Email Task without Playbook

  • 6
  • Idea
  • Updated 4 weeks ago
I was wondering if there is a way to create a CTA email task without adding a playbook to it. I don't see any option to associate an email to a task independently 
Photo of Sarah Kiani

Sarah Kiani

  • 838 Points 500 badge 2x thumb

Posted 2 months ago

  • 6
Photo of Rob Begley

Rob Begley, Official Rep

  • 1,328 Points 1k badge 2x thumb
Unfortunately, an email assist has to be part of a playbook (as an individual task), and cannot be tied directly to the CTA itself. Hopefully this answers your question.
Photo of Sarah Kiani

Sarah Kiani

  • 838 Points 500 badge 2x thumb
It does. Thanks for confirming, Rob!
Photo of Cameron Wright

Cameron Wright, Employee

  • 3,172 Points 3k badge 2x thumb
It would be super useful if we added this functionality.
Photo of Alexa Rosen

Alexa Rosen

  • 182 Points 100 badge 2x thumb
Thank you Cameron. Yes, being able to manually attach Email Assist tasks to CTAs is a feature our team would like to see Gainsight enable.
Photo of Aditya Marla

Aditya Marla, Product Manager

  • 3,104 Points 3k badge 2x thumb
Hi All,

Thanks for sharing this. Is the ideal scenario being able to add an "email task" similar to how you can "add task" to a CTA?
If so, would you be using any tokens (placeholders/surveys) in the email templates? Today the admin maps what the tokens should get resolved. If the CSM manually creates an email task...should they be left unresolved?.
Photo of Alexa Rosen

Alexa Rosen

  • 182 Points 100 badge 2x thumb
Hi Aditya, that would be our use-case: being able to manually add email assist Tasks to CTAs. We are using tokens in our email template that were mapped by our Admin. Our team should be able to review them, before sending the email.
Photo of Aditya Marla

Aditya Marla, Product Manager

  • 3,104 Points 3k badge 2x thumb
Hi Alexa,

Today the token mapping is done within a playbook. So if we provide an option to add an "email task" and the CSM can choose an email template, then the tokens will not be resolved. (They will be more like placeholders & the CSM has to delete them and replace them with the appropriate values). Does that work?
Photo of Alexa Rosen

Alexa Rosen

  • 182 Points 100 badge 2x thumb
How come the token mapping, done through Email Assist, would not be retained within the email Task on the CTA?
Photo of Jake Ellis

Jake Ellis, Employee

  • 170 Points 100 badge 2x thumb
Hi Aditya,

I think this would be a great functionality as well. It would provide improved user experience if we could both update CTA's with "email tasks" or update emails within the playbooks instead of recreating a playbook then reassigning them to the CTA.
Photo of Aditya Marla

Aditya Marla, Product Manager

  • 3,104 Points 3k badge 2x thumb
Hi Jake,

Thanks for sharing your thoughts on this. Could you provide some more details on this "update emails within the playbooks instead of recreating a playbook" (is it the ability to update an email template and it should automatically reflect in all the CTAs where the playbook has been used?)
Photo of Jake Ellis

Jake Ellis, Employee

  • 170 Points 100 badge 2x thumb
I think that functionality already exists after digging in a little more. In order to update the email within a playbook, I would just need to create a new email template and assign it to the email task. Would that then update all the associated CTAs with that playbook?
Photo of Matthew Weinreb

Matthew Weinreb

  • 1,092 Points 1k badge 2x thumb
I think it would be useful to add this as a feature independent of a CTA. My use case would be

As a user, I want to send an email to a customer account through Gainsight on an ad-hoc basis and and review read/click statistics on it."

The CSM's enjoy the read and click statistics on content they send to customers and this would also be a timesaver since we already require them to copy any paste emails into timeline.
Photo of Sai Ram Pulluri

Sai Ram Pulluri, Official Rep

  • 12,396 Points 10k badge 2x thumb
@All, this looks like new feature request, so changing this to an idea post.