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lyoung
Contributor ⭐️⭐️⭐️⭐️
Jul 3, 2025 4:04 PM UTC
Solved

Automatic Email Campaigns - Custom Role

Hello,

We are using the API Import functionality to bring new users into our community. We want to send an automatic email to these users to let them know an account has been created for them. Gainsight doesn’t automatically do this (which I find odd) so we need to set up an Email Campaign.

 

I’ve followed the directions for the email campaign, added a custom role to the Import for “Imported User” and set the campaign to send to this user group - however its not sending. We’ve tried in sandbox and production.

 

Is there something about an import that’s preventing email campaigns from working?

revathimenon
revathimenonAnswer
Gainsight Community Lead
Jul 8, 2025 10:44 AM UTC

Hey there ​@lyoung 

I had a chat with the team & it looks like support is looking into this this issue as the ticket you raised.

To clarify the reason I’m hearing after checking internally - Looks like your import includes users who haven’t been active for the past 365 days and this is an important pre-requisite that the platform has to maintain to avoid sending mails to inactive accounts.

Where focus goes, energy flows.
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7 replies

mbuuck1
Helper ⭐️⭐️⭐️
Jul 3, 2025 8:45 PM UTC

Hi ​@lyoung, that does sound odd! Are you getting an error message or any sort of indication about where the campaign is getting blocked? Your setup does sound correct - we currently send several campaigns to audiences as defined by user segments in my own community without issue.  

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lyoungAuthor
Contributor ⭐️⭐️⭐️⭐️
Jul 7, 2025 1:16 PM UTC

No error message.

 

We use campaigns for other groups of users who manually create an account and they send fine so the only differentiator is the import. 

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mbuuck1
Helper ⭐️⭐️⭐️
Jul 7, 2025 3:59 PM UTC

​@lyoung I see! I’m sorry I’m not more help - I do agree that seems odd. Maybe ​@revathimenon can point us in the right direction?

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revathimenon
revathimenon
Gainsight Community Lead
Jul 8, 2025 8:03 AM UTC

That is a weird situation for sure.

​@lyoung - Does it just not show any movement on pressing send? Does it load back to the same page?

Just trying to understand what kind of action is happening when you click on send?

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Where focus goes, energy flows.
revathimenon
revathimenonAnswer
Gainsight Community Lead
Jul 8, 2025 10:44 AM UTC

Hey there ​@lyoung 

I had a chat with the team & it looks like support is looking into this this issue as the ticket you raised.

To clarify the reason I’m hearing after checking internally - Looks like your import includes users who haven’t been active for the past 365 days and this is an important pre-requisite that the platform has to maintain to avoid sending mails to inactive accounts.

Translate
Where focus goes, energy flows.
lyoungAuthor
Contributor ⭐️⭐️⭐️⭐️
Jul 8, 2025 11:26 AM UTC

​@revathimenon Ok I’ll wait to hear more from Support. Just trying to get this solved ASAP.

I’m not sure about the inactive users part. Are new users considered inactive? 

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revathimenon
revathimenon
Gainsight Community Lead
Jul 10, 2025 3:34 AM UTC

Not really - they shouldn’t be -  in a logical sense as long as new users have done some activity post logging in to the community.

 

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Where focus goes, energy flows.
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