Planned

Follow Up: The ability to change the "FROM" email address when using the email assist feature

  • 14 September 2017
  • 37 replies
  • 406 views

Userlevel 6
Badge
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 co-pilot 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.

37 replies

Userlevel 6

Hello @prithvi_vihari 
We are working on this , by end of Q2 this should be available in cockpit.

Userlevel 4
Badge

Hey Team- Any update on this one?

Userlevel 6

Hello @jnunes 
Hello All,
We are working on this , by end of Q2 this should be available in cockpit.

Userlevel 4
Badge

@chethana @nitisha_rathi I had a customer ask about this earlier today. Do we have an update on the status of this request? Thank you!

Userlevel 6

Hello All,
We are working on this , by Q2 this should be available in cockpit.

Userlevel 3
Badge

Hi All! We have recently come across the need for this - specifically with the holiday season - we need additional coverage for CSMs. Managers have been asking for the ability to change the from information to ensure they receive any necessary follow up.

@chethana , Will the drop down lists be the user table or managed separately?

Thanks!

Userlevel 6

Hello All,
This feature is WIP, this will be released soon. Here is a preview of how it will look like.Both From and Reply-to will have drop down.
 

 

Userlevel 6

Hello All,

This feature is work in progress, soon it will be available for use. I will  keep you posted about release timelines.

Hello All,

I am going through the posts shared earlier. i am happy to share the request is addressed and we will be releasing this feature in July.

Hi @chethana, I wanted to check up on this feature. Is there any news on a release date?

Userlevel 6

Hello @nora_soza 

This requirement is part of our roadmap, this will be picked up as one of priority feature.

Userlevel 6

Hello All,

I am going through the posts shared earlier. i am happy to share the request is addressed and we will be releasing this feature in July.

Userlevel 2

Adding another to the need for this. We have a few coordinators that would like the ability to send on behalf of CSMs. Thanks for staying on top of this @nora_soza 

Userlevel 6
Badge

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?

Userlevel 6

Hello All,

Happy to let you all know this is considered for short term roadmap.I will keep you updated about the release.

Also needed!

We need this as well

This is our exact use case as well! Currently our services/support team also isn't able to make use of Email Assist because we are not able to route the replies back into Zendesk.

+1, we'd love to send these from support@ in order to have the tickets/emails get tracked through zendesk as our entire Services department works out of that system for customer communication. This is preventing us from using this functionality all together unfortunately!

Also interested in an update on ETA or work around. News?

Userlevel 5
Hi Nitisha,

Are there any updates available for this post?

Userlevel 6
Badge +1
+1, this would be super useful for our team!

I just came across this thread and wanted to see if there was any update on an ETA or a workaround for the use cases described? We are looking to improve our CSM team's GS workflows and this functionality would be really helpful!

Userlevel 7
Badge +2
Has anyone found any workarounds to be able to send from Gainsight while we wait on the ability to send from a different from address? 
Userlevel 7
Hi All,

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
Userlevel 7
Badge
Hi everyone,

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!

Reply