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Trevor.Privratsky
Contributor ⭐️
September 8, 2025
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CC'ing Named CSMin Gainsight Program

  • September 8, 2025
  • 3 replies
  • 70 views

I am working on putting together a Gainsight program to send messages to a large group of customers. At my organization, a group of a few hundred of customers are assigned a dedicated CSM. I am hoping to find a way to pull in the email address of the named account rep when applicable and cc them in the email program. Is this possible in GS and if so how would I go about doing this?

    Best answer by heather_hansen

    ​@Trevor.Privratsky You’ll want to add the CSM Email into your query, data designer or csv, and then, you can either map them in the sender email field or create a new custom field to store that value.  Then, you’ll need to choose an operational email template in order to be able to CC.  A non-operational will only allow you to send someone a copy of the email.

    3 replies

    heather_hansen
    heather_hansenAnswer
    VIP ⭐️⭐️⭐️⭐️⭐️
    September 9, 2025

    ​@Trevor.Privratsky You’ll want to add the CSM Email into your query, data designer or csv, and then, you can either map them in the sender email field or create a new custom field to store that value.  Then, you’ll need to choose an operational email template in order to be able to CC.  A non-operational will only allow you to send someone a copy of the email.

      dayn.johnson
      dayn.johnson
      VIP ⭐️⭐️⭐️⭐️⭐️
      September 9, 2025

      ​@Trevor.Privratsky You’ll want to add the CSM Email into your query, data designer or csv, and then, you can either map them in the sender email field or create a new custom field to store that value.  Then, you’ll need to choose an operational email template in order to be able to CC.  A non-operational will only allow you to send someone a copy of the email.

      What ​@heather_hansen said!

      Additionally, would suggest pulling a report to check for possible null CSMs – if there are any, you’ll want to include a case expression in a transform step within your query/DD to make sure you’ve got a backup email address (much easier now that you can map a custom string to an email data type in dynamic JO).

      Null email addresses will cause the recipient with that null CC email to drop.

      Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
        manda.edmonds
        manda.edmonds
        Contributor ⭐️⭐️⭐️⭐️
        September 17, 2025

        Traditionally, I’ve always used the null CSMs to send to me as a nice review of what may require updating and created a branch of accounts with CSM versus without.

         

        Just thought I would share!

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