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Would be great to have Gainsight JO have the ability to adjust case formatting of customer names by using the equivalent of the ‘proper’ function from excel before sending out the emails

I'm having some challenges with formatting Copilot emails when they include tokens or links. When the email is sent, the tokens and links show up in a different font and size. I've been able to get around it by trying to match the font and size as closely as possible, but it's still noticeably different. Has anyone else experienced this?

I have a customer that would like the "Send Copy To" email to only send one email to the address. The use case is that that have a distribution list but they do not want this list to receive every email copy for every single email, they only want one. I would like to start some discussion here to see what other peoples thoughts are. Some challenges that I can see would be that often times the emails contain tokens with different data so I am not sure if it would be advisable to pick a random contact to use in one of these copies, this could cause confusion. Or another option I could see would be to just send it without the tokens but this could also cause confusion as some people might think there was an error. I would like to hear the product teams thoughts on this especially when it comes to if this would be possible as well as other customers input. Thanks!

Hello, I'm working with a customer who is wanting the ability to unsubscribe their customers from Copilot outreaches. Currently, the only way to accomplish this is for the email recipient to unsubscribe via the email link. Is there any future plan to allow users to unsubscribe their customers from Copilot Outreaches via the Gainsight UI? Thanks

When creating a Power List in Copilot I can only block specific emails from the list by applying them individually. It would be nice to be able to exclude them with a single filter and the emails each separated by a coma (,). 

All data is owned by the customer that has an agreement with inSided. InSided is the processor of the data. This also means that customers have the right to receive all data on termination of the agreement in an industry standard file format. 

inSided provides a public community and help center platform as SaaS where any interested user can engage online in discussions about the customer and can ask questions related to the customer's services. These community discussions serve as a rich public “wiki” that multiple other users can consult as self-service to resolve their questions. Users need to proactively register their own accounts to be able to participate and share, for which they are aware which personal data details are shared with inSided as the data processor. inSided is not allowed to use customer data for any purpose other than providing services for the customer.

When adding an Email task to a Playbook, it is currently rather difficult to search for the correct Email Template via the dropdown menu. The drop down menu does not sort templates alphabetically, by date updated, or any seemingly logical manner. I have hundreds of Email Templates located in CoPilot. Even with very organized naming schemes, it is frustrating to locate the Email Template I want to use via the dropdown. Can it be listed alphabetically, by template update (newest > oldest), or even better - include a search option?

When building Email templates, Having placeholder or building a email template with Meeting invites and calendar blocks will be great. many times. The use case we are trying to build is Leveraging Copilot feature to send communication to our internal employees. These emails are Training and  Enablement session communications that will have calendar blocks and meeting invites. This use case can be leveraged to use with account contacts / customers as well. Thanks! ~Lokesh

[i][i]With Gainsight's new sharing capabilities, you can now share dashboards, C360/R360 sections and success plans. While C360/R360 pages can be shared via CoPilot, you can't do this with dashboards straight out of the box. But....there is a workaround that I'll explain below. [i]Please note that this has a few important caveats that you'll want to pay attention to at the bottom of the instructions. Steps: Create an outreach (with appropriate template and powerlist) to send to the individuals to whom you want to share the dashboard. We'll come back to this outreach later in the process. Using Administration > Dashboard Builder page[list=1] Create a dashboard that you would like to share and enable sharing on that dashboard.  For sharing settings:[list=1] Uncheck - Enable OTP Verification Check - Add an expiration period (7 days) Optional - Enable Export[/list]Using Gainsight Home page Select your dashboard and click "Preview & Share"

With the release of Templates 2.0, we lost the functionality to edit the hyperlink text within the link editor, just by clicking the existing link.  This makes it more difficult to edit links within a template.  Can that functionality be restored?

I tried to paste in some HTML from a different editor, but it turned [i]<td background="[i]https://cdn2.hubspot.net/hubfs/215600/Analytics_webinar_background.jpg"[i]; bgcolor="#4c4f53" valign="top"> [i] into [i]<td bgcolor="#4c4f53" valign="top"> Any ideas?

When we use links with "&" in the URL, the html editor adds an extra set of text "amp;" after the existing "&" When the link gets clicked by the recipient, this redirects them to the wrong place.   After I add my URL to the link editor, I have to then go into the html to delete the extra "amp;"

The Email Template section in CoPilot is very hard to navigate through when we have 40+ templates.  Adding an organization structure would be incredibly helpful here. Looking at the structure of the vault templates, something similar and customizable would be very helpful.  

I'm having trouble interpreting the documentation on CoPilot Email Coding Guidelines here: https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/... At the bottom, the heading says "Why Inline CSS", which makes me think Templates 2.0 supports inline CSS.  However, whenever I paste my my style tags into my template, the rules are deleted.  In the documentation the text in the paragraph states "move all CSS class attributes into inline for individual elements".  Does this mean that the email editor does not support inline CSS, but rather favors inline styling?   This feels like semantics to me but I wanted to make sure I was interpreting the expected behavior correctly. Thanks!

We're hitting issues where when using the WYSWYG editor in co-pilot, the email formatting is breaking when displayed in various email clients. Is there any coming workflow or integration (such as Litmus or emailonacid ) that will let us test in multiple email platforms from in the app? Sending manually and running multiple a dozen+ platforms isn't really feasible 

I'm trying to set the font-family, size, and text-decoration for my button in a CoPilot email template.  However, it doesn't appear that the changes I make in the html are being saved or applied.  Is there a way to format the button text in this way? Changes to html: After clicking submit: Re-open the html editor: The reason I want to edit this format is because when the email is received it appears as serif font and doesn't look good: Any help would be greatly appreciated! Thanks, Kate

We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?

Hi there, Are there any plans to increase the email copy limit on AO and CoPilot outreaches? Right now, you are limited to CC'ing up to 3 separate emails aliases or users. We have some situations where we want to send internal emails to client's full account team such as CSM, Seller, Ops manager, etc.  With the current limitation, it is tricky send these emails to all the necessary team members. I know we could use custom email aliases on our end but for it would be nice if this limit was larger so that we can make the emails more targeted by role and user. 

In doing some testing through more some preview tools, it looks like a user who views emails in text only isn't getting any content. Is there a way to control 'text only' content in CoPilot? Thanks, Elizabeth Adams

Hello, I haven't found any option in Gainsight to be able to edit copilot e-mail templates plain text version. Also, when checking the source code of test survey e-mails sent from copilot, I haven't found any text/plain part in there. I think it is essential to have also text/plain part of the e-mail template in the source code either it should be at least html version converted to plain text OR the best would be editable plain text version of the HTML template. Also, we, as open source company have many customers that use Linux/Unix based systems and many of them use just plain text e-mail clients or displaying of e-mails - HTML e-mails might be useless for them. Last, but not least... E-mail containing only HTML version without text/plain part might seem to be kind of incomplete potentially raising spam score of whole e-mail I think. Thank you.

Hi there, told the Gainsight CS team so and per suggestion I'm posting it here as well.  We tried out an copilot email once. However, the current email format (a box centered in the middle of the email) is very marketey feel. It is ok for the purpose like webnar invitation, use case sharing etc. What we are also hoping for Copilot to solve is at scale communication when observing the clients dropping their usage under certain threshold. It would be a replacement of copying and pasting dozens of emails in outlook - the tone of the email is rather informal check-in than a mass marketing event. With today's formatting option, we received many replies saying "please take me off the list", coz it looks too much like a system generated information, than a more personal outreach. At minimum, I think we need to have the text aligned to the left, to make it feels like an actual  normal email.  Granted Copilot is still useful without it, but not as much. Thanks.  Regards,

This used to be easy..... When a Powerlist was generated, the email delivered had an attached file of the Powerlist results.  Now, the email says "Results can be downloaded from Rules execution history page."  But I generated the Powerlist from CoPilot, not from a rule, so there's no record on the rules execution history page.   Am I missing something?  How do I download the whole list?  Or do I really have to scroll through all 54 pages, 6 records at a time?

I've heard a few customers ask about the possibility to CC or BCC internal contacts on a JO outreach. The CC/BCC could be a specific email address, or a dynamic field (e.g. the CSM for the account). This could be used for internal notifications when a campaign takes place.