Under Consideration

Tracking Email Responses in Journey Orchestrator

  • 12 September 2018
  • 13 replies
  • 169 views

Userlevel 7
  • Gainsight Employee: Veteran Rookie
  • 12 replies
Gainsight is currently able to report on emails that were opened which have been sent by Journey Orchestrator. However, it would be incredibly helpful if we were able to also report off of if Emails have been responded to, that were sent by Gainsight!

Being able to use this information would be exceptionally helpful in Programs, where an email chain might use a Conditional Wait to only send a follow-up email to those who have not yet responded to the email sent by Gainsight. Having this extra granularity would be great!

Any idea if this is possible? If so, is there an ETA on when something like this might be available?

Thanks for the time!

13 replies

Userlevel 6
Badge +2
Yes, please!! Send follow-up if "Not Opened" is good... But Send follow-up if "Not Responded" would be really helpful also. 
Userlevel 7
Badge +1
This would be a game changer for us. How many times can I vote for this?
Userlevel 6
Badge +1
+1, we really need this level of granularity. 
Userlevel 6
Badge
We're creating a Program now and this is a HUGE NEED. We have an email chain where we don't want to send the next email if the client has replied.... We were hoping to create a calculated field using Email Logs but email logs don't have that data... From what I can see, there's no object at all that contains "reply" data.

Userlevel 6
Badge
Use a survey and embed the most important question to make it more appealing for a response.

With the ability to automatically send an email from Outlook into Gainsight, it would be great to automate and manage the emails that originate from a journey.

Userlevel 1
It's all been said this would be a major +1 for JO

Userlevel 3

+1 This is a HUGE NEED for us as well! 
 

Is this on the roadmap?

Userlevel 7

I agree that this will be an extremely useful feature. This is tricky to implement as well since the response information lives with the email client. Having said that we are exploring the possibilities of adding this functionality (in medium term)

any update on this?

Userlevel 7
Badge +1

In general more Outreach-like capabilities like this would be a game changer. Users experience tool-fatigue and while Gainsight isn’t trying to be the next Outreach, being able to cut down tools in our tech stack would make Gainsight more of an attractive choice for the long run. One-stop-shop vs best of breed...why not be both for what CS teams need?

Userlevel 7
Badge +1

In general more Outreach-like capabilities like this would be a game changer. Users experience tool-fatigue and while Gainsight isn’t trying to be the next Outreach, being able to cut down tools in our tech stack would make Gainsight more of an attractive choice for the long run. One-stop-shop vs best of breed...why not be both for what CS teams need?

THIS. My team has considered giving CS Outreach but I have pushed away from that because the goal is to keep them in a single system. Giving them some JO-like functionality at their fingertips more similar to Outreach would be #gamechanging. 

Userlevel 7

Hello Everyone,
I agree this will be game changer.This needs us to build a different framework altogether. We are working towards it.

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