Copilot emails for CSMs to send
None
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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Is there documentation on how this works?
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.
The following articles cover the Email Assist functionality:
Are there plans for allow for this scenario, where the CTA with email task are auto-generated from a powerlist/outreach?
With what's available today, CSMs can review and approve email by looking at email tasks that show up in cockpit generated automatically. Only difference is rules engine generates this email tasks (by applying a playbook vs. a powerlist).
BTW we do plan to in medium term have the creation of email tasks via powerlists but that's because we are making various advancement in powerlist (like optimized follow up email flow etc).
Hope that makes sense.
Gaurav - Please see this post as well:
https://community.gainsight.com/gainsight/topics/cockpit-send-an-email-to-a-group-powerlist-of-users...
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).
As part of the Summer release which will be available in August, CSM's will have the ability to add upto 10 Emails in To's and choose whether to send same Email to all or to send separate Emails.
Hope this helps in solving the Use Case.
Regards,
Hitesh
Should I enter a separate request or can we continue on this one?
You can also configure Email Assist emails to be automatically logged to Timeline.