The green participants icon at the beginning of every model gives users the option to add recipients to the outreach from four potential sources: Event, Power List, CSV, and Query Builder.
Multiple sources can be selected and used in a single Advanced Outreach. The participants from all of the sources can be synced into a single list.
Note: By default, only one source for each source type can be added to an Advanced Outreach. If you need to add additional sources of a single type, please contact Gainsight Support.
To begin adding participant sources, click the green participants icon and then click the + icon in the top right in order to select a source type.
Allows users to add participants from Gainsight’s Event Framework found under Administration > Events. Events can be defined as activities that are triggered as a result of some other activity. For example: A case satisfaction survey to be sent whenever a case is closed can be configured as an event, or a notification email to be sent whenever a participant responds to a survey.
To add an event, perform the following steps:
- Select Events from the Add Sources (+) menu.
- Select the required topic from the drop-down list.
- Select an event associated with the topic.
Note: Values in the Event menu are populated based on the topic selected in the previous step.
- Select a version associated with the event, and click SAVE. The required event is added as a participant to the outreach.
Note: You can add only one Event source per advanced outreach.
For detailed information on the Events framework and how they are created, see the Events Framework article.
Allows users to add participants from an existing power list. Users can add one power list per Advanced Outreach. For more information on how to create power lists, see the article Create CoPilot Power Lists (aka, email contact list).
Participants can be added from a Power list in one of two ways:
- Statically, where all members of the list at the time of selection are added as participants to the Advanced Outreach.
- Dynamically, where new members who later meet the criteria of the power list will be added as participants. If the dynamic option is selected, the power list will be checked once a day at a scheduled time. You can select the time after this option is selected.
Note: When the Advanced Outreach pulls Participants from a Power list, this does not trigger a refresh process within the Power list. In order to keep the Participant list as up-to-date as possible, Power lists should be scheduled to refresh before the Advanced Outreach is scheduled to pull in Participants each day.
Allows users to upload participants from CSV files. Only one CSV file source can be added to an Advanced Outreach. Users can download a CSV template from the link illustrated below:
Allows users to create a bionic query that will add participants. For more general information regarding queries used with Bionic Rules, see the article Getting Started with Bionic Rules.
After selecting the Query Builder as a source, you will need to add a Dataset Task to configure the source.
The query builder functionality allows users to pull in contact information using an interface identical to Bionic Rules.
Users are able to query source objects from Native Data, Matrix Data, and Data Spaces. The Task Name and Output Dataset Name must be filled out before the Dataset Task can be saved. These fields allow users to differentiate between different Dataset Tasks that might be added to the query.
Within the Show section of the Query Builder, users can select fields from the source object that they would like to reference. The data from these fields will then be available when mapping the participants later.
The Filter section of the Query Builder will set the criteria for what contacts are pulled in by the query. Only contacts that meet this criteria will be pulled in as participants.
Once the query is configured, click SAVE in the top-right to save the Dataset Task.
After you have configured all Dataset Tasks to be used by the query, you will also have the option to schedule the query to run and pull in participants.
Click the SCHEDULE option in the top-right of the Participants configuration.
This schedule can be configured one of two ways:
- Statically, where all contacts that are pulled in by the query at the time are added as participants to the Advanced Outreach.
- Dynamically, where new members who later meet the criteria of the power list will be added as participants. If the dynamic option is selected, the query will run once a day at a scheduled time. You can select the time after this option is selected.
Additional Participant Configuration Options
After an initial source is added for Participants, additional configuration options become available.
Users have several options to further define and configure Participants.
1. Uniqueness Criteria: Sets the field that is used to determine if an individual participant is unique from other participants. Only unique participants will be included in the outreach. This prevents contacts from being sent multiple, identical emails as part of the outreach.
When selecting Uniqueness Criteria for Advanced Outreaches, Admins can decide if contacts with the same Uniqueness Criteria can only be added to the Participant Lifecycle once in the lifetime of an Advanced Outreach, or if they should be added again after reaching a selected Participant State. This feature can be configured so that participants can be re-added after reaching any combination of Participant States. For example, if you would like contacts to be re-added after they leave the Participant Lifecycle because they were “Knocked Off” or encountered a “System Error”, you can select those options. This option can be configured after the Advanced Outreach is published.
Prevent Participants from Receiving Surveys Repeatedly: When selecting the option for users to be re-added after they reach a participant state, it is recommended to use the option "Participant with same email address can enter once in X days". This will prevent the participant from being added to the outreach again if they have already been added to it within a set amount of time, even if they meet other criteria set within the Uniqueness Criteria section. This will prevent the participant from receiving duplicate messages. See the Advanced Criteria section for more information.
2. Exclusion List: Users can upload a CSV of contacts that they would like to exclude from the outreach, even if they are added as unique participants from a source. After this CSV is uploaded, users will need to select a criteria field to determine how participants are excluded. The available fields will be pulled from the CSV’s headers. This list will be considered when the sync feature consolidates each source into a single participant list. Any contact on this list will not be added by a source during the sync.
Exclusion lists can be deleted after an Advanced Outreach has been published by clicking on the trash can icon next to an uploaded list. After the list is deleted, if a participant that would have been excluded by the list is then added by a source, it will enter the participant cycle of the Advanced Outreach.
3. Advanced Criteria:
Users can select checkboxes that will:
- Prevent a Participant with the same email address from being added to the Outreach within a set number of days. The number of days can be customized by the user.
- Allow participants without valid Salesforce Account IDs to be entered within the outreach.
Since it is possible to add participants from multiple sources in a single Advanced Outreach, it is important to map the data being pulled from each source to the fields within the Participants object. In the Standard Field Mapping section, the column on the far left will display a list of standard fields from the participant object. Each Participant source will display an adjacent column, giving users the chance to select which source field is mapped to a standard participant field. Additional custom field mapping can be added as well.
For certain models, such as the Customer Satisfaction Survey, you are required to map to a field called the Context ID. This field is used to define the context for why the survey is being sent, and to link the survey's responses to the appropriate files in Gainsight. For example, when sending a case closure survey, we need to pull in the Case ID field as part of a Participant Source, and then map it to the Context ID field. This enables us to tie participant's survey responses to the appropriate case.
Sync Sources: This gathers all contacts from all of the sources and syncs them into a single Participants list.
Participants: View the list of all Participants created by the Sync Sources option. This view can display up to 1,000 records.
Add Source: Add another source of participants to the outreach.
After participants have been added to an Advanced Outreach and the outreach is published, they will go through a process called the Participant Lifecycle, which will track what stage the Participant is in throughout their time as part of an Advanced Outreach. This lifecycle has several stages:
Review: The Participant is picked up as part of the Advanced Outreach and is analyzed for uniqueness at this time.
New: The Participant meets the Advanced Criteria and is not found in the Exclusion List.
Active: The Participant meets the set criteria and is given an identifier. The Participant has been added to the Business Process Engine and the first action of the Advanced Outreach has been completed for this participant. It will be in this stage until it is no longer being sent messages as part of the outreach.
Completed: The Participant is no longer being sent any messages as part of the Advanced Outreach. A participant will move to this stage if they have completed the request sent to them, such as completing an NPS or CSAT survey, but can also move to this stage if the participant has not responded and the time set by the conditional wait has passed.
Knock-off: The Participant is no longer being sent messages as part of the Advanced Outreach. A participant will move to this stage if they are manually deleted from an outreach’s participant list, or if the outreach has been moved to the Stop status.
Drop: The participant would normally be picked up as part of the Advanced Outreach, but is invalid for the process. This typically occurs because a required field is missing, such as an email address. The reason for this drop will be documented in the field Failure Reason on the Participant object.
System Error: The participant would have been picked up as part of the Advanced Outreach, but something went wrong during the process of adding it. This usually occurs because of an infrastructure issue. The reason for this error will be documented in the field Failure Reason on the Participant object.
The Participant Life Cycle is further illustrated below:
If you have questions or feedback about the feature explained in this article, please share them on community.gainsight.com.