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I am trying to add a field to a gainsight CTA.  I've added the field in the salesforce object "call to action" but I cannot figure out how to get it added to the API that then loads it into gainsight.  Any input?   Thank you!

We're just configuring our Zendesk-SFDC feed, and It looks like 'ZD-org to SFDC-Account' linking is currently manual, with the help center suggesting auto-linking is a roadmap item. To future proof & be ready for auto-linking, there is a specific field in zendesk where we should be populating the Unique ID we use to match SFDC, platform etc to a Gainsight record? 

Is it possible to include a 'View as webpage' link in an email that is being built in co-pilot? I'm not finding that it's possible, but perhaps I'm missing? 

We recently received an OOO message from a customer and in the subject line the email was tagged as "Marketing." We've followed the recommended best practices for email design (unsubscribe link, customer name in email, our business address in footer, etc.) to avoid being tagged as spam. Any ideas what might be causing this to happen?

Hi,  We are trying to set up some Product Notification email templates that we can reuse and send to a list of our users for our monthly releases.  Is it possible to add custom tokens to a template that I can fill in when I create an Outreach? This tokens would not always be fields from the Contact or Account record. But they might be things like a Subject, Description, Release Date or other bits of text that would not be know till we create the Outreach. I am trying to avoid having to copy and paste and create 100s of templates that have only a few minor differences.  Has anyone else found a good way to handle these types of email notifications? Thanks Miguel 🙂

When creating survey questions I have found that the "required" asterisk on a multi-line question will show up below the question. This is not the case with a 1 line question. It looks a bit messy. It would be nice for the asterisk to be placed immediately following the question.

I have a series of follow-up emails that get sent to customers regarding an online training session series. I have all the follow-ups written the same, but each should be accompanied by a different attached take-away document. I initially setup the follow up for one of the sessions and the cloned that template for use with the other sessions. Oddly, now I cannot remove the follow-up document from the template to replace with the documented for the other session. Any idea how to remove an attachment from an email template in copilot? Thanks! -Ben

Does copilot allow a powerlist to be built that targets specific  contacts from multiple accounts? We need to do a survey send to target specific contacts from multiple accounts. Would this be setting criteria by name? Is there a limit? Better to create multiple powerlists to support this? 

Hello! I wanted to see what thoughts people had on sending 1:Many outreaches out to customers that have chosen to 'opt out' of e-mail communications? I ask because these communications are going to provide valuable content around training and best practices, thus providing information that will not only benefit the customers' overall product experience but also their overall product/industry knowledge. Curious on what thoughts others had on this topic! Thanks, Melissa

We have sent out some NPS questionnaires to our customers from another system, and I would like to upload their answers into Gainsight. I've tried to upload the answers through Data Loader for the users of one account, but the widget is not showing the NPS for the Account. Am I doing something wrong?

Can I put an existing Co-Pilot Outreach on Pause? We are pondering making some adjustments to our CoPilot strategy, and want to temporarily halt some Co-Pilot Outreaches. I prefer to simply "Pause" the outreaches rather than delete them out altogether because I don't want to "lose" the configuration therein. I think that I *could* set a run date far into the future, but these work-arounds often leave me worried that we'll forget this and the Outreach will fire as scheduled but when we weren't anticipating it. Thus....is there a way to Pause an Outreach without deleting it and without leaving it Active but far into the future?

In an older version of this documentation, it was shown that it was possible to hide NPS Question Headers (such as "Not at all likely" or "Extremely likely") on a per question basis.  See this screenshot for an example. The documentation has since been updated as that functionality has either been removed or was never implemented, but I would find it to be useful to be able to hide NPS Question Headers, and even more useful if I could even edit NPS Question Headers. Any chance this feature could get added back in?

We have a journey map that we've created using linked CTAs with respective Tasks. We are investigating sending out Copilot outreaches to certain users at the completion of specific Tasks. When building a Power List, I can see which accounts/users meet the criteria, but is there a way to see which Accounts meet the initial criteria, but don't have a user to email? This would be good to know, so we can make sure all our customers are getting emailed when they should be and if there isn't a designated user to email, our CSMs can clean up SFDC to reflect the right users.

Is there a way to create a token field in a Copilot email that contains a tokenised link?  I'd like to be able to embed an email address directly in the text.  Something like this...  "if you have any questions, [Account Owner] would be happy to help you...." where the [Account Owner] token displays the Account Owner's name, but also is a clickable link that contains the Account Owner's email address.

I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben

what permission set is used for copilot analytics? The feature expressed here (my user cannot see "analytics," it is greyed out) https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/User_Guides/02_Revie...

We've discovered that making changes to the name of an email template will nullify (or re-set) the "once in a lifetime" setting that was previously set on the outreach that uses that template. In theory, your power list should only grab customers who fit the set criteria and you wouldn't be likely to send duplicate messages; however, when we recently ran a manual push of an outreach to distribute it to customers who should have received it in the past, and the template we used had recently undergone a slight change in its naming convention for tracking purposes, it resulted in the delivery of this message to several customers who had already received it. Perhaps this is my own naivete, but I had thought that once a template or outreach was created, it was set and name or text changes wouldn't alter the tracking of its history. Since that is not the case, wouldn't it be cool/convenient if that was the case? 

When writing the outreach campaign, I could not find where the choices for token mapping were set.   I scrubbed documentation with no luck.  I figured I would post this in the community with the answer since it took me so long to find it.  -

We have some pretty robust HTML templates built by some of our other internal teams. I would love to be able to pull these templates into Gainsight somehow, ideally into CoPilot.  Is this possible? Are there instructions I can follow somewhere? Thanks! -Ben

Can CoPilot send a preview email to internal audiences, such as the CSM that the email is being on behalf of? For instance, I am setting up a new customer introduction email and would like the CSM to quickly review and confirm they like fun fact I've included about them. Any chance that I can send the template to them? 

Is it possible to preview what an email from CoPilot will look like on Mobile? I've added a table with photos and want to ensure it'll look good on a phone before executing the outreach. Even if I could send a test email to myself as a way to check, that would help. 

I am trying to create an email template that I can send to myself and other admins in the company to give me a quick rundown of all CTA's that were created today. I am having difficulty structuring the power list so that Gainsight can find myself, has anybody tried doing something like this?

I'm trying to determine the best way to remove certain people from receiving CoPilot emails from a send I'm scheduling for tomorrow.  Does "Contact::Email ---not equal to---email address" remove them? I'm trying that now and still getting a few emails showing up. 

What's the best way for a 1:M CSM to communicate bounces from Copilot to her marketing team for ongoing contact maintenance?  Right now, we're discussing a Reports 2.0 on the 'email log' object that is put on a GS dashboard/layout & emailed once a month.  But tables of data emailed via dashboards in a Powerpoint is not ideal -- it's difficult to read and work with.  Other suggestions?

Hi There,  We have completed a survey using Gainsight Survey. Now we would to segment out the list contacts from the survey based on the answers and send another email through co pilot for this list of contacts based on their survey answer. There a way to do this? At the moment we have to export this list from the analyze screen which sometime doesn't include their email or contact id so we can filter this list easily from Co pilot. I wish we can choose the additional fields to be exported out from the export function on the survey. Mei ling