Currently CoPilot allows sending of a templated message to a powerlist of contacts. Due to the "with great power comes great responsibility" aspect of CoPilot, most Gainsight customers limit the use of CoPilot to their Gainsight Admin or operations associate.
However, sometimes CSMs might have an email that they would like to send to some or all of their customers and the current approach is either send individual personalized emails via Outlook/Gmail or send a generic BCC email via Outlook/Gmail.
My idea is to provide an additional layer of access control for CoPilot that would allow all CSMs to create powerlists, templates and outreaches BUT they would only be able to send to their customers (as defined in the CSM assignment field in the Customer object).
This would allow CSMs to send personalized, automated mass emails without concerns that they would impact the entire customer base. I could see this as a huge time saver!
Some use case examples:
- CSM is going to be out of office and wants to notify their customers the week before so they are aware and know who to contact in case they need assistance while the CSM is out
- CSM would like to send a tailored message announcing notable features in a new product release
- CSM would like to invite all of his/her customers in a specific city or region to a local event
- CSM needs to follow up after a system outage or maintenance event
Anyone else think this might be a useful time saver?
Those are just the first concerns I have off the top of my head.
What about a different tactic? How about enabling the ability to create "on demand" power lists or pre-defined powerlists based on a common set of criteria to whom CSMs may need to email regularly (all users, only Admin users, etc) from with a CTA Email Task? (https://community.gainsight.com/gainsight/topics/cockpit-send-an-email-to-a-group-powerlist-of-users...)
Here, you could create one standard Email Template and attach it to a generic playbook. The CSM could simply create a Manual CTA, attach this playbook, then use the Email Task to send the email out to the target list of contacts.
Much better than creating a Mini-Copilot in my opinion.
Just a brainstorm,
Elizabeth
One of the concerns I would see with accomplishing the outreaches I'm thinking of via a CTA would be that CTAs live on individual customer accounts, so I'd have to manually create a CTA for each customer that I'd want to send the template out to.
And I'm totally agreed with you, Jeff, that full CoPilot is going to be more complicated than the average CSM would be able to effectively learn and use. Maybe it would be as simple as simply defining a list of contacts with less options that are in the full powerlist? And then being provided an email editor where the message could be typed or pasted in, with ability to add tokens so the message could be personalized?
This is a great idea, Karl! Would take care of the majority of use cases I can think of. Awesome!
Email Assist is a non-starter because you have to create one CTA per account and manually address/token each one. So, the email template doesn't save much time and requires configuration time by either the Admin or CSM to trigger the CTAs.
I still like the Mini-CoPilot idea, assuming it would sit separate from CoPilot (i.e. not clutter the official CoPilot outreaches).
- Don't want to create 30 CTAs in order to reach out to their 30 customers
- No other way to get a Gainsight email template in front of CSMs besides individual CTAs per company (we've stopped providing email templates through Gainsight because it's, by far, not the most efficient option).
- Most our CSMs are working around the limitation by creating one CTA, grabbing the verbiage from the email template and then sending from their own email. Not only do these not get tracked in timeline, but there's risk that they may forget attachments or other important info in the copy/paste.
The ability to define preset powerlists would be an added bonus! (as long as they have the option to send templates without a powerlist and just type in email addresses, as well).
Any chance this feature has made it's way to a roadmap?