Email Assist: Additional Functionality

Forum|Forum|9 years ago
October 25, 2016
22 replies
291 views

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.

Released

tzundelgainsightcom

Helper ⭐️⭐️

GREAT input, all of it!!

phil_kowalski

Contributor ⭐️⭐️⭐️

I agree with Samantha - all of that would be great functionality to have!

The other thing my team would want is for the content of the email to sync to the Activity History in Salesforce for the account, which it doesn't look like is currently possible. This would be especially important if reps are changing the text of the email, which would be one of the main reasons I'd want to use email assist vs. just auto-sending emails on their behalf.

manu_mittal

Gainsight Employee ⭐️

Hi Phil,

Email Assist Tasks sync to Salesforce Activities the same way simple Tasks do. You just need to ensure that (1) Task mapping is correctly configured under Admin --> Tasks, and (2) the Task is either manually (blue sync icon) or automatically set to sync to Salesforce. If the content of the email was changed before sending it out, you should see the updated body under Task Comments.

Thanks,
Manu

samantha_braastadAuthor

Contributor ⭐️⭐️⭐️⭐️⭐️

I agree that these should sync to Salesforce but would like to see setting that would allow you to update the fields and they type of activity record based on the fact that this is an email.

manu_mittal

Gainsight Employee ⭐️

Agree, this is a gap.

leslie_diephuis

Contributor ⭐️⭐️⭐️

Agreed on these functionality requests especially the time savers - Create email template in Playbook, Allow CSMs to have a signature and automatic BCC.
I would also like to be able to send the email From a distribution list email address instead of the Owner's email address.

nadav_shemtov

Contributor ⭐️⭐️⭐️⭐️⭐️

Following up on this thread, and specifically two requests:

Automatically BCCing sender so sender can then follow up on email if no response is recieved
Changing the "From" email of an Email assist.

Are these planned anytime soon?

kathleen_gerhart

Contributor ⭐️⭐️

We are rolling out email assist to our CSMs and have a request for additional functionality, the ability to resend an email. In our use case CSMs will be attaching a deck in a follow up email and it seems likely that this step could be forgotten and the email accidentally sent without the attachment. I don't see a mechanism that allows for a resend. Any recommendations? My thought is to add an unmapped field that reads "Send PGL Deck" as that will at least require the CSM to delete the field before sending the email or the error message will appear. Thank you~