Rules of Engagement / SOP

Co-Pilot will be used in our organization by Admins and individual account managers.  We want to create "Rules of Engagement" that cover standard operating processes.  Has anyone done this?

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mandy_majorGainsight Employee ⭐️⭐️

Forwarding Copilot outreaches from Apple Mail

We have a use case where CSMs are receiving outreaches for their customers that have usage reports embedded into it.  The CSM reviews the report and forwards to their customer.  We have found that using Apple mail on an Iphone (and also Outlook 2011) is sending the wrong reports when the email is forwarded.   For example, the CSM reviews an email for Customer 1, then reviews an email for Customer 2, and then reviews the email for Customer 3.  They forward the email for Customer 3 to the customer.  The customer then receives the email and the reports in the outreach are wrong.  The reports contain the data for the previous 2 customers that the CSM had just reviewed these emails.  Seems like Apple mail is caching the previous reports when you forward the subsequent emails. If you view the emails on a computer, or gmail on a phone, they work just fine, and do not cause any errors when forwarded.  Also, if you receive a copy of the email using the

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naquiyah_cashContributor ⭐️⭐️⭐️⭐️

Copilot: Creating a power list using a list of contacts attended training via Go To Training with survey

Question - Best way to create a powerlist on contacts that attend a Go To Meeting Training. To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts. Scenario - User registers to our training and this information is stored in Go To Training. Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive. Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah

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lila_meyerGainsight Employee ⭐️⭐️⭐️

October Release Coming Next Week!

On October 6, Gainsight will release a variety of product enhancements. We’re also hosting a live demonstration of the new functionality on Tuesday October 11 at 9am Pacific -- click here for more details and to sign up! Here’s a sneak peek at the enhancements included in the October release: Configure scoring and weighting exceptions in Relationship Scorecards Distinguish between manual and automated measures in Account Scorecards and standardized methods for updating scores Use Unified Connectors to define multiple Mixpanel connections with an improved UI and flexibility to define the MDA object Setup automated mapping of Zendesk organizations to Salesforce Accounts within Gainsight Salesforce Sharing Settings are honored in Gainsight, enabling user-specific report and data sharing Create a CoPilot Power List using an Account Data Space Send Operational Emails from CoPilot without the unsubscribe link, and to previously unsubscribed co

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lila_meyerGainsight Employee ⭐️⭐️⭐️

CoPilot: add option to return to list pages

When you are in the edit mode for an email template or a power list or an outreach, it requires 2 clicks to get back to the list of templates/outreaches/power lists. In Report Builder, we have a link to the Repository that's always visible when you're editing/creating a report. It'd be nice if the 1-click to return to your list view was available across modules.

lila_meyerGainsight Employee ⭐️⭐️⭐️

We've got a great schedule of Gainsight product and Customer Success webinar topics planned for September! Details below: September 7 at 9:00-9:45 AM PT -- Building ROI of Customer Success Dashboards -- Register Join our Gainsight Admin as he goes through the theory and configuration behind "ROI of Customer Success" dashboards in Gainsight. September 14 at 9:00-9:45 AM PT -- Survey Reporting Using Data Spaces -- Register Join our Surveys product manager for a deep dive on how Admins can utilize Data Spaces to more easily and effectively build reports on Survey and NPS data in Gainsight. **September 15 at 8:30-10:00 AM PT -- Relationships Overview -- Register In this webinar, we'll review when/if your org should use Relationships, how to configure Relationship Types and the Relationship360, as well as how Relationship Types work with CoPilot, Surveys, Playbooks, Success Plans, and more. September 21 at 9:00-9:45 AM PT -- Customer Best Practices for

September Webinar Lineup

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lauren_marshContributor ⭐️⭐️

Use copilot to send "Operational" emails

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?

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andrew_cumminsHelper ⭐️

CoPilot Outreach follow-ups need help

Currently when you create a followup from an outreach the followup can look at the Batch Name of the original outreach to gather a list of those that need a followup. Unfortunately this list is not dynamic because it will always look back at the original outreach and continue to send emails to those that have actually "opened the email" or "clicked the link" because the followup is where the customer clicked the link or opened the email not the original outreach. In essence to get what I want currently I would have to create a followup of the followup every day which is not feasible and very unrealistic to manage. Currently the followup to me is only seen as a one time deal. 

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