Planned

Variant Email Templates In Email Assist

  • 28 December 2017
  • 49 replies
  • 503 views

Userlevel 7
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I have a request from a customer to be able to use (for example) the language variant when using email assist. In testing this it appears that it always defaults to the first in the list (English) when sending out. They'd like the email sent out to a contact outside the US to receive the email in the local language similar to the way that Co-pilot works. At this time it looks like they'd need to create a template for each language. 

49 replies

Userlevel 7
Hi Steve,

This is definitely on our roadmap but may not be available until June.

Thanks,
Nitisha
Userlevel 2
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We definitely need this as we need to create different rules for  every CTA in every language that we support in different time zones

Userlevel 6

Hello All,

This is coming in soon. 

As we are planning to support variant selection in email assist i wanted to runt eh solution with you all and see if it solves most of your use cases.
Solution:  Manual approach.

Please see below for the quick overview of how will this option look like.

  • User will be provided with a variant selection option when working with email task.
    • Use case 1:
      When user is sending email to 5 recipients and  all recipients of email need same email template variant[ I assume this is most of the use cases which we have today].With new solution user  can choose the email template variant from the drop down.
    • Use case 2:
      when user is  sending email to. 5 recipients, out of which 3 needs english variant and 2 needs spanish variant, in this case user has to send 2 emails one with english variant and another one with spanish.
      With new solution user has user can use adhoc email feature [documentation] where user can send email without having to create a email task. But once the email is sent email task will be automatically added to the respective CTA.
    • Use case 3:
      When user is sending emails to 5 different where all 5 require different variants. With new solution user has to send 5 different emails [adhoc emails] one for each variant.
    • Use case 4:
      For use case 2 & 3, another approach is create multiple email task as per language needed with language mentioned in the subject, user can work on them and choose the required variant as defined the task.
      Fo example: If CTA has 4 tasks, 1 of which is email assist, which requires  2 different languages,  playbook will be updated with an additional email assist for that second language, so CTA suddenly has 5 tasks.

Please let me know which of above mentioned use cases is the most frequently encountered. Feel free to provide your comments on the solution mentioned above.

Userlevel 4
Is there an update on this? This is definitely something that is needed for our customer base where we serve the same customer in multiple languages.
Userlevel 6

Hello All,
We are addressing this in our new email assist implementation. Here is a preview of what it will look like.The version drop allows user to choose variant they like to send out for a selected template.

 

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Yeah, I have a similar use case, if having multiple templates would fix the problem it wouldn't be too much of a hassle, the problem is that you need to create multiple templates with the correct languages (or other variations you may need) and then you also need to duplicate playbooks and connect the email tasks to the templates.

the fact that you can't clone a playbook with email tasks doesn't help the situation... Ideally for me there would be a way in the rule actions where you could set criteria to check an accounts preffered language, and then when it activates a CTA, it would pull the correct language variation.

I guess this would include some complicated background things though as rule and the playbook need to "talk" to eachother to be smart enough to do this. would be a super helpful feature though that would save an absolute nightmare of template and playbook management (since there's also no way to properly organize templates at the moment other than having standardized tagging in the names)

Userlevel 7
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This item is still under discussion by our product team. We’ll share a more specific update as soon as possible.

Userlevel 6

Hello All,
We are working on supporting multivariant templates in email assist. This is planned to be available by end of Q4.Here is the how we have visualised it. 
If playbook has any email task, then template variant can be assigned to it. If its adhoc email then default template will be english version, user can change it to their desired version.
 

 

Userlevel 7
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Another product manager has taken up this feature area recently, so I’m reaching out to try and get an update here. 

Userlevel 6

Hello @katie_b , @steve_davis 

As we are planning to support variant selection in email assist i wanted to runt eh solution with you all and see if it solves most of your use cases.
Solution:  Manual approach.

Please see below for the quick overview of how will this option look like.

  • User will be provided with a variant selection option when working with email task.
    • Use case 1:
      When user is sending email to 5 recipients and  all recipients of email need same email template variant[ I assume this is most of the use cases which we have today].With new solution user  can choose the email template variant from the drop down.
    • Use case 2:
      when user is  sending email to. 5 recipients, out of which 3 needs english variant and 2 needs spanish variant, in this case user has to send 2 emails one with english variant and another one with spanish.
      With new solution user has user can use adhoc email feature [documentation] where user can send email without having to create a email task. But once the email is sent email task will be automatically added to the respective CTA.
    • Use case 3:
      When user is sending emails to 5 different where all 5 require different variants. With new solution user has to send 5 different emails [adhoc emails] one for each variant.
    • Use case 4:
      For use case 2 & 3, another approach is create multiple email task as per language needed with language mentioned in the subject, user can work on them and choose the required variant as defined the task.
      Fo example: If CTA has 4 tasks, 1 of which is email assist, which requires  2 different languages,  playbook will be updated with an additional email assist for that second language, so CTA suddenly has 5 tasks.

Please let me know which of above mentioned use cases is the most frequently encountered. Feel free to provide your comments on the solution mentioned above.
 

 

 

Userlevel 7
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Yes yes! This would be amazing as we globalize our CS team. We use variants for other languages of the same message. This update would allow us to use one playbook with variants, rather than multiple.

Userlevel 5
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Highly interested, as you know.

Userlevel 3
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Thanks, @chethana . Please let us know if this continues to be pushed. We are working hard to set expectations internally.

Userlevel 6

Sure, i will keep you posted about the release timelines.

Userlevel 3
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@chethana @sai_ram Above you said this would be available EOQ1. We are into April now. Any update on this?

Thanks!

Userlevel 6

Hello @jochle 
We are having some delay in releasing this feature. This is work in progress and this should be available by mid Q3. If it is available earlier than this i will keep you posted.

Userlevel 3
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@chethana Sorry to hear that. Please let me know. Thanks.

Userlevel 6
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This is becoming more of a necessity for us as well. We love the ability  to send emails from cockpit but in a few current use cases we have to create the email with a 2nd (or more) versions for a program, but also want to make those versions available to send via cockpit. So now, we’re creating a combined email template for 1 send option and duplicating and offering the versions as separate templates for send from cockpit. It makes naming all of these templates a chore and leaves lots of potential for errors if someone grabs the wrong one.

Userlevel 3
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Thank you, @chethana. We are very much looking forward to this functionality.

Userlevel 5
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Got the request from our users this week. Happy to see it's coming up.

@chethana Use case 1 definitely is the most common.

Userlevel 3
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Our business is also very hopeful for this feature. We often have playbooks with multiple assists and CSMs need to be able to select which version of the template they need based on the brands they support.

 

@chethana this solution would work for us. We just need to give CSMs the ability to select a specific version of an email template - so we are primarily use case 1.

Userlevel 7
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What’s the latest on this? Seems to be a pretty popular ask/need for folks.

 
Userlevel 7
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Use Case 1

Userlevel 6
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This has come up as a STRONG user-story from our CSM’s as we have international accounts and co-owned accounts with multiple resources.  As mentioned above, this will also cut down on the number of templates DRAMATICALLY. 

This is even MORE impactful since the chrome plug-in template management could really use a Folder structure instead of the “wild west” and eternal scroll through templates :) 

Userlevel 7
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@dan_ahrens @lila_meyer any update on this, given @nitisha_rathi has not followed up on the thread in 2+ years?

Now that the latest release allows for admins to control which templates are/are not available for CSMs to send from cockpit, we’d like to enable the feature. However almost all of our templates are variants - for both language and product differences in the messaging. 

Enabling this feature really won’t be helpful at this point, given this limitation. I’d have to duplicate each template with each single variation; with up to 12 per template that’s really not feasible.

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