Template updates for 'Email Assist'

  • 11 October 2016
  • 9 replies
  • 75 views

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  • Gainsight Employee: ACE
  • 439 replies
When using 'Email Assist', if I edit the email template, and then add a new CTA using the Playbook that includes that email template, then the changes I made to the template are not represented.



I need to go to the Playbook, delete the Email Task, add a new Email Task using the same email template (which has now been edited), and then set all of the Tokens yet again.



In addition, I would need to find all the currently existing CTAs and replace their Playbooks so that they pick up the new template.



My preferred use case would be that, as soon as I edit the template, it would be used immediately for any Email Tasks that are previewed/drafted after that point.



Not sure if this is a bug or a feature request, but filing it under 'Problem'!

9 replies

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@gunjanm changed to idea and redirecting this to the product team.

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@sai_ram can we get this turned into an Idea please? This is a MAJOR issue for us. 

  
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Agree that this is an issue for us. We are looking for ways to solve this. Would appreciate any ideas.
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Running into this issue now where we have 20+ active playbooks with an email task. We recently updated the template to include a survey link but this change isn't being reflected in the playbooks. What would others recommend we do here? 
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I could also see this being partially addressed by being able to mass update playbooks -- see: https://community.gainsight.com/gainsight/topics/updates-to-playbooks
Agreed with the above. I understand this is an older thread, but definitely something I would appreciate a revisit. We are significantly ramping up our Email Assist use. We have a central manager who owns both CoPilot and Email Assist emails, so manually needed to update each playbook task to refresh the template and re-map the tokens is an added step. I would also appreciate avoiding those extra actions.
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I believe the refresh in the Playbook to be an unnecessary step.  I handle both the templates in CoPilot and the Playbooks.  However, if someone else handled the Playbooks, we would have worked in conjunction to discuss the necessary change to the template and inform the CSM teams of the change; so the refresh button is another step that can be easily missed, which would cause issues to arise.
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Thanks Nitisha -- I didn't notice that 'Refresh' button in the Playbook Task, and that does make things easier. However, I'd still just offer the feedback that this feels unintuitive, since it's inconsistent with how Email Templates work in CoPilot.
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Hi Seth,

This is a feature. We have made this choice considering that if a user managing email templates makes some changes in the template, it should not be applied to playbooks unless the user managing playbooks confirms it.

We have given a refresh button (in email task) in playbooks so that you don't have to delete and then add a new email task, you can just refresh the existing task.

Please let us know your views.

Thanks,
Nitisha

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