Gainsight comes with a default survey email template that will be used when sending out a survey through Gainsight. This article will walk you though how edit the default and add new survey email templates. Note: if you use CoPilot to distribute your survey, you will configure your email template in the CoPilot email designer instead.

Important: Be sure to only use the Anonymous email template if you're checking the Anonymous box in the Survey > Properties. Anonymous email templates contain tokens that are designed to operate with anonymous responses.

To get started you will:

  • Click on your name at the top right
  • Click Setup
  • On the left choose Email
  • Click My Templates
  • In the folder drop down choose JBaraSurveyTemplate

In this view you wil see the existing templates and to the left of the Email Template name you can either Edit or Delete the template. Gainsight come setup with three survey templates by default:

  1. JBara Anonymous Survey with Account Tracking
  2. JBara Anonymous Survey without Account Tracking
  3. JBara Survey Template

Important: Be sure to only use the Anonymous email template if you're checking the Anonymous box in the Survey > Properties. Anonymous email templates contain tokens that are designed to operate with anonymous responses.

New Template

To create a new template you will:

  • Click on the email template name you want to use as a starting point
  • Click Clone
  • Keep the template in the JBaraSurveyTemplate folder
  • Fill out required fields
  • Click Save

When editing the cloned template you can change the language however it is critical that you retain the tokenized hyperlink as seen below:

{!JBCXM__SurveyParticipant__c.JBCXM__SurveyURL__c}?surveyId={!JBCXM__SurveyParticipant__c.JBCXM__SurveyId__c}&participantId={!JBCXM__SurveyParticipant__c.JBCXM__Token__c}