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I'd like to find a way that allows me to auto-schedule the resend of a NPS survey if the initial survey has not yet been sent. [i]Has anyone found a way around this problem without having a co-worker go in for them?  Current Functionality: NPS Survey must be sent to Participants. Once sent, the user must go back to the survey to select the "Resend" Option within the "Distribute" area. The Resend can then be scheduled for a future date. Use Case: Admin/Survey Creator is out of the office (any reason) and can not schedule the follow-up. Example: Create survey August 30 Initial Survey Sent on September 2 Desired Reminder to be sent September 8 Survey Sender out of the office from Sept 1 to Sept 10Thanks everyone!

Hi,  Is there a limit of email templates and outreaches I can create at Gainsight? I didn't find this information in the software.. thank you

Do attachments downloaded from an outreach count as a click within the email?

When sending an email from CoPilot, there are subtle grey bars appearing above and below the message. I'm trying to make this email seem as much as possible like it's coming from an actual person, so they're weird to have. They appear in the Outreach preview: https://cl.ly/1D1A2m1M272N But there's nothing in the Email Template HTML that indicates that they should be there: https://cl.ly/2O1P3N3v363F I can't find anything in the "Communication" section of Administration that seems to control the fundamental email template that CoPilot Email Templates get plugged into....

We are utilizing the new functionality to use the Rules Engine to create Success Plans, and as a second action on that rule, we wanted to send an email to the CSM to let them know that we had created the Success Plan for them, and they needed to customize it and make it active. The email action kept failing, and when I contacted Support, I was told that the Rules Engine couldn't send internal emails, and I'd have to use Copilot. While I understand the limitations, it seems like it would make things easier to be able to send that email via Rules Engine since I'd already built out the logic and filters there. Instead, I had to go to Copilot, figure out how to recreate it, and then, send from there.

I was attempting to test the new "Send an Email from Cockpit " feature, and the documentation (https://support.gainsight.com/Product_Documentation/CTAS_Tasks_and_Playbooks/User_Guides/01_Send_Ema...) threw me a little. It says that the task should say "Preview and Send Email" in the Task Details screen, but in my environment it says "Approve and Send Email."  I wasn't sure if that meant when I click it it would give me the ability to edit first and then send.  Turns out, it does...however it is a bit confusing when trying to follow the docs and it doesn't match.

the Question Display Order column has missing numbers and multiple questions with the same number. and the numbers don't seem to be very related to the order that the questions were asked.

Is being able to use Data Spaces in an account level power list on the roadmap? Right now it looks like we can only do it for relationship power lists. Thanks, Alex

HI, A customer of mine would like to send a survey to a different user groups due to the complex structure of their company: - a survey should be sent to a few different departments, - some department will be using different language than English, - some department will have a slightly different set of questions (there are 10 questions on total, some department will be sent only 7 questions). Should I do it one survey or there should be a separate survey for each user group? If I have one survey created for one group for September, then I would like to do the same survey for a different group of users in October - do I use exactly the same survey and do it there? Or should I duplicated the existing survey?

We would like to be able to limit the tasks synced to Salesforce by applying a filter or flag. This will allow only certain users to sync tasks versuses all users.

My team uses Salesforce tasks to organize their days - it's how we live and breathe, and keep our sanity!  When we close out a task, we always use the "Save & New Task" button in Salesforce, because we should ALWAYS have an Open Task for each of our Accounts.  Since I want my team living in Gainsight going forward, they are working to transition from their Tasks by creating Manual CTAs on their accounts.   I'm starting to get questions on when they close a CTA, is there an easy way to "Close CTA & Create New CTA" all in an efficient swoop?  I just want to cut down on a lot of clicks, and want to know what other users have done for this.

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.