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I have an interesting idea that was purposed to me by a customer that I thought I'd get some thoughts on. The basic idea is a 1:Many email for an account via Copilot, where we just send one email and have several contacts within the same thread. The use case behind this, is that if we send the same email to multiple contacts within the same account, you end up with several threads and limited collaboration between CSM and the multiple points of contact.  This can leave an opening for miscommunication or having a CSM telling multiple people the same thing, when it could have just been communicate once through a thread.

I am logging this as a question, but I think it may be a feature enhancement. I will change if confirmed.  "We run multiple campaigns for different products. We would like the ability for our correspondents to unsubscribe by providing multiple choice questions so they can pick the type of emails that interest them and those who don't. Right now, it's all or nothing."

I would love the ability to view all conversations with a Relationship filter on Gainsight Community. The Relationship feature touches so many other areas of Gainsight (Rules Engine, Scorecards, CoPilot, Reports & Dashboards, Cockpit, Timeline, etc. and I would love to filter to see Relationship specific conversations from those who currently have the feature. 

We are looking to update our Scorecard. The end goal is to both have scores that are accurate to our customer's health and categories our CSMs can take action on toward improvement. This allows us to build a "circle of change" where we see an area for improvement, take an action, and see a positive change in that area. One thing that would go a long way with this is to include CoPilot analytic data in the scorecard. My issue is that I cannot seem to figure out how to do that. Any guidance on how to setup the rule to make that possible?

Looking to refresh your Survey program, or update your customer health scoring model? How about gaining efficiencies in your automated email or tech touch program? We've organized the latest enhancements to help those of you who might want to catch-up, one program at a time. Check out these new "catch-up" articles: Survey Enhancements CoPilot Automated Email Enhancements Cockpit UI & CTA/Task Configuration Enhancements Customer Health Scorecards Enhancements Rules Engine Enhancements Report Building & Dashboards Enhancements Customer & Relationship 360 EnhancementsLet us know if these are helpful, and/or if there are other topics you'd like to see organized this way!

I am trying to set up our first round of automated emails in Gainsight which will roll out to our T4 tech touch customers. It seems that if I use CoPilot to set these up, I can not set up a schedule for these emails based on an event change in Salesforce. I need to set up automated welcome emails based on 3 days after a deal closing in salesforce. It appears this would need to be done in the rules engine but based on an article I read, it doesn't appear that this would be a reason for using rules engine to set these types of emails up. Am I right in thinking I should set this up in Rules Engine, or am I overlooking being able to set this up in CoPilot?

I'm a fan of the steps Gainsight is taking to update the usability of CoPilot to save time when scheduling multiple sends for a global audience. However, I currently can't take advantage of the multi-variant format. For my usecase, I schedule monthly product updates to our global audience, in five different languages. We don't designate sending Spanish emails just to Spain, for example. I base my sends off two factors: 1) Region 2) Language on the Contact level If I can't filter for these two things, then I'm unable to utilize the new format.   If you have any work-around suggestions, I'd happily hear them.  Thanks, Cail

I need to use a table or columns in a CoPilot template and can't find a workaround. I have thought of placing an image of the table, but I need individual cells hyperlinked versus the whole image/table. Any ideas?

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?

We have a need to use "if this, then that" logic within the contact filtering of a CoPilot powerlist. Here is the situation: We have two different "Roles with Company" that designate the contacts on an account that need to be informed of key information: Primary Technical and Decision Maker. A contact can only have one role at a time, but there can be multiple contacts with the same role on an account. We are working toward our SOC2 certification and have some notices that need to be delivered in a certain timeframe to certain customer. All of our accounts (should) have either a primary technical contact or a decision maker, but not necessarily both. For some notices, we would like to be able to say the following: "If there is at least one primary technical, then send the notice to those contacts and DO NOT send a notice to the decision maker roles. If there is not at least one primary technical, then send the notice to the contacts with the decision maker role" Our predicament now

Gainsight looks at the standard account field for Co-pilot , CTA's etc. Every Salesforce instance implementation is different and with our current account structure in Salesforce(2 account views) it is challenging to use Co-Pilot , contacts within CTA. This applies to all the functionality which uses contact and account related to the contact.

Feedback 1. Requirement that the time scheduler must use a pick-list field is very limiting, and makes the functionality unusable for our org. 2. Single attribute variant filters are limiting. Still need to create multiple power lists to support more complex customer segmentation. Hi Gainsight Team -- I am very excited about the variant functionality that came out this week. This was a great step forward in running well organized campaigns. We're already working on consolidating existing campaigns, and have some feedback to pass along. When building out a new campaign, we have 3 account attributes that define the type of content a customer should receive. Account metadata - for example, based on the license type we would send materials specific to what functionality is available to them. Segment - Based on segment provide high touch or low-touch resources Region - Determines the language and timezoneCurrent state (with single filter variants and dependency on time schedu

The details for each CoPilot campaign are great, but my CSM's are asking if there is a way to see the users that have opened it. I don't see anywhere on the outreach page where I could export a report, but is there a way to get to this quicker than running reports per outreach (if thats even possible)?

Currently when you set up the multi variant email from copilot when you get to the outreach you only see the count of participants from the unfiltered powerlist. It would be nice to see the subset of participants for that filtered variant email outreach. 

I think it would great when we send an automated email from copilot, the activity would sync to the R360 or C360 timeline.

SUMMARY On February 28th, 2017, one of our key services providers, AWS, experienced a major service interruption. During the service interruption, Gainsight placed application queues in paused mode in order to try and minimize the impact.  IMPACT  Application queues were paused between the hours of 12:30pm and 7:00pm CST. Once the queues were un-blocked, processing resumed, however processing times were delayed. In some instances, executions were not resumed resulting in a failed execution. IMPACTED AREAS Connectors: Segment, Google Analytics, Zendesk, Mixpanel, S3 Data Load API Rules Engine Copilot: Outreaches and Powerlists FOR MORE INFORMATION If you're unsure of how to identify failures and/or if you have additional questions, please open a ticket with us by sending a note to support@gainsight.com.

Previously, CoPilot emails had the manage preferences bit at the bottom. I just sent a test email while editing the template and it has it at the top. How can I get it back to the bottom? Thanks!

Feb. 7+: Sandbox org upgrade to 5.5 release Feb. 21 (tentative): Production org upgrade to 5.5.x release This is a major release with many significant enhancements, including: CoPilot Emails: create multiple variations of a single Email template to send to different customers based on criteria you’ve set. Similar functionality is available for Power Lists and Outreaches. Cockpit configuration for Global, Account, and Relationship levels (aka, Distributed Admin): configure CTA types and their components at the Global level, or just for Accounts or Relationships; configure linked objects at each level; plus improved Cockpit list view filter options. Timeline is available in the Relationship 360 for logging calls, meetings, emails, and notes on your customer interactions and history. Also, Admins can create custom Activity types for use with Timeline in the R360 and C360. Rules Engine: close Objective CTAs and Relationships CTAs; new data types and standard objec

Hello Guys, Probably someone has already tried this, any help is appreciated :) Basicaly we want to send EBR invitations with Copilot customized with a URL to the CSM Agenda (i.e. Youcanbook.me or similar). What I've already done: Step 1.1 - Created a new field called "Agenda URL" in SFDC User object. Step 1.2 - Created a new field called "Agenda URL CSM" in SFDC Customer Info object. Step 2 - CSMs will manually update the agenda url User field inside Salesforce. Step 3 - I want to pull this field into Customer Info object. PROBLEM:  Using rules engine I can't match User IDs, only Account IDs. I would need to match User IDs in order to mass update all Customers with the Agenda URL of its respective CSM. Has anyone already accomplished something similar?  Thanks! Bruno

I think it would be interesting if we could create a dashboard widget, similar in concept to the Scorecard UI View, where a customer could drag and drop the standard CoPilot and Survey reports we provide under those feature sets.  Then the customer could maybe toggle a dropdown picklist to choose with outreach or which survey they want to review results for. Benefit of this idea?  No one has to create reporting if they like what the standard reports are offering.  But the biggest benefit is its quickly accessible by the team and Execs, rather than multiple drill down clicks through each of the feature sets.  Pictures below to show what standard reports I am talking about. For the Survey one, maybe the Sent/Responded/Not Responded/Undeliverable chart and one other chart as part of the widget graph. For the CoPilot one, I think the screenshot below could be cool.

Today, the February 5.5 release is live in your orgs. Please see the release notes for details and new articles. We're hosting 2 webinars for Gainsight Admins this week to review some of the most significant enhancements: Feb. 22 from 8:00 - 9:00am PT: Bionic Rules and Data Management -- Register Feb. 24 from 9:00 - 10:30am PT: CoPilot, Cockpit, Reporting, and Scorecards -- RegisterIf you can't attend the live webinars, register anyway, and we'll send you the recording afterwards. Also, we switched platforms for hosting Gainsight Go and all our product documentation. The URLs for individual articles have changed. If you use bookmarks or have old emails with article links, they will redirect to the new site. If you encounter any problems, please email docs@gainsight.com. 

Gainsight's February release (5.5) is coming next Tues. 2/21! We're hosting 2 webinars for Gainsight Admins to review some of the most significant enhancements: Feb. 22 from 8:00 - 9:00am PT: Bionic Rules and Data Management -- Register Feb. 24 from 9:00 - 10:30am PT: CoPilot, Cockpit, Reporting, and Scorecards -- RegisterAlso, starting this weekend, you'll notice some minor changes to the UI on Gainsight Go. We're moving all of our product documentation to a new platform, which also means the URLs for individual articles are changing. If you use bookmarks to access particular articles, you will be redirected to the new site. If you encounter any problems, please contact docs@gainsight.com.  If you can't attend the live webinars, register anyway, and we'll send you the recording afterwards. And check your email Tuesday morning for the published release notes!

When creating a powerlist you are only able to have 26 filters within your powerlist.  It would be nice to see this number get raised, or be able to use commas in the filter options so you would not need to use so many filters.

Prospect recently requested the ability to manually send an email template from the C360 page versus a CTA.  Use case example. The customer is on the phone and request documentation regarding a new feature. Rather than having to write an email and reference support docs, it would be ideal to reference the Co-Pilot repository and send directly from the C360 Timeline.

The unsubscribe link that currently accompanies our Customer Success emails would benefit from two improvements:1. Translation into our priority languages: If you offer an email in a native language, then it should carry through to the unsubscribe page.  2. Change survey opt out message: This message should say “opt out from Customer Success Survey,” since this will not opt them out from surveys sent by other Marketing functions via an alternative e-marketing tool.