JO emails for CSMs to send

We are very excited about the ability to set up emails in CTAs that CSMs will be able to send on to their clients. We have had some internal debate about which emails should have that CSM intervention as we try to balance efficiency vs relationship insight. One idea we had was to have an option to automate the distribution of the email in the CTA unless the CSM intervenes within a certain period of time. So, the CTA would say 'This email will fire within ten days, unless the CSM takes action.' The CSM can either choose to customize and send or cancel distribution. That way, the customer receives consistent timely messaging without extra effort by the CSM unless the CSM knows of special circumstances requiring modification of the message.

Love the idea Elizabeth. Maybe we can have time = due date of task. and have an option to send automatically on due date? 

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.

Is there any update on timeline for this enhancement? 

Definitely more than just a couple weeks notice.  

Keep in mind Manu that rolling in new updates like this - especially when the end user experience has changed as much as it is - isn't something that can be just tossed out there overnight for most companies, and especially in large enterprise environments.  (It also occurs to me this may have an impact on the second instance of Gainsight we are in the process of rolling out as well - in a much stricter environment)



The issue here is the lack of adequate notice.  I hope to see a more consideration given to this need in the future.

Hey Kristin, it's an "Email" task. https://support.gainsight.com/hc/en-us/articles/226262248-Configure-Email-Tasks-to-Send-From-Cockpit



It does not work with power lists (the CSM has to know the contacts to whom they want to send) but it seems to work ok within its limits.

Hi Gaurav - My understanding is with the rule engine and playbook generated task, the To field is not automatically completed. This is an extra step that the CSM has to do. In our use case, we are automating the renewal notification for SMB customers, and the rep likely has not had much interaction with the Account so they will not immediately recognize who the right Contact is. We want to automate the email going to a fixed set of Contacts based on a field on the Contact record, i.e. the power list. We don't want the CSMs to have to figure out who to send the email too (they'd have to search through the full list of Contacts first). Also, in many cases the email will go to multiple Contacts on a single Account. I expect multiple CTAs will get created, and the CSM would need to update the Contact on multiple emails and keep track of which Contacts they have already entered.



Hope that makes sense.

Same use case for us, explained perfectly by Kristin above.



Power Lists can potentially generate multiple emails to one customer.  In those cases, we want to send ONE EMAIL and include MULTIPLE CONTACTS in the To: field.  (This is why we're leaning toward using email templates on the playbook instead of Outreaches, so that the CSM can populate the To: field with more than one contact.)  However, in doing so, it forces the CSM to lookup the contact email address, versus pre-populating it (as with a powerlist and outreach).

Hi Diane, yes, this is Email Assist (more info here). 



You can also configure Email Assist emails to be automatically logged to Timeline. 

Hi Gaurav - 



Will this feature include the ability for the CSM to decide NOT TO SEND the email outreach?

Development is underway. It is planned for August release.