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

Forum|Forum|9 years ago
October 5, 2016
31 replies
563 views

I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook on the CTA in their Cockpit. These are specific situations where an automated survey is not appropriate. Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right as well as customize the email as appropriate.

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nitisha_rathi

Expert ⭐️⭐️

Sending surveys and reports from email assist will be available in summer (Aug) release.

Thanks,
Nitisha

ben

Helper ⭐️⭐️⭐️

That is great!

-Ben

jason_janicki

Helper ⭐️

Yes! Thanks!

seth

Expert ⭐️

Looping back to your question for me, Jason:
For this particular survey, we don't include an NPS question, and we don't load the results into Gainsight, so we don't trigger any CTAs/Copilot/Health Scores. Those are all substantial limitations, but one our Implementation Manager is willing to live with for now, since the volume of survey results is small enough that she can easily follow up personally when need be.

AI Transformation @ Gainsight

mat_horsman

Contributor ⭐️⭐️

Just ran into this exact same problem. We'd love to add our name to this request.

jam

Contributor ⭐️⭐️⭐️⭐️

Quick Question on this - With the upcoming release (Sept 2) will survey responses sent via email assist be tied to the Account? Not sure that including just a generic link in an email template will tie back to the account that the survey it should be associated with.

alex_legay

Helper ⭐️⭐️⭐️

Jill,

While I am not 100% on this, I don't believe you will be able to use a generic survey link. I assume the link will be generated based on the contact you are sending the email assist email to, kind of like how it is done in CoPilot. That way we have a contact/account id to log the response.

karl_rumelhart

Expert ⭐️

This is correct. Every link is unique to the Contact. [This is why integrating Survey into Email Assist is not a small thing....have to intertwine the Survey link generation with the Email Assist flows.]

jam

Contributor ⭐️⭐️⭐️⭐️

Got it - thank you guys!