JO, Email & Notifications
Share your questions and best practices on everything related to email for Gainsight CS here.
- 629 Posts
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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 🙂)
Hi,Just wanted to know if this would be a possibility or enhancement in the future? When using the Gainsight Outlook Add-in, the ability to choose the related account names that pops when linking an email, must also display the BusOrg in addition to the account name in the list to facilitate choosing the correct Account/BusOrg. Appreciate any help for the same or if this will be enhancement in future changes. Thanks
Hello,I have a question about the JO program and if there are plans to enhance the conditional wait to allow us to select multiple dates for the reminder email? Currently, under the conditional wait, we only have the option to select how many days before we send the reminder email and how often to repeat it. This is challenging when our survey is only out for 2 weeks and this limits when we can send it out. Ideally, it would be nice to be able to see the exact date when the reminder emails will be going out and the flexibility to pick and choose the date we want the reminder emails to go out. Thanks!
I feel like this suggestion might already be on community but I couldn't find it...currently add CC field to Emails in Programs is only possible if the Email Template is Operational. We would like the ability to add a CC to Non-Operational emails as well from time to time to include an internal reciptient.
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
SFDC edition: Creating a running list of Email Assist email templates vs. JO templates. Email Assist: You can't specify the sender in the email assist. Email will be triggered with the name of person who triggered it.The use case would be mostly about sending from a generic email address (eg. firstname.lastname@example.org) JO: You can. Email Assist: You can only add tokens that are in fields of CTA/Account/CustomerInfo/User objects in the email assist (you can't add opportunity fields right or any other object field in the email as tokens) JO: You can. Email Assist: You can add cc to the email but it can't be a field (csowner, opp owner, account owner); JO: You can However, I found out that there is a workaround for #2 to add associated fields in Email assist : Say you want to add a field from the opportunity object to an Email Assist Step 1: Add a formula filed on the CTA object & using advanced formula you can populate it with any field on the opportunity object (eg Subscription ARR
Hello everyone. Can someone please help me to set up an e-mail? I am trying to add the e-mail template in the Program, I fill out all the required spaces but I get this message: Error Message: Please enter a unique step nameI’d appreciate any insight, help or ideas on this. Thanks.
Hello, I’m fairly new to Gainsight so this is most likely a newbie question, but I need some help with the “Following” functionality. I’ve noticed that whoever is assigned as the CSM to an account is automatically marked as “Following” that customer on their C360 page. This in turn provides notifications to the CSM, which I know can be adjusted in their notification setup. However, what I’m finding is that even when we switch an account from one CSM to another CSM, the original CSM is still marked as “Following” that customers. This causes issues since the original CSM no longer needs to receives notifications for that account. I know that it can be changed manually by going into that account and just clicking the button. Is there a way to have this change automatically or update it in bulk? I know I can generate a report to see who is following who. I also checked the Mass Edits functionality and didn’t find anything. In most instances this won’t be necessary, but occasionally would b
Hoping to get some insight on filtering a report in JO. This program is going out to a specific set of internal contacts. A filter needs to be applied to the reports for a particular date however the filters in JO only applies to fields in the particpants source.
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 included again and again as participants, in the scheduled JO. In addition i would also like to REMOVE the failed participants from this JO also. My JO is recurring JO, and fetches new participants every day and in the Participant activity area, i see these “Failed Participants” everyday and would like to knock these off.
I have created an email template that included several reports, and when I've noticed some errors in the reports, I went back and fixed them. But I've noticed that the new versions of the reports were not reflected in the email template. Is there any possibility to refresh the template without me deleting the reports in the template one by one and re-adding them?
Hello All! I hope I can get some assistance on here with this question. I’m trying to find a way to alert my CSM’s when they have a new account assigned/transferred to them. Currently we sync all accounts from Salesforce to GS, but there’s no notifications received by the CSMs when this occurs. Is there a way i can build a rule, use the J.O, etc to have this function? Would appreciate anyones help and assistance with this build, thanks :)
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 Gainsight community!I have an active play. For next e-mail chain (e-mail #2) I had to update some contacts. I added the new CSV with the new contacts but deleted the old one. Now when I upload the new one, the contacts don’t show. I have 3 questions:Is it bad to delete a CSV when it’s active? The participants in the current CSV (the new one) don’t show. Do you know why and how could I fix it? If I delete a CSV, does it mean that the e-mail #1 will be sent again? Thanks in advance!
Hello community.I am new using Gainsight and would appreciate your guidance with some points, please:In order to distribute a program, the source will be CSV. My team needs to send the e-mail to 10.900 participants. According to this website, we can directly upload a CSV file with a limit of 10K records per CSV, and up to 5 CSVs total can be uploaded to a Program, it means we can send e-mails to 50K participants. I split the CSV with the 10K participants in 2 (5491 and 5492 participant each one). When I scyn the CSVs, the records appear for only one of the CSVs and the other one is in blank (0 participants) but it has 400 failed participants. Do you why this is happening? Could you please guide me how could I upload successfully both files? Thanks for your support.
This is mostly a question for @andutta or @Cornelia but is there a specific community group to post feedback on for the beta testing of Email from Anywhere? Are we just supposed to tag posts with something in particular? At mention particular people? Or just kind of post at will and hope it gets to the right people?I know there’s a form we can fill out but but that so far is very one-directional and doesn’t allow for much community engagement so admins can share their experiences and Gainsight isn’t getting the same questions repeatedly.
I am looking for best practices for organizing Email templates i Gainsight Assist for the end user. We utilize Gainsight Assist frequently but the number of email templates is growing rapidly. The search feature appears to be very limited. Does anyone have advice on how you organize your templates so that the end user can know and quickly access which templates are available? Is there a particular naming convention that has worked for your organization?
I feel like JO can do so much that there’s always ideas bumping around the back of my mind that I’ve never gotten around to trying.For me, for example: When a CSM adds a certain Timeline activity or completes a CTA task, it’s basically a way that they’re manually subscribing a customer to a drip campaign of info about a certain feature.What about you?? What’s one thing you’ve never done with JO, but you think it’d just be so cool?
I had an interesting use case recently that I wanted to share with the community. We leverage JO to send a renewal survey to a segment of our customers, and we use the customer’s Opportunity Stage as a key criteria in the participant source.It’s very common for a customer to be sent a renewal survey, and instead of respond, they reply to the email with an additional question or special note to the CSM, and the CSM picks up the renewal work from there. This isn’t recognized in a survey program, as the customer would continue to receive reminder emails until the survey is complete, so the Opportunity Stage lets us see that a customer is working with their CSM on the renewal and doesn’t need any further automation.Because of this, we create our renewal survey programs as separate JO programs, as currently we cannot configure a Conditional Wait calculated field in a survey program to assess Opportunity Stage before sending additional reminder emails for the survey.However, we were facing a
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 my processes and identify the “best” way for my org to test our new programs before launching.Design your program as you believe it needs to be designed. Create a Clone of the program and title it TEST - [name of program]. This is the program you will use for testing. *Shorten any conditional wait times, wait timers, and/or reminder times to allow for quicker testing Use CSV import to upload yourself as a participant Set your Uniqueness Criteria so that “Participant with same unique criteria can enter after...” SELECT ALL participant states. This will allow you to test multiple pathways as the same participant. Create a QA checklist so you can test scenarios as you go. Some common checklist items for me include “Sender is sent from Sender Email” … “Email template format looks good” … “Mappings worked as expected” … “Survey link worked” … “Survey pre
Hi team, Currently we have a limitaion of not displaying Email templates which has Survey/Report token in the search. https://support.gainsight.com/Gainsight_NXT/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_User_Guide I received an ask from cusomer that, if there is any plan of including templates which are having these token in the near future, If yes, Any ETA?
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