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Gainsight Inc.

Multi-Currency Impact on Email Assist

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

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This article explains the impacts on the Email Assist areas after enabling Multi-Currency. For more information about the Multi-Currency support and the associated configurations, refer to the Configure Multi-Currency Support article.

Overview

When the Multi-currency feature is enabled in your org, Email Assist allows you to map tokens in the Email Template to a new data type called "CURRENCY". If you have selected the Value Type as CURRENCY, then the currency Value Format and Conversions happen accordingly. But, by any chance if you have mapped the Value Type to TEXT/NUMBER/DATE, and if the token you wish to add to an email template is mapped/treated as currency at the Database level, Email Assist can still handle this as currency and currency conversions take place.

Note: By default, the Value Data Type is selected as TEXT, but you can still select the required type from the Value Type dropdown list.

Multi-Currency impacts the following areas in Email Assist:

  • Email from Cockpit (Email Task)
  • Send Email from Cockpit (Ad-hoc email)

Gainsight supports Multi-Currency at three levels namely: User, Company, and Relationship. When an email with currency tokens is sent using the Email Assist feature, the currency selection takes place based on these levels.

Email from Cockpit (Email Task)

Send as Separate Email

The following use case explains how the currency conversion takes place when a Send as Separate Email option is used.

Example Business Use Case on Company CTA: For instance, your CTA is created over Company and you want to send out an email with currency tokens in it to multiple recipients that include Company Person, Relationship Person and a User. Now, when you preview the email, you see that the currency selection takes place for each recipient based on the currency code set at their level:

  • For Company Person, the currency set at the Company level is picked.
  • Here, the Relationship Person is treated as an External Contact and picks Company Currency. 
  • For User recipients, if the user’s default currency is set, the Default Currency is picked, otherwise, the Company Currency is picked.

Note: In the email template, all the currency tokens added to the template are selected to a single currency based on the settings defined at Company/Relationship/User levels.

Example Business Use Case on Relationship CTA: For instance, your CTA is created over Relationship and you want to send out an email with currency tokens to multiple recipients that include Company Person, Relationship Person, and a User. Now, when you preview the email, you see that the currency selection takes place for each recipient based on the currency code set at their level.

  • Here, the Company Person is treated as an External Contact and picks Relationship Currency.
  • For a Relationship Person, the currency set at the Relationship level is picked.
  • For User recipients, if the user’s default currency is set, the Default Currency is picked, otherwise, the Company Currency is picked.

The Currency selections happen based on the recipients added to the email, the following is the behavior:

  • Emails to Company Person/Relationship Person: The Currency selection happens based on the CTA (Company CTA or Relationship CTA) and picks the currency defined at Company/Relationship level respectively.
  • Emails to Internal Users: The Default Currency defined at the User level is picked and if the setting is not defined, the Company/Relationship Currency is picked based on the CTA.
  • Email to External Contact: For External contacts, the Currency from Company/Relationship level is picked based on the CTA. If the email you want to send is from a Company CTA, the Company Currency is picked, and if the email you want to send is from a Relationship CTA, the Relationship Currency is picked.

Send as Single Email

The following use cases explain how the currency conversion takes place when the Send as Separate Email checkbox is NOT selected (single email is sent for all recipients).

The currency selection in this feature happens based on the recipients added to the email.

Example Business Use Case: For instance, assume you are sending out an email with currency tokens to multiple recipients that include Company Person, Relationship Person, and a User. Now, when you preview the email: 

  • The Company Currency is picked for the emails sent from Company CTA. 
  • The Relationship Currency is picked for the emails sent from Relationship CTA.

Note: In the email template, you can see that all the currency tokens added to the template are selected to a single currency based on the settings defined at Company/Relationship/User levels.

Send Email (Ad-hoc email)

Multi-Currency in Send Email (Ad-hoc email) feature works the same as the Email from Cockpit (Email Task). Functionality and behavior are the same.