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alex_legay
alex_legay
Helper ⭐️⭐️⭐️
May 6, 2019
New Idea

Programs - Designate participant fields to be updated if changed e.g. CSM

  • May 6, 2019
  • 26 replies
  • 359 views
Right now, when a participant field is synced it will not be updated once the program is active. For example, say a CSM changes between emails in a program where it is configured to send from a CSM, I can't think of any ways to make it so this change is reflected within this program. I am not sure how this would be built but it would be nice to designate some fields to be always up to date.

Seems calculated fields can be used as a token in the email but the From Name and From email address don't accept calculated fields.

      26 replies

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      anirbandutta
      anirbandutta
      Expert ⭐️
      June 23, 2022

      Hi there - just came across this which is incredibly helpful, but I learned something when trying to implement this myself:

       

      In a program, the Recipient Email Address field does not need to be an Email data type field to be mapped to Recipient Email Address. For example we occassionally have datasets where it is a String value that contains an email address, and I’m still able to map this String value to Recipient Email Address and send emails.


      However, if planning to use Calculated Fields for the To, Reply To, or From fields on the Send Email step, the field does need to be an Email data type field, and cannot be string. I am trying to use this Calculated Field method to dynamically change the recipient of the email, but I cannot accomplish this as my field containing the email address for the recipient is a String value.

       

      Can I add to this request to also allow for String values?

      looping @PavanCh on this convo

      It's an opportunity for engagement
        sarahmiracle
        sarahmiracle
        VIP ⭐️⭐️⭐️⭐️⭐️
        October 5, 2022

        Adding another comment here -- it’s also come to my attention that calculated fields cannot be used for CTA Owner assignments. What this means, is that while I can change my Email sender if the CSM changes, I cannot change who the CTA is assigned to. This is a disjointed JO program experience. If I can change my email sender to be the new CSM on the account, I should also be able to assign the CTA that is triggered from the program to the new CSM on the account.

        Customer Success Systems Admin @ Amplitude, 3x Gainsight CS Ops Product Council Member
          alizee
          alizee
          VIP ⭐️⭐️⭐️⭐️⭐️
          October 6, 2022

          Seconding Sarah on every comment, especially for programs in which we generate the sender details with a case statement when nobody is assigned to the account… 

          The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
            anirbandutta
            anirbandutta
            Expert ⭐️
            January 6, 2023

            @mpatra could you share an update?

            It's an opportunity for engagement
            manu_mittal
            Gainsight Employee ⭐️
            manu_mittal
            Gainsight Employee ⭐️
            February 15, 2023

            @sarahmiracle @alizee Thank you so much identifying and sharing these differences. We are discussing these internally, and are also working on more natively solving for these dynamic/fresh sender data situations. + @vmallya @mpatra  

              dayn.johnson
              dayn.johnson
              VIP ⭐️⭐️⭐️⭐️⭐️
              January 10, 2024

              I’d vote multiple times for this if I could.

              We’ve got a few programs running where we’ve got case expressions on the sender based on whether the client company is in or out of onboarding (determines whether the email is sent from the CSM or the onboarding manager).

              It’d be a huge timesaver if we didn’t have to use conditional logic to check stage, and then use two different email steps depending on which stage the company was in, but unfortunately, calculated fields don’t work for case expressions (and we have to use both participant fields and calculated fields for the sender/reply-to info instead to make sure that the email is sent from the correct rep).

              Otherwise we run the risk of sending an email on behalf of the onboarding manager instead of the CSM if the company’s stage has changed since the participant entered the program.

              Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
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