JO, Email & Notifications
Share your questions and best practices on everything related to email for Gainsight CS here.
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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 🙂)
AO Participant Custom Fields - usage reporting
Hello,Recently I learned about the AO Participant Custom Fields object and would like to use it for more efficient reporting than employing data designer or adding to a Load Usage Rule. Does the mapped field update in terms of usage information? For example, on a recent Journey Orchestrator advanced email program, I mapped a field regarding setup of a particular feature; the Boolean field it references is located on the Usage Company Information object. After the program runs I will need to report on conversion, whether this usage field is now true after the participant entered the program. Will that mapped field be updated with current information?
What ID in not supported in Programs or Rules
Hi Team, Currently What ID is not supported in Programs or Rules. We have this functionality in reports to use the What ID . Any plans of implementing in the data sets of programs and rules as well ? In report builder I have this option to map the linked object and when I link it to company person , linked object is getting a look up to company person and I can expand it. When I build a data set in programs using this ‘cockpit associated record’ object, I am not getting this option and I am unable to map to company person and expand the linked object field Use Case : Customer wants to send emails to the persons who are associated to CTA , As the Linked in object is not showing the lookup to Company person its not getting to pull the person details and send emails via program
#2minHowTo: How to create a PX+JO Adoption program
Check out this 2 minute video below to learn how to automate customer outreach to drive product adoption by launching PX engagements directly from a Journey Orchestrator campaign. Include digital and human touches to deliver curated end-user communication at scale and tap into amazing PX+CS potential! This post is part of our #2minHowTo campaign. Make sure to check it out and encourage others to share their expertise! I am nominating @jmobley and @enickels to take up this challenge.
Journey Orchestrator Programs - Send Based on Time Zone?
Is this possible? How are others addressing this? I have two programs running that are mirror to each other with the exception of countries it includes or excludes, and then the rule runs at its local time zone. This has worked well enough but is an added headache anytime I have to update the program, I have to duplicate it twice. However this week we had a contact enter both programs. I'm still trying to determine the root cause, but it would be much easier to be able to just designate different send times within one program. I just attempted to manage it within the Program flow with conditional wait steps but it turns out the first action [i]has to be either Send Email or Create CTA, I cannot place a conditional wait after the Participants (can I suggest reconsidering that, please?). Any other tips or is managing the two programs the only way currently?
Maximizing Customer Success with Gainsight's Journey Orchestrator and Support Ticket Data
Delivering exceptional customer success is crucial for driving satisfaction, retention, and growth. Gainsight's Journey Orchestrator empowers organizations to create effective email campaigns based on support ticket data, enabling targeted and personalized customer engagement. In this post, we will explore how to leverage Gainsight's Journey Orchestrator to drive customer success by gradually increasing the level of help based on support ticket data. Measure Ticket Data and Identify Targeted Customers: Start by analyzing support ticket data to identify customers who surpass a certain threshold related to a specific feature or issue. This threshold could be based on factors such as ticket volume or duration. By segmenting customers based on their ticket habits, you can target those who may benefit from additional assistance or education. Send Relevant Content: Once you have identified the target customers, initiate an email campaign through Gainsight's Journey Orchestrator. Begin by s
The importance of testing automated emails
When creating emails for automated journeys, it’s important you take a moment to preview and test the email to make sure everything works as expected. This is especially true if you plan to use images in your emails or perhaps even use tokens to imitate a member of your team or create personalized emails.Here’s a bad example of an email I received earlier today from my local car dealership (anonymized): As you can see, there are three different font styles and sizes used within the first two lines of the email.Emails with images also come with their own set of challenges. For example, I recently created a new email template that didn’t show all of the images when customers received it. The fix was to ensure that all the images were uploaded the same way rather than being linked to several sources. The best way to test any email is to use built in preview functionality on your email editor, send it to yourself and maybe even leveraging third party email validation tools to see how it is
Error: Sending email failed with errors Service Unavailable at step
Hi GS Community! Have you encountered an error like this before in Journey Orchestrator? I scheduled an email to be sent out and we received this following. Any tips would be appreciated! “Sending email failed with errors Service Unavailable at step”
Journey Orchestrator- multiple links tracking
Hi Admins! Would you be interested in learning how to track each link exactly when there are multiple links in the email sent? If yes, go through the below content to crack it. Example: Below is the renewal email that we are sending to the customers with three options to select from: As you could see in the screenshot, if a user selects option3 the CSM has to reach out to the customer, regarding the renewal discussion. So after sending the above email, we need to exactly track which link did the user click out of the three links and if the user had clicked the third link, the CTA has to be triggered to the respective CSM to reach out their customer for renewal discussion.. Right now, in JO conditional wait we only have flexibility to track whether The customer has opened the email Clicked any link after opening the email But we do not have information about exactly which link is clicked when there are multiple links in the same email template. This is the same even though enabl
The field "Role" is not queried properly into JO Field Mapping and Conditional Wait step
Hi all, I am playing with Journey Orchestrator and Mapped fields for the Conditional Wait.It seems that the field Role from the CompanyPerson object doesn’t return proper results, in any of the tests I’ve done.I am trying to e-mail only the users that have Admin role, but in the preview they all look as non-admins or all admins. Tests done:I mapped the field Role in the 3rd and 4th step of Participants, both using the Custom Field Mapping and Calculated Fields options. I tried to map the Role field as String and even as Picklist. In the Condition query (Conditional Wait step) I tried with EQUALS Admin, CONTAINS Admin, with capital or small letters, used the word “admin” and the GSID that matched the dropdown row.None of these things work properly.If I change the query to something simpler like “Name = Ester” everything works fine. So GS and the steps are right but this role thing is troubling me a lot.Anyone has a good advice on how to solve it? I hope it’s not a bug… Thanks
Events, Relationships, & JO
We are starting to use Events and I noticed that we can’t do a resolve/lookup to enrich the event against Relationship People, or at least I don’t think you can. What I would like to do is, get an event/webhook and do a resolve/lookup to the matching relationship and then have a JO trigger on that event and email the “Relationship People”. It looks like we can do a resolve/lookup to the relationship, but I am not seeing a way to include relationship people at the JO level.
Are these the only reports available to import into an email template?
I’m trying to add a report to an email template, and that report happens to be a Gauge style report. However, when I try to add a metric report, I see these following options, Gauge not being one of them. The documentation does not mention any specific limitations. I was wondering if anyone else has run into this, or if this was intentional.
JO for Contact Updates
Hi GS Community.I attended a JO virtual class last week and the instructor mentioned that some folks will do a JO and will send a report of our contacts we have for their company. Then the company to review who we show as key contacts and update.(ie. I want to send all my companies a current contact list but when FRED opens the current contacts report we have at the Quarry but when Fred opens the list I provide, how do I ensure the report that Fred looks at is only for the Quarry and is not seeing Barney’s contacts at wherever Barney works)The instructor was not able to provide more information on how to build such a contact report to include in the JO so that when the company reviews who we currently have as contacts they only see their contacts.Does anyone have any suggestions or recommendations on how you send a JO for your companies to review your current contacts?Thanks in advance. (If it’s easier, I can send you my email address)Amy Hollen
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
Journey Orchestrator Analytics Link Click Rate 0%
Hello, I ran a Journey Orchestrator program and have received responses stating that the information is valuable, ect. The email open rate for the Journey is 28% but the link click rate is 0%. Based on the responses I have received; participants have clicked the links embedded into the email. Why am I unable to see the link click rate? I have run other program and saw the analytics of the link click rate and which links were clicked most. Is there a way I can adjust a filter to see the click rate? Thanks,Kaleigh
Digital Customer Success Branding
As we begin to to build our digital CS model, I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!
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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