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lauren_marsh
lauren_marsh
Contributor ⭐️⭐️
February 26, 2016
Solved

Use copilot to send "Operational" emails

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?
    gaurav_kotak
    gaurav_kotakAnswer
    Expert ⭐️
    August 26, 2016
    To everyone interested in sending operational emails via copilot, I wanted to your feedback on what you think comprises of an operational email. We are looking to enable this functionality but obviously don't want to get you/us in trouble / black listed by email vendors. 

    At this point we are considering allowing enabling 'operational emails (no unsubscribe)'

    1. Any email sent via cockpit email tasks (semi-automation) are always operational 
    2. Any email sent via copilot with an embedded report can be sent as operational
    3. Any email sent via copilot which has a tokenized link can be sent as operational
    4. Any email sent as a 'daily trigger' where essentially comparing to a date, can be sent as operational
    5. Any email can be sent via copilot, but if number in outreach > 1000, the unsubscribe link is added. 
    6. to send operational email, the from address much be address of a CSM (or user) vs. a generic email address. 

    The motivation here is to ensure only operational emails are sent as operation and we believe emails that are heavily personalized (embedded report, tokenized link, from CSM, smaller batches) can be marked as operational and not have unsubscribe link. 

    Thanks,
    Gaurav
    View in thread

    22 replies

    sundar
    sundar
    Expert ⭐️
    February 29, 2016
    Hey Lauren, Operational email option is not there in Copilot yet. I will add that as a suggestion as an enhancement request to copilot roadmap.
    For the time being, you can use Rules engine and SFDC email template to send out the operational email. You can use the same source for the list and have Send email action. The reason for this being part of Rules Engine is operational emails should be controlled by Admin and not CSM team.
    Translate
      elaine_cleary
      elaine_cleary
      Helper ⭐️⭐️
      July 9, 2016
      Hi Sundar, I've had a couple of companies ask about when we may offer operational emails from Copilot. Is there any new insight into timing?  FYI -  All of these companies have Copilot controlled by an Admin so they don't view it as a risk.  Thanks!
      Translate
        sundar
        sundar
        Expert ⭐️
        July 14, 2016
        Thanks Elaine. This is added to backlog, will keep everyone posted on ETA.
        Translate
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        August 9, 2016
        Hi Sundar,

        I'm going to add my +1 on this as well. The issue is increasingly coming up with customers of mine and for some of them is a roadblock to being able to fully use CoPilot. 

        This functionality is available in some other similar email platforms:
        Marketo : https://www.youtube.com/watch?v=0sJJ2_p4XOo
        HubSpot: http://blog.hubspot.com/customers/difference-between-transactional-and-marketing-email



        Related - I found this interesting article that digs deep into the differences between commercial and transactional emails both in the US and in other jurisdictions. https://customer.io/blog/Send-email-without-unsubscribe-link-cold.html
        Translate
        VP of Customer Success at Forcepoint
          sundar
          sundar
          Expert ⭐️
          August 11, 2016
          This is targeted for upcoming quarter. 
          Translate
            Anonymous
            August 26, 2016
            Do you have a rough date for when this feature would go live?
            Translate
            gaurav_kotak
            gaurav_kotak
            Expert ⭐️
            August 26, 2016
            As Sundar mentioned, planned for Q4. Not sure yet if October or November release. We'll mention in release notes and update this thread once we have more info. 
            Translate
            gaurav_kotak
            gaurav_kotakAnswer
            Expert ⭐️
            August 26, 2016
            To everyone interested in sending operational emails via copilot, I wanted to your feedback on what you think comprises of an operational email. We are looking to enable this functionality but obviously don't want to get you/us in trouble / black listed by email vendors. 

            At this point we are considering allowing enabling 'operational emails (no unsubscribe)'

            1. Any email sent via cockpit email tasks (semi-automation) are always operational 
            2. Any email sent via copilot with an embedded report can be sent as operational
            3. Any email sent via copilot which has a tokenized link can be sent as operational
            4. Any email sent as a 'daily trigger' where essentially comparing to a date, can be sent as operational
            5. Any email can be sent via copilot, but if number in outreach > 1000, the unsubscribe link is added. 
            6. to send operational email, the from address much be address of a CSM (or user) vs. a generic email address. 

            The motivation here is to ensure only operational emails are sent as operation and we believe emails that are heavily personalized (embedded report, tokenized link, from CSM, smaller batches) can be marked as operational and not have unsubscribe link. 

            Thanks,
            Gaurav
            Translate
              dan_ahrens
              dan_ahrens
              Expert ⭐️⭐️⭐️
              August 29, 2016
              I love the thought process here, Gaurav!
              Translate
              VP of Customer Success at Forcepoint
              sara_hoeffler
              sara_hoeffler
              Contributor ⭐️⭐️⭐️⭐️⭐️
              August 29, 2016
              This would cover our operational use cases.
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