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darkknight
darkknight
Expert ⭐️
October 20, 2015

Notifications: Add option for users to select to be notified when JO email goes to their customer

  • October 20, 2015
  • 6 replies
  • 76 views

We have a marketing team that utilizes JO to send targeted emails based on segment.  Our CSMs would like the option to be notified when an email is sent to their customer via JO.  I know there is a cc/bcc capability in JO, but we don't want to A) hard-code every individual CSM to the it or 😎 email an internal mailing list because we want the notification to be relevant. In other words, when an email actually gets sent to a customer, send a notification to the CSM (one per customer per campaign)

      6 replies

      tracy_streetman
      tracy_streetman
      Contributor ⭐️⭐️⭐️
      October 20, 2015

      I second this.  We are going to be sending surveys via JO, it would be great for the CSMs to get an email notification when a survey has been sent to their customer for added visibility into the pending items for specific contacts.

      sundar
      sundar
      Expert ⭐️
      October 21, 2015
      Hey Jeff,

      In option A, instead of hard-coding the CSM's email, you can select CSM's Email field and it is replaced with that account's CSM.


      But this will not be one per customer, it will be one per contact.

      Does this help or will it be too many emails for a CSM? 

      Tracy, I hope this should address your ask. 

      Thanks for your valuable feedback.
      darkknight
      darkknightAuthor
      Expert ⭐️
      October 21, 2015
      Thanks Sundar. This won't work because what we need is the ability for CSMs to opt-in.  Some folks won't want the additional email, some will.  Adding this to the Notifications would be hugely valuable.
      Jeff Kirkpatrick
        dstokowski
        dstokowski
        Gainsight Employee ⭐️⭐️
        October 21, 2015
        Are you already including the Emails Sent as a view in your Customer 360?  This would make it visible to all CSMs.  Not exactly what you are asking for here but may be useful for all of your CSMs.
        darkknight
        darkknightAuthor
        Expert ⭐️
        October 21, 2015
        Yes we have an Emails Sent view however this would require CSM going in to check every C360 page for new emails sent.  What this request is asking for is, much in the same way of receiving an email notification when a CTA is triggered, to have an email notification when a new email has been triggered to a customer.  Some CSMs want that level of notification, while others do not.
        Jeff Kirkpatrick
          sundar
          sundar
          Expert ⭐️
          October 23, 2015
          Thank Jeff.

          We are planning to build a model around customer touches where a CSM would be able to subscribe for the notifications of the touches made on the customers they manage. This is planned for H1 of 2016. Until then the CSM's who want to opt-out can create a filter for these emails in their mailbox to reduce the noise. 
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