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ben
ben
Helper ⭐️⭐️⭐️
Jul 20, 2017 1:57 AM UTC

Can you update a template after an Advanced Outreach has started?

I noticed an HTML formatting issue with two email templates that are used in my Advanced Outreach for our standard survey. I went through and reformatted them, but had to remove some tokens in the process. I figured I would have remap the tokens, which wasn't a big deal to me.

Unfortunately, I now go into my Advanced Outreach to remap them, and it doesn't let me save the mappings. I know that most aspects of the Advanced Outreach are locked down once you start it, but now I feel like I am stuck. I am guessing since the tokens are not mapped any future triggers of the outreach will fail. I figured I would see if anyone else has seen this before I contact support.

Is there any way around this?

    9 replies

    dan_wiegert
    dan_wiegert
    Gainsight Employee ⭐️⭐️
    Jul 20, 2017 5:32 PM UTC
    Hi Ben,
    So I hate to be the bearer of bad news, but currently Advanced Outreaches lack the ability for on the fly "pause, edit, continue" functionality. Once an AO is published, the published state is locked from changes and if you encounter issues, your only recourse is to pause it (which allows for restart, but still locks out changes) or a full stop - this will move all of the contacts in your powerlist to the end of the AO workflow and mark them as complete. Your only current option to update these email templates is to stop the outreach, configure a new one with your modified email templates and republish.

    This is a definite pain point within Advanced Outreach, and other users (customers and Gainsight employees alike) have recommended this inflexibility within AO to be addressed. Please keep in mind that AO is a new Gainsight feature, so issues like this are bound to make themselves known. As far as I know, a feature request to add "pause, edit, continue" into AO has been made, but I am unsure on where we stand on getting this solution into production.
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    Dan Wiegert - Gainsight DCS
    ben
    benAuthor
    Helper ⭐️⭐️⭐️
    Jul 20, 2017 7:12 PM UTC
    Thanks Dan. I would agree that this is a necessary improvement for the future of AO. Its a solution with amazing potential that I am certainly excited about. I am looking forward to seeing these type of enhancements.
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    -Ben
      jennifer_galvan
      jennifer_galvan
      Contributor ⭐️
      Dec 14, 2017 4:32 AM UTC
      Is there any update to this topic?
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      darkknight
      darkknight
      Expert ⭐️
      Dec 28, 2017 5:36 PM UTC
      I would like to know as well.
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      Jeff Kirkpatrick
      abhishek_sivaraman
      abhishek_sivaraman
      Helper ⭐️⭐️⭐️
      Dec 28, 2017 5:53 PM UTC
      Hi,

      Unfortunately, this is not yet possible. We intend to address this in the short term roadmap.

      Thanks
      Abhishek S
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        alex_legay
        alex_legay
        Helper ⭐️⭐️⭐️
        Mar 28, 2018 6:59 PM UTC
        Abhishek,

        Has this changed? I am not seeing this behavior anymore.

        I have an active AO and modified the email template and am seeing the updates in the email within the advanced outreach email.
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        darkknight
        darkknight
        Expert ⭐️
        Mar 28, 2018 7:56 PM UTC
        I was testing advanced out reach last month and I was able to edit the template on a live campaign also.
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        Jeff Kirkpatrick
        ben
        benAuthor
        Helper ⭐️⭐️⭐️
        Mar 28, 2018 9:05 PM UTC
        Were you guys modifying tokens as well? That was the nail in the coffin for me this past summer.
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        -Ben
        neil_james_reviewpro
        neil_james_reviewpro
        Helper ⭐️
        Oct 18, 2018 5:10 AM UTC
        If you updated token mapping, and select 'Republish Now', the changes are saved!!
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