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katerina_nemcova
katerina_nemcova
Helper ⭐️
May 27, 2020
Released

Email Assist - emailing multiple accounts

Related products:CS Email & Notifications, CS Group Send
  • May 27, 2020
  • 42 replies
  • 1359 views

Hello

 

Is there a way for our CSMs to use Email Assist to reach out to contacts across multiple accounts, without the need to create multiple CTAs - one per each account? For example - Linda looks after 25 low touch accounts and needs to follow up with the contacts from these accounts - the template is already created in Email Assist but currently she can email only one account at a time, rather than all her contacts. 

Any ideas other than using JO which we don’t want all CSMs to use? Our team just use their Outlook emails, and don’t even use the BCC to TL link as it requires a specific account to log the coms to, rather than logging it to multiple accounts. 

Thanks

Katerina 

      42 replies

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      LaurenHD
      Contributor ⭐️
      October 26, 2021

      @chethana +1 I work in my company’s Key Account Team where the ability to email key operations stakeholders and managers at each of the companies they manage is foundational to the way we work. It’s great to see the new feature to be able to add companies across Activities that we log directly in GS but given the amount of work that we do in Gmail, this will be where we see the real benefit. Without this we are unable to properly track emails and therefore calculate engagement scores at the company and head office level. 

      anirbandutta
      anirbandutta
      Expert ⭐️
      November 22, 2021

      @PavanCh , any updates we can share?

      It's an opportunity for engagement
      KristyGarrison
      KristyGarrison
      Contributor ⭐️⭐️
      January 5, 2022

      Hello All,
      We have released new capability from timeline which will now allow you to log activities to multiple accounts.

      After this, plan is to extend same capability to Gainsight assist, chrome plugin. Here you can send emails to multiple accounts, then log them to multiple accounts as activities.

       

      Good day!

      We are new to GS and desperately need this feature, can you share where this capability can be accessed from - or any other updates?  thank you!

      anirbandutta
      anirbandutta
      Expert ⭐️
      January 6, 2022

      @Sneha Naranje , @neelam_mukherjee anything we could point our Community members to on this thread?

      cc @PavanCh 

      It's an opportunity for engagement
      PavanCh
      Gainsight Employee ⭐️
      PavanCh
      Gainsight Employee ⭐️
      January 18, 2022

      Team,

      The august release (V6.27) added support for CSMs to associate a timeline activity to multiple records such as companies, relationships, CTAs or Cases. Release note v6.27 - Refer to section on “Associated Records in Timeline Activities”

      Here is the full guide on how this can be setup .

       

      CC @sriram pasupathi for details on extending the support to GS assist, plugins

        amandatelford
        Contributor ⭐️⭐️⭐️⭐️
        March 16, 2022

        Associating activities to multiple records has been amazing.  Now if we could do that through Gainsight Assist that would be even better.  That would allow us to log an email to both a parent and child account if the contact is listed in both as well as logging to multiple companies when there are emails to different customers sent at one time.

          anirbandutta
          anirbandutta
          Expert ⭐️
          March 17, 2022

          Associating activities to multiple records has been amazing.  Now if we could do that through Gainsight Assist that would be even better.  That would allow us to log an email to both a parent and child account if the contact is listed in both as well as logging to multiple companies when there are emails to different customers sent at one time.

          adding @sriram pasupathi to this convo

          It's an opportunity for engagement
          Yarleenr
          Yarleenr
          Contributor ⭐️
          June 21, 2023

          Could we get a status update on a direct solution?

          Yarleen Kourt
          anirbandutta
          anirbandutta
          Expert ⭐️
          June 22, 2023

          @ssamarth for an update here

          It's an opportunity for engagement
          bradybluhm
          bradybluhm
          Gainsight Employee ⭐️⭐️
          June 28, 2023

          I’m not certain this applies to Email Assist (Chrome/Outlook) but I do know that we have CSM access to Simple Journeys-like functionality on our roadmap. This will allow CSMs to use a template or draft an email within Gainsight itself and select the recipients from their customer list / personas and mass send communications out.  I have not seen details but know it is on mid/near-term roadmap.

          AI on my mind!
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