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Configure Model and Emails for Programs

Each Model has components that can be configured to create customized Programs (formerly known as Advanced Outreaches). The components available within a model are largely determined by if the model is designed to send surveys or if it is designed to send other messages. For a brief summary of each model, refer to Available Models for Program. For more information on adding participants to a Program, refer to Adding Participants to a Program.

Navigating Models

Within the AO model configuration screen, you can scroll to zoom in and out of the model using the mouse. You can also click and drag the model, or use the arrow keys to pan across the screen.

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Survey Models

Survey models include the NPS Survey, Customer Satisfaction Survey, and Generic Survey models. They each contain optional components that can be Enabled/Disabled, as well as a Conditional Wait option, that controls the amount of time that must pass before the next message in the email chain is sent based on set conditions. Some models also have a Set Timer section that controls the time interval before the next message is sent automatically. Each of these models has a Survey Settings page that controls what survey is sent as part of the outreach.

Certain emails within a model, such as the “Head’s up” and “Thank you” emails within the NPS model, can be enabled and disabled depending on the needs of the user. To enable or disable these components, click the Yellow Diamonds in the model. Then select ON/OFF. Disabled emails are gray, and turn blue when enabled.

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Conditional Wait

Conditional Wait is represented by a dark blue octagon. Clicking Conditional Wait allows a user to control how much time has to pass before a Reminder Email is sent to the recipient, or an Escalation Email is sent to the CSM, and how often these emails should be sent. The amount of time can be configured in Days, Hours, or Minutes. 

  • Repeat N times: set this to 1, if you just want to send one reminder to the contact, or adjust based on your needs. (We are working on changing this label to Send Email N times.)
  • Wait for N Days: This wait period is the total time you would like to wait for the user to respond to the Survey before ending his Program lifecycle. After this time has expired, the survey will still remain active, and if the customer responds or opens the survey email this will record within both the Program and the survey. We are currently planning an enhancement that will allow users to expire the link in N days after it has been sent to a participant.
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Conditional Wait Example

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  • The first section enables configuration of reminder emails, while the second sets the wait time for an escalation email.
  • The third section marks the end of a participant’s life cycle. After 30 days, the participant no longer will receive reminders and their participation status will be completed.
  • If the first or second sections are assigned higher wait times than the third, the reminder/escalation mails do not go out.

For more information, see Program: Conditional Wait.

Set Timer

Set Timer is represented by a blue circle. Clicking the Set Timer option allows a user to control the time interval before the next email in the campaign is sent automatically. This is usually configured between a Heads Up Email and a Survey Email. The Timer begins after the heads-up email is sent.

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Responded Step

This step creates a branching path based on whether or not a participant has responded to the Program. If the participant responded to the Program, they will move to the next step on the right. If they do not respond, they will move to the next step down. It is available for all Survey models and can be used with both Surveys 1.0 and 2.0.

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Responded Options

For participants that have responded, you can add the steps Conditional Wait, Wait Timer, Send Email, Create CTA, and End Outreach. A common use case for this feature is to send a thank you email with a delay timer.

  • Conditional Wait: This step is branching and offers additional steps depending on if a participant meets the configured conditions. The Conditional Wait step added here is configured differently than the default Conditional Wait step included in survey models. Refer to Programs: Conditional Wait for more information on how to configure this step.
    • Note: Adding the Conditional Wait step after the Responded Step in a survey model gives you the option to include survey answers (from Surveys 2.0 only) as conditions. With this option, you can control how participants move through the Program based on their answers. For example, you could choose to create a CTA based on an NPS detractor response. Refer to the Survey Questions section of the article Programs: Conditional Wait for more information on how to configure this option.
  • Wait Timer: Refer to Set Timer for more information on how to configure this step. You have the option to add a Send Email, Create CTA, and Conditional Wait step immediately after the timer. Additional steps beyond that will vary depending on what is added.
  • Send Email: Refer to Configure Emails for more information on this step. You have the option to add a Conditional Wait, Wait Timer, or End Outreach step immediately after the email step. Additional steps beyond that will vary depending on what is added.
  • Create CTA: These steps operate similarly to the ability to create and close CTAs within the Rules Engine. For example, the create CTA step requires Type, Status, Reason, Due Date, Priority and Default Owner to be filled out. For more information regarding configuring each step of the CTA, refer to Creating and Closing CTAs from Rules Engine. You have the option to add a Wait Timer, Conditional Wait, or End Outreach step after this one. Additional steps beyond that will vary depending on what is added.

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  • End Outreach: Participants passing through the End Outreach step will be moved to completed. There is nothing to configure with this step.
Not Responded Options

For participants that have not responded, you can add the steps Send Email, Create CTA, and End Outreach. This option is designed for silent accounts, where you sent reminder and escalation emails and have not received a response.

  • Send Email: Refer to Configure Emails for more information on this step. You will have the option to add a End Outreach step after this one.
  • Create CTA: These steps operate similarly to the ability to create and close CTAs within the Rules Engine. For example, the create CTA step requires Type, Status, Reason, Due Date, Priority and Default Owner to be filled out. For more information regarding configuring each step of the CTA, refer to Creating and Closing CTAs from Rules Engine. You will have the option to add a End Outreach step after this one.
  • End Outreach: Participants passing through the End Outreach step will be moved to completed. There is nothing to configure with this step.

Email Chain Model

The Email Chain Model is designed to send a series of related email outreaches, such as messages related to the Onboarding Process. The model starts with a Participant component and an initial Email component. Additional components can be added by clicking the plus icon. Wait Timer and Conditional Wait steps must be added between action steps such as Send Email or Create/Close CTA. You can delete any step you’ve added by hovering over the step’s icon and clicking the trash can icon. It is not possible to delete a step without first deleting any steps that come after it in the chain. Email templates containing surveys can not be used with this model.

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Create/Close CTAs

Admins have the ability to create and close multiple CTAs as part of the Program journey. This feature is only available for the Email Chain model at this time. The create and close CTA steps can be added by clicking the + icon after a Wait Timer or Conditional Wait step.

Prerequisites: The new site (NSURL) must be added in Remote Site Settings for the CTA events to be used within a Program. If this is not added, the CTA events will not be processed. For more information about what is Remote Site Settings, refer to the Add External Sites in Remote Site Settings section in the Onboarding Step 1: Install Gainsight & Configure article.

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These steps operate similarly to the ability to create and close CTAs within the Rules Engine. For example, the create CTA step requires Type, Status, Reason, Due Date, Priority and Default Owner to be filled out. For more information regarding configuring each step of the CTA, refer to Creating and Closing CTAs from Rules Engine.

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In the case of native field mappings, the Program will resolve standard GS fields to the respective SFDC fields and will try to create a CTA. If CTA name is not included as an identifier and more than one open CTA are found for the same Account Id, Reason, and Type at Cockpit, then the participant with only one CTA will be associated randomly.

After a CTA is created through a Program, users can access the participant’s journey from the CTA detail view in Cockpit.

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This will bring up a pop-up window with a list of all participants associated with the CTA. It is possible that participants from multiple Programs can be associated with one CTA. The list displays the Participant Name, Email Address, Program Name, and Participant State. You can also click View Activity to see the participant’s activity in more detail. For more information on the Activity Feed, refer to Program: Activity Feed.

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The close CTA step requires users to select which CTA step in the Program they would like to close, and what status they would like to set the CTA to. Users can also add comments and select if they would like to post an update to chatter. This feature is meant to automate the closure of CTAs if certain conditions in the Program are met, so that manual interaction with the CTA is only needed if those conditions are not met.

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Note: Program CTA actions will not work with dummy accounts. The CTA steps are designed for customers only. Participants associated with dummy accounts will be dropped if they reach a CTA step.

Wait Timer

The Wait Timer step can be configured to wait a set amount of Days, Hours, or minutes before sending the next message. 

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Conditional Wait

The Conditional Wait looks for a set condition to be met before sending the next message. These conditions include Event Based Conditions, Calculated Field Based Conditions, and Participant Field Based Conditions.

For more information on Conditional Wait Enhancements, refer to Program: Conditional Wait.

Branching Options

Users can configure the Email Chain model to progress non-linearly. The Conditional Wait feature can be configured to split the model into multiple pathways depending on whether the participant meets the conditions configured.

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When Participants meet the conditions of the Conditional Wait, they will proceed to the model step directly to the right of the Conditional Wait step.

Participants who do not meet the conditions of the Conditional Wait will proceed to the step directly below the Conditional Wait step. This can be configured with the following options: Send Email, Create CTA, Close CTA, Continue, or End Outreach.

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Selecting Send Email, Create CTA, or Close CTA for this branch of the Conditional Wait step provides Admins with the additional options for participants to Continue or End Outreach.

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Participants passing through a Continue step will move to the step two to the right of the Conditional Wait step. Participants do not move to the step immediately after Conditional Wait, as they did not meet the conditions configured within the Conditional Wait step. This is designed to allow Participants to continue moving through the Program journey while skipping steps they did not meet the conditions for. In the example above, a participant moving through a Continue step after the Close CTA step, will then move to the Set Timer step.


Participants passing through the End Outreach step will be moved to completed.

Operational Emails

Email templates that are marked as operational can be included in the Email Chain model. No other models can be used for Operational Emails. For more information on Operational Emails, refer to Operational Email Guidelines. For more information on marking email templates as operational, refer to Create Journey Orchestrator Email Templates.

An Operational email can be included in any email step in the Email Chain Model. You can add a combination of operational and non-operational email steps.

For a Program which has at least one operational email template, the following restrictions apply:

  • No more than 5000 (or the limit configured per tenant) active participants can be within the Program. If more than 5000 participants are added, the participants will be dropped.
  • No more than 5000 participants can be added to the Program per day.

Example: If you add 5000 participants to a Program the first day it is published, and then 1000 of those participants move to completed or are dropped from the outreach in that same day, you will not be able to add more participants until the next day even though there are less than 5000 participants currently active.

After an operational email template is added to an email configuration step of a Program, the following message will be displayed informing the user they have selected an operational template:

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Configure Emails

Each Program model can contain multiple email template placeholders; however, not all of these emails are included in every model:

  • Survey Email: This email should contain the survey placeholder.
  • Heads Up Email: This should be configured to let the customer know ahead of time that a survey email will be sent to them in the near future. Sending a Heads Up Email has proven to increase a survey's response rate.
  • Reminder Email: This email should be configured and sent to remind users who have not responded, or only partially responded/saved the survey, to complete the survey.
    • Note: if a Survey is configured to move someone to Partial Submitted before the Conditional Wait would send the reminder email, then the reminder email will NOT be sent to them.
  • Escalation Email: This email should be configured to send to the account's CSM, or another role managing the customer's account. The purpose of this email is to let the account owner know that the customer has not completed the survey, and to suggest next steps.
  • Thank You Email: This email should be configured to express gratitude to customers that have responded to the survey.
  • Send Email: These email components are part of an Email Chain and should be configured to contain whatever information is needed in that stage of the chain.

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To configure each email within the model, click the email element. The email configuration screen will then display full screen.

Users have the option to configure the following:

  • To: address of the email
  • From Name: of the email
  • From Email: displayed within the message
  • Reply-To: address of the email
  • Email Copy: select an email address to send a copy of the email to
  • Template: of the email’s content (must be Email Template 2.0). For more information on creating email templates refer to Create Journey Orchestrator Email Templates. Multi-Variant email templates are supported for Programs.

Custom email fields can be selected for the fields “To”, “Reply-to”, “From Email”, and “Email Copy to”. For more information on custom email fields, refer to Adding Participants to a Program.

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After configuring the email, users have the following options at the top-right of the email configuration screen:

  • Save: Save the configurations you've made to the email
  • Discard Changes: Revert the email configuration back to its last saved version
  • Back to Model: Navigate back to the model configuration page
  • Preview: Preview the configured email. For more information on previewing emails as part of a Program, refer to the article How to Test a Program.

Note: After a link to a survey is established within a Program, it can not be changed to a different survey within the email configuration page. To change the survey, click the pencil icon to edit the details of the Program.

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After the email template is selected, users have the option to map any included tokens and to link to any selected surveys.

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Program Snapshot

For all Program models, users can access the Snapshot mode to view the number of participants that are currently in each stage of a published Program. Click the camera icon in the top-right of the outreach model page to access the Snapshot.

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This Snapshot will appear identical to the outreach model with the number of participants that have passed through each step displayed next to it. Users can click the number of participants to view the list of participants that have passed through that step of the AO. This view of participants is similar to the Participant Activity view in the Activity Feed.

Notes:

  • In the Snapshot mode, Admins can’t configure the model steps. Click Exit Snapshot Mode to return to the model configuration page.

  • AO Snapshot will not fetch the data for this view if the number of participants exceeds 99999.

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Troubleshooting Configuration Errors

The model configuration screen will highlight steps that have not been configured properly after the Admin clicks PUBLISH on a Program. This is available for all Program models.

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When users click the PUBLISH button, red highlights will appear over any steps within the model that have not been configured properly and would prevent the outreach from being published successfully. If this feature identifies one or more steps that have not been properly configured, the outreach will not be published.

Users can hover over the red exclamation points at the top-right of any highlighted step for more information on the configuration issue.

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After users have resolved the configuration issues, they can click PUBLISH again to complete publishing the Program.

Exiting the Model

After configuring the Program, users have three options before exiting the model:

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Save: This saves any configuration changes made to the model.

Publish: This publishes the outreach and begins the process of sending messages to participants. Publishing an outreach moves it into an Active status.

Note: It is not possible to make additional model configurations to an Active outreach other than changing the sync schedule for participant sources, removing participants, or configuring Uniqueness Criteria. For more information on these available configurations, refer to Adding Participants to a Program.

Discard Changes: This exits the model without saving any configurations that have been made.

Options for Published Programs

After a Program has been published, the model configuration view changes to reflect new options available.

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  1. Back to Program List: Click here to navigate to the Program List View.
  2. Program Status Drop-down: This drop-down will display the Program's current status. From here you can select to Pause or Stop the Program. Refer to Program List View and Create New Outreach for more information on Program statuses.
    • IMPORTANT: 
      • Stopped Programs can have no new participants added, and all participants are moved to a completed state. Further configurations are not possible, and the Program can not be started again.
      • The Pause option for Programs has been temporarily disabled, but we plan to re-enable it soon.
  3. Edit Program Details: Click here to edit a Program's basic details, refer to Program List View Create New Program for more information on these details.
  4. Program Snapshot: Click here to navigate to the Program's Snapshot mode.
  5. Participant Activity Feed: Click here to navigate to the Program's Participant Activity Feed.
  6. Program Analytics: Click here to navigate to the individual Program's analytics. Refer to Program Analytics for more information.

If you have questions or feedback about the feature explained in this article, please share them on community.gainsight.com.