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  • 464 Topics
  • 1,780 Replies

464 Topics

katie_b
Champion
katie_bChampion
posted in Archived content

Configure Reports to Send via Email Assist

I would love to see the added ability to include reports in email assist templates in addition to just those sent through Journey Orchestrator (https://support.gainsight.com/Journey_Orchestrator_and_Email/Standard_Outreaches/05_Configuring_Reports_to_Send_via_CoPilot) Our current use case for this is for CSMs to send our Gainsight customer usage report to the sales team prior to renewal. We do not yet have our sales team in Gainsight and Journey Orchestrator programs don't work for internal communications. It would also allow our CSMs more control over the message if we did decide on a customer use case as well, so they could edit/customize the message prior to sending the email/report to the customer. Thanks!

2
katie_b
Champion
5 years ago
justin_lautenschlager
justin_lautenschlagerRegistered User
asked in Archived content

Copilot Metrics

When I view some of the outreaches we've put together in Copilot, it seems as though we're only able to track the number of opens, clicks, bounces, etc. The way we currently track our email outreaches is by the % of unique opens, clicks, and bounces. While I could see the benefit of tracking the pure number of opens and clicks, is there no way to also track the percent of unique opens and clicks as well?

29
ben
Shoshin
5 years ago
ben
Shoshin
benShoshin
posted in Archived content

Is there way to have email replies go back into Gainsight?

We are loving the CTA functions, but have an inherent issue. The emails sent from CTAs are not being auto-logged to Salesforce. Additionally, the replies go to the CSMs inbox rather than a queue somewhere. The same phenomenon exists for emails sent from CoPilot. Is there any function of Gainsight that when an email is sent it is (1) logged and (2) replies go back to some portion of Gainsight?  A comparison is Cases within Salesforce. I am not sure if this exists though. One alternative I thought of us using the same Gainsight logic to generate a Case in Salesforce rather than a CTA. No real issues with that, but I figured I would check.

14
joel_peasley_285d9f
5 years ago
alison_hight
alison_hightRegistered User
posted in Archived content

"View in Browser" option for Copilot emails?

Is Gainsight considering adding the option to add a "view this email in browser" link to the bottom of emails, perhaps alongside the unsubscribe link? Many, if not most major email providers offer this option, where the HTML email is archived for 14-30 days, allowing contacts to click the link and view the fully coded email with images et al.  This would be really helpful as we move towards redesigning our templates to be more image-heavy. 

3
dstokowski
Gainsight Employee: ACE
5 years ago
kristin_f3c469
kristin_f3c469Registered User
asked in Archived content

Sponsor Tracking Visible within Salesforce

The general idea is to make the status of Sponsor Tracking visible on the Contact record for reporting and use within Co-Pilot filtering. If our AMs go through the process of configuring contacts for Sponsor Tracking in Gainsight, we don't want to duplicate that work by setting a flag on the Contact record as well.

2
sai_kumar
Shoshin
5 years ago
sarah_kiani
sarah_kianiRegistered User
asked in Archived content

Daily limit in Copilot

I know there is a limit of 200,000 contacts in a power list for an outreach, but I was wondering if there are any limits to how many outreaches can be triggered in a day? 

4
sai_kumar
Shoshin
5 years ago
tracy_streetman
tracy_streetmanRegistered User
asked in Archived content

CoPilot Survey Analytics on Survey Tab

A huge limitation for us is that when surveys are sent via CoPilot, the analytics do now show in the Survey tab.  We can only see the responded, and are missing key stats like total sent & outstanding surveys.  Since currently the team is not using CoPilot (only the Admin) this really restricts the team to a larger picture of survey stats.

7
sai_ram
Grand Slammer
5 years ago
adam_bambrough
adam_bambroughRegistered User
posted in Archived content

Copilot & survey delivery as In-app messages instead of email

We'd had much better engagement from in-app messages (via intercom) than emails, but without any integration (or native in-app features) cannot trigger in-app messages, or feed the engagement with these messages back into Gainsight to inform health, or trigger CTAs/content. This leaves a blind spot & missed opportunity, so In-app messages, either natively or via an integration would be incredibly valuable 

7
mark_gecsey
5 years ago
brittany
brittanyRegistered User
posted in Archived content

Be able to embed an NPS question into a JO Email Template

For basic NPS surveys that only have the 1 NPS question, it would be wonderful if we could just embed that one question into the CoPilot email template rather than a button linking to the survey that just has the one question. This would increase response rate exponentially!

35
taylor_wilson
5 years ago
scott_superko
scott_superkoRegistered User
asked in Archived content

Send survey to one-off list of customers

I need to send a survey to a very specific subset of customers based off either account ID or contact ID.  I can't replicate this list in a powerlist, so I uploaded a CSV to the survey itself.   The problem I am now running into is it appears that I can only send the survey using a Salesforce email template.  I want to maintain the same look and feel of Co-Pilot emails. Has any one else run into this and found a solution?

7
sai_ram
Grand Slammer
5 years ago
james_whitehead
james_whiteheadRegistered User
asked in Archived content

Journey Orchestrator via CSV

Good Afternoon- As I work through perfecting our data ingest for contacts, I have been asked if we can send to a list of people on a .csv as a one-off.   I remember this being an option via CoPilot, but I am not finding anything to this effect for Journey Orchestrator. Is the only way to accomplish this by uploading the .csv to a PowerList and then building a power list off of that?  Or can I trigger an outreach via Journey Orchestrator with an uploaded .csv? Thanks! -Jim

3
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
shiv_kumar_katiyar
Gainsight Employee: Team Captain
shiv_kumar_katiyarGainsight Employee: Team Captain
posted in Archived content

[Enhancement Request] Pop up the timeline field while sending email assist task

When our CSMs send an email through a CTA (email template built in Co-pilot), this email automatically is logged in the client's timeline. While this email is marked as originating from a CTA, there is no way to add the activity subtype when validating the email before sending. We've given our CSMs the workaround to go back and edit the email to add the activity subtype. Is there any way this field can be added to "validate email" pop up so that CSMs don't have to remember to make this update after the fact. https://share.vidyard.com/watch/uTCXvGHWsiQYBWasksQ9hX  I thought if I make the field mandatory in timeline, it will prompt something while validating the Email assist task. But this logic also didn't work out.

3
shiv_kumar_katiyar
Gainsight Employee: Team Captain
5 years ago
darkknight
Grand Slammer
darkknightGrand Slammer
asked in Archived content

Will edited default Gainsight tabs get set back to default with Gainsight update?

Because we were having this problem we opted to go ahead and edit the default tabs for the Gainsight app to display the tabs we want displayed. Now with the changes to those default tabs, i.e. Copilot being renamed to Journey Orchestrator, what should I expect when this gets rolled into Production?  Would just the Copilot tab name be changed to Journey Orchestrator and everything else stays the same?  Or will it set the Gainsight default tabs back to the Gainsight default without our modifications?

0
darkknight
Grand Slammer
5 years ago
jessica_owens
Veteran Rookie
jessica_owensVeteran Rookie
asked in Archived content

CoPilot Analytics List of Contacts who Opened and Clicked

Is it possible to run reports in report builder to expand on data in the Copilot Analytics tab? I'd like to see a list of the contacts (complete with contact name, contact ID, account name, account ID, etc) who opened the email and/or clicked the email. I'd like to use this data in Gainsight as a possible CTA specific for the contact. I's also like to load this to Salesforce to use show as contact specific activity and add to SF dashboards for a more wider view to the company.

4
sagan_sherlin
Champion
5 years ago
sai_ram
Grand Slammer
sai_ramGrand Slammer
published in Archived content

Important - Survey1.0 issue with latest Salesforce update (Response URL not opening)

Issue : After 'Salesforce Summer ’18 Release' release with new manage package Survey was breaking.. It may break in all existing org after 19/July/2018 if you do not do below settings. Enable the Allow topics in Salesforce Sites and Portals option from the Salesforce Setup > Chatter > Chatter Settings location for the guest and authenticated external users in Salesforce Sites and Portals to have access to topics.  Note: If your org was upgraded to the Summer 18 release, you may face this issue (such as broken Survey Links etc.). The Allow topics in Salesforce Sites and Portals option will be available for you to select on/after July 19th at the time of Salesforce production org upgradation. Impacted areas: - Survey 1.0 (Breaking in the area where response is captured.) - CoPilot > Outreaches > Survey Error Message: Error occured :Failed to create participant, Reason- (Database.Error[getFields=();getMessage=JBCXM.NotifyInsertIntoPublishContentForSurve

14218
matthew_lind
MVP
5 years ago
chris_marconi
chris_marconiRegistered User
asked in Archived content

Copilot - Unsubscribers

If a customer unsubscribes to an outreach, does that prevent them from receiving future outreach emails or just that same outreach if sent a second time (ex. sent the next quarter)?

10
abhishek_sivaraman
Veteran Rookie
5 years ago
elizabeth_adams_c593ee
Shoshin
elizabeth_adams_c593eeShoshin
asked in Archived content

CoPilot Iimages

Hi - I really struggle with the way that CoPilot embeds uploaded images. Because I do so much editing in HTML, the imageID changes each time I save changes. That means that I can't copy/paste from either another template or from a Word doc without having to go through the process of re-uploading images. Since the images only come 'inline' down at the bottom of the email, which means that i have to then go into the code again and copy/paste the image tag into the correct place in the email.

2
elizabeth_adams_c593ee
Shoshin
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Archived content

July v5.16 Release is Live!

Gainsight's v5.16 release is live in your Production orgs*! The release includes a variety of enhancements: Calculated fields for aggregation and comparison tasks are available in Bionic Rules  Option to delete records from the Company and Relationship objects in the Data Operation page  CoPilot is renamed Journey Orchestrator and Advanced Outreach is renamed Programs New analytics are available for Programs (fka, Adv. Outreach) View Failed Participants list for Programs Values in the URL Data type fields are displayed as hyperlinks in Reports  Final release notes are available now, and a 5-min. release highlights video. (*For orgs that opt in to automatic upgrades.) August release dates for v5.17: Aug. 14: Sandbox Upgrade Aug. 28: Production Upgrade 

281
heather_hansen
Grand Slammer
5 years ago
diana_luo
diana_luoRegistered User
asked in Archived content

Utm email campaigns

Hello, can we use CoPilot to send out an email campaign with utm parameters? If so, is there any specific documentation on setting this up? 

2
diana_luo
5 years ago
sai_ram
Grand Slammer
sai_ramGrand Slammer
published in Archived content

"CoPilot" name is changing to "Journey Orchestrator" and "Advanced Outreach" name is changing to "Pr

CoPilot is renamed as Journey Orchestrator and Advanced Outreach is renamed as Programs. The name changes for these features will be visible throughout Gainsight and will not affect the functionality of these features. The names of the data objects associated with these features have not changed. This will be available from V5.16 onwards 

2391
jake_smith
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Archived content

July Release v5.16 Coming Soon!

Gainsight's v5.16 release is going out to Production orgs on July 24! The release contains a variety of enhancements, including: Calculated fields for aggregation and comparison tasks are available in Bionic Rules  Option to delete records from the Company and Relationship objects in the Data Operation page CoPilot is renamed Journey Orchestrator and Advanced Outreach is renamed Programs New analytics are available for Programs (fka, Adv. Outreach) View Failed Participants list for Programs Values in the URL Data type fields are displayed as hyperlinks in Reports Draft release notes are available now, and we'll have a release highlights video available later this week.

251
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Archived content

CoPilot and Adv. Outreach Feature Name Changes Effective July 24

The product team is making a few name changes in the application effective July 24 with the v5.16 release. CoPilot will now be called Journey Orchestrator, and Adv. Outreach is now Programs.  The new names will be reflected throughout the application when your org is upgraded to July's 5.16 release. The CoPilot tab is now called Journey Orchestrator. The names of the data objects associated with these features have not changed. We are also updating our support documentation with the new names and screenshots, and expect to complete the work by the end of July. 

150
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
alex_legay
Team Captain
alex_legayTeam Captain
posted in Archived content

log emails to salesforce in CoPilot using MDA power list

Right now in CoPilot it is not possible to log emails to Salesforce if the power list is sourced from MDA data. Is this something that is on the roadmap? Is there a reason why this is not possible? 

8
kelly
MVP
5 years ago
varun
varunRegistered User
asked in Archived content

Export list of contacts with their specific survey link (copilot).

Is it possible to export list of contacts with their Survey link.

2
jamie_mcconville
5 years ago
spencer_engel
ACE
spencer_engelACE
posted in Archived content

Put permissions for CoPilot, Playbooks and Survey in one place

It can get a little tedious to have to go in and add permissions for surveys, Copilot AND playbooks in three different areas. I'd like to see us just add one permissions menu where Admins can add whoever they want and check which features to give permissions for.  Another bonus with this approach is it would eliminate the inconsistencies each of the three permission menus have as of right now. 

2
pawan_kumar_adda
5 years ago

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