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My team uses email templates within playbooks that are fired by a couple of different CTAs. The "flexibility" of the system makes updating these templates nearly impossible to implement and update outstanding email tasks. Here is the current process of updating a typo in an email temaplte etc in the Gainsight:





1. Fix/ update the template.





2. Go to every playbook that uses that template and import changes.





3. Remap all tokens within that template (despite not changing anything relating to the tokens)





4. Delete all outstanding tasks (CTAs?) that used the previous version of the playbook(s)





5. Recreate all CTA's/ playbooks that were deleted but now have updated templates.





6. Manually progress accounts to the appropriate step within playbooks.





Please let me know if there is are any errors in my steps. From what I have seen, this cumbersome process is the only way to update outstanding emails without asking the user to manually update the template before every send. I suggest that Gainsight look at Marketo, Pardot, and other automation tools that use templates to solve this issue.



Hi Neil,





Thanks for you post!





I have some questions regarding your post. Could you please help me with the same.







  1. How do you want the tokens to behave? In case you are changing the tokens and it is already defined in the playbook then what value you are expecting?





  2. Similarly with the mappings of surveys and reports. If these values are changing in the template then what behaviour are you expecting in the assciated playbooks?



Thanks!



+1, I would also love to see more flexibility in end-users adding email templates to tasks. Right now, if a CSM wants to use an email CTA, the Admin needs to load it in for them or the CSM needs to create a custom CTA and map it to an existing playbook that includes the email template. This is pretty cumbersome and requires them to search for and know which playbook to send. Additionally, there is no way for them to add an email task to an existing playbook.





It would be ideal if the CSM, when creating a task, could choose and action a template from the template library without having to use an existing playbook/CTA.



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