Customer Success: Gmail + Mail Merge +Gainsight -- New to this

Hello ​@mcubbage,

Thanks for reaching out. To efficiently log emails sent from Gmail without having admin permissions to create campaigns in Journey Orchestrator, you can use the Gainsight Assist Chrome plug-in. This plug-in allows you to compose and send emails from Gmail using Gainsight templates and sync them directly to the Timeline.

Here are the steps to achieve this:

1. Install Gainsight Assist Chrome Plug-in: Install the Gainsight Assist Chrome plug-in from the Chrome Web Store and refresh your Gmail account to view the Gainsight logo and sidebar.

2. Compose and Send Emails: Use the plug-in to compose emails using Gainsight templates. When composing an email, you can access the email templates your admin has created in Gainsight directly from Gmail.

3. Log Emails to Timeline: Ensure that the "Log to Timeline" checkbox is selected when sending out the email. This will automatically sync the email to the Timeline, capturing the communication as an activity on the customer's timeline.

4. Log Older Emails: If you need to log older emails, you can also use the plug-in to sync these emails to the Timeline from your Gmail account.

By using the Gainsight Assist Chrome plug-in, you can avoid the need to manually log each email, thus saving time and ensuring that all important communications are captured efficiently.

Thanks,

Mudita Singh

Thank you ​@Mdsingh - I have the Gainsight Assist plugin downloaded. However, if you were to bulk email via mail merge, is there a way to have it auto log onto the timeline?

​@mcubbage Using Gainsight Assist template you can achieve the same. 

​@Mdsingh Is there an article or video that walks one through achieving that result? 

I think that a template solves for one part of the problem (format + tokenizing attributes), but IIRC the email merge uses the addresses in the TO line, and Gainsight Assist can log the activity into just one Company/Relationship and resolve tokens (if using any) for just one recipient at a time.

How does your team handle these bulk communications ​@mcubbage?  Are you the sole Customer Success Manager sending these, or does each CSM choose their customer list for the XYZ email? Depending on your process, it might be beneficial to discuss operationalizing it with your Admin/CS Ops team.

Here’s a solution, though a long-ish manual process awaits, ​@mcubbage .

If your Gainsight Assist plug-in is installed, you can visit your Gmail > Sent folder, and click the blue Gainsight logo within each Sent message. This will invoke the process of adding each Sent message to the Gainsight CS Timeline.

Unfortunately, this action must be performed on each sent message individually, and only after it has been sent. There’s no bulk method to sync these messages from your Sent log, nor any way to sync them at the time of sending because of the design of the Mail Merge (props to ​@romihache for that explanation).

However, all is not lost. Gainsight is developing a Group Send functionality, which will support CSMs who want to message logically-identified cohorts of Contacts (or People, in Gainsight vocabulary) from within the Gainsight CS UI. It will have characteristics of Mail Merge, but from within Gainsight CS, with the ability to dynamically target users based on their contact and/or company data.

I don’t know exactly when this functionality will be released, but this may address some of your needs.

Thanks ​@matthew_lind! I was picking my brain, trying to remember the name of the functionality to check if that could help (recalled the “group” piece), but couldn’t find anything here or gainsightGo. Was it announced during the roadmap or a council session? Anyway, thanks! Now I can scratch my brain itch 😅