JO, Email & Notifications

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

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  • 2,335 Replies
seth
Rank
seth
started this topic

Discussion Question!👂 How far have you pushed JO?

What are some of the more advanced JO Programs you’ve set up (like loading activity to a custom object to rely on for XYZ). When have you fe...
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sarahmiracle
Rank
sarahmiracle
started this topic

Tips for QAing/testing JO Programs

I wanted to share some tips on how I go about QAing or testing a Journey Orchestrator program, as it has taken me some time to standardize m...
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J
Rank
Jyothsna
started this topic

FAQs while configuring JO participants

Hi, this video covers the FAQs that usually customers ask while configuring the  participants section of JO program. Please let me know your...
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648 Posts

seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in JO, Email & Notifications

Discussion Question!👂 How far have you pushed JO?

What are some of the more advanced JO Programs you’ve set up (like loading activity to a custom object to rely on for XYZ). When have you felt like you’ve pushed JO to its limits so you can deliver something unexpected?(I take zero credit for this thought -- @kelly mentioned it -- but I’m so curious what people have to say 🙂)

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anirbandutta
5 months ago
M
Shoshin
MelanyShoshin
asked in JO, Email & Notifications

Conditional Wait (link clicked) after a wait timer

Hi everyone!I’m reaching out for help.  My team would like to create a program this way:Email 1A Conditional wait - Link clicked up to 1 day Email 1b (if link isn’t clicked) Wait timer - 7 days Conditional wait - If Link was clicked in 1A or 1b. (the issue is here) If it wasn’t clicked - it ends the outreach Email 2a - If recipients clicked the link  This is the calculated field that was built, however, email 2A is still sent to recipients who didn’t click the link in email 1A nor email 1B Could you please guide me on a workaround for this? Thanks for your support :D 

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M
Shoshin
5 hours ago
M
Shoshin
MelanyShoshin
asked in JO, Email & Notifications

How to build this conditional wait/calculated field?

Hi everyone!I’m reaching out for help.  My team would like to create a program this way:Email 1A Conditional wait - Link clicked up to 1 day Email 1b (if link isn’t clicked) Wait timer - 7 days Conditional wait - If Link was clicked in 1A or 1b. (the issue is here) If it wasn’t clicked - it ends the outreach Email 2a - If recipients clicked the link  This is the calculated field that was built, however, email 2A is still sent to recipients who didn’t click the link in email 1A nor email 1B Could you please guide me on a workaround for this? Thanks for your support :D 

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Shoshin
6 hours ago
J
justynharvey2021Registered User
posted in JO, Email & Notifications

Following/Unfollowing Company Records

Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would b

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P
Shoshin
1 day ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
asked in JO, Email & Notifications

How do you report on individual people who have clicked on links in JO?

I’ve run into just about every roadblock I can think of with this issue. I have a customer who wants to see a report of each individual who clicks on an email sent via Journey Orchestrator.  First, I was told that Email Raw Events was the place to go, which did seem to have the right information at least. However, this object is 5+ years old, and its main identifier is called “Batch ID,” which as far as I can tell doesn’t link back with any newer objects. What I need to do is take the info from Email Raw Events and merge some information from AO Emails into it, but for the life of me I can’t figure out what the common identifiers are, even after exporting a bunch of this data to Excel.  I’ve also tried Email Logs and Email Log V2, neither of which seem to get me where I need either. Help?

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spencer_engel
Golden Ruler
15 days ago
andreammelde
Golden Ruler
andreammeldeGolden Ruler
asked in JO, Email & Notifications

Email Template Link Tracking - How can you track if a link is "not" clicked?

We want to get a wholistic review of all links tracked in an email and how they stack against each other. This include if a link is not clicked. However, all I can find are objects like Email Raw Events that only capture a link, not a list of links tracked. is there a way to get a raw list of links tagged for tracking?

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andreammelde
Golden Ruler
15 days ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
published in JO, Email & Notifications

How to send emails in the JO only on weekdays and skip weekends?

Answer: I have seen this use case and have wrongly used Continue function for this use case, so I want to make sure that others learn from my mistakes . Here is how you can create a program so that you can send it out only on the weekdays: 1. Create a Salesforce formula field in the Customer Info/Company/Account object that determines the day of the week. Formula can be cut and pasted from here: CASE( MOD( TODAY() - DATE(1900, 1, 7), 7), 0, "Sunday", 1, "Monday", 2, "Tuesday", 3, "Wednesday", 4, "Thursday", 5, "Friday", 6, "Saturday","Error") 2. In the participant configuration, add this calculated field: 3. Your handy helper is the Conditional Wait. Say your program looks like this. The first email is sent out as soon as the program becomes active or it can be scheduled to run on a certain date. Point is you can skip weekends in the first step. But once you wait for 2 days, there is no guarantee if that day is a weekend. Either ways, you can have ConditIonal wait at any point during t

123616
A
Team Captain
15 days ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
published in JO, Email & Notifications

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 then a little intimidated by the steps that are involved in making sure everything runs right. I’ve put together a tutorial video below that will hopefully help simplify this process.   The main things to remember: When setting up your calculated field, make sure to set up the filters to associated the Account ID with the Account ID you’ve mapped in your participant sources. Same goes for email address at the contact level.  You’ll want to use this field in a conditional wait in your program. In the video below, I start my query with contacts that have a score below 50. My conditional wait then checks in to see if any contact still has a score below 60 after 7 days. If yes, I create a CTA. If

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andreammelde
Golden Ruler
16 days ago
N
nfcavanaughRegistered User
asked in JO, Email & Notifications

Journey Orchestrator Question

Hello, I have built a JO to send emails to NPS Detractors. The ask from Marketing is to send a specific email template to responses with NPS comments and a different email to ones without NPS comments.  I know that I can’t filter on the NPS Comments text field but wondering if there is another way to do this. Thanks,Nathaniel

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shashanksg
Gainsight Employee: Shoshin
17 days ago
kelly
All Star
kellyAll Star
asked in JO, Email & Notifications

Be able to drag and drop order of Query Builder Filters

I thought I had seen a post about this, but could find anything through search so apologies if it's a duplicate. Having to add new filters to a Query Builder task is a [b]huge pain[/b] because you can't drag the field to where you want it. I have a program running daily that I now need to stop, duplicate, and add a new qualifier to. The new field being 'P.' needs to be in the same clause as H or I. I have to delete J-O to get P in the right position, re-add J-O and their values, and rewrite the logic statement. This should not require this amount of rework. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/qb-a9783948-fee9-4921-b702-48569a59c394-967886644.png[/img]

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A
Team Captain
17 days ago
M
Veteran Rookie
MelissaCVeteran Rookie
asked in JO, Email & Notifications

JO Attachments

Can I attach a deck to an email template in JO? Thanks!

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M
Veteran Rookie
18 days ago
abhishek_sivaraman
Veteran Rookie
abhishek_sivaramanVeteran Rookie
published in JO, Email & Notifications

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 [url=https://community.gainsight.com/gainsight/topics/testing-advanced-outreaches]threads[/url] 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 several steps and finishes the mapping and also syncs the source or has an idea of the fields he wants to bring in from the source. The designer wants to see whether the journey works as per the configuration and wants to do a "Test Drive" with a sample participant and wants to walk through the journey. Currently , there is no easy way to do this without involving cloning of programs and multiple configurations. This has been a recurring pain point which we want to address. PS - This thread is about the program design and helping the designer in evaluating if the individual steps configured in the program

19313
A
Team Captain
22 days ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
asked in JO, Email & Notifications

Picklist GSIDs / Values in NXT

When viewing participants in a JO, picklist GSIDs are shown, when those picklists are mapped as custom fields. Those should be the human-readable picklist value. I don’t believe an Object exists in NXT that allows you to look up the GSIDs of picklist values.    

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spencer_engel
Golden Ruler
22 days ago
R
reganmccRegistered User
asked in JO, Email & Notifications

Struggling with Email Deliverability in JO

We are relatively new to Gainsight CX and have just begun to start launching our first email tech touches in JO. A few of our journeys have 100% deliverability but a few of our other ones really struggle and were receiving nearly 50% bounce rates. I am just hoping to get some insight on what may be the issue for these ones. Is it purely content based? (ie: subject line and copy needs to be better) or is it potentially something else. Contact list should be very clean as it is only for our direct contact with the client who would be receiving all regular comms from the CSM all year. This email is designed to be sent from the same CSM’s email address. I believe our DNS settings are set up properly. We have had much better success launching auto email touchpoints out of PX and I am curious if we would be better off taking all of our journeys into PX and either going with in-app notifications or email from PX. Would love to get some thoughts from more experienced folks! TIA!

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darkknight
ACE
28 days ago
M
Veteran Rookie
MelissaCVeteran Rookie
asked in JO, Email & Notifications

Journey Orchestrator

What is the basic info I would need to build a program in JO?  

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saltamash
Shoshin
1 month ago
M
Veteran Rookie
MelissaCVeteran Rookie
asked in JO, Email & Notifications

JO Journey

How much do you have to build at once?  Can I start building a small program and then add an additional one or would I need to add directly to that first program I built?  I hope that made sense:) We just want to start with a small journey and go from there, so please let me know best practices if possible. Thanks!

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heather_hansen
ACE
30 days ago
M
Shoshin
MelanyShoshin
asked in JO, Email & Notifications

Conditional wait isn't working - Workaround

Hi everyone!I have an issue with one program. The conditional waiter when someone clicks a link isn’t working. The issue has been escalated to Gainsight Support but I need a workaround to make a program work. Basically I would need a workaround that allows the recipient to click on the link to continue on the journey, the conditional was set up was “Link Clicked for Send Email 1A”. Since this is bug, do you know about any other workaround? Appreciate your help! Thank you!

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heather_hansen
ACE
1 month ago
M
Shoshin
MelanyShoshin
asked in JO, Email & Notifications

Is conditional wait working?

Hi everyone!I have an issue with two programs. The conditional waiters when someone clicks a link isn’t working. According to the flow, if I click the link, a CTA is supposed to be created, if the link isn’t clicked, I should receive Email 2. I sent me a test, I open and click the link and I get the Email 2, which means the click link wasn’t read.  Do you know why this is happening? Thank you!

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Shoshin
1 month ago
J
Shoshin
jberberichpaycorShoshin
asked in JO, Email & Notifications

Renaming Script Fields in Journey Orchestrator.

We recently added JO to our services for surveys and I am running into a roadblock when it comes to naming fields.It seems that all of survey results funnel into 1 object which makes it difficult to obtain reporting or to rename using specific fields.Case in point is for String fields.  I have String 1, String 2, String 3 but these do NOT always have the same data across multiple surveys.ex. String 1 could be First name in one survey but String 1 could be Full Name on another.I did not build the surveys like this so not certain if there is a work around or?  

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kelly
All Star
1 month ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in JO, Email & Notifications

Discussion Question!👂 What have you always wanted to try in JO?

I feel like JO can do so much that there’s always ideas bumping around the back of my mind that I’ve never gotten around to trying.For me, for example: When a CSM adds a certain Timeline activity or completes a CTA task, it’s basically a way that they’re manually subscribing a customer to a drip campaign of info about a certain feature.What about you?? What’s one thing you’ve never done with JO, but you think it’d just be so cool?

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lane_h
Gainsight Employee: MVP
1 month ago
dan_wiegert
Gainsight Employee: Champion
dan_wiegertGainsight Employee: Champion
posted in JO, Email & Notifications

Email Logs -> Email Logs V2 Field Equivalency (with my notes)

Gainsight has decided to deprecate the Email Logs object in the next few months in favor of Email Log V2. For context, Email Logs is the original Gainsight email reporting object, and it lacked any external MDA lookups. It was useful for finding non-program sends, and bounce reasons. Email Logs was one of my favorite email reporting objects, because it can show ANY type of email send from your instance.Email Log V2 is even more effective than its predecessor - it has an expanded list of fields on its schema (sourced from Email Raw Events lookups)  and MDA lookups that make it a much-improved analytical resource.Before I get into discussing the basics of Email Log V2, I might as well provide the following “intro to Email Reporting” disclaimer:There are two classes of email reporting objects: Program reporting and Email Reporting All Program related objects start with an AO prefix – stands for Advanced Outreach; the original name for a program. The two most useful AO objects are AO Emai

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kelly
All Star
2 months ago
D
Shoshin
donnamcnamaraShoshin
asked in JO, Email & Notifications

JO Program - User "stuck"

We have an overdue notice program running in Journey Orchestrator - runs fine but looks like we may have one user “stuck” - he’s opened the email 10 times and hit our retailer microsite 3 times today. Is there a way to trigger a program to one individual email? In step 2 of the program, we have email address set as the unique identifier to ensure the same people don’t get multiple versions of the email so manually refreshing eliminates that person from a re-run. TIA!

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D
Shoshin
2 months ago
Wes French
Wes FrenchRegistered User
asked in JO, Email & Notifications

Example NPS Survey Heads Up and Reminder Email Templates

Hello GS Community! Is there a list of example Heads Up and Reminder email templates for an NPS Survey provided somewhere here on the Community? If not, I would love to see some examples that you all are having success with if you don’t mind sharing here. Thanks so much!

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Wes French
2 months ago
M
Shoshin
mknowlesShoshin
asked in JO, Email & Notifications

JO: Best way to include a datasource URL in Email Template?

Hello - I am creating a program in Journey Orchestrator to send out to clients. Each client email will need to have a specific datasource URL. Is this possible with tokens? If not, what is the best way to do this?

3
matthew_lind
All Star
2 months ago
T
twilsonRegistered User
asked in JO, Email & Notifications

Smiley's on the inline survey question

You can add smiley's to your NPS scale on the survey but you can't add them to the inline nps question on the email template. We should have this capability. The smiley faces really help a user understand what their score will represent, especially with such a unqie methodology that NPS has. ​ Possibly in the product roadmap?

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Chelsea.holfield
Veteran Rookie
2 months ago

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