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 addresses frequently asked questions about Sally - The Gainsight Bot.
How does Sally improve collaboration? Are features like tagging other users or groups available?
Yes, tagging users or groups are supported in Slack. You can tag Sally (mention with '@') and query from a channel directly and get the response message on the same channel. You can also tag colleagues and ask them to review a health score or low customer sentiment.
What queries can I ask Sally today?
Five customer level queries and two user-level queries are supported.
Get me the summary of <<company name>>
Health score for <<company name>>
Show me NPS® for <<company name>>
Recent activities for <<company name>>
Sponsors for <<company name>>
CSM for <<company name>>
CTAs Due Today
Tasks Due Today and Tasks Overdue
Can I query for Relationship data?
Currently, we support the following intents at the Relationship level:
NPS® Survey Responses
CTAs for a Relationship
CTAs for a Relationship and are assigned to you
The following are the query patterns that are supported:
The keyword 'Relationship' is necessary to identify that the query is at the Relationship level.
Summary of Relationship 'Relationship Name'
Summary of Relationship 'Relationship Name' of 'Customer Name' (to be used when there are multiple relationships with the same name for multiple companies).
Summary for Relationships of 'Customer Name' (to be used when the user only knows the Company name).
What objects are supported for Sally?
Currently, the only object that you can pull data from is the Company object. There are plans to add the Customer Info object.
Do I have to ask the queries using specific terms?
Generally, Sally can interpret natural language queries. For example, a user could enter: "Hi Sally, tell me about Abbett," and Sally will return the Summary info for Abbett. However, if you want to know the company owner, Sally only recognizes <CSM Name> in queries at this time.
Can users get notifications from Slack?
Yes, users can receive notifications in Slack.
How can Admins create new Gainsight users without Gainsight licenses?
Navigate to Administration > User Management to create a new user.
What other platforms does Sally work with? And what platforms do you plan to support?
For now, Sally works with Slack. In the future, we plan to support Microsoft Teams.
Can you add Chatter notes from the Sally bot?
While Sally might not understand Chatter, you can write and post to Timeline. For more information about how you can post to Timeline, refer to the Using Gainsight Sally in Slack (End-user) article.
What types of users can access Sally?
Both Full Users and Viewer Users can access Sally. However, Viewer Users can only ask Sally for answers to customer questions, while Full Users are able to ask Sally to complete actions (such as closing a CTA).
Can we add non-Gainsight users to the Slack channel?
You need to add users as Gainsight users before granting access to Sally.
Can we ask Sally to close a CTA with a specific status? Like with a status of 'Closed No Action'?
This functionality is currently not supported.
Can you ask for overall health scores, for example - per region health score or overall customer health?
You can ask for the overall health score and measure level scores at the company level.
Will I be able to create a list that automatically gets updated as new team members join our Slack channel? Or will I have to manually add each team member as a Gainsight user?
New Slack users need to be added manually every time from the Administration > Sally > Slack page.
Can I bulk import everyone in my Slack team as a Gainsight user?
You can select all users on a page and add as Gainsight users from the Administration > Sally > Slack page.
If a non-Gainsight licensee asks for my CTA's, will Sally throw an error?
Sally will say that there are no CTA's assigned.
Does Sally support custom activity types from the Timeline?
Yes. Sally offers support for custom activity types from Timeline, along with standard activity types such as Updates, Calls, Meetings, and Emails, etc. Sally now returns activities of custom activity types as well.
Can Sally tell me the name of the Company Owner?
Yes. Admins can map the appropriate field in your org to the CSM field in Administration > Customers. However, Sally only recognizes <CSM Name> in queries at this time.
Only one Org at a time can have Slack enabled through Sally. If you have enabled a Sandbox/UAT/ETC, and want your Production org enabled through Sally you must de-authorize the Sally bot, and contact Support@Gainsight.com before configuring for your Production org.
End-user article - This article talks about how end-users can use Sally in Slack.
Admin Configuration for Sally - This article explains in a procedure about how Administrators can configure Sally for your Slack team.
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