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Hello! In my specific scenario, I am building Power Lists based off of Implementation Projects that have a status of 'On Hold'. It's quite common for the same e-mail address to be listed on multiple Implementation Projects under the same Account (ie. they are setup with multiple trading partners under the same account). Currently, when I select the following option (we only want them to receive the outreach once for any given Implementation Project), it will only send once and skip any additional Implementation Projects that the e-mail address may be listed on: I'm wondering if there is a way to still only send 1 e-mail per Implementation Project, however, also ensure that a single e-mail address will receive more than one e-mail if they are listed on multiple Implementation Projects that fall within the same Power List. I hope this makes sense. Let me know if I can help provide any further information! Thanks, Melissa

I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!

In several rules I am posting to the Comments when a CTA is created. When the CTA is viewed from the Cockpit, the text is truncated, however when it is viewed from the Cockpit on the C360, the full comment is there. Furthermore, if I type in the Comment field from the C360, and then refresh the CTA on the Cockpit tab, the text appears Comments on CTA Action: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =${Envelope Actual of Expected Percent}  Result when viewed on the Cockpit Tab: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and Result when viewed on the C360 Cockpit: Charge Model = Envelopes or Unlimited Envelopes and % Envelopes Actual of Expected is > 30% and < 70%; Envelope Actual of Expected =0.43033

When creating a survey, do I have to assign a distribution list or can the survey be "open" so that anyone that is sent the survey can respond. I'm used to sending NPS survey's via GS and know that a unique survey URL is created for each recipient. For my current use case, I'd need the survey to be open - different from anonymous, as I'd like to collect the recipient's name, email, account, etc. Thoughts?

In the past few months, we have received feedback from our customers that the color box around the question + the "writing" line below the question has caused confusion for our customers. They tend to click the grey box versus the line below the question. (We understand this information (name/email) would be captured if sent through co-pilot, but that isn't an option for the current workflow. An advisor sends an anonymous survey link as part of a post-meeting follow up.) This leads customers to respond to us saying they are unable to fill out the survey. It's definitely a bummer when we have someone engaged enough to complete the survey who does not because it appears to be too complicated. Unfortunately changing the color of the survey seems to make it even worse. Customer are clicking here: Rather than here:

We are currently able to access different reports/pivot tables in Excel that are connected directly to our data warehouse allowing us to simply 'refresh' as needed. Being able to replicate this same functionality within Gainsight would allow us to create the rules and reports that are more easily 'real time' indicators of customer behaviors.  Is something like this on the roadmap or is a capability today? 

Hi, We are using Copilot to send our NPS survey and I would like to update a field on the Customer Info level to hold the date of the last NPS survey that was sent to the account. Is there a way to update fields automatically when an email is being sent via Copilot? I was thinking to use the rules engine , but which object do I need to use? (Not NPSSurvey Response because then the field will be updated only for those who sent their response and not to all the power list). Thank you, Aviv.

Customer would like to leverage coPilot to send INTERNAL emails to the organization that highlights their entire customer base's usage and other non-customer specific reports. Is this possible to do?  

I have added the user and  permission  on the copilot permission administration page refreshed the page on cockpit , but i still do not see the copilot options in the left chevron I have logged out and and logged in, cleared browser cache and restarted the browser as well but still cannot see the copilot any ideas on what i'm i missing here

Hi Everyone - we're kicking off a VOC initiative at my company. I participated in this at a previous company so I'm familiar with the concept but was looking for any advice that the CS community can provide. I d also love to see examples of questions that you used. Thanks in advance!

We are sending out a mass email to customers when their Support Plan changes. We are filtering who is getting this based on a checkbox in Salesforce. We would like to have that checkbox be unchecked once the email is sent.  I *think* this can be accomplished via the Rules engine, but now sure how. I typically use CoPilot for email outreach, so not much experience with Rules Engine sending emails. Any guidance? Thanks! -Ben

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!