JO, Email & Notifications
Share your questions and best practices on everything related to email for Gainsight CS here.
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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 🙂)
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?
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
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!
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?
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. :)
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
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
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!
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.
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.
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.
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.
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!
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
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
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!
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.
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?
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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