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Query about sending survey through JO when Opted out email is used in Heads-up email "To" section

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  • Srikanth
  • Gainsight Employee ⭐️
  • 5 replies

Hello Team,

Below is the use case:
Customer wants to send  heads-up email to the CSM to let them know that their Accounts would be receiving a survey mail the very next day.

So in Heads-up email, the to “address” is selected as “Sender Email address” and few values in that field are in Opt-out because of which the entire record is getting failed and no survey email is also sent to the Accounts.

Customer wants to send survey email to the Accounts irrespective of the opt-out preferences of the sender email in Heads-up email(even though the CSM is opted out).

 

Can this be possible.

 

Thanks & Regards,

Srikanth

Best answer by matthew_lind

@Srikanth Interesting use case. I did a flavor of this once, and I utilized 2 separate Programs:

  • A Program for the “Heads Up” to the CSM
  • A Program for the Survey recipients themselves

Combining the internal “Heads Up” to internal users and the external Survey itself to end users is tricky. Splitting out the Programs will also give you higher quality Analytics on each Program instead of a mash-up of internal and external emails.

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sai_ram
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  • sai_ram
  • Expert ⭐️⭐️
  • 3727 replies
  • May 10, 2021

@Srikanth thank you for sharing the use-case here. I am bumping this to the top for more visibility. 

 

matthew_lind
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  • matthew_lind
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • 651 replies
  • Answer
  • May 14, 2021

@Srikanth Interesting use case. I did a flavor of this once, and I utilized 2 separate Programs:

  • A Program for the “Heads Up” to the CSM
  • A Program for the Survey recipients themselves

Combining the internal “Heads Up” to internal users and the external Survey itself to end users is tricky. Splitting out the Programs will also give you higher quality Analytics on each Program instead of a mash-up of internal and external emails.

Making people their best....currently disguised as a CS Ops Architect. How can I contribute to your success?
sai_ram
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