We would like to begin using Email Assist but are hesitant as the need to create the templates in JO adds clutter for our 1:many team and over-complicates the process for adding an email template to a CTA. When asking for folks opinions, here is some feedback we received:
- Ability to create the email template within the 'Playbook' creating process avoiding the need to create a template within JO and then going back to the CockPit to create the playbook
- Ability to pull the 'Contacts' directly from the CTA rule. This would simplify who is initially needed on the communication based on the trigger event.
- Allow CSM's to have a 'signature' in Gainsight that can be added to any email that is sent by them out of CockPit. This should be able to be controlled by the sender that has a Gainsight license as their title may not always be CSM (Customer Success Executive, Strategic Account Manager, etc.)
- Automatically BCC the sender of the email so that they have a copy of the email. Given that a full email integration is not currently a feature, being able to have a reference of your sent email in your inbox would be beneficial for additional reference.
All the above would start to make the use of email assist a very beneficial feature for our CSM's and help drive Gainsight adoption as a 'one stop shop' for both customer insights and engagement.
