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JO, Email & Notifications

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

  • 484 Topics
  • 1,762 Replies
meenal_shukla
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meenal_shukla
started this topic

Solution: How do I bring the Gainsight email opt out data to Salesforce...

Many customers are using Gainsight as one of the email systems for reaching out to their customers. Their marketing team can be using Market...
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spencer_engel
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spencer_engel
started this topic

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
started this topic

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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484 Topics

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sandeepchidiri Gainsight Employee: Shoshin

Sending emails via JO
Question

Hi Team Currently when a email template is sent via JO it will delivery to the participants as it is, But one of our customer is expecting to deliver the email template as a form of PDF .    The use is case sometimes the email template is not rendering properly in few of the email clients.So if the...

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10 hours ago
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JamieRobson Shoshin

Emails Not Received
Solved

A small percentage of our customer are reporting that they are not receiving some of the NPS Survey emails - checking the JO Analytics, there are no bounces being reported. Is there any further data available within the platform that can help verify this is correct?   We’re routing the comms through...

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12 hours ago
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sainyam_sandhu Veteran Rookie

Updating an active JO survey program
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Is it possible to modify the NPS survey program model once its set to active ? Our NPS program was set to send out reminder emails after every 6 days (I think this includes weekends as well) , repeat twice. But now we have to stop sending reminders to the users of 2 of our accounts. How can I ma...

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19 hours ago
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sainyam_sandhu Veteran Rookie

Clear formatting doesnt work completely for an email template
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I am facing some issues while using emails and their fonts in JO. Seems like its a compatibility issue, I have raised a support ticket as well but wanted to put forth a message here too incase someone else has experienced this before. 1. The email template fonts get are jibberish after the email i...

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21 hours ago
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meenal_shukla Gainsight Employee: MVP

Email tokens in Email Assist

Email assist does not allow for pulling tokens unless it is coming from objects such as Account, customer info etc. Customers want the email tokens in Email Assist to have the same flexibility as that of a JO where you can pull fields from opportunity and other objects looking upto an account. Any e...

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4 days ago
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techtouchtam Veteran Rookie

Email Opened Conditional wait failing due to no image download
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Has anyone found a good solution around customers not downloading images, thus eliminating the ability to see if they opened the email?   Problem: we are sending a notification about renewal to a customer, and want to send a followup if they have not opened the email. We are finding that even some f...

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5 days ago
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techtouchtam Veteran Rookie

removing contacts from active program (sync an active program)
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So I have a program that is scheduled on Tuesdays. I want to sync the program on Mondays, manually so I can see who would be sent the program on Tuesday, giving myself the option to knockoff or remove participants.   My question, is there an easy way to do this? If I sync the source manually will th...

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8 days ago
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dan_ahrens Gainsight Employee: ACE

Gainsight Virtual Advisory Invitation - Journey Orchestrator

Hi Community!   We are hosting a special Virtual Customer Advisory Meeting on Tuesday, February 25 at 11:30am EST/8:30am PST, for one hour. The theme will be dedicated to Journey Orchestrator and how Gainsight admins and end users interact with this specific feature area. We'll also be sharing a sne...

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16 days ago
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anna_james Shoshin

Schedule participants in JO more than once a day
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Is it possible to schedule in JO more than once a day? We are about to embark on a program for our CSMs to follow-up with customers on Relationship survey feedback via an external tool (data sits on the response object in SFDC). We are a global company, I’d therefore like to see the ability to sched...

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16 days ago
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ana_g Champion in Training

Add option to trigger events in Email Chain once participant completes program
No Status

I would like the ability to trigger actions once an email is sent to a user without having to write a separate rule to do so based on Email Logs object.  For example, once a user receives a certain type of email,  I want “Received XYZ Email?” to be updated to True for that account. To do this now it...

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19 days ago
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imran1184 Gainsight Employee: Rookie

Allowing calculated field to be tokenized in Email Template

I am working with a customer in which they mapped Calulated field in the email template. For now I got to know it is not supported. Is there any chance we can support such functionality in future?

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19 days ago
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mit1825 Shoshin

Customer Lead Communication
Question

Our CSM team has a great hold on Journey Orchestrate and other email tools from Gainsight to start communication with customers but we are struggling when a customer starts the communication with the team.  This is only an issue as we continue to scale to our lower segmented customers who do not hav...

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20 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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20 days ago
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manmeet_dosanjh MVP

Journey Orchestrator - Email Send and IPs
Solved

Hi!   I couldn’t find this in any documentation but I was wondering if GS uses a 3rd party company to actually send emails set up in Journey Orchestrator? Is it the same IP as other programs installed on our Salesforce instance?    I’m asking because our marketing team took over some of of our Onboa...

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22 days ago
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JamieRobson Shoshin

Re-send Survey
Solved

I often need to re-issue the NPS survey that’s been sent via Gainsight - the only way I’ve found to do this so far, is to create an entirely new distribution list. Is there a way that I can simply resend to an individual who’s already been included within a Program? I have a feeling the answer is no...

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26 days ago
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kleasure Veteran Rookie

How do participants end up on bounce list?
Solved

Hi,   We’ve never sent any emails to clients through Gainsight before. In preparation to do so, I created a participant list though a data set in JO to pull all contacts at active accounts. The participant list returns 55 failed participants due to “Participant part of Bounce List.” Why would this b...

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27 days ago
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meenal_shukla Gainsight Employee: MVP

Solution: How do I bring the Gainsight email opt out data to Salesforce?

Many customers are using Gainsight as one of the email systems for reaching out to their customers. Their marketing team can be using Marketo and their Sales ops team may be using a CRM such as Salesforce to email contacts. A recipient, technically can opt out of Gainsight but how can we bring that...

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1 month ago
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imran1184 Gainsight Employee: Rookie

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

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 month 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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1 month 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...

47 1
1 month 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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1 month ago
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kleasure Veteran Rookie

New to JO Surveys- best practices needed
Solved

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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1 month 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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1 month 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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1 month 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

39 9
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1 month ago

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