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We are looking to organize the CoPilot Power Lists, Email Templates, and Outreaches. Right now, it can become very cluttered with so many different users creating variations. Can this be built into the CoPilot interface? Similar to how reports on Salesforce can be saved into different folders

You can optimize the order of articles in categories to structure them in a logical way. There need to be at least 2 articles in a category before you can reorder the list with drag and drop. Tip: The 5 articles that are ordered on top of a Knowledge base category will also be displayed in the parent category page. (re)Ordering articles1. Go to Control → Platform → Knowledge Base2. Select the category where you want to order the articles and click Edit3. In the Content tab, place your mouse cursor on the icon with the dots and drag and drop the article to the right position4. Click Save changes 

I had a customer ask me if it was possible to bring a similar foldering structure to Copilot. They have multiple variations of things and it would be helpful to keep them straight. 

I found the folder system/ability to categorize with Reports to be EXTREMELY helpful and a great improvement to the user experience. Having said that, when can we expect a similar feature with Copilot? I currently have ~30 Outreaches and those are steadily growing, so are my Power Lists and Email Templates. It's already becoming tedious to go through these since the naming convention for the different functions are similar.(i.e. numerous outreaches, lists, templates that start w FY_ Q_, etc.).

Posting on behalf of a customer, but I think this is a good idea as well. Currently when an OAuth is made inactive, Gainsight data query processes cease such as rules engine and copilot power lists. If an organization did not have knowledge of this as soon as that happens, many important data processes do not run and gaps in analytics gets noticed to late in the game. It be nice to send an email to an assigned point of contact, along with some steps to fix the matter.

I think it would be cool to develop a C360 section similar to Surveys, where it knows what Outreaches you've developed.  When you use the drop down to see that particular Outreach, it gives you specifics on that Outreach (sent, open, bounce, etc). I can certainly build a report on that data, but its not dynamic enough.  Meaning I have to either add a filter for Outreaches, or any other number of too many clicks to get the data situations.

Is there any way in copilot to copy in whoever the account owner is? Current scenario, I see the ability to copy in up to 3 email addresses. This is a feature request for a way to achieve notifying the account owner when a welcome email (for example) goes out.

Is this your first visit to our community? Well then welcome to our small world of awesomeness! First things first: What we're here for (and what not)No matter if you're a veteran in what you're doing or a newbie... the inSpired community is the go-to place for everything you need to know to reach your goal. We have many experts here with years of experience in Community Management, Support, Onboarding, Knowledgebase-management... the list just goes on.However we know our limits. Should your goal be to become the best in Photoshop, then you are better off on other communities dedicated to that. We are very happy to receive your question, but whatever you do please follow our Terms of Conditions.] A quick tour through the CommunityNobody likes to get labeled. But when it comes to finding out where to put your question or find the right FAQ, labels can be handy! We have a number of categories for you to browse:Got a question?A general free-for-all subcategory, designed to be your safety

Is there a way to include a formula when resolving a token value in the email template? e.g. if the contact's first name is empty then use the last name or if the last name is just email just use Dear customer? This will be really useful because, our key contact may not have first and last name because we don't capture this in certain part of contact capturing forms. Any plans in the road map to do this?

We just started using copilot and want to run reports on this information.  Is it possible to pull in salesforce account and contact fields, other than the out of the box fields, into a report like this?  Items such as contact Role and Account Industry are examples. Thank you, Lauren

Now we skip the data points on the Y-axis in report that we send through copilot due to size constraint. Users wants to display all the data points in Y-Axis to match the data in the report  Can we Scale the size of the report that we embed in Copilot, so we can display all the data with the datapoints on the Y-Axis.

The support team has confirmed that when you add a date field as a token to the CTA comments via the rules engine, the date format will always be YYYY-DD-MM regardless of how the field is formatted. It would be great if we could designate the date format similar to formatting tokens in CoPilot.

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!

The Go-Live of your community is a crucial moment. If you (for example) fail to include links in prominent places to point to the community, only few people will even know that the community exists. As only 0,5 out of 100 visitors will even post something on your community, it is very crucial to start with full force.This article has the intention to offer you a list of things that must be done before you go live. We hand-picked the top 5 items out of (the what we regard as) the three main drivers for initial community success, so that you can be sure that you are well-prepared for the launch. ContentHere you can find the preparation article for the Content strategy.Categorization is finalCategories and sub-forums should have clear structure and naming conventions - with no overlaps. Do users know where to find information?Every subforum has at least 3 topics (or articles) which are relevant for usersUsers must be able to discover something of interest during their initial visit. Nobod

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?

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.

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. 

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.

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? 

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.

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 

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!

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?

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

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.