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We are using Copilot to automatically email a survey to customers when support tickets are closed. The email template includes a tag to display the support ticket number. However, when reviewing survey responses, we cannot see the support ticket number. Is there a way to include the support ticket number on the survey itself?

SUMMARY On Friday, September 9th, a bug was introduced which caused filters in CoPilot Power Lists and Rules to be ignored. When using "contains" or "does not contain" as a phrase operator in a filter, the filter was ignored which will caused the query to return the wrong results. You will not see any failures because the Power List and Rule did run successfully, however did not return expected results due to the filter being ignored.  FIX On Wednesday, September 14, a patch was pushed to address this issue.  FOR MORE INFORMATION Please subscribe to this article for regular updates until the issue is resolved. If you have questions about this issue, please open a ticket with us by sending a note to support@gainsight.com.

Activity: With reference to incident reported at https://community.gainsight.com/gainsight/topics/service-incident-copilot-outreaches-failing-ih9deyi... we will be applying emergency hotfix. Maintenance Window: CST - Between 08:00 AM and 09:00 AM , Wednesday 14th September, 2016   UTC - Between 02:00 PM and 03:00 PM, Wednesday 14th September, 2016 The rules queue hold time will be 30 minutes during this window.The rules will be resumed immediately after the maintenance window.

We have an object that has multiple contacts we want to survey utilizing one PowerList in CoPilot. The problem is that PowerList currently asks me to select the object > recipient type > recipient field. Because it forces me to select the recipient field I will have to create multiple PowerLists to survey all contacts on that object. It would be nice if PowerLists let me multi select the recipient fields so I could survey multiple people off one object using one PowerList. For instance I would multi-select Main Contact, Secondary Contact, Third Contact, etc all fields on the same object.  This also solves another problem with over surveying. Because I will need to create multiple PowerLists that means there will be multiple Outreaches all sending the same exact survey so if the contact ends up in the Main Contact field on one record and then in the Secondary Contact field in another record they will be surveyed twice getting the same survey because I am unable to tell Gains

It would be beneficial to be able to schedule a recurring outreach on the "Last Day of the Month" in Copilot. Since each month has a different number of days, a month-end email cannot be easily scheduled using the existing options based on numeric day of the month (my assumption being that choosing 31st would skip months with 28, 30 days) or weekday (last Monday of the month could be up to a week before month-end).

Hi,  Is there a limit of email templates and outreaches I can create at Gainsight? I didn't find this information in the software.. thank you

When sending an email from CoPilot, there are subtle grey bars appearing above and below the message. I'm trying to make this email seem as much as possible like it's coming from an actual person, so they're weird to have. They appear in the Outreach preview: https://cl.ly/1D1A2m1M272N But there's nothing in the Email Template HTML that indicates that they should be there: https://cl.ly/2O1P3N3v363F I can't find anything in the "Communication" section of Administration that seems to control the fundamental email template that CoPilot Email Templates get plugged into....

SUMMARY  Maintenance Window :   Between 1:00 AM and 5:00 AM ,Thursday September 1st 2016  CST Queues Hold Time :  2 Hours   Activity :  Gainsight has planned a scheduled deployment on MDA (Backend Infrastructure) as Minor Release. During this maintenance Rules will be in hold state for about 2 Hour. Soon after the deployment, all queues will resume as normal. This deployment includes following feature/bug fixes: Delete action on Custom Objects are not working, due to which customers are not able to remove unused fields. This feature is extensively used to do regular clean up of the objects.The fix will ensure delete behavior will work now Outreach from CoPilot has a feature to create Salesforce activities. Salesforce activity creation is failing while uploading the documents due to connectivity issues. In this fix, we gracefully handle the exception and create Salesforce activity for rest of the email other than attachments and inli

On Sept. 15 @ 8:30am Pacific, we're hosting a customer webinar to review the Relationships functionality in Gainsight. The August release included a lot of new functionality to better support your Relationships implementation. In this webinar, we'll review when/if your org should use Relationships, how to configure Relationship Types and the Relationship360, as well as how Relationship Types work with CoPilot, Surveys, Playbooks, Success Plans, and more. Click here to register! (If you can't attend, register anyway, and we'll send you the recording afterwards.) Also, we want to hear your specific questions, or topics that you hope we'll cover in the session. Please add them to the comments here, or email lmeyer@gainsight.com. There's a good chance that we'll offer multiple sessions in order to cover specific areas in depth.  Please Note: If you are interested in deploying Relationships for your company, you will need to work with Gainsight's Professional Services team to en

We are utilizing the new functionality to use the Rules Engine to create Success Plans, and as a second action on that rule, we wanted to send an email to the CSM to let them know that we had created the Success Plan for them, and they needed to customize it and make it active. The email action kept failing, and when I contacted Support, I was told that the Rules Engine couldn't send internal emails, and I'd have to use Copilot. While I understand the limitations, it seems like it would make things easier to be able to send that email via Rules Engine since I'd already built out the logic and filters there. Instead, I had to go to Copilot, figure out how to recreate it, and then, send from there.

We have customers that are looking to create CoPilot outreaches that populate the "Reply-To" field with a formula field. Right now though, our only supported fields are Email and User Lookup fields.  It would be nice, if possible, to allow other fields to be brought into the Outreach like formula fields containing the correct information (email address). This would allow other information to be used in the outreach. Thanks for the help!

In Co-Pilot, we are trying to token a specific URL landing page and I wanted to know if there a way to have a display name show for the text token so the lengthy URL does not have to be displayed.

Your Gainsight environment is upgraded to the August release. For more information, please review our detailed release notes and associated support articles. Join us live tomorrow, Friday 8/26, from 8:45am - 10am for a demonstration of the new functionality -- click here for more details and to sign up! If you can’t attend, register anyway, and we’ll email you the recording. In September, we’ll also host webinar deep-dives on Data Spaces, and Survey reporting using Data Spaces. Keep an eye out for webinar invitations, or bookmark this page for Gainsight product webinar details! This release contains a variety of important enhancements, including: CoPilot is removed from Cockpit: In the Salesforce ribbon, click the + button, and then click Customize my tabs. Add the CoPilot tab and save. Then CoPilot will be available under the primary navigation icon in Gainsight. (For new customers, the CoPilot tab is available by default.) Send Emails from Cockpit: Bring the power of e

For example, Customer would like to have the ability to setup an outreach that fires off reports to an inbox that other users can log in and see these reports. Currently, there is no way to do this without firing off for an example customer or do this for each individual customer (with CC ability).  I know this has been discussed in the past, just not sure if its on the roadmap or not.  Steve 

Thanks Lila! I love how much easier it is to access Copilot outside of Cockpit. I noticed that access to the conventional SFDC tabs is no longer sticky (as of today the Gainsight UI is maximized regardless of my last action). Is this by design in the new release? My team is heavily dependent on other SFDC objects so I anticipate it impacting user experience to consistently need to click to access the SFDC navbar. Note: This conversation was created from a reply on: August Release is Live.

Hello all! Many of you currently navigate to CoPilot by clicking the Cockpit tab and then selecting CoPilot. Since CoPilot has become such a huge part of Gainsight we decided it should have its own tab. For all of our new customers CoPilot is added by default when they install. Moving forward CoPilot from Cockpit will not be supported so I urge everyone to make this change. We can't change this for our existing customers so I will show you how to add this tab. 1) Click on + icon(You may have to pull the ribbon bar down) 2) Click Customize my tabs 3) Add CoPilot to the list and save This should be how you use CoPilot from now on. Please reach out to support if you have any questions about this.

SUMMARY :  MDA changes to support  Gainsight Managed Package - Release 5.2  - August 2016 in SFDC. Maintenance Window :   Between 9:30 PM Wednesday 24th August and 3:30 AM Thursday  25th August 2016  CST Queues Hold Time :  2 Hours   Activity :  Gainsight has planned a scheduled deployment on MDA as Minor Release to support  Gainsight Managed Package - Release 5.2  - August 2016 in SFDC. During this maintenance Rules and Data Processor will be in hold state for about 2 Hours. Soon after the deployment,  all queues will resume as normal. This deployment includes backend changes to support following Enhancements and many others: Create Success Snapshot presentations for Relationships. Create Power Lists, Email Templates, and Outreaches, and view Email Analytics for Relationship Types. Send Relationship Surveys via CoPilot. Create Success Plans for relatio

On August 25, Gainsight will release a variety of exciting product enhancements. We’re also hosting a live demonstration of the new functionality on Friday August 26 at 8:45am Pacific -- click here for more details and to sign up! Here’s a sneak peek at the major enhancements included in the August release: Send Emails from Cockpit: Bring the power of email templates into your Gainsight Playbooks. CSMs get a head start with templated Email tasks that they can customize and send directly within their CTAs. CSMs can also view email open statistics in the Task Detail View in Cockpit. Reporting enhancements: Add Milestones in Report Builder to any account specific, time series report, whether your data lives in SFDC or in MDA. Also, set colors for field values so you have consistency in all of your dashboards and reports. Relationships enhancements: Create Success Plans and Success Snapshot presentations; use Relationships to create Power Lists, and send Relationship S

We'd like more options in the "Send email once in [x] days" setting under JO outreaches.  Can we add an option for once every 6 months, or once a year?  I'm setting up a QBR survey and don't necessarily want to send it after EVERY quarterly business review, but more like once a year, and there are no options between 90 days and lifetime.  

If you're a new Gainsight Admin or if you're interested in learning more about a particular feature (eg. Surveys, CoPilot, Rules), then we recommend you start with our self-paced Admin 101 online training. It's free, and updated with the new Gainsight UI released in July 2016!

For V3D challenge E1 - Goal of this email template is to notify a Sales Rep or Executive when there is a customer with an upcoming renewal that is At Risk. Most likely for users that aren't in Gainsight or that have Limited Licenses to ensure they are still aware. Sample text - feel free to make recommendations for improvement. Hi [i]<FirstName>, AT-RISK RENEWAL: [i]<CustomerName> has an upcoming renewal on [i]<RenewalDate> and is currently an At-Risk customer for the following reasons: If pulled from the CTA object, they could include the CTA Reason or CTA Name If they track some sort of notes for AtRisk that could be merged here. For more information and strategic alignment, you can engage with the Customer Success Manager - [i]<CSM Name>

In case you missed the email announcement and invitation, we are hosting a webinar training on the new CoPilot feature on Wed., May 27, from 9am - 10am PDT. Click here to register for the webinar. We'll also have a Quick Guide available at the time of the release. If you can't attend the webinar, we'll make a video recording available shortly afterwards. 

Got some feedback from Jeff at Hubspot from this ticket https://gainsight.zendesk.com/agent/tickets/12488 "Two pieces of feedback for your Product team:  1. The requirement here was to allow data to show or hide in email based on a boolean field in SFDC. In searching how to do this their are many other products out there that provide this support. Most did it with a simple IF statement on the token variable.  2. Gainsight should allow better control over email layout and styling. You are not going to be able to accomplish everything through a WYSIWYG editor. Gainsight should not be updating styles when manually removed. And I disagree with not supporting classes as this is the best practice way and easiest to maintain across multiple email templates. Having to update the style everywhere in an email template across many emails would be a nightmare."

Is it possible to include a 'View as webpage' link in an email that is being built in co-pilot? I'm not finding that it's possible, but perhaps I'm missing? 

We recently received an OOO message from a customer and in the subject line the email was tagged as "Marketing." We've followed the recommended best practices for email design (unsubscribe link, customer name in email, our business address in footer, etc.) to avoid being tagged as spam. Any ideas what might be causing this to happen?