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lauren_marsh
lauren_marsh
Contributor ⭐️⭐️
February 26, 2016
Solved

Use copilot to send "Operational" emails

  • February 26, 2016
  • 22 replies
  • 301 views
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?
    Best answer by gaurav_kotak
    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

    22 replies

    Show previous replies
    lane_h
    lane_h
    Helper ⭐️
    August 30, 2016
    For us, #5 would not allow us to send some of our operational emails. I would like to see #5 as an "or" not an "and".
    Director of CX and Scale Programs
      gaurav_kotak
      gaurav_kotak
      Expert ⭐️
      August 30, 2016
      Hi Lane, Thanks for the feedback. We are planning to increase the limit to 5K and then further relax over time as we get data on impact to reputation scores which is a function of how the aggregate customer base use this functionality. We plan to relax this functionality through a combination of increase the limit and 'or'ing it with other factors. If 5K is too low (which I suspect in your case it will be), you always have the (admittedly non-ideal) option to break out outreaches in the interim. Does this seem reasonable?
      lane_h
      lane_h
      Helper ⭐️
      August 31, 2016
      As long as there isn't a limit to how many can be sent in a 24 hour period, we could make this work. Again, not ideal.

      Here is an example:
      Let's say there is some sort of customer information breach. You would want to notify all of your customers as soon as possible. If you can only do 5,000 at a time, this would not be feasible. And then to have to break them into multiple outreaches would be tedious. Also, by breaking them out across multiple outreaches, you risk someone breaking a story before you can get the message to all your customers.
      Director of CX and Scale Programs
      gaurav_kotak
      gaurav_kotak
      Expert ⭐️
      August 31, 2016
      Yes this use case makes sense. There is no limit on 24 hour period, and we will look to expand the 5K. And finally always an option to send a larger outreach with unsubscribe (again not great, but an option nonetheless)
      scott_superko
      scott_superko
      Helper ⭐️
      September 6, 2016
      Hi Gaurav,

      I am with Lane on this one.  We are currently sending release notes to multiple contacts on all of our accounts and would exceed the 5,000 threshold.

      Having to break this out into multiple outreaches will be tedious. 
        scott_superko
        scott_superko
        Helper ⭐️
        September 6, 2016
        Hi Gaurav,

        I am with Lane on this one.  We are currently sending release notes to multiple contacts on all of our accounts and would exceed the 5,000 threshold.

        Having to break this out into multiple outreaches will be tedious. 
        sundar
        sundar
        Expert ⭐️
        September 7, 2016
        Scott - Release notes would not fall under the category of operational emails. User should be able to unsubscribe from release notes for sure. 
        But I see the point that when there is a service downtime or subscription renewal notice it should be notified irrespective of whether the user has unsubscribed or not.
          sara_hoeffler
          sara_hoeffler
          Contributor ⭐️⭐️⭐️⭐️⭐️
          September 21, 2016
          Any updates on the release date for this?
          scott_superko
          scott_superko
          Helper ⭐️
          September 22, 2016
          From this community post, planned for November release
          jeffrey_dasilva
          jeffrey_dasilva
          Helper ⭐️⭐️
          September 23, 2016
          When Operational emails are allowed through CoPilot will they ignore the "Unsubscribed Emails" check and send the email regardless?

          We are currently using Gainsight for both Operational as well as non-Operational type emails and if they opt out of a non-Operational email we wouldn't want that to prevent the Operational email from sending.

          Anything on the roadmap to expand opt out selections beyond "Customer Success Communication" and "survey"... maybe allowing configuration?

          For example, it would be great if we could allow customers to opt out of emails by product line and tag email templates (or Outreaches) to a product line.
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