Ability to start a thread from Copilot?
None
I have an interesting idea that was purposed to me by a customer that I thought I'd get some thoughts on.
The basic idea is a 1:Many email for an account via Copilot, where we just send one email and have several contacts within the same thread.
The use case behind this, is that if we send the same email to multiple contacts within the same account, you end up with several threads and limited collaboration between CSM and the multiple points of contact. This can leave an opening for miscommunication or having a CSM telling multiple people the same thing, when it could have just been communicate once through a thread.
The basic idea is a 1:Many email for an account via Copilot, where we just send one email and have several contacts within the same thread.
The use case behind this, is that if we send the same email to multiple contacts within the same account, you end up with several threads and limited collaboration between CSM and the multiple points of contact. This can leave an opening for miscommunication or having a CSM telling multiple people the same thing, when it could have just been communicate once through a thread.
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That would be very interesting indeed.
I think you'd have to include this as an option, as some emails (like an NPS survey invitation) would want to stay 1:1 in nature. But other emails would certainly lend themselves to a group distribution.
Love it!!
Yup that's exactly what I'm getting at! Now I feel like I should have actually included numbers in my initial post, but that's what we're wanting.
I agree though, we'd want to keep this as an option (I'm picturing a checkbox) instead of actually changing the way Copilot itself works.
Example Use Case: A renewal is coming up for a customer and you want to notify the customer POC of this renewal but at the same time you want to copy the customer billing contact so that they are aware of a price change. You also may want to CC the Sponsor (Decision Maker) at the customer if this contact is different than the POC.
Use-case: co-pilot
is sends an automated welcome email (triggered off a closed won new customer
opportunity) from the account executive which intro's the post-sales
team (as a cc) to the customer.
Anyway, to the use case mentioned above: how would you imagine specifying who are all the people who get one email? The simple thing would be to specify that you want only one email to all the folks who meet the Power List criteria but are from the same Account or associated with the same Relationship. But that isn't super flexible. And you also get into the question of which contact to use for resolving token mappings. Would about still having one email per Power List entry but then explicitly calling out CC recipients by role or something?