JO emails for CSMs to send
A few customers have asked for the ability to draft template emails via copilot, but for the final "send" button to reside with the CSM. So - the CSM gets the final say on when the email is sent, but does not have to take the time to draft the email contents.
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Userlevel 6
+2
A quick note on the navigation:
- We have introduced a new global navigation to easily get access to different Gainsight product areas. But this would only be available on demand, i.e., sits on the top left unless pulled in. The Salesforce tabs across the top are still available, if you haven't upgraded to lightning yet (like most). Additionally, the header will not keep auto-hiding the Salesforce tabs. We'll remember your last preference and act accordingly, within the same session -- minor, but should help a lot.
- Within each product area also, we have moved to a left-side navigation, which is definitely new behavior. Worked well for administration, as we were able to clean up all the tabs and tiles across the top.
- Both global and product area level navs have search to help find the right page.
Userlevel 7
+4
Definitely more than just a couple weeks notice.
Userlevel 6
+2
Totally get the concern, Jeff. We have a related communication going out soon, with documentation, videos, etc. that should help. PMs are also available to address any questions or feedback.
We ran an early access program with some of our brave customers, and feedback so far has been positive, with minimal concerns around the learning curve. Still not a topic to be taken lightly at all, so please let us know if you have any thoughts on what would help you prep your team better.
We ran an early access program with some of our brave customers, and feedback so far has been positive, with minimal concerns around the learning curve. Still not a topic to be taken lightly at all, so please let us know if you have any thoughts on what would help you prep your team better.
Userlevel 7
+4
Wait no this is not ok. The navigation is so much different, it will be a stark shock to our CSMs and we need time to be able to prepare internal training and documentation to roll out. I'll follow up with our CSM.
Userlevel 6
+2
Hi Jeff,
All such new development is happening on the new UI. We are on track to push 5.0 out to everyone early July, so should be OK?
All such new development is happening on the new UI. We are on track to push 5.0 out to everyone early July, so should be OK?
Userlevel 7
+4
One last question - will this only be available in the 5.0 UI or will it exist in 4.x as well?
Development is underway. It is planned for August release.
Userlevel 7
+4
Awesome Gaurav! Any idea on target ETA?
Yes with this no emails with be sent automatically. CSM will need to explicitly send. If they close the task without sending, it is essentially skipped.
+1
Hi Gaurav -
Will this feature include the ability for the CSM to decide NOT TO SEND the email outreach?
Will this feature include the ability for the CSM to decide NOT TO SEND the email outreach?
Userlevel 7
+4
yes an update would be appreciated
Is there any update on timeline for this enhancement?
+1
We would also like the functionality for the CSM to send an e-mail from CoPilot and edit the template before sending as well.
+1
+1 for this need. We'd ideally like the CSM to have the ability to edit prior to send also, so they could add any personal touch if they wish
Lane, good news this is actively being worked upon. Don't have an exact dates, but please watch out for release notes in near future!
Userlevel 7
+5
This has come up with us this week. We'd like to trigger a CTA that says "Send X email to Y customer" and then the CSM sends the email through CoPilot. The idea behind this is the CSM should have relationship context with the customer to determine if they need to receive the email.
Great idea. This is planned item on our roadmap
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