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nora_soza
nora_soza
Helper ⭐️
September 14, 2017
New Idea

Follow Up: The ability to change the "FROM" email address when using the email assist feature

  • September 14, 2017
  • 48 replies
  • 704 views

Follow up to this idea: =18948887#reply_18948887]https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-u...



Looking for the ability to customize specifically the "from email" and "from name" in the email assist tool for our pooled account management program not just the send domain. We can control this in gmail using the from dropdown (see screenshot) and in JO via the standard form:



 

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Use-case 1 -- Advisors (scaled CSMs) have consultation with a customer. They create a CTA and apply the post-consultation playbook which includes an email with a post-consultation materials. Using the above advisor as an example - the email should come from Sumat Lam "cateam@box.com". That way if the customer responds to the email, it is pushed back into the ticketing pool.



Use-case 2 (per Lane H.) -- Coverage while a CSM is OOO (maternity / paternity leave)



I do agree --- exposing this to everyone can be risky. Controls would need to be put in place to validate senders to specific email addresses.



Ideas around access: 

Designate a set of 'approved list of send from email addresses'. A CSM wouldn't be able to put anyone's email address in, but could choose from a list of available options. That way an email address could be exposed for a certain time -- like maternity/paternity leave, but then removed once the mom/dad returns. 



Permissions to 'approved send from lists' could be controlled by User, Role, and/or Profile.



I think a combination of the above would be perfect to protect against risk.

 

 

 

    48 replies

    lane_h
    lane_h
    Helper ⭐️
    September 14, 2017
    We have a need for this as well. I would want this feature limited to our Senior CSMs as well as Admins.
    Director of CX and Scale Programs
    nitisha_rathi
    nitisha_rathi
    Expert ⭐️⭐️
    September 22, 2017
    Hi,

    This is in our roadmap but the ETA is not decided yet. I will post the update once we decide the ETA.

    Thanks,
    Nitisha
      lorena_vargas
      lorena_vargas
      Contributor ⭐️
      October 5, 2017
      We have a need for this too. My CSMs work in a team environment, where they work in a shared inbox. Using their personal email addresses will just confuse the customer. Hope to see this feature rolled out in the near future!
        phil_kowalski
        phil_kowalski
        Contributor ⭐️⭐️⭐️
        November 6, 2017
        Our tech-touch team would love this feature. Each rep has their own book of customers, but customers reach out to a general, team oriented, email account
          phil_hart
          phil_hart
          Contributor ⭐️⭐️⭐️
          February 15, 2018
          Upvote from us; we have recently adopted a CSM-team based approach for our lower touch customers. If we send from Gmail, we can choose "success@" but this is not available in Cockpit.

          I'd be interested to know what Gainsight CSMs do as they have csm@gainsight.com themselves?
            seth
            seth
            Expert ⭐️
            April 30, 2018
            +1

            We want to be able to have CSMs send Email Assists from our "accounting@" email address, for the "your auto-renewal is coming up" notification, so it can feel as automated as it is. However, we want the reply-to to go to the individual CSM.
            AI Transformation @ Gainsight
              ben
              ben
              Helper ⭐️⭐️⭐️
              May 2, 2018
              We literally did the same thing. It is so nice. It is also much more trackable in terms of "what is your day-to-day" workload. This is great for our manager of CS to know who is getting hammered and who has capacity.

              If we could email out from success@, we could have CTA interactions funnel to that same system.
              -Ben
              seth
              seth
              Expert ⭐️
              May 2, 2018

              Phil, we used to have a CSM-team based approach. I created a Salesforce User (we had extra licenses lying around), with its email address being csm@, and made it the CSM for all of those Accounts. It was useful for JO and Surveys, just not Email Assist.

              AI Transformation @ Gainsight
                amy_perrin
                amy_perrin
                Contributor ⭐️⭐️⭐️
                May 23, 2018
                This is very important to achieving an efficient workflow for our team and would largely increase the use of Gainsight beyond our more standard CoPilot outreach.  
                tom_gerth
                tom_gerth
                Gainsight Employee ⭐️⭐️
                June 15, 2018
                +1 for this!  This would help customers more efficiently manage email assist tasks!
                Enterprise Support Manager, Gainsight
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