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  • 467 Topics
  • 1,782 Replies
467 Topics
alex_legay
alex_legayHelper ⭐️⭐️⭐️
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? 

738
kelly
6 years ago
varun
varunContributor ⭐️
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.

332
jamie_mcconville
6 years ago
spencer_engel
spencer_engelExpert ⭐️
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. 

12
pawan_kumar_adda
6 years ago
shiv_kumar_katiyar
shiv_kumar_katiyarGainsight Employee ⭐️⭐️
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. The activity sub-types help us in understanding the theme of work the CSM is working on and is included as an option to note when manually creating a timeline event. 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.

60
shiv_kumar_katiyar
6 years ago
sarah_kiani
sarah_kianiContributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
CoPilot, trigger emails based on which link is clicked

We are trying to setup separate email campaigns for customers based on what link they click in an email. The links would either lead to more self-service styled or more human assistance. Is this something that is possible in CoPilot currently?

395
ben
6 years ago
georges_arnaout
georges_arnaoutContributor ⭐️⭐️⭐️
posted in Archived content
JO Email Template Permissions

It would be very useful to have a Read-only permission for Co-pilot email templates.  I would like my team to be able to view a repository of templates (i.e. use Gainsight to store templates vs. Drive or Confluence) and have them only READ these templates. Currently the permissions are to only EDIT or View titles.  There's no way to VIEW an email template w/o Edit rights.

215
sarah_kiani
6 years ago
kevin_ly
kevin_lyHelper ⭐️
posted in Archived content
Last Modified by Name on Powerlist Changes on Refresh

In Copilot Powerlist overview page each powerlist lists the name who last modified the Powerlist. See Image. It works fine when someone modifies it, however, on a scheduled powerlist refresh, name changes to the OAuth User. It is really difficult to assert responsibility of who modified it and is incorrect. May we have a text to say who last modified it and last refresh date?

374
sai_ram
6 years ago
ganesh
ganeshContributor ⭐️⭐️
posted in Archived content
JO emails for CSMs to send

A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents. 

20742
dan_ahrens
6 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Archived content
CoPilot versus Marketo

We are developing our nurturing program for existing customers and have run into some bumps in the road about whether to use CoPilot or Marketo to deliver our newsletters. Our marketing team uses Marketo very successfully for email campaigns to prospects and have volunteered to help with customer communications through Marketo. Their argument for Marketo and against CoPilot is based around having one source of truth for opt-outs, bounced emails and spam, and if it ain't broke, don't fix it. I have a hard time arguing against this. I am also considering integrating Marketo with Gainsight to use Powerlists to trigger Marketo campaigns. Does anyone have experience with this? Any lessons learned, recommendations? Thanks, Steve

11410
diana_luo
6 years ago
darkknight
darkknightExpert ⭐️
asked in Archived content
Questions about the Gainsight file repository...

I am considering enabling the Storage flag under Application Settings: I have a few questions though: How long are files stored here? I assume the success/failure notices still come through as emails, just without the file attachment? It says this applies to Rules, Power Lists and Outreaches.  • Is that ALL rules or just Custom vs Bionic Rules?   • Does this include Advanced Outreaches or just legacy Co-Pilot outreaches?

342
darkknight
6 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
posted in Archived content
Report Table View in Email

We need to include reports in table view in our email distributions. Both in CoPilot emails and also in CTA-based emails. We are trying to create a dashboard style report to distribute to clients to help them understand utilization. There are some data points that really don't make sense in a more graphical format.

13121
jason_metzler
6 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Archived content
Workflow for sharing a special C360 layout in an Advanced Outreach to external users

We are looking to share more information with our customers about their account in our system. One of the goals is to allow them to provide us with updates about who should be Contacts on their account.  My thought was to make a special C360 layout with only the necessary info, then share that out to specific contacts on accounts via an Advanced Outreach. The replies would allow us to take action and update their list of contacts. I found this article to support the sharing side of this: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/... However, I am looking for guidance on ALL the steps to accomplish my workflow. It seems I will need to import contacts into Gainsight Person or something, but that is foreign to me. What do I need to setup to accomplish this goal? Thank you everyone!

191
john_apple
6 years ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
posted in Archived content
Time zone conversion

As a CSM I need to log activities and emails according to my client's time zone so I can reference the time in a meaningful way to my clients. Acceptance criteria: Convert times entered in my local time zone to the client's time zone Display both times in Activities and CoPilot Allow a toggle between my time zone and client local times in Global timeline Examples: My client on the west coast and I am on the east coast. 1.  I refer the client o an email was sent in the time according to my time zone.  The client is unable to find an email at that time because of the difference in time zone. 2.  I refer to a meeting from Activities in eastern time and the client thinks they did not attend because they do not see any meeting at that time on their calendar.

361
sai_ram
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Archived content
New Free Virtual Instructor-Led Gainsight Training!

Starting the week of October 9th, we’re launching free Virtual Instructor-Led versions of all our Gainsight training curriculum! Register here. Why? Many people prefer having a real instructor for questions. We keep it fun and have a “co-pilot” (pun intended) available to help answer questions during the classes.   Note: These classes are in addition to existing On-Demand courses. Customers can take both ... no restrictions. Questions? Contact training@gainsight.com

463
evan_luberda
6 years ago
britton_walker
britton_walkerHelper ⭐️
posted in Archived content
Send copilot emails to person records instead of contact records

I understood that the Person object was developed to unify a single individual's experience if they are listed as a contact for multiple accounts. However, Copilot can only send emails to the contact records instead of the person record. What is the reasoning behind that? I can think of a couple reasons why sending a copilot email to a person record would be beneficial over sending the email to a contact record. First, we would like to send an email based on a custom field we built on the person record. And second, some emails only need to go to the individual once regardless of how many accounts they are listed as contacts for.

252
dan_ahrens
6 years ago
nancy_burdzel
nancy_burdzelContributor ⭐️⭐️
posted in Archived content
Viewing attachments in templates created via email assist

We attach client facing documents to templates created via email assist.  As a CSM, I want to be able to view these attachments in the template prior to sending the email, but cannot.  The only way to see the attachment is to send a test email through Copilot.  Our CSMs do not have access to Copilot.  Would love it if CSMs could see attachments prior to sending the email to their client.

271
sai_ram
6 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Can you use survey links without sending the survey email through Gainsight?

Can you set up a survey from within Gainsight, but just pull out the survey link and send it through another source? Or does the survey have to be sent from within Gainsight (CoPilot or Email Assist) for it to work and track?

933
dan_ahrens
6 years ago
pankaj_arora
pankaj_aroraContributor ⭐️⭐️
asked in Archived content
GDPR and Gainsight Data Encryption

Does Gainsight encrypt the data? if not does Gainsight have the ability, if so is there a specific module that needs to be purchased just like how it is for Salesforce? We have a rule that will only pull active customers into Gainsight, but I'm interested to know what if a customer churn and we are no longer in contact with that customer and do not pull the customer into Gainsight.  Will we keep all their history? Even though they are not pulled into the Gainsight customers tab, but what happens to all the email that were sent through co-pilot and all the email logs? Does Gainsight use the following logic:   Data in transit is defined into two categories, information that flows over the public or untrusted network such as the internet and data which flows in the confines of a private network such as a corporate or enterprise Local Area Network (LAN). Data at rest. Data at rest in information technology means inactive d

1392
pankaj_arora
6 years ago
christopher_sanderson
christopher_sandersonHelper ⭐️⭐️
posted in Archived content
Adding Contacts from a Contact Roles relationship in CoPilot

Would love to see the ability to pull in, and filter, Contacts based on their affiliation with an attached Contact Roles.  Example: Wanting to fire a New Customer email.  Org uses Opportunity Contact Roles.  Want to send new customer email to 3 out of the 5 listed Contacts in that Opportunities Contact Roles.  Could filter them out based on Role type. I have a bunch of other, very similar use cases that I'd like to implement for customers.

645
lyne_therien_old
6 years ago
darkknight
darkknightExpert ⭐️
asked in Archived content
Hide tabs on the Navigation menu?

Something I have never asked before, but now am wondering - Does anyone know if there is a way to obscure tabs on the Navigation menu? I want to remove the Engagement, CoPilot, NPS and Survey tabs for my end users as they have no need for these.  Is that possible?

582
darkknight
6 years ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Archived content
Help. Send a CTA Summary to Manager using CoPilot?

I've found several post that touch base on this - but nothing that really matches what I'm looking for.  While I have a few scenarios, they all go in line with the below that I'm trying to figure out how to make work, if it's even possible - and if not, How are managers getting Summary emails (Daily, Weekly and/or Monthly)? Scenario: Ask:  One of the Mangers over a large group of CSM's would like a daily morning email that lets him know what CTAs are coming due today for his group.   What I have so far:  I created a simple report for him (bar graph since we can't do table (yet...maybe).  I created a template in CoPilot and in the Outreach set to the report inside.  [On the report itself I have it set to a custom filter called Manager that we created so that everyone that reports to him, he can see.  Makes keeping up with Dashboards a lot easier now.]  However, my problem is that 'Manager' isn't an option as a filter when setting the Dashbo

416
sagan_sherlin
6 years ago
sagan_sherlin
sagan_sherlinHelper ⭐️⭐️
asked in Archived content
Question. Is it on the road map for CoPilot to be able to support "Tabular visualization"?

Just curious if this feature is on the road map or not - to open up CoPilot to accept 'tabular' formats.  Thank you 🙂

523
darkknight
6 years ago
dallis_king
dallis_kingContributor ⭐️⭐️⭐️
asked in Archived content
Send CoPilot using Contacts and Related Contacts in Salesforce

Our org uses both contacts and related contacts in our accounts in Salesforce because some of our contacts work across multiple accounts. I'm trying to send out a copilot outreach that will send emails out to everyone associated with an account based on their role.  For part of this outreach, I also need to filter by fields within an opportunity. So in CoPilot, I've derived the list of recipients from the opportunity - but the only people that appear are those that aren't associated with multiple accounts - those that aren't part of the related contact list. Is it possible to generate my contact list from the entire related contact list in Salesforce and retain the ability to filter by opportunity fields?

333
darkknight
6 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Archived content
Copilot: Identifying CTAs with No Contacts

We've recently created a survey (outside GS) that we're sending to contacts associated with the CTA.  Unfortunately, since it's a new process, our CSMs aren't so good at adding the contacts.  We were attempting to create a reminder email through copilot to send to the CSM when they closed the CTA but forgot to add the contact.  In talking with Support, there's not a good way to identify CTAs WITHOUT the contact. Has anyone done anything similar and figured out a good method? Ideally, I'd like to be able to select CNULL in some shape or form, but that's not possible today.

204
heather_hansen
6 years ago
beth_wang
beth_wangContributor ⭐️
posted in Archived content
Option to replace standard Copilot "manage preferences" link with own, custom subscription center

We are creating a subscription center for ALL customer comms regardless of tool they are being sent through, and would like to replace the required opt-out link at the bottom of copilot emails that are non-operational with our own url so we can manage all customer comms subscriptions in one place. We would just mark all co-pilot operational then include our own link, but many of our comms go to more than 5000 contacts at a time so we are not allowed to do this either with the current limitations in copilot. I understand the current limitations in place are to protect against SPAM laws, however our link would abide by all those laws, but with our own unique subscription center instead of the default gainsight email preferences manager.

262
miguel_rodriguez
6 years ago

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