Gainsight Assist Chrome Plug-in User Guide

Login Process for Chrome Plug-in

Gainsight Assist plug-in provides the following integrations:

• Gainsight Account (For NXT customers): Use your Gainsight NXT account, if you want to access Gainsight directly outside your platform. For more information on types of authentication methods, refer to the User Login Methods to Gainsight NXT article.
  ​​​​​​​Note: If users face errors after logging in, navigate to Privacy and Security section of the General settings page of Chrome browser and enable the Block third-party cookies in Incognito 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.

Users can log into Gainsight Assist Plug-in based on which of the following category they belong to:

• Users with a single domain
• Users with a single domain and multiple environments ( Production, Sandbox)
• Users with multiple domains

Composing Emails

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:

1. Click the GS Assist Plug-in icon on the side panel. The Welcome to Gainsight page appears.
2. Click Compose or Compose a mail. The New Message window appears along with the list of Email Templates from Gainsight in the side panel.
3. 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.

4. 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.

5. Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
6. Click Done.

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 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. 

Note:

• ID used to log into Gainsight org will be logged to Timeline as internal attendee.
• Email IDs not recognized as Internal, or Company / Relationship Person will be logged as External IDs.
• When emails in the Inbox are logged to Timeline, following IDs are resolved:
  • From email ID
  • To recipients
  • CC recipients
  • BCC recipients

• When an email is composed, the following IDs are resolved:
  • To recipients
  • CC recipients
  • BCC recipient.
• For sent emails, the following IDs  are resolved:
  • To recipients
  • CC recipients
  • BCC recipients

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:

1. Open an older email you want to log to Timeline.

2. Click the Log to Timeline button. The Log Email to Timeline dialog appears.

3. Select the Don't show this message next time check box, to make logging older emails to Timeline action a one-click operation.

4. 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.

Undo Emails

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.