Topics started by elizabeth_adams_c593ee
Hi - I'm struggling to export a report on email activity spanning several months. I can run the report just fine, but when I get to export, I get a failure message. I've figured out that it's failing due to file size (not that the message is explicit). Is there any way to know when the file size is too big? The message when I execute the export looks like a confirmation, but then the report itself fails. It's been really frustrating to change the criteria, run the report, wait to see if it will go through, rinse and repeat until I get a report I can open. Is there something I'm missing? Thanks, Elizabeth
Email Assist Using MDAAcknowledged
We have a rule that runs from data in an MDA and creates a CTA when executed. We would like to create an email template for Email Assist, but some of the key data points are in the MDA table and the template seems to only map to SFDC native elements. Is there any plan to expand that capability? Thanks, Elizabeth
Add 'Goal' to Reporting capabilityUnder Consideration
We have a lot of dashboards that show us levels of activity and how our metrics look. One element that would be really helpful is to have the capability to include a goal in the report. Some sort of manual line created that show how our metrics measure against what we're trying to achieve.
I know there are several posts out there about this, but are there any updates about the possibility of expanding Email Assist capabilities? We have lots of use cases for this functionality, but are significantly limited by two things: 1) The limitation of only sending an email once per CTA. 2) Having to associate a CTA with a specific account. We want to open up limited functionality to allow CSMs to send certain templates to their clients or to Power Lists. Right now, we have to give them access to everything or nothing. Any updates would be much appreciated.
Program ActivityNo Status
It would be really helpful to add Open and CTO stats to the Program Activity view. In an email chain, I would like to see: Are open rates dropping off? Is there an email in the chain that gets better CTO? more comparative numbers would be really great in this view. Thanks, Elizabeth
Hi - I really struggle with the way that CoPilot embeds uploaded images. Because I do so much editing in HTML, the imageID changes each time I save changes. That means that I can't copy/paste from either another template or from a Word doc without having to go through the process of re-uploading images. Since the images only come 'inline' down at the bottom of the email, which means that i have to then go into the code again and copy/paste the image tag into the correct place in the email.
Report Table View in EmailImplemented
We need to include reports in table view in our email distributions. Both in CoPilot emails and also in CTA-based emails. We are trying to create a dashboard style report to distribute to clients to help them understand utilization. There are some data points that really don't make sense in a more graphical format.
CoPilot Template snippetUnder Consideration
It would be helpful to include a little 'snippet' almost a mini-template that can be pulled into multiple templates and then updated in one place. - We often include little timely taglines like check out or new offering XYZ! It would be great if we could have a little snippet that we could include in the signature line that we could update in one place and have it replicate through existing templates where that's used. Right now, we keep the emails pretty generic because it is unrealistic to update so many templates with the current promotions.
Automatically fire CTA Email based on expiration date.Under Consideration
This had gotten merged into another, more general, topic so I am reposting as standalone. We are very excited about the ability to set up emails in CTAs that CSMs will be able to send on to their clients. We have had some internal debate about which emails should have that CSM intervention as we try to balance efficiency vs relationship insight. One idea we had was to have an option to automate the distribution of the email in the CTA unless the CSM intervenes within a certain period of time. So, the CTA would say 'This email will fire within ten days, unless the CSM takes action.' The CSM can either choose to customize and send or cancel distribution. That way, the customer receives consistent timely messaging without extra effort by the CSM unless the CSM knows of special circumstances requiring modification of the message.
I understand that the distribution of operational emails is listed to 5,000. This seems an arbitrary number. What is the logic behind setting that? Is this something that can be extended? We have a regular release update we send that needs to be distributed to all contacts. It is just more work to break up the distribution list so it can be sent to the right groups. Thanks, Elizabeth
We started using the CTA Emails two weeks ago. I tried running some reports in the Report Builder to assess activity. I'm not seeing these emails in those reports - even the test emails that i know we fired. Should these be showing up in the reports and, if so, am I missing a critical step? Thanks! Elizabeth
Warning - Email Tokens Not MappedNot Planned
It would be really helpful to get a warning if you're saving an Email task on a playbook and the tokens have not been mapped. We've had a couple of issues lately where someone who doesn't usually add an email task has done so without realizing the tokens needed to be mapped. I've also recently made the mistake of neglecting those token maps. It's a simple enough thing to correct. Unfortunately, any CTA that has already been created will not show the changes so a CSM would need to know to refresh the playbook. Having a flag would prevent a lot of headaches.
Survey Questions 1:ManyUnder Consideration
We have customers that have multiple activities / projects happening simultaneously. Rather than sending multiple emails for updates or at close out, we would like to send one email that covers multiple instances. We could set parameters to say 'repeat this question where project close date is between A and B.' For example, client is working on Project 1, 2, 3 at the same time - they are coordinated, but involve different specialized teams. In the survey, we would say rate Project 1 experience, Project 2 experience, Project 3 experience, etc. For this to be effective, we would also need questions to be tokenized - reference post: To https://community.gainsight.com/gainsight/topics/creating-surveys-with-tokens. The survey would be delivered via CoPilot email - both automated and through CTA Assist. Thanks, Elizabeth Adams
Hi - We have had some problems with our internals emails getting blacklisted - we're still investing. Is it possible to search the blacklisted email accounts by domain name? It seems that I need to enter an individual email, which is very time consuming in our current need. This has also come up where we want to confirm that contacts from a specific client have not been blacklisted. Thanks, Elizabeth Adams
Hi - We would like to create a series of templates for CSMs to use with their clients as needed. Right now, creating a series of playbooks that contain the templates looks like the best option. However, there are a few challenges: 1) Playbooks need to be associated with a specific account. One recommendation to work around this is to create a generic account and associate the template with this account. The challenge is ensuring that the emails are associated with the right account in our reporting. 2) You can only fire an email once from the playbook. So, each time an email is used, another CTA would have to be created with the playbook or the playbook would have to be replaced in order to use it again. Has anyone else built this out in an effective way and addressed these challenges? Thanks, Elizabeth
Rule - Create List ActionImplemented
When I'm setting up a rule, I like to make sure the criteria is set and I'm getting all of the right people before I add an action. Even though, the rule won't do anything until it's flagged as active, I would rather not add the action to have it send an email or update records until I've confirmed the rule is functioning as it needs to. Sometimes, i need to see a few days of execution to confirm the logic. I can't save the rule without adding an action and really, the only action I want to take at this point is to create the list.
It can sometimes be challenging to stay up-to-date on key account information in 1:many relationships. It would be helpful if we could send through CoPilot some kind of 'survey' that shows values for certain selected SFDC fields for that account. The client could confirm accuracy or provide any needed updates in a way that can be fed back into SFDC. Thanks, Elizabeth
Hi - We are putting together a monthly utilization report for our clients. We have multiple products that clients could be using and we want to include the relevant report based on the products listed in their SFDC record. I tried including the varied reports in a single email, but the report shows a flat line if the account doesn't have that product. I also looked at the segmentation functionality. Unfortunately, that would only work well if the clients have one product or another. However, there are many different combinations and even if I could build out the number of 'variant' templates to meet our needs, I'm not sure how we could get the criteria to match exactly. What we really need is for the segmentation to behave more like tokens. Include this segment when this condition is met and so forth. Is that something that's a possibility? If not, is there a way to make the report visible only if a condition in an SFDC field is met? Thanks!
The ability to import a list is really helpful. It would be great if we could combine the two features. For example, when I upload a list from another source to be able to pull out or exclude contacts who are in a certain role or region. We don't always capture/track that information in external systems so it would really streamline our process.
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