Would like to be able to send a survey from Cockpit/new "Email Assist" Playbook task

Thanks Elaine.  I totally agree!  This will be a big win.  Definitely something we are working toward.  To set expectations, I can't guarantee that we will get this in the next quarter or two as there are many things we need to get done that impact the same resources but it is firmly in our roadmap.  And we will try to move as fast as we can!

Another good use case for this is for onboarding complete satisfaction surveys.  Project Manager would manually send after the project completion call.

I'm trying to piece together a workaround to make this work right now 🙂 I alllmost have it, but could use a hand on the last piece!

Use Case: End-of-onboarding survey; customer is transitioning to Adoption. Can't automatically pull a list of contacts from anywhere, using CoPilot, since the set of individuals who were most involved in the onboarding process is different from the primary stakeholders, different from the purchasing decision-makers, etc. And, I don't want to set up a whole set of Account Contact Roles specifically for this one survey, and then design & enforce a process to make sure that they're filled out before a customer is moved out of Onboarding. It's far easier to use Email Assist for the a CSM to send the survey to whoever they choose manually.

Current Setup:

1. Survey is created.
2. Email Template is created. Includes the survey URL, where the Survey ID is hard-coded into the URL, and the Contact ID is a Token.
3. Playbook is created. Includes 4 identical 'Email' Tasks. I can't use just one Task, because the "Contact ID" Email Token is populated based on the email's "To" person; it's not dynamically changed for each of the emails sent to CC'd recipients. So, the CSM will need to do a separate Email Task for each recipient, putting each one in the "To" field. For better or worse, this means that a customer doesn't know who else at their company received this survey.
4. A Rule reads from Account History, looking for records where a customer has changed from Onboarding to Adoption in the previous day. If so, it creates CTA with that Playbook.
5. The email looks beautiful and the link works.

EXCEPT:
When I click the link, I get an "Invalid Participant" message, because no participants have been loaded into the survey. Potential solutions I've thought of:

• Make the survey "Allow Anonymous Submission". But then I can't track the actual respondent, I can only track either the Account or nothing at all. I could add a "Please tell us your name" question to the survey, but that feels wonky and unnecessary.
• Use a Rule with a 'Load to SFDC' Action to load all customer Contacts, for new customers going forward, as participants in this survey. But I'm wary of playing too aggressively in the Survey schema, because it's so complex.
• Build the survey in SurveyMonkey, capture the Contact ID as a custom variable via a URL parameter, and, for now, forego having the Survey data available in Gainsight. (I could probably load the survey responses manually with DataLoader, but, again, I'm afraid of trying to figure out what kinds of data the schema 'needs'.)

Is there a different, better solution to allow individuals of a CSM's choosing to take a survey, and to capture who they are? Would greatly appreciate any ideas!

Pretty awesome effort here, Seth!   Copilot uses special APIs to make things work with the survey module and that is what we have not yet integrated with Email Assist.  I am not aware of any workarounds.  If there is a way my hunch (not official here, just brainstorming) is that it would be more promising to try to create a traditional survey with folks you want to include and then write the survey participant ID back to contact somehow which you then use in token replacement. 

We are looking for this as well. The idea is that sending the survey would be the last step in the Onboarding Success Plan. It would be an email in the Email from CTA option.

This is actually pretty frustrating. I should have checked here first I guess. We just went through a process of creating a post-onboarding survey and a post-EBR survey with the idea that CSMs would send from a CTA email task. Just realized we cannot do that. Now we are trying to figure out a workaround. One work around is to give them all access to co-pilot, which isn't ideal. Another option is for the CSM to assign a CTA to me/other admins who then go through the process of sending through co-pilot, also not ideal. Anyone have other ideas? 

Hi Jason,
We have our post-onboarding survey built in SurveyMonkey for now, unfortunately, and use the 'custom data' URL query string to record the Contact ID with the survey. In Email Assist, I insert the Contact ID into the link to the SurveyMonkey survey.

Thanks Seth. So you don't have any CTAs auto-created based on survey results, correct? Do you put an NPS question in this survey? Do you somehow add results into Gainsight at all or just keep it separate in Survey Monkey for now?

Question Jason - is the primary reason to use Email assist (vs scheduled) due to 1) allowing CSMs to personalize the email content or 2) control whether/when it is sent or 3) something else?
We did introduce in this last release the ability to trigger the survey process in Advanced Outreach based on an event (docs contains an example using the Events framework with cases) to give more options on 2.

Thanks Denise. Controlling whether/when to send is probably more important, though we also want CSMs to be able to customize as well. I'll check out the material on Advanced Outreach though as I haven't reviewed it.