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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 issue ID is passed to the EMail logs (s

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).

Maintenance Window :   CST - Between 00:30 AM and 05:00 AM, Tuesday, 6th December 2016 UTC - Between 06:30 AM and 11:00 AM, Tuesday, 6th December 2016 IST -  Between 12:00 PM and 04:30 PM, Tuesday, 6th December 2016    Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release. Rules queue will be in hold state for about 1 hours during this maintenance. Soon after the deployment, queue will resumed as normal.  Patch includes : Changes to handle cURL data load jobs to improve the scalability. Changes to support field names in Update, Upsert operation in Data load API using cURL. Addressing an issue with unsubscribe footer for CoPilot.   Queues Hold Time : 1 Hour Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA :

It would be a big time saver if we could easily filter the outreach view in Copilot to view completed vs. failed outreaches. With more than 100 scheduled outreaches, it takes a long time for us to monitor outreach execution every day. This process and our reaction time would be improved if we had the ability to filter to view failed outreach executions. 

Since the first or last day of the month can fall on a weekend.

I noticed this morning that when I scroll down the list in Administration/CoPilot Permissions, the Group By box floats over the page as I scroll down.  Kinda hard to depict in a screenshot but  I don't know if this is new to the 5.4.3 update or not because I don't typically visit this page on a regular basis.

I want to send some surveys through copilot that I would only want any particular customer to receive once. I figure the simplest way to handle this is to set the "Send email once" section to an arbitrarily large number. My question is, if I do something like change the email template or powerlist that the outreach is using, will that "do not send" list get reset? Will a customer receive a second email?

What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages?  I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!

Many customers are interested in hearing from others what types of messages they are sending to their customers via CoPilot, in an effort to proactively reach contacts with a tech touch approach. Information on upcoming events such as conferences, webinars or training sessions, educational content in the form of blogs or articles. What else? And how do you determine what recipients to target and how many outreaches are too many?  Please share your insight and experiences!

On November 29, Gainsight will release a lot of important product enhancements. We’re also hosting a live demonstration of the new functionality on Dec. 1 from 8:30am - 10:00am Pacific -- click here for more details and to sign up! (The webinar is primarily for Gainsight Admins, although others are welcome.) Starting with November’s release, we’re changing how we upgrade Sandbox environments. This week we’ll upgrade Sandbox orgs with a beta release version prior to the final release. Click here for more information. Here’s a sneak peek at some of the enhancements included in the November release: Custom Cockpit List Views: users can save their favorite filtered views of CTAs in Cockpit Survey & CoPilot enhancements make it easier to close the 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, meeting

In our Salesforce instance - Contact records has two types of Account references. When We build List using Data Usage as source, it is pulling contacts related to Account using OOTB field. We would like to request enhancement wherein List Builder will allow us to choose different Contact Lookup for "All Contacts from Filtered Account" option.

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?

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.

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'doe@example.com

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!

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

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

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.

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?

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.

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.

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)  

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

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