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Send Emails from Cockpit

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 how Customer Success Managers (CSM) can send emails using the Email Assist 2.0 from Cockpit.

Overview

Email Assist 2.0 helps you to send emails directly to your contacts.

Business Use Case:

A CSM can send an email directly from Cockpit to a customer to determine a suitable time to conduct an Executive Business Review (EBR), or to gather more details about a negative response to a Net Promoter Score ( NPS®) Survey.

Following are the options with which you can send emails from the Cockpit page:

  • Ad-Hoc Emails: This option helps you to send emails using email template from Cockpit (within a CTA) without applying a playbook. For more information, refer to the Send Ad-Hoc Emails section of this article.
  • Email Tasks: This option helps you to send email tasks created in Playbooks. Admins can create Email Tasks in Playbooks and associate them with a Journey Orchestrator email template. Once the Playbook is applied to a CTA (using a Rule, or manually in Cockpit), the Email Task is visible to you. For more information refer to the Send Email Tasks section of this article.

Send Ad-Hoc Emails

Using Ad-Hoc Emails, you can send emails using email template in a CTA.

Prerequisite:

Sending emails from the cockpit must be enabled from the Email Configuration page. To enable this functionality, refer to the Configure Emails to Send From Cockpit article.

To send an email from the Cockpit page:

  1. Navigate to Cockpit > CTA list view.
  2. Click CTA Name from which the email needs to be sent. The CTA detailed view is displayed.
  3. Click the vertical-three dots in the CTA detailed view.
  4. Click Send Email. The Send Email window is displayed.

Send Email.png

  1. In the To address field, enter the recipient's email ID(s).
    Note:
    • A maximum of 25 recipients can be added in the To address field.
    • For two or more recipients, the Send as Separate Email will be selected by default, if the email contains following template types:
      • A Survey link.
      • A Person or User object tokens.
      • A Report having Person object filters.
    • The To field looks up the email addresses of 'Active users' along with the email of Company Person / Relationship Person - Depending on whether CTA is for a Company or Relationship.
  2. (Optional) Click CC to add email ID(s) in the CC address field.
  3. Select the sender’s email ID in the From dropdown list.
    Note: Enable Organization Wide Email Address option to send an email on behalf of the team. For more information on how to enable this feature, refer to the What’s New in Email Assist 2.0 article.
  4. From the Reply-To dropdown, select the sender’s email to receive the email response.
  5. (Optional) Select the Add Reply-To in Bcc checkbox, if the email id of sender needs to be added in the BCC field.
  6. From the Template dropdown, select the email template.

The Subject and Email body in email composer is populated with the tokens within the selected template.

Note: Click the maximize or minimize option next to ‘X’ on the upper right corner to resize the Send Email window.

  1. From the Version drop-down list, select the version of the email template. You can select multiple versions of an email template to scale personalized customer communications.

For more information on how to create multiple template versions, refer to the Create and Send Multi-Version Emails article. 
 

Notes:

  • The version of the template selected is applicable to all the recipients.
  • Multi-version template selection is currently supported only for Send Email option from Cockpit.
  • Once the version is selected, it cannot be changed if the Email is saved as draft.
  • Multi-version template selection is currently not supported in Playbook (admins cannot add a template version into Playbooks as email tasks) and Gainsight Assist Plugins.

Edit or Delete Tokens

You can edit or delete the following types of tokens in the template:

Person or User Object Tokens

You can edit or delete the Person or User object tokens added in the template.

To edit Person or User object tokens:

  1. Click Person or User object token. The Edit Token Properties window is displayed.
  2. From the Mapping dropdown, select the required object token.
  3. (Optional) Click Remove Mapping to remove the selected object token. You can then select a new object token.
  4. Click Update to update the new Person or User object token in the email.
    Note: To Delete a token, click x next to the token.

Report Tokens

The Report token added in the email displays the report name and visualization type of the report. You can edit or delete the Report tokens in the Send Email window.

To edit the report tokens:

  1. Click Edit. The Edit Report window is displayed.
  2. From the Report dropdown, select the report to be added.
  3. (Optional) Click the Filter icon to add filters.
    1. From the Field dropdown, select a field.
    2. From the Target Field, select one of the following fields to fetch the data.
      • ‘To’ Recipients > Person
      • Company > GSID
      • Relationship > GSID
      • Relationship Type > GSID
    3. Click Close.
  4. (Optional) Click the Change visualization icon to select the required visualization type of the report.
    Note: 
    • CSMs can change the visualization of any report to Tabular report if required.
    • Tabular Report displays a table of only 5 columns and 20 rows.
  5. (Optional) Click on the vertical-three dots and select one of the following:
    • Reset: Reset the report to its original state.
    • Settings: Toggle the Show Datapoint switch to show the point data when the user hovers over the chart.
    • Ranking: Use ranking if you want to include Top (ASC) x or Bottom (DESC) x records based on a particular field in the report. For more information on how to use Ranking, refer to the Advanced Report Settings article.
  6. Click Save Report.

Note: To delete the report token, click Delete on the Report token.

Survey Tokens

You can edit or delete a Survey token in the email.

To edit the survey token:

  1. Click the Pencil icon to edit the survey link. Insert Survey as Link window is displayed.
  2. From the Default Survey dropdown, select the survey to be added.
  3. Click Update.

Note: To delete the survey, click the Trash icon.

For more information on how to create a survey, refer to the Create a Survey article.

Preview and Send Emails

Email Assist provides you with a Preview  option to review the emails drafted for all recipients.

To preview an email:

  1. Click Preview. The Email Preview window is displayed.
    Note:
    • The left pane of the window shows the list of recipients added.
    • The right pane displays the content of the email drafted.
  2. Click on the recipient's email address to view the content drafted for the particular email.
    Note: The preview option is beneficial for multiple recipients where the email content is different for each recipient. For example, when using a Survey, Person, User, or Report tokens are used in the email content.

    The following optional actions can be also performed:
    • Send Test Email: You can send a test email. To send a test email:
      1. Click Send Test Email. The Send Test Mail window is displayed.
      2. By default the logged in user’s email is selected. Additional email addresses can be added in the address field.
      3. Click Send Test Email to send the email to the added recipients.
    • Log to Timeline: Select the checkbox to create a Timeline Activity.
  3. Click Send to send the reviewed email.

Send Email Tasks

You can create email tasks in Playbooks to send emails. Once the email task is created, users can send email from the Cockpit using these email tasks. For more information on how to create email tasks, refer to the Configure Emails to Send from Cockpit article.

To send email tasks:

  1. Navigate to Cockpit > List view.
  2. Click CTA Name from which the email needs to be sent. CTA detail view is displayed.
  3. Navigate to  the Tasks section.
  4. Click the email task to expand the task's detailed view.
  5. Click Validate Email. The Send Email window is displayed.

Repeat the steps from the Ad-Hoc Emails section to send the email tasks.

Note: Since Email tasks uses email templates created in Playbook, the template dropdown is not available when sending email tasks.

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. 

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