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JO, Email & Notifications

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

  • 488 Posts
  • 1,813 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
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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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488 Posts

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imran1184 Gainsight Employee: Veteran Rookie

Is it possible to set it up so all contacts from certain companies are CC’d on the email vs each contact receiving their own individual email?

I am working with a customer in which he has below query. Putting in customer’s words only to make it more clear.  ‘I researched around on the support site but couldn’t find an answer on this so wanted to see if this is a possibility. For Journey Orchestrator, when sending out emails, is it possible...

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3 days ago
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maasplund Shoshin

Click Through Tracking - Email Assist
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Hello,   I am wondering whether click through rates are tracked via Gainsight or through Email Assist, and whether they should always be accurate or if there is a known discrepancy? I know there is a known discrepancy for open rates due to the end recipient having to download images. However, I have...

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3 days ago
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TalAmor Gainsight Rookie

Using JO to create Informative Email Notifications about CTA Creation
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Hey all, We had a few users state that the email notification they received whenever they had a CTA assigned to them did not contain sufficient information. Therefore, we thought about using the JO to compensate for that. We thought about creating a program that we launch whenever a CTA is assigned...

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3 days ago
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wmurthy Shoshin

Is it possible in Gainsight to send weekly messages related to CTA?
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I want to create a process where users are able to create a CTA  related to Critical Accounts. I want the ability to send a recurring reminder email to the CTA owner to provide update. This is different from the CTA due date.  How do I do that?

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3 days ago
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tony_tao Team Captain

Attach link to CTA in JO Program/Email Template
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We are looking to send an email alert to CSM Managers anytime a CTA is moved to a “blocked” status. Is there a way to add a link to the CTA in the email template? This would allot managers to click into the email and go directly to the Gainsight CTA for additional details. I don’t see a correspondin...

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4 days ago
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nitisha_rathi Gainsight Employee: ACE

JO Program analytics

Hi All, We are working on improving JO Program analytics - both individual program analytics and aggregated analytics across all program. It includes improving existing reports, adding new reports and adding better drill-down options. What are the changes you would like to see in program analytics?...

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4 days ago
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kelly All Star

Soft bounce replies do not return to the Reply To address

Has anyone else experienced this? For some of our programs, out of office/automatic replies are sending to the From Address and not the Reply To address. Is this common - and is this as expected?

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5 days ago
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wmurthy Shoshin

Is there a way to send periodic emails to non-Gainsight users?
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We have many folks in the Sales community who don’t have access (or need) to use Gainsight. However it helps for them to be aware of the Customer Health Score especially when they are meeting with Customers.   Is there any way for me to do this?

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7 days ago
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TalAmor Gainsight Rookie

Assign Account CSM in a JO CTA
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Hello all, I am having some difficulties when creating a CTA which is part of a JO program. I need the CTA to be assigned to each account’s CSM, yet in the default owner field I am not able to select that option, only a specific user. There is probably something I am supposed to add in the sources b...

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11 days ago
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srkardel Gainsight Rookie

Filtering reports embedded in JO outreaches by Data type other than 'ID'

I have run into a problem when attempting to filter an embedded report inside of a Journey Orchestrator Outreach. I am wanting to filter by a 'String' field, but have found that the only data types that I can filter by is of type 'ID'. I have tried using the rules engine to wr...

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17 days ago
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kleasure Veteran Rookie

How do participants end up on bounce list?
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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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17 days ago
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anna_james Gainsight Rookie

Using JO to send quarterly QSR decks to partners
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We are looking for a way to give our Partners access to our quarterly success review decks. The partner can then use the deck to conduct QSRs and feedback via the Gainsight account widget, that sits in our ‘Partner Portal’.  My idea is to use JO to do this. Is is possible to derive a QSR deck and se...

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18 days ago
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pranjalgangrade Shoshin

Gainsight 360 Email
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I am receiving email from Gainsight 360 with the certain reports. The sender of the email is Gainsight Customer Success <no-reply@gainsight.com>. Can anyone help me to find how this type of emails triggers from the org?  

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18 days ago
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Srikanth Gainsight Employee: Shoshin

Can we show which JO permissions are assigned to users in any object?

One of the customer want to build a report to know which JO Permissions are assigned to which user. So there is a ask if these details can be stored in any of the object so that a report can be built.   Is this possible?  

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21 days 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...

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24 days ago
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kelly All Star

Are Programs participant field values static?
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Are field values static - captured at the time of entry into the program - or are they dynamic? If a contact enters on Monday with a first name field value that is modified on Tuesday, and an email is sent on Wednesday including the first name token, will it render the value as it entered the progr...

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25 days ago
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meenal_shukla Gainsight Employee: MVP

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/Co...

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27 days ago
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varun Gainsight Employee: Shoshin

Dropdown field not working in Program Email

Hi Team, I have a use case where in one of the customer is trying to use a dropdown field as a token in the Program email and when testing this, it is giving the GSID and not the Original value. Is it in our road map where we can get the Original value when a dropdown field is used?

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1 month ago
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john_apple Golden Ruler

Confirmation on Filter Setup in Program for Quarterly Sends
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I'm looking to have someone/anyone confirm whether a particular filter I've set up on a Program will function in a way that I want. The goal is sending an email at the end of the quarter for purchases that have been completed that quarter. Since there is no Quarterly sync schedule for Que...

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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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imran1184 Gainsight Employee: Veteran 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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1 month ago
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kara_kogelman Veteran Rookie

Can I use a picklist field in a Formula field in Query builder?

I want to create a formula field using a picklist value in the Query Builder for Advanced Outreaches.  Is this possible or do I first need to convert the picklist value to a number field? 

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1 month ago
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kate_green Gainsight Employee: MVP

CoPilot Templates 2.0 - Link Editor Functionality

With the release of Templates 2.0, we lost the functionality to edit the hyperlink text within the link editor, just by clicking the existing link.  This makes it more difficult to edit links within a template.  Can that functionality be restored?

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1 month ago
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pele All Star

Skipped emails need to be logged somewhere, anywhere

This is an idea that doesn't seem to have gotten much traction, but this is really hurting our ability to rely on Outreach. https://community.gainsight.com/gainsight/topics/have-skipped-emails-recorded-somewhere We have operational communications that we send through outreach, and not bei...

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1 month ago
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kelly All Star

Is there a way to aggregate reporting on Advanced Outreaches?

I have several versions of the same AO due to having to make minor changes to its flow. I'd like to be able to gather the metrics for the emails in a single report rather than having to go into each AO separately - is this possible?  How are other folks aggregating email reporting across the s...

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1 month ago

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