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Gainsight Inc.

Introduction to Programs

With Gainsight Programs (formerly known as Adv. Outreaches), you can design multi-step outreaches that guide your customer through a responsive series of email interactions to reach an enhanced outcome. Programs can help you:

  • Translate your existing customer data into purposeful communication campaigns
  • Guide customers to outcomes with precisely orchestrated outreaches
  • Gain greater insight with sophisticated funnel analytics

IMPORTANT: This is a completely separate feature from the Journey Orchestrator > Outreach feature. Customers should continue to use the original Outreach option for the Time Identifier feature, which gives users the ability to send emails at different times to different recipients based on defined criteria. In all other cases, the Programs feature is the recommended option.

With Programs, Admins have more control over participants, by scheduling daily checks for new contacts within a Power List, building queries using the power of Bionic Rules, and by creating contact Exclusion Lists via a CSV. For more information on these options, refer to Adding Participants to a Program.

Multi-Variant Emails are supported, and Programs only work with Email Templates 2.0. 

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Prerequisites:

Note: only email templates created with the Email Templates 2.0 designer are compatible with Programs. Multi-Variant emails are supported.

  • For Program models that include a survey link:
    • Configure your survey in the Surveys 1.0 or Surveys 2.0 module. For surveys configured using Surveys 1.0, make sure to set Journey Orchestrator as the Email Service in the Properties section. For more information on building a Surveys 1.0 survey, refer to How to Build a Survey. For more information on building a Surveys 2.0 survey, refer to How to Configure Surveys 2.0 (Path).
    • For Surveys 1.0 surveys, set up a survey domain with a secure URL (SSL) and use a secure site address to publish the survey. You can learn more about this process within the article Setup Salesforce Survey Domain & Test Survey Setup.
    • For Surveys 2.0 surveys, configure a Gainsight domain, site, and page. For more information on this process, refer to Setup a Gainsight Domain.

After the Programs feature is enabled, navigate to Journey Orchestrator > Programs to create a Program or access existing Programs.

Additional Resources: