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 provides an overview of the Gainsight Assist Chrome Plug-in. It also explains how users can compose and send emails from their Gmail account using Gainsight templates, and easily sync them to Timeline directly from Gmail.
The Gainsight Assist Chrome plug-in helps users manage their day-to-day customer communications and saves them time and effort. Users can access their Gainsight email templates directly from Gmail, thereby saving time when composing customer emails and helping to drive consistency in communications. Also, the ability to log emails to Timeline from their inbox saves time and ensures that every important conversation is captured. For more information about how Gainsight Assist Chrome Plug-in works, see Intro to Gainsight Assist Chrome Plug-in (4 min. video).
Note: This plug-in is not supported for the emails which are sent using the Schedule Send option in Gmail.
Business Use Cases:
As a user, while composing an email from Gmail, I want to access the email templates my admin has created in Gainsight to save time and effort.
As a CSM, I want to log all of my customer communications/emails from Gmail to Timeline using the logged-in user credentials.
Users must install the Gainsight Assist Chrome plug-in from the Chrome Web Store. After installing the plug-in, refresh your Gmail account to view the Gainsight logo and sidebar.
Gainsight Assist Plug-in Login
Access to the Gainsight Assist Chrome Plug-in is restricted to the users who use the plug-in directly from gmail.com or googlemail.com. However, users will still be able to use the plug-in if any Gainsight user has registered their Gmail ID with Gainsight.
Note: If users have different email IDs for both SFDC and MDA accounts, then both the email IDs are allowed to login.
If users installed the plug-in from Chrome store and not logged-in to the plug-in yet then the Gainsight Assist Plug-in logo on the Chrome toolbar is indicated in Red.
If they have logged-in successfully then the plug-in logo on the Chrome toolbar changes to Green.
Users can log in to the plug-in using the following methods:
Gainsight Account (For NXT customers): Use your Gainsight NXT account, if you want to access Gainsight directly outside of your platform. If this option is selected, provide Domain details and then the credentials for Direct Gainsight Login. For more information, refer to the User Login Methods to Gainsight NXT article.
Note: If users cannot log into the plug-in using NXT login. In the Privacy and Security section of the browser settings page disable the Block third-party cookies option.
Salesforce Account: Use the Salesforce account, if you use Gainsight from the Salesforce platform. If this option is selected, it directly asks for the user credentials.
To log in to the plug-in:
- Click the Gainsight icon on the Gmail sidebar. The Log in page appears.
- Click either Gainsight or Salesforce.
- (OPTIONAL) If the Gainsight login method is selected, enter the Gainsight domain details and click NEXT. The Login screen appears.
- Enter the Username and Password of your Gainsight account.
- Click LOG IN. The Welcome to Gainsight page appears.
Note: If a Gainsight application with the same domain is logged-in from the same browser in a different tab, then it automatically redirects you to the Welcome to Gainsight page.
Note: Users will not be logged out from the plug-in unless they log out or when the log-in account expires.
Chrome Plug-in Updates
In Gmail, a pop-up dialog appears at the plug-in logo if there are any updates available for the Gainsight Assist plug-in to be downloaded. However, if the updates are not mandatory, users can still use the plug-in.
But, if the updates are mandatory, users cannot use the plug-in unless the updates are downloaded. If users open the plug-in, the update pop-up appears without the Close (X) option. Click Open Extension to navigate to the Chrome Plug-in extension updates page.
Note: After downloading the updates, Gainsight recommends you to turn off the Developer Mode toggle switch.
Template Selection for Composing Emails
When the email composer is opened, all the Gainsight email templates which can be accessed by the user are displayed in the side panel, sorted on the basis of the last modified date. All the attachments, images, and tokens (except report and survey) are supported by this feature.
Note: Only the templates with the Available to Users toggle switch ON are displayed. For more information, refer to Restrict Email Templates Available in Send Email Service section.
The email templates displayed in the side panel cannot be edited from the plug-in. However, the content in the template can be edited once they are moved to the composer.
You can also apply email templates when using the email composer window in maximize state as well. If you do not want to use Gainsight templates, click the minimized icon of the Email Templates section.
The following are some of the limitations of viewing Gainsight email templates in the plug-in:
- Users can view both the Operational and Non-Operational templates. For Non-Operation templates, the unsubscribe option is not available.
- Templates with Survey and Report tokens are not displayed.
- Customerinfo object is not supported for token resolution in the Chrome Plug-in. Company, Relationship, Person, Company Person, Relationship Person, and Relationship Type are the only objects supported.
To resolve tokens dynamically that are mapped to default mapping in email templates while editing a token, enable the Edit default token mapping in cockpit toggle button in the Administration > Email Configuration > Compliance tab.
To compose emails using Gainsight Assist plug-in:
Click the GS Assist Plug-in icon on the side panel. The Welcome to Gainsight page appears.
Click Compose or Compose a mail. The New Message window appears along with the list of Email Templates from Gainsight in the side panel.
Click on the template you want to use.
Note: Users can also search through the list of templates by complete name and select a particular template.
In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
Note: The search in the Primary Recipient field occurs on Company Person object and also the Permission Bundles are honored in the search. However, when the Log to Timeline resolution happens, the search is based on the Company Person object and it does not honor the Permission bundles.
Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
Important Notes: The following are some of the important points when composing an email using templates from plug-in.
Users can directly click the Apply Template option without providing primary recipient details to edit the tokenization values manually.
You can also add multiple email templates to a single email by placing the cursor in the composer, at the point you want to add content in the email.
If a user adds the primary recipient in the composer and then click on the template, the email address provided in the composer is automatically copied to the Primary Recipient field in the plug-in sidebar.
When the recipient copied from the composer to the primary recipient, after which the primary recipient is modified, the new recipient is copied to the recipient list to the composer and added as the last recipient when the template is applied.
The email ID added as primary recipient from the plug-in is copied to the To field in the Composer even though the recipient is not found while searching in the Primary Recipient field.
If the email ID belonging to the same Company and Relationship is added to the primary recipient search box, a dropdown list with the options is displayed for the users to select the correct email ID.
You can also apply Gainsight email templates while replying to the existing emails.
Log to Timeline
Users can sync emails to Timeline directly from Gmail when they send out the email. These emails are logged to the Timeline, and its status is updated in Gmail. Also, the Log to Timeline feature from the plug-in is applicable for older emails as well. These logs are added as an activity to the user's company Timeline.
Note: The email is not logged to Timeline if:
- Subject line exceeds more than 256 characters.
- The body of the email exceeds more than 32K characters.
Log Emails To Timeline
The Log to Timeline checkbox is not selected by default. If you want to log emails to Timeline, select the Log to Timeline checkbox before sending out the email.
The Log to Timeline window is displayed when the Log to Timeline checkbox is selected and users click Send.
When the Log to Timeline checkbox is selected, the following scenarios arise:
If all the recipients are from the same Company/Relationship, Gainsight resolves the Company/Relationship details that are required to log the email against the Timeline.
If there are any resolution conflicts, the Log to Timeline dialog appears after clicking Send, displaying the email recipients as well as the Company/Relationship to which they belong to. Select the Company/Relationship to which the email must be logged.
If the required Company/Relationship is not listed, users can use the Search icon to find a Company/Relationship to add, and then log the email against this Company/Relationship.
If the user does not resolve and directly sends the email, the email is saved in the drafts section of the Timeline. Users have to log that email manually by logging into the Gainsight application.
IMPORTANT: If a user sends an email to multiple users:
Any user can log the email as an activity.
The status of that email is changed to logged for all the users if one user logs that email to Timeline.
- Once the email is converted as an activity, all the users view the email status as Logged. The user who has already created a draft of that email has two entries, one as a draft and another as an activity.
Log Older Emails
Users can also log older emails to Timeline by clicking on the Log to Timeline button, which is available if that email is not already logged to Timeline.
To log older emails to Timeline:
Open an older email you want to log to Timeline.
Click the Log to Timeline button. The Log Email to Timeline dialog appears.
Select the Don't show this message next time check box, to make logging older emails to Timeline action a one-click operation.
Click Log. The email is logged to the recipient's Timeline activity.
If the resolution of Company or Relationship fails, then follow below steps:
If the resolution is not successful, the Log to Timeline dialog appears for the users to resolve the conflicts manually by selecting the Timeline for the Company/Relationship to which the email must be logged.
If the user does not resolve or directly sends the email, the email is saved in the drafts section of the Timeline. Users have to log that email manually by logging into the Gainsight application.
Users can check the status of the log to Timeline from their Gmail Account Sent Items. The following are the statuses users can find for their emails:
Log Emails with Attachments
The attachments in the email are also logged to the Timeline. If the attachment size is larger than 30 MB, then the Google drive link is embedded in the email body. Users can access this link from the Timeline. Based on the permissions set on the file, users may have to request access.
The following are the attachment file types that are supported: jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls, xlsx, and csv.
The number of emails and the attachment size limits in the email to be synced is based on the Timeline Activities limits. For more information, refer to the Log Customer Emails as Timeline Activities article. If the size and number of attachments synced are higher than the permissible limits, the system automatically selects the random attachments as per the limits. An email notification is sent to the concerned user about the number of attachments skipped, but not the exact names of attachments.
Based on the user settings (5 to 30 seconds) defined in their Gmail account, emails can be recalled after they are sent. If the email with Log to Timeline option selected is recalled from Gmail within the user setting limits, the email can be recalled successfully but the activity will still be logged to Timeline. However, users have to delete the saved logs manually from the Timeline.
For more information on the most frequently asked questions on the Gainsight Assist Chrome Plug-in, refer to the Gainsight Assist Chrome Plug-in FAQs article.
The following are the Gainsight Assist Chrome Plug-in limitations when it is used simultaneously with other chrome extensions for Gmail:
- When the Gainsight Assist Chrome Plug-in is used along with the Mixmax chrome extension, the email does not get logged to the Timeline when the Log to Timeline option is selected while sending emails from the compose mode. As a workaround, users must go to Sent Emails and log the email to Timeline.
- The Gainsight Assist Chrome Plug-in does not work as expected when it is used along with the Salesloft chrome extension.