JO, Email & Notifications

598 Posts

Keeping a log of which customers/users have been sent comms via Journey Orchestrator

Hello, We are just about ready to start utilizing Journey Orchestrator, starting with a handful of usecases e.g. getting in touch customers who have not logged into our product for X days and sending focused training material to a specific customer group. One thing I have not been able to establ...

Allow for null email fields in a CC for a program

Right now, mapped email fields can’t be null and fail the entire participant. I was working with a customer with a use case where they wanted to cc an email that would sometimes be null. I think its a good idea to fail participants if there is a null mapped email especially if its for the sender or...

What do the images in the Snapshot Mode of program journeys mean?

Sometimes, in the snapshot mode of the program journeys, I see an image of a person with a pulsing red circle. What does that mean and how long should it last?

Mandatory fields in CTA

For the CSAM in Adobe, they would like the team will fill in certain fields when they talk to a customer and close a CTA. However, they are not able to ensure those fields are filled in because there is no setting to set the field mandatory. I believe this is a very common feature that we should con...

JO: when a new contact is added to the participants

Hi all,I’ve just launched the 1st Program with JO and I have a very basic question:the source is a query pulling data from SFDC every couple of days. When a contact that is valid for the query is added to the participant list in the REVIEW status, is there a way to:know it has been added there, mayb...

How can i remove participants from active JO that have "drop" status

As I understand, i am able to remove the participants from active JO by Knocking off “active”, “review” or “new” participants. However, i could not find a way to remove the participants with “Drop” status , which are dropped due to bounced email status or may be unsubscribed, so these are not includ...

Missing token mapping for email variants

In a JO Program, in the “Send Email” option when there are multiple email variants and one variant is missing mapped tokens there is no indication as to which email variant is the issue. What would be great to have is a red identification box around the variant(s) that need to be updated.

Paragraph line spacing in journey orchestrator

It would be hugely helpful to have a line spacing button in the JO template ribbon in order to easily change line spacing in paragraphs on the fly. Right now, it is only doable through HTML code, but it is a frequent action that would be really beneficial if it lived in the template itself.

JO Participant Query

Hi Team, Is there any possibility to remove JO participants from an active program? There isn’t such feature available right now, but can we include it in our roadmap?

Managing Hard Bounces & Validating Emails

We are heavy JO users and are only increasing the number of emails and participants in our programs month over month. Historically, we’ve managed our hard bounces by triggering a CTA to the CSM to either confirm the email is valid and should be removed from the bounce list to attempt to send future...

Using links in Conditional wait after the wait timer

Hi Team Currently we can’t use links in condition wait that comes after the wait timer. Do we have any idea if this can be taken up as enhancement ?Use Case: Trying to configure a program that sends an email and waits 4 days to send a second email If the recipient clicks a link in the email. I see t...

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 progr...

Email Template Performance Report - customize columns

This is a great reference dashboard! One idea to enhance it is to be able to add/remove columns from the dashboard to really customize the metrics that are important to us. Currently, it shows delivery rate, open rate, click to open rate, bounced rate, and unsubscribe rate. It's not clear if the nu...

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?

CSM on PTO

Hello GS Community, Currently we have some concerns where GS automated emails are going out to customers while a CSM is on PTO. We still want the communications to go out, but potentially from a different person. For example, if the CSM is taking PTO for a few days, maybe a week, we don’t necessaril...

JO: If you pause a program and then restart, will the participants get the next email?

We paused a program to fix the auto-reply email after a participant takes a survey. During the program being paused, we had more surveys taken. When we start the program back up, will they receive the corrected follow up email? We want to make sure they 1: receive the correct email or 2: receive no...

JO program CTA creation failing

Hi all - I’m hoping someone might be able to point me in the right direction on this, as I’m not getting anywhere with Support. I have a JO program that triggers a CTA to be created and assigned to a CSM for a segment of survey respondents. The participant list is set up, and I’m seeing no obvious e...

Journey Orchestrator save to Timeline

Would be great if you had the option to save the automated JO emails to Timeline so that the CSM could reference as needed. I'm thinking just maybe a checkbox similar to the Log to Salesforce one.

Failed customers shows as completed

I have created a journey program which has 70 customers , when published the journey- it shows 49 as failed participant with- Participant with unique criteria already exists error.When i look into the total participant list, it has those failed customers on the list with status as completed. I am co...

Email replies on Conditional waits

Hi community,While not new to Gainsight, I’m pretty new to JO, so please bear with me. :)I’m creating an Email Chain program, and while configuring a “Conditional Wait” I see the list of events that are available, and noticed that “Email not replied to” is not an option. Is there any way around this...

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FAQs while configuring JO participants

Which JO Program Analytic improvements are most important to you?

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

598 Posts

Client lifecycle Journey Orchestrator Programs

Following/Unfollowing Company Records

Gainsight Assist ability to add bus org IDs.

BCC on journey orchestrator or allow JO emails to post to timeline

Tracking Attached Files within an Email

Keeping a log of which customers/users have been sent comms via Journey Orchestrator

Allow for null email fields in a CC for a program

What do the images in the Snapshot Mode of program journeys mean?

Mandatory fields in CTA

JO: when a new contact is added to the participants

How can i remove participants from active JO that have "drop" status

Missing token mapping for email variants

Paragraph line spacing in journey orchestrator

JO Participant Query

Managing Hard Bounces & Validating Emails

Using links in Conditional wait after the wait timer

Journey Orchestrator Programs - Send Based on Time Zone?

Email Template Performance Report - customize columns

Allowing calculated field to be tokenized in Email Template

CSM on PTO

JO: If you pause a program and then restart, will the participants get the next email?

JO program CTA creation failing

Journey Orchestrator save to Timeline

Failed customers shows as completed

Email replies on Conditional waits

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