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I saw few customers asking this feature of opening Power list/Email template/Outreach in new tab when navigated from CoPilot tab. As a regular user of CoPilot, I see value in this feature and can be helpful.

At Gainsight, our brand is very important to us. Our Customer Success team constantly engages with customers, so we have numerous opportunities to convey Gainsight’s personality. Our team uses several tools to serve as brand ambassadors, including Gsnap, CoPilot outreaches, Groc, blog posts, and webinars.  [i]How does your team serve as a brand ambassador? [i]What tools do you use? What goals do you hope to achieve?&nbsp

I have a series of follow-up emails that get sent to customers regarding an online training session series. I have all the follow-ups written the same, but each should be accompanied by a different attached take-away document. I initially setup the follow up for one of the sessions and the cloned that template for use with the other sessions. Oddly, now I cannot remove the follow-up document from the template to replace with the documented for the other session. Any idea how to remove an attachment from an email template in copilot? Thanks! -Ben

While I love the flexibility of building an email as I want through HTML in CoPilot. However, there are some basic formatting things that would be helpful to do through the WYSIWYG editor. For example, setting the text or link style and adding/editing tables.

We are hoping to implement a new way for customers to provide their preferences for the number (all emails, digest view of one message per week only), cadence (daily, weekly, as scheduled, etc.) and content (promotional, finance-related, product updates, etc.) of emails they receive from our company. Ideally, Copilot could "read" those preferences and adjust outreaches accordingly by skipping at times, consolidating emails into one message, etc. 

Is it possible to remove the GSnap branding from the outgoing videos? If we were going to use this feature, we would prefer to keep this experience consistent with our brand. It is for a similar reason that we worked to ensure CSM emails that are sent from copilot don't look like they are coming from Gainsight. 

Does copilot allow a powerlist to be built that targets specific  contacts from multiple accounts? We need to do a survey send to target specific contacts from multiple accounts. Would this be setting criteria by name? Is there a limit? Better to create multiple powerlists to support this? 

I got this question from a customer today. Can someone explain how this is going to affect GS (especially around things like copilot and surveys)? With the launch of SFDC's Contacts: Associate a Contact with Multiple Accounts (Generally Available) (https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_sales_shared_contacts.htm) how does Gainsight use this new feature/functionality? 

When using tokens to personalize the sender details in an Outreach (From Name, Reply-To, From Email), the user should be allowed to designate default values in case the tokens are empty (i.e. the "CSM" field on the Account record is NULL).  This would be similar to how you can assign a default CTA owner in Rules Engine.   The workaround of creating a separate list and outreach that filter for the NULL value creates more administration than is necessary.  It seems the only other option is to not send the email when the tokens are empty, which is not desirable.  I have heard this specific request from several prospects recently. Thanks!

Hi Community - see below for what's new in Vault over the past month! Gainsight 5.0 Release - with our new release, we've added over 60 Vault Reports and direct Vault Asset links (you can see them in the below New Assets)! See the full list of Vault reports here. Additional New Assets - 4 Playbooks, 3 Surveys, 1 CoPilot Template added Customer Reference Playbook - Manage a customer through the reference process. Internal Gainsight Launch

To help Admins prepare their CSMs for the upcoming UI changes in Gainsight, we added a CoPilot email template to Vault, that Admins can copy and send to your CSM team.  Navigate to Vault and the “Admin” folder to access the new email template called “Internal Gainsight 5.0 UI Release.”  Note: if you have your own company added to SFDC/Gainsight as an account, and your CSMs are contacts on that account, then you can easily send an internal email via CoPilot. (See Common Power List Strategies - Send Internal Email for more details.) If not, you can also copy and paste the email content from the Vault preview window into your preferred email client.

Can I put an existing Co-Pilot Outreach on Pause? We are pondering making some adjustments to our CoPilot strategy, and want to temporarily halt some Co-Pilot Outreaches. I prefer to simply "Pause" the outreaches rather than delete them out altogether because I don't want to "lose" the configuration therein. I think that I *could* set a run date far into the future, but these work-arounds often leave me worried that we'll forget this and the Outreach will fire as scheduled but when we weren't anticipating it. Thus....is there a way to Pause an Outreach without deleting it and without leaving it Active but far into the future?

This is the second in a series of posts highlighting use cases in Gainsight Vault - a best practice library of ready-to-use Playbooks, Surveys, CoPilot Templates, and Rules. We'll dive into three key steps to optimize your Advocacy program by leveraging Vault. All of the following assets are found in the Drive Expansion & Advocacy > Finding Customer Advocates folder. 1. Download key surveys to optimize your Advocacy Program Determine which customers are willing to participate in your Advocacy Program by downloading the [i]Customer Advocacy Survey from Vault. Collect feedback on the efficacy of your Advocacy program by downloading the [i]Advocacy Feedback Survey[i]. 2. Download CoPilot templates to reach potential advocates Reach strong advo

SUMMARY With the MDA release that was pushed Thursday, an issue was introduced which is causing Copilot outreaches to fail. This is happening when a checkbox, picklist or multi picklist field is used a a second level filter in the associated powerlist.  Note: Email notifications are not being sent about these failures. In order to see the failure you will need to check the execution history on your outreach.  Workaround: Remove the field from the the second level filter on the powerlist. NEXT STEPS Gainsight is working to fix this issue and push out a patch release as soon as the patch has gone through QA.  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

For those who have a resource dedicated to Copilot / 1-to-many communications, how are you measuring that person's performance?   If that person is responsible for a large volume of smaller accounts, are you measuring retention, usage, NPS, etc... but with different targets than other tiers?   If that person is not responsible for a specific set of customers but rather handles Copilot outreach across your entire CSM team, how are you measuring their performance?

We have a journey map that we've created using linked CTAs with respective Tasks. We are investigating sending out Copilot outreaches to certain users at the completion of specific Tasks. When building a Power List, I can see which accounts/users meet the criteria, but is there a way to see which Accounts meet the initial criteria, but don't have a user to email? This would be good to know, so we can make sure all our customers are getting emailed when they should be and if there isn't a designated user to email, our CSMs can clean up SFDC to reflect the right users.

Is there a way to create a token field in a Copilot email that contains a tokenised link?  I'd like to be able to embed an email address directly in the text.  Something like this...  "if you have any questions, [Account Owner] would be happy to help you...." where the [Account Owner] token displays the Account Owner's name, but also is a clickable link that contains the Account Owner's email address.

I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben

what permission set is used for copilot analytics? The feature expressed here (my user cannot see "analytics," it is greyed out) https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/User_Guides/02_Revie...

We've discovered that making changes to the name of an email template will nullify (or re-set) the "once in a lifetime" setting that was previously set on the outreach that uses that template. In theory, your power list should only grab customers who fit the set criteria and you wouldn't be likely to send duplicate messages; however, when we recently ran a manual push of an outreach to distribute it to customers who should have received it in the past, and the template we used had recently undergone a slight change in its naming convention for tracking purposes, it resulted in the delivery of this message to several customers who had already received it. Perhaps this is my own naivete, but I had thought that once a template or outreach was created, it was set and name or text changes wouldn't alter the tracking of its history. Since that is not the case, wouldn't it be cool/convenient if that was the case? 

When writing the outreach campaign, I could not find where the choices for token mapping were set.   I scrubbed documentation with no luck.  I figured I would post this in the community with the answer since it took me so long to find it.  -

It is my understanding that you can limit the duration between the same outreach (e.g. if you have a recurring schedule outreach, you can ensure the same contact doesn't receive the same outreach in 30, 60, or 90 days). Does the roadmap include a way to control the the number of emails that a single user receives in a given period of time? For example, an option to set a limit that keeps a user from receiving too many emails/day/month/etc.? We're getting ready to incorporate more nurture campaigns into our model and want to make sure we don't spam users in the process. Thank you!

When I send a Survey using CoPilot, I can go to the Analyze tab for the Survey, click on the Responded bar on the Survey Response Statistics and get a list of contacts. If I click on the Undelivered bar, I get nothing (even though 465 didn't get through). I logged this as a ticket (11475) with Support because it seemed like a bug. Support responded and indicated that this is expected behavior because the data is pulled from the Survey object. The workaround is to go to the Cockpit -> CoPilot -> Outreaches and view the Execution History. The challenge is that it's unstructured text and therefore difficult to use to update a list of Contacts to mark them as having bad addresses. My suggestion would be to provide the same functionality for Undelivered that one gets when clicking on Responded. In fact, it would be good to see lists of contacts for each of the bars. This would involve creating an

We have some pretty robust HTML templates built by some of our other internal teams. I would love to be able to pull these templates into Gainsight somehow, ideally into CoPilot.  Is this possible? Are there instructions I can follow somewhere? Thanks! -Ben

In the Customer 360, within the Contacts section, contact details are displayed such as names and email addresses. It would be a huge timesaver if these email addresses were hyperlinks to start a new mail message to the contact, either with the local mail client or maybe CoPilot.