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  • 531 Topics
  • 1,838 Replies
531 Topics
andrew_cummins
andrew_cumminsHelper ⭐️
posted in Archived content
Ability to mass validate emails before a Copilot Outreach

Currently when we send a Copilot outreach we get some failed contacts and some successful contacts from the live run. It would be nice to be able to validate emails before the live outreach via csv upload or even better to validate from the powerlist/outreach on a "Test" run. It is completely unmanageable to validate individual emails and update them one by one. So also having a way to mass update might be a good idea?

220
brittany
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Archived content
Is there a way to update certain fields when sending emails via Copilot?

Hi, We are using Copilot to send our NPS survey and I would like to update a field on the Customer Info level to hold the date of the last NPS survey that was sent to the account. Is there a way to update fields automatically when an email is being sent via Copilot? I was thinking to use the rules engine , but which object do I need to use? (Not NPSSurvey Response because then the field will be updated only for those who sent their response and not to all the power list). Thank you, Aviv.

260
aviv_caspi
7 years ago
michelle_flink
michelle_flinkContributor ⭐️⭐️⭐️
asked in Archived content
Sending internal communications/ reports via coPilot

Customer would like to leverage coPilot to send INTERNAL emails to the organization that highlights their entire customer base's usage and other non-customer specific reports. Is this possible to do?  

2020
gaurav_kotak
7 years ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Archived content
copilot cannot be seen even after adding copilot permission to user

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

790
lokeshraovn
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Unable to select "Task" as object when loading to SFDC Object with Rules Engine?

We have had a process that takes a previously sent email from CoPilot and loads it in as a Task on an Opportunity in SFDC. This has been working great up until Friday, January 20th. I am looking at the rule and nothing has changed. But, when I try to edit it and re-select "Task" as the target object when loading to an SFDC object with the Rules Engine, my only choice is Account. Not sure where Task went. Any ideas? I can contact Support, but figured I would start here.

260
ben
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
How do you update a Salesforce field via the Rules Engine?

We are sending out a mass email to customers when their Support Plan changes. We are filtering who is getting this based on a checkbox in Salesforce. We would like to have that checkbox be unchecked once the email is sent.  I *think* this can be accomplished via the Rules engine, but now sure how. I typically use CoPilot for email outreach, so not much experience with Rules Engine sending emails. Any guidance? Thanks! -Ben

1640
ben
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
posted in Archived content
Clickable link in 360 CoPilot email report.

We have a report that shows CoPilot email activity on the 360. It would be great if the template name in a 360 report was a clickable link that would open a read-only view of the template.

120
manu_mittal
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
posted in Archived content
CoPilot Template snippet

It would be helpful to include a little 'snippet' almost a mini-template that can be pulled into multiple templates and then updated in one place. - We often include little timely taglines like check out or new offering XYZ! It would be great if we could have a little snippet that we could include in the signature line that we could update in one place and have it replicate through existing templates where that's used. Right now, we keep the emails pretty generic because it is unrealistic to update so many templates with the current promotions.

160
elizabeth_adams_c593ee
7 years ago
andy_sackley
andy_sackleyHelper ⭐️
asked in Archived content
Sending 1 automated CTA with CoPilot Email template to multiple recipients

We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc.  Is this possible? (and if so, how!) Thanks!

480
elizabeth_adams_c593ee
7 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Archived content
Holiday Greetings with Gsnap

For the first time in Gainsight's history, we sent out a holiday greeting to our customers using Gsnap. The response was overwhelmingly good – with our open and click thru rates ranging around 45%. We used Gnsap integrated with CoPilot. If you are curious about how we did it, here is the link to the article:  https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/08_SEND_GSNAPS_USING_COPILOT_OR_EMAIL_ASSIST_TASKS Please share how are you using Gsnaps in your organization.

280
karen_jones
7 years ago
dan_ahrens
dan_ahrensExpert ⭐️⭐️⭐️
asked in Archived content
More detail on how unsubscribed contacts are handled by CoPilot

Hi, I'm asking this on behalf of a customer who wants to understand a little bit more clearly how CoPilot manages contacts who have previously unsubscribed. Is the check for an unsubscribe done before or after the power list results are generated? In other words, if a contact has previously unsubscribed, but they otherwise meet the criteria of the powerlist, will they A) show up in the power list results, but not receive the email or 😎 not show up in the power list results at all? Thanks!

690
lila_meyer
7 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Archived content
Sync Copilot emails to Account not Contact in SFDC

We are sending emails via Copilot and are syncing them back to Salesforce. However, it appears they are syncing to the contact and not the account.  Is there a way to get the task to show on the account in Salesforce?

210
steve_davis
8 years ago
chuen_moschetti_1466d2
chuen_moschetti_1466d2Contributor ⭐️⭐️⭐️⭐️
posted in Archived content
Logging emails at the Relationship Level

Our CoPilot emails are relationship based but we like to log automated emails to SalesForce activity, however,  the checkbox on Outreach not allow access.  Apparently, this is not a currently supported feature in the relationship Power List due to the way relationship contacts are stored. The checkbox uses the traditional SFDC contact object, it is a separate object from SFDC contacts. What is the roadmap for building out CoPilot for these relationship functions?

230
pele
8 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Archived content
Loss of Sponsor 'Listening Posts'

We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? Are there other ways that you watch out for your sponsors leaving your customers?thx, folks!

330
tzundelgainsightcom
8 years ago
lauren_tallerico
lauren_tallericoContributor ⭐️⭐️
asked in Archived content
Adding CoPilot Analytics to Dashboards Analytics

Looking to have the Copilot Analytics for two of our current surveys added to the Dashboard view for our onboarding team. Is it possible to add the existing Analytics (open, bounce, click rate etc) to that tab without having to rebuild an entire report? 

410
sundar
8 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Archived content
Copilot Usage Reports - Ranking on Bar Charts

I plan to send out a monthly Usage Report to a part of the accounts in the company, but for all bar charts, for example top 10 users, even if I rank them in the report, in the actual email the ranking is not taken into account. It's pretty difficult to see in a glance the ranking, especially when the difference between the bars is really insignificant. 

370
sundar
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Archived content
November Release is Live in Gainsight!

Gainsight's November (5.4) release is live in your orgs today! Detailed release notes and new support articles are available now. This release contains many important enhancements, including: Custom Cockpit List Views: users can save their favorite filtered views of CTAs in Cockpit Survey Links: Survey and CoPilot enhancements make it easier to close the transactional survey feedback loop Custom C360 page layouts: configure up to 11 different C360 page layouts and apply them to different Accounts and for different Users Customer360 Timeline (Beta): users can log updates, calls, meetings, or emails in the form of an activity on the new C360 Timeline page Report Builder improvements including Freeze First Column in tabular reports, filter by current user and other users, and export reports built with Data Spaces into PPTs CoPilot Power Lists and Outreach creation for internal SFDC users; as well as CSV file import of emails ID’s into Power Lists Gainsight Connect (Beta

400
lila_meyer
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Archived content
Send Gsnaps Using CoPilot, or Email Assist Tasks

Although Gsnap and CoPilot are not fully integrated at this time, we do have a fairly simple workaround that enables you to send Gsnaps via CoPilot, or with Email Assist Tasks. This is helpful in situations where you want to: Send Gsnaps to multiple customers at the same time Send Gsnaps based on customer data: usage, change of stage etc. e.g., You can send a welcome Gsnap when a customer stage changes to closed-won. Send a Gsnap along with customer data such as usage reports. Send Gsnap from Email Assist tasks in Cockpit.See this article for complete instructions.

160
lila_meyer
8 years ago
katie_sexton
katie_sextonContributor ⭐️⭐️⭐️
asked in Archived content
Gsnap send to group?

Hello - Love Gsnap. Is it possible to send to a group of contacts at once? (without individually searching for and adding them?) Thinking answer is no as I understand it does not work with copilot yet. Please advise. Thanks!

350
lila_meyer
8 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
posted in Archived content
What's New & Most Downloaded from Vault

What's New in Vault Upsell ROI -- ARR from Last Quarter's Health Wins (Opportunity) Renewal ROI - ARR from Last Quarter's Health 'Saves' Renewal ROI - ARR from Last Quarter's Health 'Wins' Overdue CTAs by CSMs (by CTA Status) Overdue CTAs by Reason (by CSM) Rule to check if account has CTAs Set Score based on email engagement Set Score to NA Create CTA for Unsubscribed Contact Bounced Copilot Emails (Playbook)Here's the top 10 assets our customers have downloaded so far: Welcome Email (Email Template) Executive Business Review (Playbook) General NPS Survey (Survey) Sum of ARR by CSM (Report) Count of Active Accounts by CSM (Report) Create first EBR CTA based on Original Contract Date V1 (Rule) Percentage of NPS Responses by Response Type by CSM (Report) Sum of ARR by Renewal Date (Report) New Customer (Playbook)Count of Accounts by Account Stage (Report) Count of Accounts by Account Stage (Report)

170
lila_meyer
8 years ago
alex_legay
alex_legayHelper ⭐️⭐️⭐️
posted in Archived content
Using survey links prevents you from creating follow-ups

Not sure if this is more of a PSA or what but I figured I would post this as an idea to see if there was anything on the roadmap to be able to work around this. Right now when you set up the survey links you are asked for an object and field to link to. So for example, we can create an outreach based on case and send out a CoPilot outreach using the case object in your power list. After sending it out, it is not possible to send a follow-up email based on if someone didn't open the email because the survey linked object/field is not in the power list. This is because the new power list is built off email logs and not case. Can there be a tooltip or something added in the properties when setting up a survey that explains this? Or is it even possible to get this compatible with follow-ups?

00
alex_legay
8 years ago
ankur_bhat
ankur_bhatHelper ⭐️
asked in Archived content
Capturing Survey non respondents for survey via Copilot.

[i]We have a customer Kenshoo Ltd. who are facing this problem where they are unable to extract the participants of a Survey who have not responded. The survey is sent via Copilot. [i]Is there a way that they would be able to do this without exporting the data or could we request that this enhancement be made?

270
andy_sackley
8 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Does Gainsight have an API for sending emails?

We have a need to use some custom code rather than a standard email template. In other systems, we can accomplish this with use of their API. I am curious if Gainsight has an API, and specifically, allows functions associated with CoPilot or the Rules Engine. Our end goal would be to send outreaches using the API.

540
johnny_burtchaell
8 years ago
rich_vickers
rich_vickersContributor ⭐️
posted in Archived content
Feedback on Survey Feedback Loop Feature

We've been using the preview Survey Feedback feature for a week now and I can say that it seems solid. For those who are unsure of what this feature brings to the table, it allows us to know with 100% certainty which survey a response belongs to. I know that sounds simple, but if a person logged multiple support requests in a day, that would generate multiple support requests. We have our system set to only send one survey per month, but we didn't know WHICH support request we had sent a survey for. To combat this problem, we devised a system that would guarantee only one survey of that type would be sent out to a person on any given day. Ok, so that solved the problem of which survey was sent, but there was still the small issue of the response. There was no way to directly link this back to the original request beyond just guessing that the response was for the last survey we sent. This feature takes the guesswork out of the process. Now the issue ID is passed to the EMail logs (s

250
marie
8 years ago
nicole_alrubaiy
nicole_alrubaiyContributor ⭐️⭐️⭐️
asked in Archived content
Can you update SFDC based on Hard Bounces from Email Outreach?

Is there a way to write a rule to update SFDC when we have hard bounces from an email campaign?  We have a field in SFDC on the contact object that indicates if a contact is Active/Inactive.  Ideally, we'd want to flip that to Inactive for any hard bounces. I know we can export a report and import to SFDC, but I'd rather have this automated (especially when we use Copilot a lot).

810
nicole_alrubaiy
8 years ago

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