Archived content

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.

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?

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.

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 oc

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)?

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.

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 ar

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? 

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 

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.

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. 

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? 

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

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. 

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 ass

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?

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.

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?

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. 

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

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?

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.

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 Pe

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.

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