JO, Email & Notifications

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

  • 677 Posts
  • 2,395 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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677 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
9 months ago
M
Champion in Training
MelissaCChampion in Training
asked in JO, Email & Notifications

JO - Insert Link & Link Tracking

Hi There!I normally send our decks via attachment in JO Template, but I want to send the next one as a link…How would I do that as well as set the link tracker?Can you send me snaps or an example?Thanks so much!!

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romihache
Veteran Rookie
4 hours ago
A
aniazRegistered User
asked in JO, Email & Notifications

JO in renewal notifications

Hello, a newbie here but I thought I would ask…Anyone using JO for auto renewal notifications? I wonder if I can set up JO so it sends renewal notifications to our clients 90 day before the date? However what I would need to have included in the notification is a different pricing for each of the clients (that is not standard calculation and currently manually calculated to take into account different variables)?Would anyont have similar case study? How did you go about it? 

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romihache
Veteran Rookie
1 day ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in JO, Email & Notifications

Create a C360 Related List for JO Emails as a workaround for not logging to timeline

Those of us who love Journey Orchestrator also feel the painpoint of these emails not logging to Timeline. While there is some good reasoning to consider for why this is not an out-of-the-box feature, JO is an extremely flexible tool, and therefore the decision for whether emails from a program should display in timeline or not should be left up to the GS admin for that instance.Regardless, if you’re like me and need to show your CSMs automated emails but don’t want to do the heavy lifting of syncing to SFDC > back into Gainsight Timeline, a great workaround is to create a report and display it as a related list in the C360.Here’s how I did it:Used the AO Emails object In the “Show Me”, included the fields Created At (which is the Sent Date), Email Template Name, Full Name (Gs Participant Id → Full Name), Recipient Email Address (Gs Participant Id → Full Name), Email Opened, Bounce, Text BodyIf you wanted to go a step further and limit the return of records to a specific program, yo

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anirbandutta
2 days ago
S
sarah.kenneyRegistered User
asked in JO, Email & Notifications

Message Triggered Content Policies

Hi All,One of my Customer Success Managers received the following message when logging an email to Timeline through Gainsight Assist (Outlook):“This message triggered content policies. Contact your administrator for further information”Does anyone know what could be the issue here? I’ve checked the file size limitations, and the email did not go over those size limitations. Thank you for any insight!

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S
3 days ago
M
Champion in Training
MelissaCChampion in Training
asked in JO, Email & Notifications

Creating Template in Success Plans

Where do I build templates for Success Plans?Thanks:)

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M
Champion in Training
8 days ago
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Jordan FilipRegistered User
asked in JO, Email & Notifications

Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

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K
Veteran Rookie
9 days ago
alylo
alyloRegistered User
posted in JO, Email & Notifications

CS at Scale - Suggestions for Translating Content?

Question for those who are expanding their low and tech touch CS capabilities!Many of us are creating more digital content to increase customer coverage. A challenge arises when you have significant customer presence in multiple countries and across languages.Does anyone have suggestions on how they’re getting content into multiple languages (whether onboarding, adoption, campaigns, etc.), besides asking fluent employees to translate documents constantly? Any suggestions on a service or consultancy who specializes in tech savvy translations? Ideally looking for a solution with professional results, so it doesn’t look like we used Google Translate. :) 

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alylo
9 days ago
diane_morneau
Shoshin
diane_morneauShoshin
asked in JO, Email & Notifications

URL support and pre-filled survey responses in surveys

We are planning to use a survey to allow customers to pick the mailings they are interested in. This is part of our approach to GDPR, to allow the customer to provide more granular instructions on what they want to receive than just opting-in or out of everything (see enhancement request from a year ago). While at it, we would like to give the customer the opportunity to validate and adjust if needed their private data. I have not found a way to do the following... Can surveys be enhanced to... (1) be able to insert links in a question or associate a link to the picture... to allow the reader access to links where they can check out complementary information before they respond. So in this case, I would point to urls where they can view samples of the mailings offered. (2) to allow a response to a question to be prefilled with a token? This would allow us to present the current information when revalidating private information. Thank you for advising with an ETA

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S
14 days ago
K
KaleighShieldsRegistered User
asked in JO, Email & Notifications

Can you configure a conditional wait to trigger a follow up email if previous was unopened?

Hello GS Community! I am struggling with configuring conditional waits. My intention was to have a follow up email sent three weeks after (21 days) to participants who did not open the original email. I added in the wait timer, adjusted the event fields to equal not opened after 21 days but when I ran the program, the follow up email was sent to all participants in the journey after 12 hours. So, all participants were sent both the original email and follow up email regardless of if they opened the email.  Can anyone provide guidance here?  Thanks,Kaleigh 

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matthew_lind
All Star
16 days ago
C
Shoshin
Chae StewartShoshin
asked in JO, Email & Notifications

Using Journey Orchestrator to send a monthly customer newsletter

Hi All,I’m wondering if anyone has experience utilizing JO to send a monthly customer newsletter. I don’t know that JO is a great medium for this, but I’m curious if any creative folks out there have made it work. Any tips or advice would be much appreciated.Thank you!

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C
Shoshin
17 days ago
S
Shoshin
sverbanicShoshin
asked in JO, Email & Notifications

Email Template Token

We are trying to insert a token into an email template and receiving an error.  Could using a calculated field from the Relationship object be the problem?

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ssamarth
Gainsight Employee: Rookie
17 days ago
G
gabmorrisRegistered User
asked in JO, Email & Notifications

JO Survey Program - unable to see preview or receive test email

I have created a survey in Gainsight and an email template that contains this survey. For my program, I have chosen a customer satisfaction program and inputted participants via CSV file.I haven’t received any of the test emails (I’ve clicked the ‘send to me’ button several times throughout the day), and when I preview the email from the participant's view, it is unable to load the preview. Is there something I am doing wrong? I don’t want to send the email unless I can get the test email so I can make sure the survey link works.  

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ssamarth
Gainsight Employee: Rookie
17 days ago
alex_legay
Team Captain
alex_legayTeam Captain
asked in JO, Email & Notifications

Multiple CTA actions per Program step

We have a scenario where it would be beneficial to apply filters to assign a different version of a CTA based on filters. In our case, it would be to assign the CTA to a different CSM(or user group) based on filters that define which CSM/user group should get the CTA.This can already be done using conditional waits but it would be must easier if you could just expand the CTA step to apply different version with filters. I am imagining it to be like adding multiple CTA actions to a rule with different filters in the action steps for each CTA and then have a default CTA step in order to catch any that don’t match the filters. Doing this in one CTA step would save a lot of time vs setting multiple conditional waits for each time you need to assign a different CTA or to a different CSM/user group. This would solve this issue as well. 

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sarahmiracle
All Star
20 days ago
puna
Shoshin
punaShoshin
asked in JO, Email & Notifications

Gainsight Assist Chrome Plugin: Unable to Get it to Display Consistently

Hi all, Anyone else experiencing issues with getting the chrome plugin to show/display consistently? Multiple refreshes along with uninstall/re-installs don’t fix the issue. I have a hunch it may be due to Okta, but my tests show it’s still not visible even after logging in via Okta.  We’re using the latest version (1.3) and Chrome is up to date (Version 87.0.4280.88 (Official Build) (x86_64)). It seems to show up and disappear on its own and I’ve yet to figure out why. 

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jrich
Shoshin
21 days ago
RoxConroy
Shoshin
RoxConroyShoshin
asked in JO, Email & Notifications

Will cloning a template with a Button Generate the same Click ID?

Hi Community! I couldn’t find anything in the documentation, so I thought I’d ask here. When you clone an Email Template for a new program, do you have to manually re-create a button in order for a new ID to generate?We were getting some weirdly high click through rates only to find out that the HTML in the January, June and July Buttons all had the same Click Id, which was inflating our numbers. 

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RoxConroy
Shoshin
1 month ago
D
Shoshin
donnamcnamaraShoshin
asked in JO, Email & Notifications

Use of Gamification?

Has anyone tried or successfully use gamification type emails around usage? I’m thinking something along the lines of the Peloton app, where you have streaks and get emails with congrats on your 100th or whatever ride? In this instance it would send messages around you’ve logged in 5 days or something like that. TIA! 

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D
Shoshin
1 month 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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angela_domenichelli
Champion
1 month ago
M
Shoshin
MelanyShoshin
asked in JO, Email & Notifications

Changing Play Name

Hello everyone!My team would like to change the historical names of our plays to be consistent. Is it possible to change historical play names in JO? We are wondering if this could impact the database in JO, plays ID or any other direct impact.  Any insight/suggestion is welcome. Appreciate your help!Melany 

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anirbandutta
1 month ago
zdsiegert
Veteran Rookie
zdsiegertVeteran Rookie
posted in JO, Email & Notifications

JO Program - Participants stuck in 'New' state

Writing this post so anybody who experiences this in the future can avoid the stress!  JO Programs Participants can stall or get stuck in the ‘New’ state for a period of time (usually minutes but sometimes hours if a large number of participants) due to Gainsight backend queuing delays.  This has only happened to me once in past year of JO Program management where I’ve sent out hundreds of programs so it is rare.  Details into Participant States here: https://support.gainsight.com/Gainsight_NXT/Journey_Orchestrator_and_Email_Templates/Programs/Program%3A_Participant_Activity_FeedThanks to @sarahmiracle, @kstim , and @dan_wiegert for the info!

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K
Veteran Rookie
1 month ago
A
Gainsight Employee: Shoshin
AbidGainsight Employee: Shoshin
asked in JO, Email & Notifications

Improve/update the wordings of popup on the Query builder task deletion scenario in JO Proggrams

Hi Team, Currently we are providing a popup when we click on delete for task in query builder of a JO program. it would be really helpful if we can improve/update the wordings so that the users get to know the impact of deletion on JO program. i.e if the task is used in participant mapping   that the mapping will be lost. 

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A
Gainsight Employee: Shoshin
1 month ago
M
Champion in Training
MelissaCChampion in Training
asked in JO, Email & Notifications

Email Template - Mapping

Are you able to map something that is tokenized from the template directly or do you have to create a program and upload participants first?Hope that made sense:)

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M
Champion in Training
1 month ago
zdsiegert
Veteran Rookie
zdsiegertVeteran Rookie
asked in JO, Email & Notifications

How long until Journey Analytics Reports are available?

Hi community! How much time does it take until Journey Analytics are available for a JO Program?  I have seen data populate in a matter of minutes and at other times it can take hours before some data is populated….any idea why or what the expectation should be?  

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zdsiegert
Veteran Rookie
2 months ago
M
Champion in Training
MelissaCChampion in Training
asked in JO, Email & Notifications

Success Plans & JO

Can a JO program be triggered by an Objective in a Success Plan?  For example, if we wanted to send a “Client Kick-Off” email once the Client Kick-Off objective start date occurs, would we be able to do that from Success Plans?  I hope that made sense:)Thanks!

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M
Champion in Training
2 months ago
zdsiegert
Veteran Rookie
zdsiegertVeteran Rookie
asked in JO, Email & Notifications

Email Open Rate at the Customer Level

Hi Admins!  I am looking to determine which of our accounts are most engaged with our Emails sent via JO.  Has anybody built out a report to determine the email open rates for accounts in a defined time period?   If so, which object did you use and how did you configure the fields?  Looking for something like the below for this year:Account 1 - 100 Emails Sent - 20 Opened - 20% Open Rate

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sarahmiracle
All Star
2 months ago

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