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ganesh
ganesh
Contributor ⭐️⭐️
October 21, 2015

JO emails for CSMs to send

  • October 21, 2015
  • 42 replies
  • 284 views
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. 

      42 replies

      gaurav_kotak
      gaurav_kotak
      Expert ⭐️
      October 21, 2015
      Great idea. This is planned item on our roadmap
        lane_h
        lane_h
        Helper ⭐️
        February 17, 2016
        This has come up with us this week. We'd like to trigger a CTA that says "Send X email to Y customer" and then the CSM sends the email through CoPilot. The idea behind this is the CSM should have relationship context with the customer to determine if they need to receive the email.
        Director of CX and Scale Programs
          gaurav_kotak
          gaurav_kotak
          Expert ⭐️
          February 19, 2016
          Lane, good news this is actively being worked upon. Don't have an exact dates, but please watch out for release notes in near future!
          adam_bambrough
          adam_bambrough
          Contributor ⭐️⭐️⭐️⭐️
          February 29, 2016
          +1 for this need. We'd ideally like the CSM to have the ability to edit prior to send also, so they could add any personal touch if they wish 
            reneehouse
            reneehouse
            Contributor ⭐️⭐️⭐️⭐️⭐️
            May 31, 2016
            We would also like the functionality for the CSM to send an e-mail from CoPilot and edit the template before sending as well. 
            Renee House
              kathleen_gerhart
              kathleen_gerhart
              Contributor ⭐️⭐️
              June 16, 2016
              Is there any update on timeline for this enhancement? 
                darkknight
                darkknight
                Expert ⭐️
                June 17, 2016
                yes an update would be appreciated
                Jeff Kirkpatrick
                  lauren_mintz
                  lauren_mintz
                  Helper ⭐️⭐️
                  June 21, 2016
                  Hi Gaurav - 

                  Will this feature include the ability for the CSM to decide NOT TO SEND the email outreach?
                  gaurav_kotak
                  gaurav_kotak
                  Expert ⭐️
                  June 21, 2016
                  Yes with this no emails with be sent automatically. CSM will need to explicitly send. If they close the task without sending, it is essentially skipped.
                    darkknight
                    darkknight
                    Expert ⭐️
                    June 21, 2016
                    Awesome Gaurav!  Any idea on target ETA?
                    Jeff Kirkpatrick
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