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Today, there is no place to put notes/description for any piece of copilot. It would be helpful to have a place to put this for testing or when multiple people work in the tool. Since real estate is likely limited, and there is no entry page like rules engine, doing something like report builder would make the most sense. Some sort of popup or edit pencil would seemingly work. I would also suggest this option for all 3 parts of copilot, not just outreaches.

In the past few months, we have received feedback from our customers that the color box around the question + the "writing" line below the question has caused confusion for our customers. They tend to click the grey box versus the line below the question. (We understand this information (name/email) would be captured if sent through co-pilot, but that isn't an option for the current workflow. An advisor sends an anonymous survey link as part of a post-meeting follow up.) This leads customers to respond to us saying they are unable to fill out the survey. It's definitely a bummer when we have someone engaged enough to complete the survey who does not because it appears to be too complicated. Unfortunately changing the color of the survey seems to make it even worse. Customer are clicking here:

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?

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.

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?  

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

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.

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

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.

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!

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.

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?

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!

It would be very helpful to have A/B testing functionality in CoPilot. Before big sends, I'd like to optimize subject line, copy, text in links/buttons, images, etc. 

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!

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? 

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. 

We restrict JO access to our Engagement Marketing team for several reasons I won't go into here.Admittedly, though, there are regularly times though when a CSM may need to send a blanket email to all Contacts on an account, or a particular subset of contacts based on a particular role.It would be handy to be able to create a few "standard" Power Lists that could be applied to all Customers and attached to the C360 with a shortcut to send an email. As an example, we have a role called "Organization Administrator" which is a contact that has full administration capabilities over access to our Customer Portal for their organization.  We can have multiple of these contacts. If a CSM wants to send a quick email to all Org Admins, it would be useful to have a short cut on the C360 to send an email to all contacts with the Org Admin designation.

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 repor

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.

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!

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)

[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?

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.

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 iss