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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.

Can CoPilot send a preview email to internal audiences, such as the CSM that the email is being on behalf of? For instance, I am setting up a new customer introduction email and would like the CSM to quickly review and confirm they like fun fact I've included about them. Any chance that I can send the template to them? 

Is it possible to preview what an email from CoPilot will look like on Mobile? I've added a table with photos and want to ensure it'll look good on a phone before executing the outreach. Even if I could send a test email to myself as a way to check, that would help. 

I am trying to create an email template that I can send to myself and other admins in the company to give me a quick rundown of all CTA's that were created today. I am having difficulty structuring the power list so that Gainsight can find myself, has anybody tried doing something like this?

It would be really helpful to be able to incorporate an IF-THEN-ELSE type of an approach to outreaches where you can send one of multiple templates within a given outreach. For example, if I have three different onboarding emails, one for each engagement model, rather than create three separate outreaches it would be great to be able to do something like Action 1: Send template A If Segment = HIGH TOUCH Action 2: Send template B if Segment = LOW TOUCH and Contact Role != Admin Action 3: Send template C if Segment = LOW TOUCH and Contact Role = Admin Action 4: Send template D if Segment = TECH TOUCH This would help streamline the list of outreaches and make them more managable.

I'm trying to determine the best way to remove certain people from receiving CoPilot emails from a send I'm scheduling for tomorrow.  Does "Contact::Email ---not equal to---email address" remove them? I'm trying that now and still getting a few emails showing up. 

What's the best way for a 1:M CSM to communicate bounces from Copilot to her marketing team for ongoing contact maintenance?  Right now, we're discussing a Reports 2.0 on the 'email log' object that is put on a GS dashboard/layout & emailed once a month.  But tables of data emailed via dashboards in a Powerpoint is not ideal -- it's difficult to read and work with.  Other suggestions?

Hi There,  We have completed a survey using Gainsight Survey. Now we would to segment out the list contacts from the survey based on the answers and send another email through co pilot for this list of contacts based on their survey answer. There a way to do this? At the moment we have to export this list from the analyze screen which sometime doesn't include their email or contact id so we can filter this list easily from Co pilot. I wish we can choose the additional fields to be exported out from the export function on the survey. Mei ling

After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues.  There is no way to personalize outreach follow-ups.  On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable.  Does anyone have to use an outside program to send NPS survey's?

Hi Community - here's [i]What's New in Vault!   New Assets Nominated:  Gainsight Community -- what awesome ideas for playbooks, surveys, email templates, and rules do you have? New Assets Published: 1 playbook, 1 survey, 4 CoPilot templates published in the last 2 weeks Annual Health Check-In Playbook - Prepare and execute an annual customer 'health' meeting. CSM Satisfaction Survey - Evaluate customer satisfaction with their Customer Success Manager. New Beta Feature Participation CoPilot Template - Invite a subset of customers to participate in New Beta Feature testing. Habits Decline (Green to Yellow) CoPilot Template - Address improvement and offer help when a customer drops in Habits from Green to Yellow. Severe Habits Decline (Yellow to Red) CoPilot Template - Address improvement and offer help when a customer drops severely in Habits from Yellow to Red. Habits Improvement (Yellow to Green) CoPilot Temp

We send overdue CTA emails internally to our CSMs and, similarly, to how the Gainsight Daily Notification emails work, we'd like to include a field map that is a clickable link to that overdue CTA.

I have a use case where I need to compare a date field from one object (Contacts) to another object (CSTask).  Essentially I want a Co-Pilot email to be triggered to any Contacts whose Created Date >= 2 days from CSTask Closed Date.  Doesn't appear I have that option, but would love to be corrected.   If this capability does not exist, can this question be converted to an idea? Because this would be a very valuable addition.

I have a customer who is interested in importing a SF template into CoPilot. Is it on our roadmap to be able to do so? 

Team, I am creating a Power List on Survey Participant to send the Account Manager a link to the responses.  I have copied the URL from the Survey Response preview that you can do through the normal UI, and replaced the IDs with merge fields for Survey Master and Token.  I have an example where the URL is fashioned in completely the same way as the preview from the Survey tool, but it says Invalid Survey when trying to preview from the Copilot email.  Happy to send screenshots if that helps. Any thoughts? Rob

In Copilot can you use tags within the html code you insert?

Clicked on cockpit and then clicked on copilot.Did it two or three times. Observed below screen->

Hi There, It will be great and time saver if Copilot has it own tab. We use it so often that it is such a pain to navigate through the cockpit's sub tab. Especially when it doesn't remember which sub-tab you are in after you refresh your window. mei ling

Hi There  I am trying to build a 2 column emails with image on one side and text on the other. I have copied the HTML from an email template that does this but it doesn't appear to work in the copilot html source when pasted in. It seems to replace all the styling I have pasted it. Therefore is there a way to create the layout in similar way in copilot email template? which in mobile the 2 columns will rearrange to image at the top and the text below the image as per the image in the left panel. 

Per the documentation on Send Surveys to Dynamic Contact List Via Copilot: "...you can schedule a follow-up outreach using the same power list. Currently, you can't create a power list for only those who did not yet respond.Similarly, you can't identify customers who clicked the Survey link in your email, but didn't complete the Survey." Is this slated to be built into the product? It creates a hindrance when trying to do surveys and correctly target the customers.

Looking to identify which GS objects hold Powerlist, Template, Outreach data.   We have a sandbox that when originally created did not get any Co-Pilot data pulled over.  Doing a refresh and I want to make sure we get Co-Pilot data in there.

Hi Community - here's [i]What's New in Vault!   New Assets Nominated: [list] Gainsight Community -- what awesome ideas for playbooks, surveys, and email templates do you have?[/list] New Assets Published: 1 survey, 5 CoPilot templates published last week [list] Usage Data Proxy Survey - to use as a substitute when customers are unable to collect traditional usage data Webinar Invite Template - listing out and inviting customers to a series of upcoming webinars Customer Reference Request Template - inviting a customer to participate in a Customer Reference call (Internal) Gainsight Training Template - inviting an internal team to attend a training on how to use Gainsight Gainsight Feature Overview: Cockpit - for customers to share with their end users, explaining how to use Gainsight with a series of descriptions and pictures Very Wide (Format) Template - Format-only template showing customers how

SUMMARY The following Salesforce critical update is causing Rules and Copilot failures when activated:  Update Name: Require TLS 1.1 or higher for HTTPS connections.  If this update has been enabled in your Salesforce environment, as a workaround for now please contact your Salesforce Administrator to discuss deactivating the update. This setting can be found in Salesforce under Setup > Critical Updates as seen in the screenshot below.  NEXT STEPS:  Gainsight is working with Salesforce to become compatible with this update.  March 14, 2016 UPDATE: A fix for Gainsight to become compatible with the Salesforce TLS update will be available as part of the next major Gainsight release which is due out in April.  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.

I was trying to add more than one survey in a email template and the system stop me. Why can't i add more than one survey. I would seem an great opportunity to get our customer to answer different information that is relevant to them. mei ling

We have CSMs all over the world, but our power lists are scheduled to run in the morning, NA Eastern time.  In other regions, it looks like our CSMs are sending out emails in the middle of the night, which sets a bad precedent and definitely removes the "personal touch" feeling. Would be great to have a lookup to the CSM/GS User timezone, and hold back outreaches until business hours for that timezone so it looks more realistic.

Hi Community - see below for [i]What's New in Vault! New Assets Nominated: Gainsight Community -- what awesome ideas for playbooks, surveys, email templates, and rules do you have? New Assets: 4 Surveys, 4 Playbooks, 4 CoPilot Templates published in the last few weeks Sales Handoff Playbook - ensure a smooth Handoff from Sales to Services/CSM Product Risk Playbook - manage a risk situation where a customer has a functionality issue with the product Special Event Playbook - manage customer attendees for any type of special event (e.g. networking events, sales breakfasts, summits, conferences) Go Live! (High Touch) Playbook - transition a customer from training and implementation to launched and adopting in a high-touch fashion New Beta Feature Feedback Survey - gather customers' initial feedback on a new feature in Beta Product Release Feedback Survey - gather customer feedback on th