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?