JO emails for CSMs to send

Keep in mind Manu that rolling in new updates like this - especially when the end user experience has changed as much as it is - isn't something that can be just tossed out there overnight for most companies, and especially in large enterprise environments.  (It also occurs to me this may have an impact on the second instance of Gainsight we are in the process of rolling out as well - in a much stricter environment)

The issue here is the lack of adequate notice.  I hope to see a more consideration given to this need in the future.

Totally valid concerns. You should get the resources shortly, and we will honor all opt outs.

We did two months of actual customer testing, so feel confident of releasing. But in no way want to undermine the heads-up and training needed to switch over. 

I agree as well - allowing the CSM to edit the template to make it more personal for the customer would be of huge value.

We are very excited about the ability to set up emails in CTAs that CSMs will be able to send on to their clients. We have had some internal debate about which emails should have that CSM intervention as we try to balance efficiency vs relationship insight. One idea we had was to have an option to automate the distribution of the email in the CTA unless the CSM intervenes within a certain period of time. So, the CTA would say 'This email will fire within ten days, unless the CSM takes action.' The CSM can either choose to customize and send or cancel distribution. That way, the customer receives consistent timely messaging without extra effort by the CSM unless the CSM knows of special circumstances requiring modification of the message.

Love the idea Elizabeth. Maybe we can have time = due date of task. and have an option to send automatically on due date? 

This is such a great idea, Elizabeth. Thank you for chiming in! As a CSM, I can see great value in having the option for time to elapse and it fires automatically. 

I think that would work, Gaurav!

What about Whitelabeling the email address for those CSMs? I was told our domain name does not have enough character space to add the SPF records that was given to me by Gainsight Support, so we are unable to Whitelabel our work email addresses. As a result, every test email I send is caught in our Spam filter (which I receive 8 hours later in my mailbox). My IT suggests creating a sub domain to send CoPilot emails/outreaches, however, CSMs log into SFDC/GS with their work email addresses, not the newer sub-domain email addresses that IT wants to create. So that option creates an extra step for CSMs and they will also have 2 email mailboxes to read each morning. Too tedious/time consuming for CSMs.

+1 for this. Great idea!

We are just getting started with CoPilot. My understanding is there is functionality to allow the CSM to review/release/cancel an email that is generate as part of an Outreach.

Is there documentation on how this works?