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logan_t
Contributor ⭐️⭐️⭐️
September 11, 2018
Released

Tracking Email Responses in Journey Orchestrator

Related products:CS Journey Orchestrator
  • September 11, 2018
  • 29 replies
  • 780 views
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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      jessicatang
      jessicatang
      Contributor ⭐️⭐️⭐️⭐️
      May 2, 2023

      Here to upvote this idea and see if there is an update? 

        bmayden
        bmayden
        Contributor ⭐️⭐️⭐️⭐️
        June 8, 2023

        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. 

        EXACTLY this!!! 100%. Shoot, if we could get a calendar link too, that’d be an insane gamechanger. But the biggest thing we need right this minute is being able to pull someone out of a journey if they responded to an email. 

          heather_hansen
          heather_hansen
          VIP ⭐️⭐️⭐️⭐️⭐️
          September 28, 2023

          Agree with everything that’s been said here. Would be great to not have to tell people that need to ping me if someone responds so that I can manually remove them from the program. 

            dayn.johnson
            dayn.johnson
            VIP ⭐️⭐️⭐️⭐️⭐️
            September 28, 2023

            EXACTLY this!!! 100%. Shoot, if we could get a calendar link too, that’d be an insane gamechanger. But the biggest thing we need right this minute is being able to pull someone out of a journey if they responded to an email. 

             

            👆THIS 💯!

             

            The Email Opened step is not reliable for us, whether because the recipient’s email security scanners “open” the message and count it as opened, or because we just don’t receive that data (clients who can only receive plain text, defanged emails). Being able to see whether someone responded and have that available for conditional logic would be a GAMECHANGER.

            Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
              rquaiyoom
              Contributor ⭐️⭐️
              November 6, 2023

              huge need for this! 

                vmallya
                Gainsight Employee ⭐️
                vmallya
                Gainsight Employee ⭐️
                April 27, 2026
                New Idea→Development
                Vijay | PM | JO | Gainsight
                vmallya
                Gainsight Employee ⭐️
                vmallya
                Gainsight Employee ⭐️
                April 27, 2026
                The following idea has been merged into this idea:

                All the votes have been transferred into this idea.
                Vijay | PM | JO | Gainsight
                  vmallya
                  Gainsight Employee ⭐️
                  vmallya
                  Gainsight Employee ⭐️
                  July 30, 2026
                  Updated idea statusDevelopment→Released
                  Vijay | PM | JO | Gainsight
                  vmallya
                  Gainsight Employee ⭐️
                  vmallya
                  Gainsight Employee ⭐️
                  July 30, 2026

                  Released as part of July 2026. 
                   

                  Note

                  Vijay | PM | JO | Gainsight
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