Hello, I’m writing regarding a targeting functionality from the old email journey orchestrator tool which is now missing in the new email JO tool.
This functionality is critical to the way my organization communicates with customers, and without it we are unable to effectively use the new email JO. I’m hoping this post can help get this feature re-created.
In the old email JO, we have the option to use the “Includes” logic operator to email customers in batches. In our case, we would use this to target groups of Company IDs.
These groups of Company IDs were pasted into each “includes” logic step as comma separated values. For example “100, 101, 102, 103” etc… We copy and paste these Company IDs from a spreadsheet into Gainsight.
Doing this allows us to successfully target customer companies, and allows us to add on any granular user-level filtering as needed. Great!
However, with the new email JO, the “Includes” logic operator is replaced with the “In” logic operator.
When we repeat the above process of pasting in comma-separated values, Gainsight does not seem to register the commas. Instead, it registers “100, 101, 102, 103” as one ENTIRE Company ID. As a result, it is unable to generate participants for the email journey.
We have tried multiple solutions (experimenting with other logic operators, removing the commas, adding line breaks to the spreadsheet, etc), but it seems there is no way to separate groups of Company IDs when pasting them from a spreadsheet.
The only solution is to individually enter the values of each Company ID on a one-by-one basis — but this is not a viable solution as we are often targeting 50+ companies at one time. That process would be very time consuming and prone to mistakes.
We confirmed the issue (and lack of a solution) with a Support rep who asked us to raise the request to restore this functionality here in the community forum.
Any update would be appreciated as we cannot use the New Email JO until this is resolved. Thank you!
