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Johnk
Johnk
Helper ⭐️
Sep 11, 2024 4:20 PM UTC
Solved

Which User Roles for CC will trigger marketing emails from Gainsight?

Hey there!

We added some members of our CSM team to the Community with a primary role of Registered Users with a custom role for read-only access. 

After doing so they received a marketing email from Gainsight which caused concern that it was happening to our regular members as well.

Can someone let me know or link me to a doc that has info on which primary roles and/or custom would trigger marketing emails?

 

Kenneth R
Kenneth RAnswer
Expert ⭐️⭐️
Sep 16, 2024 12:44 PM UTC

Hi @Johnk - apologies for the delay here!  I’m quite confident that adding an account in your community (regardless of role) would never trigger a Marketing email from us.  So I very much expect the timing to have been coincidental in this case.  But I’m double-checking for you just to be absolutely sure.  

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4 replies

Kenneth R
Kenneth RAnswer
Expert ⭐️⭐️
Sep 16, 2024 12:44 PM UTC

Hi @Johnk - apologies for the delay here!  I’m quite confident that adding an account in your community (regardless of role) would never trigger a Marketing email from us.  So I very much expect the timing to have been coincidental in this case.  But I’m double-checking for you just to be absolutely sure.  

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    Johnk
    JohnkAuthor
    Helper ⭐️
    Sep 19, 2024 1:45 PM UTC

    Hey @Kenneth R, thank you! It was strange as we added a few CSMs at the same time and nobody else received it. The CSM swears they didn’t hit a subscribe button anywhere. Since we can’t replicate it, we are going to move forward granting access to more internal reps. Def threw us for a loop. 

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    Kenneth R
    Kenneth R
    Expert ⭐️⭐️
    Sep 19, 2024 5:45 PM UTC

    Hey @Johnk - yes great, and I actually just got the definitive answer from our Marketing team.  This email was sent using our contact lists in Hubspot and there is absolutely no way we would or could have sourced a contact from the Users in your CC instance.  It must have been a coincidence. :)

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      Johnk
      JohnkAuthor
      Helper ⭐️
      Sep 19, 2024 7:34 PM UTC

      @Kenneth R, roger that and thanks again! We were like how the heck did this happen? Greatly appreciate you investigating for us!

       

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