Each Model has components that can be configured to create customized 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 Advanced Outreach. For more information on adding participants to an Advanced Outreach, refer to Adding Participants to an Advanced Outreach.
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.
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 Adv. Outreach 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 Adv. Outreach 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.
Conditional Wait Example
- 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 Conditional Wait for Email Chain.
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.
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.
Admins have the ability to create and close multiple CTAs as part of the Adv. Outreach 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: Users will need to add NSURL in remote site settings to use CTA events within an Advanced Outreach. If this is not added, the CTA events will not be processed.
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.
In the case of native field mappings, the Advanced Outreach 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.
The close CTA step requires users to select which CTA step in the Adv. Outreach 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 Advanced Outreach are met, so that manual interaction with the CTA is only needed if those conditions are not met.
Note: Advanced Outreach 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.
The Wait Timer step can be configured to wait a set amount of Days, Hours, or minutes before sending the next message.
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 Advanced Outreach: Conditional Wait for Email Chain.
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.
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.
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.
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 Advanced Outreach 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.
Each Advanced Outreach 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: When customers have not responded to the sent survey, this email should be configured and sent to remind customers about to complete the survey.
- 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.
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
- Template of the email’s content (must be Email Template 2.0)
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 an Advanced Outreach, refer to the article How to Test an Advanced Outreach.
Note: After a link to a survey is established within an Advanced Outreach, 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 Advanced Outreach.
After the email template is selected, users have the option to map any included tokens and to link to any selected surveys.
Advanced Outreach Snapshot
For all Adv. Outreach models, users can access the Snapshot mode to view the number of participants that are currently in each stage of the Outreach. Click the camera icon in the top-right of the outreach model page to access the Snapshot.
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.
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.
Exiting the Model
After configuring the Advanced Outreach, users have three options before exiting the model:
Save: This saves any configuration changes made to the model.
Publish: This publishes the outreach and begins the process of sending messages to participants.
Discard Changes: This exits the model without saving any configurations that have been made.
If you have questions or feedback about the feature explained in this article, please share them on community.gainsight.com.