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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.

I send usage reports internally and to customers through CoPilot on a fairly regular basis. Normally these are stacked bar charts with multiple measures beign displayed at once. This is fine, because the legend appears at the bottom to indicate which each of the colours are representing.  When a user only has one type of measure being displayed on the graph though, the legend disappears. This is problematic because even I don't know which measure is being shown and it can cause confusion when trying to read the reports and understand our customer's usage patterns. It would be great if there was the ability to toggle an "always-on" legend so that I could have the measure display even when there is only one type of measure on the graph.

When I test an outreach, the text produced from the "First Name" token is bigger than the text in the rest of template.  I can't find a way to change the font/size of the token text.  

Hi all, I've been keeping notes of every issue I've found in Gainsight in the last days. Thought about how to share them and instead of creating one topic for each, however I've preferred to dump everything in 1 topic per feature. Here you have my annotations for Copilot: Power Lists You can't use filters to deal only with workdays in filters like "last N days". This means you need to workaround to avoid sending emails during the weekend. Editing templates CTRL+C behavior doesn't work like expected. It pastes in the end of the text. CTRL+Z behavior doesn't work like expected. It doesn't undo last action sometimes. CTRL+V behavior doesn't work like expected. It doesn't work when pasting over a text selection substituting it. When copying one template and pasting in another template opened in a secondary tab, tokens copied may break (not always). This usually shows up specially when you save and then later opening the template once again. Sometimes when you edit the token, th

There is no ability to export the custom email templates from Copilot. It will be good if we have an Export option so that we can use the exported email template is other systems like Marketo

While trying to debug some issues with a recent Copilot outreach issue with a customer, we've discovered that the fact that the outreach failure report shows each column with a gsd or gsm header really slows troubleshooting down quite a bit. The biggest issue is that the customer wants to be self sufficient in these issues and the gsd/gsms are really making it difficult. I understand that this is how the results are designed, but is there any way we can get something on the road map to show the display name as they are configured in the MDA table to show in the results versus the gsd/gsm ids? I've attached a screenshot for reference. Thanks!

I found the below description about how internal survey submission works, but would be great to get more clarity, please? We're trying to figure out if we can use this as an internal survey tool (that is completed on behalf of customers)  My questions:  Who needs access to the survey? Can someone without Gainsight access take the internal survey on behalf of someone?  Is the survey still sent to a customer? Can it be sent to someone other than the Contact ID it's associated with?  What I found:  ****** Allow Internal Submission Check this box if you would like to be able to manually enter responses on behalf of survey recipients. This might be used if you had a low response and decide to do a phone campaign to ask the same questions. When enabled, the internal submission option appears on the Surveys > Distribute page, in the Actions column. (this feature is not available if you distribute via CoPilot)

Hoping for some suggestions/ideas here. We have a product that depending on the reason for purchase will not have "normal" usage.  Our CSM Leadership team is looking for a way to indicate whether a user will be a power user or a more seasonal/occasional user, and then, tailor alerts and copilot campaigns based on that designation.  Has anyone done something similar? I'm thinking we could create a field on the contact record to designate, and then, use that as a filter for Copilot.  Since we have multiple products though, that could get tricky.  Would love any additional ideas.

I was creating my first email in CoPilot (yay!) but I was running into some formatting issues. I wanted to jump into the HTML and add a few line break codes to fix the issues. However as far as I can tell the only way to access HTML is if I paste in the code for the entire email. Then, once that's pasted in, I don't have access to edit the HTML. If I want to make some changes after seeing the text I have to paste it in again as the whole text. Is this accurate/expected functionality or should I be able to edit the HTML of text created with the WYSIWYG editor?

I'm in the process of scheduling multiple outreaches to coincide with various events we present each month and I've discovered a few unnecessary time sucks as a result of the tool set up that might be prevented. Upon hitting save, the screen always reverts back to the current month. This might not seem like a big deal, but it takes 11-13 seconds to move forward to each month. Since I'm scheduling the outreaches for 12 months, this process takes a long time. It would be more efficient for the screen to remain on the month I'm currently scheduling for. Even though I selected to view "Related Schedules" only in the calendar, the screen always reverts back to showing "all schedules" each time I save a scheduled outreach. Yet, the filter still shows that I selected "Related Schedules." When using my mouse to roll over outreach names in the calendar view, the full name doesn't pop up. I have to click into that outreach name in order to know which one it is, which moves me out of

When sending emails through email assist, are you still able to track template open/click rates like you can through CoPilot, or is this tracking only available through CoPilot outreaches?

We have come across several situations that require us to compare fields when filtering rules, reports, and powerlists. We want to find accounts where Date A is greater than Date B, or Field A is equal to Field B. As far as we can tell, only the rules engine has a work around when setting up the actions, but the powerlists and reports remain a major struggle. Has anyone else run into a similar issue?

In the COPILOT FAQS & TROUBLESHOOTING document, it states: "Integration with Eloqua is on our long term roadmap." Is there any ballpark idea of when and what the scope of such an integration will entail?

I wanted an email to go out to the entire company when a customer moves to Red zone. We have a group email id to which the email can go to. Is there a way to do this from rules?  The send email action doesn't seem to give me an option to do this, and neither does the co-pilot. 

In CoPilot, even if you are using a picklist as your variant filter you have to type/paste the text in. For example, if you have a language picklist on the contact record you would have to type out the value ie. (ES - Espanol). This could lead to mistakes when setting up the variants and is more time consuming.

Hi team - can we apply advanced filters with CSAT and other transactional surveys? For instance, can we apply the following layers of logic together? Closed support ticket AND has not received a CSAT for the past weekI know we can use power lists to apply various filters for other copilot outreaches. Wondering if we can do the same with triggers.

Is it possible to have a 'sent' Copilot email automatically update the Status of a CTA (with a particular Reason)?  This is true automated Copilot email -- not an Email Assist situation.   Example use case:   -  A lifecycle CTA for lower touch customer fires for the next Business Review (ReasBusiness Review).  It's due in 6 months, does not have Playbook at this time, & stays in a Status of 'open' (so that you can always see the next milestone in the journey).   - We'd like to send an automated Copilot email to the customer for scheduling & have the sending of that email automatically change the status of the CTA to 'outreach sent' as an example.  So that the CSM who is managing a large volume of accounts is spending the least amount of time possible with the initial outreach activity to schedule the call, but rather is focused on the Business Reviews themselves.   -We would prefer not to use an Email Assist to avoid the CSM having to h

Suppress one/multiple reports in co-pilot if they are empty, but still deliver the email with the other reports containing data.  Also, it should be possible to suppress emails if ‘all’ reports are empty. I see an option to stop sending emails if one of the report is empty , but this won’t help my use cases above.

I need to enlarge a report within an email that I am sending through copilot. The text currently stretches across the entire email while the report only takes up about half the email width. I have zero experience in HTML, but I believe that is where I can make the necessary change. Can someone help me identify which element on which line I need to edit? or even just point me to a good HTML learning resource? I believe this is the section of code I'll be looking in:   <div style="box-sizing: border-box; padding-top: 0px; padding-bottom: 0px; margin: 0px;">    </div>     <img alt="" width="580" src="cid:905a5f60-f92c-4b16-a6fd-0cd1c477dcd2" style="border: 0px; box-sizing: border-box; vertical-align: middle;">     <div style="box-sizing: border-box; padding-top: 0px; padding-bottom: 0px; margin: 0px;">     </div>   </div>   <div style="box-sizing: border-box; padding-top: 0px; padding-bottom

I'm trying to send out a monthly usage data email to all of our accounts. I gathered all relevant usage data and uploaded it to matrix data on gainsight.  Now I have an email template where there are multiple spots that I just want to include a single number. (Example: "Number of log-ins last month: ###, Number of uploads last month: ###, etc.) These numbers all exist in this matrix data table and in a report I could easily search by account id to get the specific metric I'm looking for at any given time.  How can I do this in a copilot email? There are ~10 metrics I want to display, plus a few graphical reports. Thank you!

When including a button in an email template for CoPilot Email Tempaltes 2.0, any changes to the font do not save. You can change the color of the button but the font changes do not save. The issue with it not saving is that the different fonts in an email looks strange and inconsistent. Is this going to be resolved at some point or is this an expected functionality? 

We use CoPilot extensively for automated renewal notifications. We then log those emails back to the renewal opportunities. We accomplish this by loading the open renewal data to the Email Logs table and then referencing that data when loading the emails back to SFDC. We are having a recent issue where the "Template Name" is no longer mappable to the "Subject" Field of a "Task" object in SFDC. This has been working for us for the last year, but we received the following error today when viewing the rule: In addition, I no longer have the option of selecting "Subject" when setting up my mapping for the Load to SFDC action. I did notice that the field type for Subject is listed as "COMBOBOX". Idk what that is or how it affects (or doesn't affect) the situation. Thanks!

Anyone have an issue were they are adding fields on to a preexisting data space, but after saving and refreshing the fields don't show up down the line to other functions when attempting to use? Scenario: My data space is used to limit contacts in a powerlist. When testing out the functionality I'm finding new use cases for additional fields. I go back in the dataspace, add in necessary fields, save, jump back in my powerlist (and/or refresh) to find the fields aren't available.  In fact the only way I can get it to work is to save down a new data space and create a new PowerList. User Error? Common Error? Thanks!

After sending a co-pilot, when you receive a report and some are marked as "failed to send outreach," why is this happening to those emails and how do I correct this in the future?

We're always updating and adding new content to Gainsight Go. While the list of articles updated in the last month is too long to list, here's what's new: Articles: Grant Access to Gainsight 360 Custom Tab (for non-Gainsight Admins to access the new G360) View Gainsight 360 (new in 5.6) How to Configure Advanced Outreaches (new CoPilot feature in 5.6) Email Templates 2.0 FAQs Adv. Outreach FAQs Common Errors and Reasons Events Framework Overview (new in 5.6) Create CTA Forms Using Linked Objects Formula Builder in Bionic Rules (new in 5.6) Gainsight Bulk API (enhanced in 5.6) Gainsight Bulk API FAQs  Data Import Lookup (new in 5.6) Field Deletion in Rules (new in 5.6)Videos: Intro to Scorecards 2.0 (8 mins.) Intro to Adv. Outreaches (10 mins.) Use Timeline for Note-taking & Follow-up Tasks (6 mins.)You can follow the Product News & Updates category on the Community to receive email notifications about new product content on a monthly basis