Would like to be able to send a survey from Cockpit/new "Email Assist" Playbook task
I've spoken with two companies that would like their CSMs to be able to send a survey (after onboarding or training for example) via the new "Email Assist" task from within the Playbook on the CTA in their Cockpit. These are specific situations where an automated survey is not appropriate. Having this option would provide the extra control needed for a segment of customers to validate that the timing is actually right as well as customize the email as appropriate.
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Use Case: End-of-onboarding survey; customer is transitioning to Adoption. Can't automatically pull a list of contacts from anywhere, using CoPilot, since the set of individuals who were most involved in the onboarding process is different from the primary stakeholders, different from the purchasing decision-makers, etc. And, I don't want to set up a whole set of Account Contact Roles specifically for this one survey, and then design & enforce a process to make sure that they're filled out before a customer is moved out of Onboarding. It's far easier to use Email Assist for the a CSM to send the survey to whoever they choose manually.
When I click the link, I get an "Invalid Participant" message, because no participants have been loaded into the survey. Potential solutions I've thought of:
We have our post-onboarding survey built in SurveyMonkey for now, unfortunately, and use the 'custom data' URL query string to record the Contact ID with the survey. In Email Assist, I insert the Contact ID into the link to the SurveyMonkey survey.
We did introduce in this last release the ability to trigger the survey process in Advanced Outreach based on an event (docs contains an example using the Events framework with cases) to give more options on 2.
For this particular survey, we don't include an NPS question, and we don't load the results into Gainsight, so we don't trigger any CTAs/Copilot/Health Scores. Those are all substantial limitations, but one our Implementation Manager is willing to live with for now, since the volume of survey results is small enough that she can easily follow up personally when need be.
While I am not 100% on this, I don't believe you will be able to use a generic survey link. I assume the link will be generated based on the contact you are sending the email assist email to, kind of like how it is done in CoPilot. That way we have a contact/account id to log the response.
Right now, they have to delete that sentence from the email and/or paste in the link separately.
Does the survey have to be specific to email assist? Trying to send emails to non-enterprise clients via CoPilot Outreach then send to enterprise clients via Email Assist, with same survey link.
This was released. You should be able to add a 2.0 email template with survey link/button to a playbook and map it to a specific survey. The link is autogenerated based on the contact added.