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logan_t
logan_t
Contributor ⭐️⭐️⭐️
September 11, 2018
Released

Tracking Email Responses in Journey Orchestrator

Related products:CS Journey Orchestrator
Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight!

Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great!

Any idea if this is possible? If so, is there an ETA on when something like this might be available?

Thanks for the time!

      29 replies

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      ana_g
      Helper ⭐️
      September 24, 2021

      In general more Outreach-like capabilities like this would be a game changer. Users experience tool-fatigue and while Gainsight isn’t trying to be the next Outreach, being able to cut down tools in our tech stack would make Gainsight more of an attractive choice for the long run. One-stop-shop vs best of breed...why not be both for what CS teams need?

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      Anastassia Goidina
        gunjanm
        gunjanm
        Expert ⭐️
        September 26, 2021

        In general more Outreach-like capabilities like this would be a game changer. Users experience tool-fatigue and while Gainsight isn’t trying to be the next Outreach, being able to cut down tools in our tech stack would make Gainsight more of an attractive choice for the long run. One-stop-shop vs best of breed...why not be both for what CS teams need?

        THIS. My team has considered giving CS Outreach but I have pushed away from that because the goal is to keep them in a single system. Giving them some JO-like functionality at their fingertips more similar to Outreach would be #gamechanging. 

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        Gunjan
          chethana
          Expert ⭐️
          October 1, 2021

          Hello Everyone,
          I agree this will be game changer.This needs us to build a different framework altogether. We are working towards it.

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            johnnyriv
            Contributor ⭐️⭐️⭐️⭐️⭐️
            April 29, 2022

            Is there any updates to this addition?

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            scott_496fa0
            Gainsight Employee ⭐️
            scott_496fa0
            Gainsight Employee ⭐️
            June 22, 2022

            Any updates on this enhancement request? I have several customers who would find this valuable

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            anirbandutta
            anirbandutta
            Expert ⭐️
            June 23, 2022

            @PavanCh if you could shed some light here?

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            It's an opportunity for engagement
            Baiano42
            Contributor ⭐️
            February 9, 2023

            Any updates on this enhancement? As stated above, this enhancement is a sorely needed piece of data my company needs for programs we intend to build. Thanks!

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              solla
              Contributor ⭐️
              February 14, 2023

              What are we waiting for?

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                alizee
                alizee
                VIP ⭐️⭐️⭐️⭐️⭐️
                February 16, 2023

                100% needed as a smart feature but I think for email chains this can be worked around using conditional waits and checking for timeline entries with the subject line of the email to drop people. However it only works for email chains, surveys can’t handle it since the conditional wait is very limited. 

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                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 ⭐️
                  February 20, 2023

                  @PavanCh, any updates we can share? 

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                  It's an opportunity for engagement
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