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JO, Email & Notifications

Share your questions and best practices on everything related to email for Gainsight CS here.

  • 471 Topics
  • 1,728 Replies
spencer_engel
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spencer_engel
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Time to get with the Program: Four Reasons to use Programs Instead of o...

Time to get with the Program: Four reasons to use programs instead of outreaches   Our Journey Orchestrator Program feature has been release...
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gainsight_community
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gainsight_community
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Journey Orchestrator: Editing Permissions

Can a Gainsight Admin edit a JO Program that was created by another Gainsight Admin?Admins can be given permission to create and edit Progra...
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gainsight_community
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gainsight_community
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How to Review the Data Source of All Power Lists

 [Note: this info is based on an internal how-to conversation which we thought might benefit others in the Community!]To review the data sou...
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471 Topics

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sahil_nazir Gainsight Employee: Shoshin

Ability to enable and disable steps after publishing journey

I am posting this on behalf of customer(Alisa) who wants to have ability to enable and disable steps after publishing the journey.  As per the current JO setup, changes can’t be made once the journey has started. Please share your insights!

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52 minutes ago
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imran1184 Gainsight Employee: Shoshin

Is it possible for user to get notified via email when he,himself assigns CTAs

I am working with a customer in which he has automated playbooks that assigns CTAs. He wants email notification even when he, himself is getting assigned CTA. Could someone please tell me if it is possible.    

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1 day ago
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heather_hansen ACE

Copilot Email Formatting

I'm having some challenges with formatting Copilot emails when they include tokens or links. When the email is sent, the tokens and links show up in a different font and size. I've been able to get around it by trying to match the font and size as closely as possible, but it's still noticeably dif...

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2 days ago
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spencer_engel Gainsight Employee: Golden Ruler

Time to get with the Program: Four Reasons to use Programs Instead of outreaches

Time to get with the Program: Four reasons to use programs instead of outreaches   Our Journey Orchestrator Program feature has been released for a long time now. So long ago, in fact, that when it was first released, the Royal Wedding dominated the news, the Golden State Warriors were still a very...

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2 days ago
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kleasure Gainsight Rookie

New to JO Surveys- best practices needed
Question

We’re about to launch our first major survey program through JO, but I’m having trouble figuring out the answers to my questions below just based on the support documentation available:   How do we manually resend a survey if the recipient loses the initial email? How will CSMs and leadership get no...

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3 days ago
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shiv_kumar_katiyar Gainsight Employee: Team Captain

Schedule Program source every 6 month?
Question

  This is a general ask by the user, let me know if it is possible or not?   Basically trying to send an NPS every 6 months to a specific type of contact so I created a program and the list of users is populating correctly however I only see an option to schedule source with months as the longest op...

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4 days ago
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spencer_engel Gainsight Employee: Golden Ruler

How to use Calculated Fields in Journey Orchestrator Programs

One of the most common questions I get during Admin Office Hours is “How can I account for updates to participant data mid-stream during a Program?” When I explain to Admins that we have a feature for this called Calculated Fields within the Program setup, they often seem pleasantly surprised but th...

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8 days ago
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elisa_pelegrina Veteran Rookie

Gainsight tracking in emails causes error

Not sure if anyone else has come across this issue before, but we have noticed that if we add the Gainsight tracking links into emails when a customer clicks on the link they are taken to an unsecure page - screenshot below. Does anyone know a way to prevent this from happening?

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10 days ago
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elizabeth_adams_c593ee MVP

Text Only CoPIlot Email
Solved

In doing some testing through more some preview tools, it looks like a user who views emails in text only isn't getting any content. Is there a way to control 'text only' content in CoPilot? Thanks, Elizabeth Adams

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11 days ago
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meenal_shukla Gainsight Employee: MVP

Is there a way to pull a full list of blacklisted emails + reasons?

Create a report in report builder using the Email logs object. Pull in account name, email, contact name, triggered date, and Event Reason set a filter for event reason != null

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15 days ago
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lyne_therien_4d94b5 Veteran Rookie

Opt-out language not showing in email when template is sent from a CTA though the new feature "send
Solved

Greetings, I updated a few email templates by mapping the tokens inside the template itself (great new feature!). The Opt-out settings are set. I have a category and a page identified. When I send this email through "send email" inside a CTA (another great new feature), the resulting emai...

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15 days ago
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chethana Gainsight Employee: Rookie

Scheduling tools
No Status

Hello All, I’m a new Gainsight Product Manager and I want your inputs regarding the Email scheduling tools you use today. I am looking for information about these tools, including what do you like? Is there one feature you would love to have in this tool?  Please fill in this sheet or drop me a repl...

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15 days ago
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meenal_shukla Gainsight Employee: MVP

Email Templates in Email Assist Vs Journey Orchestrator

SFDC edition: Creating a running list of Email Assist email templates vs. JO templates. Email Assist: You can't specify the sender in the email assist. Email will be triggered with the name of person who triggered it.The use case would be mostly about sending from a generic email address (eg. custom...

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30 days ago
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abhishek_sivaraman Gainsight Employee: ACE

Testing Programs/AOs - Program Design Testing

Hi, We are looking at introducing the ability for helping admins do a test run of a program. There have been several threads discussing on the same and several aspects to this. The problem we are trying to solve is as follows -  The journey designer configures a complex program spanning seve...

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1 month ago
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imran1184 Gainsight Employee: Shoshin

Can more than three emails be added in 'Email copy to' field in a Program?
Solved

I am working with a customer in which he has a query asking if there is any possibility we can put together multiple emails as a single bundle in ‘Email copy to’ field. Which will allow more than three emails in that section.

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1 month ago
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sudhakar_ravuri Gainsight Employee: Shoshin

Recipient full name is picked in the email assist page for CSM who is the sender
Acknowledged

In the email assist task page, as per our product design, is taking the recipient full name in the token 'User->Full Name' which will not be available in the user object and thereby throwing this error. This User→ full name mapping is of the CSM who is sending the email. But as mentioned above, r...

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1 month ago
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megan_germann Gainsight Rookie

A/B testing
Solved

Is there currently a way to A/B test emails for surveys? It would be great to be able to send out 2 email options to then track which had a better open rate.

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1 month ago
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jake_smith Champion in Training

When will tabular reports in Email Assist be supported?

The ability to send a compact tabular report via Programs is a great enhancement. Is this on the roadmap for other forms of communication as well? I.e. Email Assist

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1 month ago
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kendra_mcclanahan Gainsight Employee: Veteran Rookie

How-to: Using Journey Orchestrator to Send Reports to Internal Users & Managers

One of my favorite features of Journey Orchestrator is the ability to deliver reports directly in our management teams inbox, first thing Monday morning! I thought I’d share how we’re doing this at Gainsight and would love to hear additional use cases that you have for this feature! Use Case: Our CO...

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1 month ago
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john_apple All Star

Can custom mapped fields in Programs be reportable from Survey Response data?
Solved

We have a survey that is related to Renewal opportunities. When a customer replies, we have a process to update Opportunity or to create a CTA for follow-up.What I’d like next is a way to build a report that has the survey responses and the associated opportunity record.Within Programs, we can map t...

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1 month ago
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elisa_pelegrina Veteran Rookie

Jo Email Templates: Unable to edit all text

Whenever I need to edit email templates, all or a portion of the text, there is an issue that does not format all the highlighted text and you are forced to make the same edit multiple times. Video of the error here.

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1 month ago
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darkknight Grand Slammer

Advanced Outreach details/model screen - Save/Cancel buttons are out of view

I'm wondering if I'm the only one having this issue (on Chrome on a Macbook), because I would have thought it would have been posted here by now, if not. On the Advanced Outreach Details/Model screen, the Save/Cancel buttons are out of the browser view when I am viewing browser at Actual Size - whe...

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1 month ago
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amanda_neil Team Captain

Batch Email with Journey Orchestrator
Solved

Can someone tell me or share the how to information on sending a batch email (one time only) to a customer?  here is what we would like to achieve: Email would be sent in batch to customers with a CSM assigned.  It would look like it came from a CSM. Customers email addresses, would use similar to w...

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1 month ago
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kypowell Shoshin

Does JO only permit sending to SFDC Contacts?
Solved

Hello - We have some products that are not yet on Gainsight, but we would still like to send outreach to them via JO. If I upload a CSV, will this fail if it cannot find a record for them in SFDC? Trying to understand if I cannot send it to customers using this product if we don't have it on...

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1 month ago
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meenal_shukla Gainsight Employee: MVP

The ability to send internal users an email via the Journey Orchestrator is a game changer!

…and it is coming in the Apr 9th release! I have seen multiple customers ask me questions along the lines of sharing relevant information to internal users (key stakeholders). These stakeholders may not be CSMs and may not have CTAs assigned to them but they nevertheless need to be notified of criti...

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1 month ago

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