Solved

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

I have created a new table to store a file with some daily usage data, and I would like for the file to be uploaded automatically to this table. When Gainsight was implemented in my company a cURL was given to the Product Analytics department to be able upload data automatically into MDA. But now I don't know where the cURL is. Has something changed? Before: After:

I'm trying to add some "explanation text" to the top of a survey: Since signing on as a customer, you’ve been working with our customer team (Customer Success Manager + Technical Lead) to get the product configured. We’d love to hear about your experience with that ‘onboarding process’.I can't figure out how to add it, however. I tried adding a section header, but it's limited to 200 characters. I tried adding two section headers in a row, but only the second section header ends up displayed.Anyone have bright ideas! I can get around it for now by cropping it down to 200 characters, but that's sort of a silly thing to have to do.

Does anyone know which sfdc object stores the NPS score that calculates the score for a given Accoun

Question - Best way to create a powerlist on contacts that attend a Go To Meeting Training. To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts. Scenario - User registers to our training and this information is stored in Go To Training. Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive. Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah

I see that with the latest release, or maybe before, you can flag emails as operational and they will bypass some opt out preferences.  Is it possible to use this feature in Copilot?  I can only find instructions on how to use it in the rules engine.  I'm honestly a little confused why you would use the rules engine to send an email also but how do I use that feature in Copilot?

Best practices on surveys for support cases

This is relatively minor but thought I'd point out that GS documentation incorrectly states that Data Spaces is located under Administration -> Analytics, when it appears under Administration -> Operations (at least in my org) https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Data_Space_Creation_and_Consumption https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Data_Spaces/Tut...

Not sure if this is currently possible, but I'd like to trigger a CTA if a customer clicks on the link of an email via Copilot. The goal is to create a CTA from the most interested customers who are clicking the link for more information. Is that possible today? If not, is it on the roadmap? Thanks. Oz

When I enhance the product I want to be able to email my users to let them know the great news! How can I do this?

In Copilot there are four recipient type options All Contacts from Filtered Account Contact Strategy User Strategy Email StrategyIn what circumstanes are options 2 through 4 used ? Searching for these terms on Product Documentation returns this article below but it doesnt actually say how they would be used https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Examples_and_Tutoria... Any guidance greatly appreciated Ian

Currently we have an approval workflow within Salesforce used for transferring opportunities from the Onboarding Specialist to the CSM. 30 days after a customer is launched, the Onboarding Specialist is prompted to update notes and submit the opportunity for approval. The manager receives the approval request, and can accept or reject. If accepted, the CSM handoff is approved (updates a checkbox for CSM approved = true, adds timestamp, updates lifecycle stage from 'adoption' to 'retention).  Are there best practices for creating an approval workflow in Gainsight? Right now, as long as the entry criteria is met, the Onboarding Specilist just clicks the "Submit for Approval" button on the opportunity. Is it possible to somehow incorperate this button into the CS350 page or CTA?  I would love to hear how any other gainsight customer handle similar scenarios and workflows!

We currently have 90 Outreaches scheduled for 6AM.  On average about 100 emails are sent and it takes about 1 hour each day.  We would like to send the same 90 Outreaches in 4 additional languages.  Currently in Gainsight this will require us to create 360 new Outreaches.  This is really only to send the same 100 emails but in localized language.  We are concerned that the emails will now take 5 hours to send.  Are there any tricks to minimize the total time it takes for all Outreaches to run and send all emails. Examples: - Will scheduling 1 minute apart help (not sure if this is even allowed... might be 30 minute increments)? - Is it reliable to schedule a Power List refresh at an earlier time and then don't refresh Power List with Outreach run?

I would like to see all the people that clicked on the links in one of the Outreaches we've sent out for the past several months, but since I can only see 3 months worth of data, it's not possible. 

Hello! I'm looking to have the following options added to the drop-down list of Salesforce field options that can used as tokens in e-mails: Implementation Project: Owner ID Phone Implementation Project: Owner ID Title Currently, the options of 'Owner ID Name' and 'Owner ID Email' are available, however the Phone and Title pieces are not (I have also attached a screenshot for reference). The sourcing of these pieces of information is critical to various communications we will be sending in order to ensure that our customers have the appropriate contact information, so I was wondering if this would be at all possible to implement. Thank you!