Email Assist - emailing multiple accounts

JO will probably be the best way to address this need.

With Email Assist, you can manually type in the email addresses for the recipients and have emails sent separately to each email. However, this would not allow for the email sent to associate to the Company record for the person nor would allow for dynamic tokens in the email template as manually typing in email addresses doesn’t lookup to any records not on the Company record from where the CTA was created from.

You would have to create a CTA on a separate Company record (a placeholder or dummy record) and then have to manually type in the email addresses you would want to send to. The email would log to the placeholder/dummy account.

Thanks John. JO is not a route we can take here unfortunately  - our CSMs find it easier to just use their Outlook for this very purpose, and to be frank, JO is beyond some of our CSMs capabilities. 

Are there any plans to allow sending emails to multiple C360s? This has also come up several times in the past during BCC to Timeline when some contacts may belong to multiple companies.

Interesting - I’ve never allowed CSM access to Journey Orchestrator and just set email automation for them either by making a query or uploading a CSV of contacts.

Not sure on the second question. There is a Gainsight Assist for Gmail currently and I assume there will be a similar function for Outlook at some point: https://support.gainsight.com/Gainsight_NXT/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_User_Guide

Hello @katerina_nemcova 

Are you referring just sending emails to multiple accounts here? Allowing loging thise emails to multiple accounts is there on roadmap i will keep you posted once its available.

Yes and great to hear!

Example:

Our CSMs are keeping in touch with their customers on weekly basis, for some of our customers we had to temporarily suspend some services due to COVID-19 so regular coms is critical. JO would not work for this because:

• the message is generic and in theory, it could be sent to multiple accounts via JO but each CSM wants to have a control over what goes out to when. Also some want to add their “personal touch” to the text e.g.  relate to their individual ways of working, or a note with contact me on the details below etc
• these messages can be going out weekly - we have 30+ CSMs so the workload for GS Admin to manage these individually via JO is not feasible
• We looked into allowing few selected CSMs (those managing 200+ low touch accounts) access to JO, train them on creating these custom communications but they found JO too complex, even with pre-set programmes and reverted back to Outlook 

I’m finding people are happy to use the Email Assist (or BCC to Timeline) for the odd email, and they all love the tracking capabilities of JO/Email Assist but are getting frustrated when they are unable to include multiple accounts or need to navigate to Draft to resolve Timeline bounces. If you could make this happen it would be a huge help for us.

Thanks

Katerina 

Hello @katerina_nemcova 

This is very helpful explanation. We need considerable amount of change to this support this functionality. I will keep you posted when it makes it our  roadmap.

@katerina_nemcova changed this to idea post for better tracking purposes. 

We have heard this same feedback from our team.  Journey Orchestrator programs/ data sets is not really what they should be working with- it’s too complex.  They’d like to be able to select multiple clients/ contacts and just send them the same email from cockpit or a similar area.  The workflow to have to create a CTA per client is cumbersome from an end user experience.

+1 to this idea. Loved it.

Just want to know how this works.

Like 1 to 1 or 1 to Many. Means 1 Contact - 1 Account or 1 Contact - Multiple/different Accounts

Thanks.

@katerina_nemcova @phani_kumar @mark_walseth  For this use case i would suggest to use Gainsight assist chrome plugin or outlook add-in, you can use it from your mail inbox. Gainsight assist is available for both NXT ans SFDC.