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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.

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.

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?

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

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.

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?

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

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

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?

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.

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.

We pushed out an outreach this morning, and there were quite a few bounces and skipped emails: I'd like to create a report that lists out all of the contacts that were skipped or bounced, so that our CSMs can update our Salesforce records. However, I can only run a report for hard and soft bounces and 'rejected' emails in the Report Builder: As you can see, I am only getting the 50 bounces. How can I get the 122 'skipped' emails too? Am I missing an obvious filter in my report?! Thanks!

We have a series of Outreaches via CoPilot that are sent to our users based on usage levels. This automation is in place to assist our CSMs and to remind our users to log in to our platform. I love that these Outreach emails log in the c360 page in Activity History and also in SFDC. However, it looks like the emails will log with the name being pulled in from the Subject Line of that Email Template.  I was wondering if there was a way to customize how the name of these emails log in Gainsight and SFDC? Changing the subject line in Email Templates wouldn't work since we want the emails to contain this when sent to our clients. However, this doesn't translate well when the email is logged since it's not clear to our CSMs which email in the sequence this falls under. Rather than having them remember the subject lines for each email (too many to remember accurately), I was wondering if we had any control over the logging of the Outreach?  Thanks! 

We have two type of customers we typically email via copilot during the customer lifecycle, "Admins" and "Super Users". Every account has 1 admin, but can have an unlimited number of Super Users. Sometimes they have none sometimes they have several. Historically we've sent emails to every user individually, but it would be much more succint to send an email "To" the admin, and "cc" all the super users. Is there any way to dynamically generate that cc list based on the user type?

When I am building criteria for a Rule in the Rules Engine, the Preview Results is a very handy tool to help me determine if my criteria is on point or not. This is sorely need for Power Lists in Co-Pilot.  I currently have to Save and Refresh, then go back out to the main Power List screen to see if I have captured any results...OR wait for the email to arrive in my inbox.

Our CoPilot emails are relationship based but we like to log automated emails to SalesForce activity, however,  the checkbox on Outreach not allow access.  Apparently, this is not a currently supported feature in the relationship Power List due to the way relationship contacts are stored. The checkbox uses the traditional SFDC contact object, it is a separate object from SFDC contacts. What is the roadmap for building out CoPilot for these relationship functions?

Our company currently uses Co-Pilot quite regularly and there's some been questions lately if this type of functionality (1 to many communication) is GDPR/ CASL compliant. Is anyone else having these conversations in their org and/or does Gainsight have any more info I can share with our legal team? 

I have had a few customers that already use SendGrid in their company if we can use their SendGrid instance to send emails. Any possibility of a SendGrid integration in the future?

Right now, the only way to see who exactly gets skipped in a CoPilot outreach is to review the excel sheet from the outreach execution. It would be nice if these were recorded somewhere so you can report on it.

In email assist we can set up a subdomain so the email sends out using a subdomain and the reply to goes to the logged in user. Would it be possible to have this for CoPilot specifically for tokenized addresses? Many people send CoPilot outreaches from CSMs or other users tokenized in the from and reply to but if there is a subdomain white labeled then these emails would not be white labeled. Is this feature technically possible?

A useful feature would be the ability to organize CoPilot email templates either by some type of folder system or by tags that can be placed on the template.

I have a request from a customer to get data out of GainSight via API. The customer is working with a couple tools (segment, tray.io).  Here are some specifics: [i]"We would like the Co-pilot outreach data + GainSight data on emails sent, opened, received, body, subject, clicks on CTAs, triggers/filters, sender name, sender email, (+timestamps), Account Name/id, CSM Name/Email, etc." I can see that they will want to get data out of different subject areas including MDA and SFDC objects.

I'm working to develop a best practice for calculating the 'open rate' for our email outreaches run through CoPilot, but I'm seeing a few inconsistensies with the data. Ideally, this would be calculated automatically, but that's another request.  I find there are several methods of calculating the open rate; 1. dividing the aggregated "sum of opened" by the aggregated "sum of sent" x100 2. dividing the aggregated "sum of opened" by the aggregated "count_distinct of email addresses" x100 3. calculating the "count_distinct of emails" number twice, by running the data set twice. First, finding the total number of distinct email addresses. Second, adding a filter for "opened = 1" to find the total number of distinct email addresses that have been marked as having opened the email. I divide the second number into the first number to find the open rate.  Of these three methods, number 3 seems the most accurate, but requires running the dataset twice. All three methods result in s

Hello, When we originally onboarded with Gainsight, we set something up so that a few members of our team automatically get emailed copies of the rule results, copilot outreaches, etc. Now I'd like to remove someone from that list and I don't remember how we set it up in the first place. Can someone remind me where I can customize who receives these emails?  Thank you, Dallis

Can I adjust the size of the report image in a copilot email? We are sending out a usage email to our clients that should include the 15 users who have logged in the most. As you can see in the image below, the report has all the data points on the chart, but we can only see 8 of the 15 labels because the image is too small. I can't find any option that allows me to increase the size of the image so it can display all data labels. Any help here would be greatly appreciated.