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.
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.
You can configure up to nine emails in the chain, with either Wait Timer or Conditional Wait steps between them. This model is linear, and it is not possible to create branching steps within the Email Chain.
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. You can configure a Time Limit for how much time will pass before the Participant is either moved to the next stage of the Email Chain, or is moved to Completed. The function of the Time Limit field changes depending on the condition set. This is explained in more detail below.
The conditions include:
- Has Email Opened- The recipient opens the email.
- Has Email Not Opened- The recipient does not open the email.
- Has Link Clicked- The recipient clicks a selected link within the outreach.
- Has Link Not Clicked- The recipient does not click a selected link within the outreach.
If the conditions for Has Email Opened and Has Link Clicked have not been met before the configured Time Limit, then the Participant will be moved to Completed.
For the conditions Has Email Not Opened and Has Link Not Clicked, the amount of time configured as the Time Limit must pass before the Participant is considered to have met the set condition. If the Participant does not meet the condition because they have either opened the email, or clicked the set link, they will be moved to Completed.
The Link Clicked conditions search for links within the email based on a “Contains” search. You do not need to enter the exact link, but can instead enter text contained within the link, such as the domain. You can configure these conditions for multiple links within the email by entering multiple values separated by commas. This feature will not operate if Link Tracking is not enabled.
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.
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.
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.