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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

I have 2.5 questions for Success Plans: Is it possible to include the "Comments" box for each Objective when you export the Success Plan to PPT?   Sidenote, is there a way to export success plan summary (customer name, objective, success criteria, due date, comments) to one PPT slide instead of individual slides?  Can we remove Success Plan Objectives from cockpit view in C360? Every single customer has at least one success plan with at least 5 objectives and it's creating a lot of noise in the Cockpit. We prefer to keep those objectives in the widget area only (if possible).Thanks for your help!  Linda

After 16-18 hours trying to work with surveys and co-pilots it is hard to imagine this functionaity has been tested thoroughly. Not only are the rules driving distribution not effective in surveys, the email templates and power lists are filled with issues.  There is no way to personalize outreach follow-ups.  On top of that, them moment you attempt to copy of edit an email template, bugs cause the HTML to create color changes in text and fields that make the emails unsendable.  Does anyone have to use an outside program to send NPS survey's?

I have a customer who is interested in importing a SF template into CoPilot. Is it on our roadmap to be able to do so? 

I raised this issue to support, but figured I'd come to the community as well in case I get a quicker response. I want to enable an MDA table to use joins, but do not seem to have the capability on a particular table. This document https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Managing_Data_I... says "Note: Currently, we support creation of lookup relation only on MDA objects for which joins are allowed." But it does not tell me how to enable joins on an MDA table where Allow Joins is set to false.  I cannot seem to find this explained anywhere else either.  Hopefully I have just overlooked it. See attached image.  Support Health Scorecard table shows Joins Allowed = true, but Predictive Health Scorecard shows Joins Allowed = false.  Any guidance?

Team, I am creating a Power List on Survey Participant to send the Account Manager a link to the responses.  I have copied the URL from the Survey Response preview that you can do through the normal UI, and replaced the IDs with merge fields for Survey Master and Token.  I have an example where the URL is fashioned in completely the same way as the preview from the Survey tool, but it says Invalid Survey when trying to preview from the Copilot email.  Happy to send screenshots if that helps. Any thoughts? Rob

I would love to be able to see the CSM name as one of the fields on the NPS Detailed Responses section on the dashboard. 

In Copilot can you use tags within the html code you insert?

Clicked on cockpit and then clicked on copilot.Did it two or three times. Observed below screen->

Hi There  I am trying to build a 2 column emails with image on one side and text on the other. I have copied the HTML from an email template that does this but it doesn't appear to work in the copilot html source when pasted in. It seems to replace all the styling I have pasted it. Therefore is there a way to create the layout in similar way in copilot email template? which in mobile the 2 columns will rearrange to image at the top and the text below the image as per the image in the left panel. 

Per the documentation on Send Surveys to Dynamic Contact List Via Copilot: "...you can schedule a follow-up outreach using the same power list. Currently, you can't create a power list for only those who did not yet respond.Similarly, you can't identify customers who clicked the Survey link in your email, but didn't complete the Survey." Is this slated to be built into the product? It creates a hindrance when trying to do surveys and correctly target the customers.

Would anyone mind sharing some of the higher value rules used by your organization?  We have 11 set-up but the higher value ones to us are:  90 Days to Renewal (w/ CTA and Playbook) Change in Licensing (Add/Remove/Renew/Churn - w/ CTA) New Customer / CSM Assignment (Kicks off our welcoming process playbook) New Feature Enabled (Milestone and Feature Update) Sponsor Tracking Rule Lack of Customer Engagement (w/ CTA and Playbook)

When a CSM cancles a CTA, why would it still show in their Cockpit?  Is there a way to configure those to be removed from their standard Cockpit view?  If they've canceled the item, there's no useful reason to display it on their task list, correct? 

Can someone provide some additional information on how a reputation score is calculated, and at what thresholds does it become impactful on the execution/performance of outreaches?

Looking to identify which GS objects hold Powerlist, Template, Outreach data.   We have a sandbox that when originally created did not get any Co-Pilot data pulled over.  Doing a refresh and I want to make sure we get Co-Pilot data in there.

Is there a way to include critera in a Power List to only fire when a previous outreach was successfully triggered? For example, I have a nurture email that I want to send based on a usage trigger, however I don't want that email to be sent unless the customer has previously received a "Welcome to Customer Success" email triggered via another Power List outreach.  basically don't want the 2nd email to precede the first.

I am trying to reload some usage data for our product into an object located in the Data Management section (the data loaded before had errors), and then I am running the aggregation step from the Integration section. But I have noticed really big differences in the time it takes for the integration to end, although I have a similar number of lines that are aggregated. It can take from several minutes to several hours, and I don't understand why.  It's really hindering my work, because I don't know what I can count on.

I think this just changed with the recent update, but in my Zendesk ticket object in C360 the ticket numbers are no longer URL's. Was this done on purpose? It was very helpful to be able to click on a ticket number that automatically opens the ticket in Zendesk so we could we could update the ticket. Can we get this functionality back? Taking the URL away seems like a step in the wrong direction as far as convenience goes.

In Copilot, there is a draft of an email for past due CTAs that should send to CSMs. I'm trying to set this up but am struggling to figure out where CTA data is stored in the databases. I thought I had written my power list correctly, but when I attempt to trial the email, it says there are no contacts.  Any suggestions or walkthroughs on how to write the Power List?

Hi There, Before April 2016, we were able to enter an email instead of a field in the Reply to field in an Outreach. This was useful as we sends monthly emails to our customers and we don't want our account managers to be bombarded with replies back from the customers without filtering. As our team is small and don't have room to handle all communications. Could we bring this back.  Regards, mei ling

Last month, we did our first survey through Gainsight. There are a few things now we would like to tag or create alerts about. Is there a way to assign these alerts now based on a response? It would be easier to do this instead of tagging or creating 200+ alerts manually.

We would love to be able to send automated emails more frequently via CoPilot, such as sending the welcome email to new customers three times throughout the day.  We like to reach out to new customers within a few hours of them completing the sale, but we can currently only send the automated welcome email via CoPilot once a day.  We were able to work around this by setting up three different outreaches to go to different power lists that are differentiated based on the hour a sale is completed, but being able to schedule an outreach to happen multiple times in the same day would make this much easier.  

I've created a report that displays sum of ACV by CSM. I'd like to add that report to a copilot outreach. Unfortunately, copilot requires you to select an "account" from which to pull the info - thus prohibiting me to send the summary report. 

Over the last couple weeks, we have started building out surveys and emails that need to be triggered off data that is in MDA. When we begin to create our power list, we select Matrix Data -> The Data we would like, and then we get the spinning wheel of death.  Is this a known issue or is it unique to us? We want to begin trialling these this week with our team, but this is a roadblock for us. If we cannot get this to work, it is going to create multiple steps for us to push the data we need into Usage, or Customer info, or Salesforce to get this to work. At this point, using Copilot to pull this together is our best option. Do you have any suggestions for how to get this to work?