Solved

The customers I work with each have a unique URL to login to use our product. I tried to use a tag/mapped token that would essentially pull the part specific to the customer from SFDC to fill in to the url; example: https://mappedtoken.standard.com, where "standard.com" would be consistent for all urls and "mappedtoken" pulls from SFDC. The token maps correctly, and the url does come through, however, the link is not clickable as it breaks at "standard.com"; resulting in a customer having to copy/paste the url.  Just curious, has anyone used a similar workflow, and been able to make this work?  Thanks! Denim 

We cloned an existing, working email template in CoPilot for a special project. The template itself contains a numerical value, which is the number of days until the customers renewal is due. Up to this point, it has always come across to the customer as a whole number (i.e. "40"). BUT, following the new template we made yesterday, it was sent as "40.00000". This was not present in the preview before initiating the outreach. Anyone else seeing this behavior with new email templates? On a side note, we did get a fun reply for the customer: ""40.00000​ days." That is very all-the-way-to-the-fifth-decimal-place specific!" 

Hi - We have had some problems with our internals emails getting blacklisted - we're still investing. Is it possible to search the blacklisted email accounts by domain name? It seems that I need to enter an individual email, which is very time consuming in our current need.  This has also come up where we want to confirm that contacts from a specific client have not been blacklisted. Thanks, Elizabeth Adams

I've gone through all the steps to set up multi lingual surveys, but it seems that I can't edit my existing survey questions to add additional languages. When I click the language button it doesn't seem to do anything. When creating a new survey it works as expected though. Am I going to have to abandon my old survey to make a new one that is multi lingual?

The issue that brings up this question is, I am speaking with a customer that has multiple thousand people in every account so they don't want all of those to show up individually. The would like to see a cumulative score in that account instead of seeing 2000-3000 responses. Beside a report could there ever be an option to show cumulative score on the NPS tab?

Hello! Curious if there is a way within CoPilot to narrow down our Power List based on previously sent outreaches. When building a Power List, within the "Which meets the additional criteria from Contacts" section, we would like to be able to select an option to designate whether a contact has received a specific previously sent message (which, currently, all outreaches are stored within the 'Activity History' section on their respective Salesforce page -- please see example below). For example, we would like to be able to say the following: Activity equals Welcome to SPS Commerce! ('Welcome to SPS Commerce' being the subject line of the outreach) Let me know if this makes sense or if I can help clarify any of the above! Thank you, Melissa

I'm trying to create a report to go on the CSMs dashboard about open CTAs of a specific type. However when I went to create the report I realized there is no "owner id" field on the CTA dataspace. Instead, it's just a string for the "Assignee" but I can't use that to filter by Current User to make it work on a CSM page. Does anyone have a work around for this?

When I test an outreach, the text produced from the "First Name" token is bigger than the text in the rest of template.  I can't find a way to change the font/size of the token text.  

Hi, I am new to the product, orientating myself, and looking for an online description of the Insided API. Does anyone have a link for me? Thanks, Bas.

Has anybody done Gainsight integration with Language Translation Products such as Lion Bridge? I'm specifically looking at options of performing Translations on Surveys using Translation Platforms such as Lion bridge.

I am trying to create a chart for the Dashboard via the Report Builder (but if there is another way, I am open to that as well) that uses the MDA data for "Email Logs" to show the amount of Emails "Opened" vs "Unopened". Is this possible? Currently, we have a report set up to Show Me: "Sum of Sent", "Sum of Click Count", and "Sum of Opened".  The issue with this report is that it basically double counts the emails that were sent and opened and makes the total amount of email logs (Sent, Clicked, and Opened) appear greater than actual. Rather than have the Sent, I think it would show more value to compare Opened vs Unopened. Especially using the 'stacked column' chart option. 

I found the below description about how internal survey submission works, but would be great to get more clarity, please? We're trying to figure out if we can use this as an internal survey tool (that is completed on behalf of customers)  My questions:  Who needs access to the survey? Can someone without Gainsight access take the internal survey on behalf of someone?  Is the survey still sent to a customer? Can it be sent to someone other than the Contact ID it's associated with?  What I found:  ****** Allow Internal Submission Check this box if you would like to be able to manually enter responses on behalf of survey recipients. This might be used if you had a low response and decide to do a phone campaign to ask the same questions. When enabled, the internal submission option appears on the Surveys > Distribute page, in the Actions column. (this feature is not available if you distribute via CoPilot)

I'm in the process of scheduling multiple outreaches to coincide with various events we present each month and I've discovered a few unnecessary time sucks as a result of the tool set up that might be prevented. Upon hitting save, the screen always reverts back to the current month. This might not seem like a big deal, but it takes 11-13 seconds to move forward to each month. Since I'm scheduling the outreaches for 12 months, this process takes a long time. It would be more efficient for the screen to remain on the month I'm currently scheduling for. Even though I selected to view "Related Schedules" only in the calendar, the screen always reverts back to showing "all schedules" each time I save a scheduled outreach. Yet, the filter still shows that I selected "Related Schedules." When using my mouse to roll over outreach names in the calendar view, the full name doesn't pop up. I have to click into that outreach name in order to know which one it is, which moves me out of

We are currently receiving some of our data on a weekly basis that is summarized due to the size/amount of data that would be included if we received it on a daily basis. However, there would be a lot of benefit to having it on a daily basis as we would be able to more proactively engage with our customers. Is there a volume restriction on what can be loaded into the MDA? 

When sending emails through email assist, are you still able to track template open/click rates like you can through CoPilot, or is this tracking only available through CoPilot outreaches?

When you move the status of the Success Plan to Closed, it appears that the links to view the task in SFDC no longer work. With account transitions, it would be great for the new CSM to easily click to get to the additional details of a task that was synced to SF on a closed plan.

In the COPILOT FAQS & TROUBLESHOOTING document, it states: "Integration with Eloqua is on our long term roadmap." Is there any ballpark idea of when and what the scope of such an integration will entail?

I wanted an email to go out to the entire company when a customer moves to Red zone. We have a group email id to which the email can go to. Is there a way to do this from rules?  The send email action doesn't seem to give me an option to do this, and neither does the co-pilot. 

Background: I currently have a series of outreaches that are sent to our internal sales reps when a Severity 1 and 2 (the highest and second highest) support case is opened for one of the accounts that they are listed as the "account owner"  Their managers also get one because we have an "account owner manager email" field I can reference. These are specific to only our inside sales group and only North America. Specifically this email references the Case object and includes all of the pertinent case information as well as links to the account, case, customer email, internal case owner email, etc. The outreach is scheduled to run at the end of the day for any cases that were created that day and haven't been closed. With this being successful, I have been asked to create a similar outreach email for 5 of our Senior VPs whenever a Severity 1 ticket is opened, except this time globally. The challenge I have is that none of these VPs are an account owner for any accounts, and the

Has anyone had any luck with setting up custom templates for advanced outreach? I love the concept of the feature but do not want it solely linked to a survey. Is it possible to have the advanced outreach progress based on data triggers in Gainsight or is there an existing workaround? Ideally, we would like to set this process up using Advanced Outreach. (See attached) https://www.lucidchart.com/invitations/accept/24997b4e-0a77-4e2a-bc87-5f5813234d5d Currently, our beginner training modules are linked to one quiz (https://affinio.typeform.com/to/wdDqKs). We realise this isn't ideal for our customers as they typically do not want to sit down and do all the training modules at once. We would like to break out the modules into separate quizzes - which we would then use Advanced Outreach to deliver the modules in sequential order. ex:  Customer X finishes module 1 Data is captured in type form and sent over to salesforce via zapier Wh

We are setting up our first Advanced Outreach (yay!) and I have a question on how the repeat loop works. It gives me an option to put in a numerical value for number of times the follow-up email is sent. I would like this to send only once. After another X day wait period, it would end the outreach for that contact. Would I put in "0" or "1" to accomplish this? Screenshot attached. Thanks!

What are some best practices around expiring NPS scores from years past in order to keep relevancy (ie.when to remove old scores )?

Is it possible to have a 'sent' Copilot email automatically update the Status of a CTA (with a particular Reason)?  This is true automated Copilot email -- not an Email Assist situation.   Example use case:   -  A lifecycle CTA for lower touch customer fires for the next Business Review (ReasBusiness Review).  It's due in 6 months, does not have Playbook at this time, & stays in a Status of 'open' (so that you can always see the next milestone in the journey).   - We'd like to send an automated Copilot email to the customer for scheduling & have the sending of that email automatically change the status of the CTA to 'outreach sent' as an example.  So that the CSM who is managing a large volume of accounts is spending the least amount of time possible with the initial outreach activity to schedule the call, but rather is focused on the Business Reviews themselves.   -We would prefer not to use an Email Assist to avoid the CSM having to h

I need to enlarge a report within an email that I am sending through copilot. The text currently stretches across the entire email while the report only takes up about half the email width. I have zero experience in HTML, but I believe that is where I can make the necessary change. Can someone help me identify which element on which line I need to edit? or even just point me to a good HTML learning resource? I believe this is the section of code I'll be looking in:   <div style="box-sizing: border-box; padding-top: 0px; padding-bottom: 0px; margin: 0px;">    </div>     <img alt="" width="580" src="cid:905a5f60-f92c-4b16-a6fd-0cd1c477dcd2" style="border: 0px; box-sizing: border-box; vertical-align: middle;">     <div style="box-sizing: border-box; padding-top: 0px; padding-bottom: 0px; margin: 0px;">     </div>   </div>   <div style="box-sizing: border-box; padding-top: 0px; padding-bottom

We have Woopra tracking usage data, and are looking for the best way to pull that data into Gainsight for usage & reporting. Woopra has a webhook feature that allows us to run an HTTP POST anytime a user performs a specific action on our platform. https://www.woopra.com/docs/manual/creating-triggers/#Option_3_Webhook_Configuration My question is, what would be the best way to get this data into Gainsight? Should we use webhooks to post to our S3? Should I post to our Matrix Data?