Solved
Pre-fill To and CC fields with Email Assist / Email Template / CTA Email Task
Is there a way to pre-populate both Contacts and Users in the To and CC fields of an email when launched from a CTA's Email Task / using Email Assist?
Use Case:
We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on.
It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something.
For example:
The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer."
And the CC field would pre-populate with members of the Account Team in SFDC, which are User lookups, including the Sales Rep, Implementaiton Manager, etc. etc.
Additionally, we would like to include a filter by "Active" Contacts only, by whatever field we choose to determine that on our Contacts.
The CSM would then be able to remove anyone from those fields if they want to, a lot faster than they would be able to add people, and then send the email.
We have looked at Automated Outreach, but at this stage of our implementation of Gainsight, it is a bit TOO advanced for us, and we do not yet trust the system to know when outreach is appropriate or not, which email version to send, and to whom. We still require it to be a human decision, which is why we're using email tasks on CTAs.
Use Case:
We serve K-12 Education, both schools and districts, and we are typically targeting our communications to people filling particular roles such as Principal, Teacher, IT Contact, Buyer, and so on.
It would be a time-saver for our CSMs, when managing their CTAs, if when they click "Validate Email" that the email template appears with Contacts and Users pre-populated based on certain criteria that our admin would build into the template itself or something.
For example:
The To field would pre-populate with any Contact on the Account or its Parent Account (...because we have Schools that live under Districts in the Account Hierarchy and we might need both levels...) where the Position field value includes "Principal", "Administrator" or "Buyer."
And the CC field would pre-populate with members of the Account Team in SFDC, which are User lookups, including the Sales Rep, Implementaiton Manager, etc. etc.
Additionally, we would like to include a filter by "Active" Contacts only, by whatever field we choose to determine that on our Contacts.
The CSM would then be able to remove anyone from those fields if they want to, a lot faster than they would be able to add people, and then send the email.
We have looked at Automated Outreach, but at this stage of our implementation of Gainsight, it is a bit TOO advanced for us, and we do not yet trust the system to know when outreach is appropriate or not, which email version to send, and to whom. We still require it to be a human decision, which is why we're using email tasks on CTAs.
Best answer by seth
Hi Sarah,
I discovered recently that, when the Rule generates the CTA, if it links that CTA with a Contact, then that Contact will appear in the "To" field in Email Assist. However, I don't believe there's a way to get the additional recipients into the CC line.
That said, the Rule [i]could pump that info into a Comment on the CTA, so at least it's easily accessible for the CSM.
View originalI discovered recently that, when the Rule generates the CTA, if it links that CTA with a Contact, then that Contact will appear in the "To" field in Email Assist. However, I don't believe there's a way to get the additional recipients into the CC line.
That said, the Rule [i]could pump that info into a Comment on the CTA, so at least it's easily accessible for the CSM.
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.