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We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc.  Is this possible? (and if so, how!) Thanks!

Hi, I'm asking this on behalf of a customer who wants to understand a little bit more clearly how CoPilot manages contacts who have previously unsubscribed. Is the check for an unsubscribe done before or after the power list results are generated? In other words, if a contact has previously unsubscribed, but they otherwise meet the criteria of the powerlist, will they A) show up in the power list results, but not receive the email or 😎 not show up in the power list results at all? Thanks!

Looking to have the Copilot Analytics for two of our current surveys added to the Dashboard view for our onboarding team. Is it possible to add the existing Analytics (open, bounce, click rate etc) to that tab without having to rebuild an entire report? 

I plan to send out a monthly Usage Report to a part of the accounts in the company, but for all bar charts, for example top 10 users, even if I rank them in the report, in the actual email the ranking is not taken into account. It's pretty difficult to see in a glance the ranking, especially when the difference between the bars is really insignificant. 

Hi, I have a special use case that I wanted to get some product feedback on to see if there is a recommended way to accomplish this. One of my customers would like to send an NPS survey to their customers, but some of their customers have asked that the survey invitation NOT come directly from the vendor, but rather that the decision maker/executive receive the invitation and then the executive will forward the survey link to his/her team. So in order to accomplish this it seems that multiple responses would need to be allowed for a given survey link. I was a little bit unclear if the "Allow anonymous submission" checkbox would allow only one response per survey link or if multiple responses would be allowed.  If multiple responses would be allowed, then it seems the solution is to send a survey with this property set to the single key contact at the customer company who will then forward the email to the rest of the team. Is this the right way of solving this use case? Thanks!

We have triggered an outreach and few emails are bounced(its a hard bounce).But when the hard bounce value for the contact in email logs is checked for the trigger date, it still shows "0".Does the value get set after a day or 2 days of lag?Do we have any documentation for this.

[i]We have a customer Kenshoo Ltd. who are facing this problem where they are unable to extract the participants of a Survey who have not responded. The survey is sent via Copilot. [i]Is there a way that they would be able to do this without exporting the data or could we request that this enhancement be made?

We have a need to use some custom code rather than a standard email template. In other systems, we can accomplish this with use of their API. I am curious if Gainsight has an API, and specifically, allows functions associated with CoPilot or the Rules Engine. Our end goal would be to send outreaches using the API.

Our Survey feature documentation is consistently among the most-viewed, and I'm betting many of you have suggestions for how to make it better! If you are interested in participating in a live feedback session in a few weeks, please add your "Me Too" to this post, and I'll invite you. We want to hear your thoughts on how to make the docs more clear and complete; which could mean creating more use case tutorials, or breaking the content into smaller chunks/tasks, and so on. If you would like to share feedback directly on this post, please feel free.

Is there a way to write a rule to update SFDC when we have hard bounces from an email campaign?  We have a field in SFDC on the contact object that indicates if a contact is Active/Inactive.  Ideally, we'd want to flip that to Inactive for any hard bounces. I know we can export a report and import to SFDC, but I'd rather have this automated (especially when we use Copilot a lot).

Our installation process has stalled at the email configuration.  Our SalesForce admin is unable to select 'Gainsight email service' from the dropdown menu (see image).  In his view, this option is grayed-out. Does anyone know what could be causing this?

When I go to create an Outreach, I now get this option, which is not documented. What is it?

I want to send some surveys through copilot that I would only want any particular customer to receive once. I figure the simplest way to handle this is to set the "Send email once" section to an arbitrarily large number. My question is, if I do something like change the email template or powerlist that the outreach is using, will that "do not send" list get reset? Will a customer receive a second email?

What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages?  I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!

We are working on an email. In the email we have a list of things we need to populate. Each list is different for each customer.  We populated the information into an MDA table to pull into the email. When we drafted the email and started testing, we found 2 things: Line breaks are not respected when pulled into the email There is a character count limit. It appears character limit is 247. It would be great to 1 have MDA respect the line breaks and 2 not have a character count. Edited to add: We would also like to be able to use markup in MDA data we upload.

I noticed that the fields on Log an Email are the same as the fields for the calls and the meeting, and that doesn't seem to make sense. Could the fields be changed accordingly. Something like this maybe? Subject Internal Email Recipient External Email Recipient

Hi There  Is there a way for us to include calendar invites, ics files in an email template. We are about to send newsletters with proposed webinar sessions via ics files. I tried to add these files into the email template but it says it is not support. Why is that? These files are perfectly acceptable for emailing? Thanks, mei ling

Hi. As we want to send surveys triggered on a list created dynamically, we tried to configure a survey to be sent by Copilot Email Service. However this option is blocked, as you can see bellow: https://mail.google.com/mail/u/0/?ui=2&ik=0b0d5852f4&view=fimg&th=1539eed76d8ed047&attid=0.1&disp=emb&realattid=ii_im3kivbs0_1539ee9c6adb2e31&attbid=ANGjdJ-r7m-653_En0dyPR4rF0m3CReDADzeQDRc5XM4SF23JZAruMkjp9JboL-cIGi943KmBcMVMqxsDt6sgHUdJeDEKJQCK3ZaUVpLSeyAgA6PPO-uJwSLOZ29A2k&sz=w908-h410&ats=1458667245762&rm=1539eed76d8ed047&zw&atsh=1 ​ How can we solve this?

Does anyone have automatic scores set up based on CoPilot analytics?  If so, what logic are you using? I'm curious to see what others have done.

I have a power list set up and it's returning 1 failure for an email address with an apostrophe in it. To the best of my knowledge it's a valid email: https://mailto:john.o'doe@example.com

If there is a contact on more than one account with the same email address, what happens when that contact unsubscribes? Is that contact unsubscribed for all accounts (since it's the same email address) or are they only unsubscribed from the account which the email was sent for?   Thank you! Lauren

When reporting on Email Assist open rates, what is included as an open? I understand that "Opened" calculates how many of the sent emails were initially opened. The value of this field will either be 1 or 0.  "Open Count" tells how many times the emails were opened all together; this would include the same email being opened twice. Do the "Open Count" stats include only the recipients on the "To" line or the "CCs" as well? 

We are building our first Power List to distribute an NPS survey.  We did the survey with part of our customer base earlier in the year, and we have those customers listed as members of a campaign in SFDC. We have created a data space to bring in the campaign history for each contact relating to an account. We're looking for a way to create a power list that includes only contacts who are not part of the old campaign, but filtering for campaign name on the power list only excludes that campaign, not all associated contacts. Does anyone have a recommendation for how we can build this list?

I don't seem to be able to edit the language for "Not at all likely", "Neutral", or "Extremely likely" in an NPS question in my survey. I am sending this globally and cannot change the text to our target language for these options, the "Submit" button, and "All questions marked with * are required" blurb. 

Hi, Some day in the near future we will go responsive (finally!). We'll throw in a redesign when we're at it. For this, I need to know how many pages a responsive InSided community has (without the extras like the blog, co-creation pages etc.). Thank you, Jolien