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I know that there is no easy way to collect data about the reason why user leaves from the group. Or is there?

Or is there any workarounds?

I am looking for some pop up -solution, what activates when user press “Leave group”.

Or maybe we can send email to user and ask why did you leave from the group? Before that we have to know who have left and I think we dont have that data?

There’s a webhook you could use to automate follow up: group.MemberLeft (US region link).

I don’t think there’s any pop up option you could do (and definitely not before they press leave), but you could automate email follow up in a few ways: 

  1. Email follow up directly triggered by the webhook
  2. Email follow up via Gainsight CC email segments
    1. Webhook automation triggers custom role
    2. Custom role qualifies them for user segment that gets sent an automated Email Campaign 

There’s a webhook you could use to automate follow up: group.MemberLeft (US region link).

Thanks @DannyPancratz. I am not familiar with webhooks but I have to study this a bit. Maybe we are going to use it, we´ll see.

And, if there is any other solutions, please tell 😊

If you use Zapier or another automation tool, Webhooks are like additional triggers you can use. Whenever that event happens, it sends the data to the URL(s) subscribed. 

In this case, the data you get is:

  • memberId (userId)
  • groupId
  • groupTitle 

Subscribing the webhook is a little tricky, but easy enough once you get the hang of it. You can use postman or another tool to make the API call that subscribes your automation to the webhook. I had to have my more technical colleagues teach me, but now I have a template in Postman that makes this easy to do each time I use it. 

My hunch is there aren’t going to be any other solutions native within the CC platform. Gainsight’s view is likely “we have a webhook for that to use for any related use cases.”

 

Thanks @DannyPancratz. Again. You are pro.

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