Follow up to this idea: =18948887#reply_18948887]https://community.gainsight.com/gainsight/topics/the-ability-to-change-the-from-email-address-when-u...
Looking for the ability to customize specifically the "from email" and "from name" in the email assist tool for our pooled account management program not just the send domain. We can control this in gmail using the from dropdown (see screenshot) and in JO via the standard form:
Use-case 1 -- Advisors (scaled CSMs) have consultation with a customer. They create a CTA and apply the post-consultation playbook which includes an email with a post-consultation materials. Using the above advisor as an example - the email should come from Sumat Lam "cateam@box.com". That way if the customer responds to the email, it is pushed back into the ticketing pool.
Use-case 2 (per Lane H.) -- Coverage while a CSM is OOO (maternity / paternity leave)
I do agree --- exposing this to everyone can be risky. Controls would need to be put in place to validate senders to specific email addresses.
Ideas around access:
Designate a set of 'approved list of send from email addresses'. A CSM wouldn't be able to put anyone's email address in, but could choose from a list of available options. That way an email address could be exposed for a certain time -- like maternity/paternity leave, but then removed once the mom/dad returns.
Permissions to 'approved send from lists' could be controlled by User, Role, and/or Profile.
I think a combination of the above would be perfect to protect against risk.
This is in our roadmap but the ETA is not decided yet. I will post the update once we decide the ETA.
Thanks,
Nitisha
I'd be interested to know what Gainsight CSMs do as they have csm@gainsight.com themselves?
We want to be able to have CSMs send Email Assists from our "accounting@" email address, for the "your auto-renewal is coming up" notification, so it can feel as automated as it is. However, we want the reply-to to go to the individual CSM.
If we could email out from success@, we could have CTA interactions funnel to that same system.
Phil, we used to have a CSM-team based approach. I created a Salesforce User (we had extra licenses lying around), with its email address being csm@, and made it the CSM for all of those Accounts. It was useful for JO and Surveys, just not Email Assist.
I can't remember the last time I saw an idea with 30 "me toos". :)
I asked our Product team to provide an update, so stay tuned!
We understand the use-cases and this feature is on the roadmap but may not be available for another 3-4 months. We will post updates once we have clarity on the ETA.
Thanks,
Nitisha
Are there any updates available for this post?
Hello All,
Happy to let you all know this is considered for short term roadmap.I will keep you updated about the release.
Hey Team -- Glad to see some traction on this as we’re actively reviewing our scaled model and this continues to be an enhancement needed to build some seamless handoff between our team members.@chethana - Are you able to provide confirmation if this has made it into roadmap?