Can you update a template after an Advanced Outreach has started?

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  • Updated 3 months ago
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I noticed an HTML formatting issue with two email templates that are used in my Advanced Outreach for our standard survey. I went through and reformatted them, but had to remove some tokens in the process. I figured I would have remap the tokens, which wasn't a big deal to me.

Unfortunately, I now go into my Advanced Outreach to remap them, and it doesn't let me save the mappings. I know that most aspects of the Advanced Outreach are locked down once you start it, but now I feel like I am stuck. I am guessing since the tokens are not mapped any future triggers of the outreach will fail. I figured I would see if anyone else has seen this before I contact support.

Is there any way around this?
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Ben, Champion

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Posted 8 months ago

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Dan Wiegert, Employee

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Hi Ben,
So I hate to be the bearer of bad news, but currently Advanced Outreaches lack the ability for on the fly "pause, edit, continue" functionality. Once an AO is published, the published state is locked from changes and if you encounter issues, your only recourse is to pause it (which allows for restart, but still locks out changes) or a full stop - this will move all of the contacts in your powerlist to the end of the AO workflow and mark them as complete. Your only current option to update these email templates is to stop the outreach, configure a new one with your modified email templates and republish.

This is a definite pain point within Advanced Outreach, and other users (customers and Gainsight employees alike) have recommended this inflexibility within AO to be addressed. Please keep in mind that AO is a new Gainsight feature, so issues like this are bound to make themselves known. As far as I know, a feature request to add "pause, edit, continue" into AO has been made, but I am unsure on where we stand on getting this solution into production.
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Ben, Champion

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Thanks Dan. I would agree that this is a necessary improvement for the future of AO. Its a solution with amazing potential that I am certainly excited about. I am looking forward to seeing these type of enhancements.
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Jennifer Galvan

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Is there any update to this topic?
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Jeff Kirkpatrick, Champion

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I would like to know as well.
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Abhishek Sivaraman, Senior Product Manager

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Unfortunately, this is not yet possible. We intend to address this in the short term roadmap.

Abhishek S