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Gainsight Inc.

Catch-up on CoPilot Enhancements

February 2017: 5.5 Release 

  1. Create Variants for Email templates and Outreaches: Easily create and send multiple variations of an email within one Outreach to scale personalized customer communications and simplify reporting. This allows you to use one template for a single outreach, but send a different variant to different customers based on criteria you have set. For example, you can create variants of an outreach in different languages, and send them to different customers using the same outreach. For more information, refer to Create and Send Multi-Variant Emails.

  1. Send Outreaches at specific times: You can schedule related Outreaches to be sent at different times using a new Time Scheduler field. For example, if you want one variant to be sent during IST, and another during PT, you can schedule each of these variants to be sent at different times, all from the same outreach. For more information, refer to Create and Send Multi-Variant Emails.

  1. Report on Variant Outreaches: Under CoPilot > Outreaches > [click the name of an Outreach] > Report tab, a drop-down list is available to select a Variant and view the  associated Open and Click-to-Open rates. This will default to show All Variants.
  2. Special characters are supported within email addresses: This is the same range of characters supported by Salesforce and includes special characters such as: !#$%&`*+/=?^`{|}~’/”. These characters can now be used in CoPilot email fields without resulting in an error message.
  3. Send Email Templates as test emails: In CoPilot > Email Templates, logged-in users can send a test email to themselves from an email template in order to confirm the layout, etc. You can initiate this test by clicking on the “Send Test” button in the top-right corner of the template configuration page.

November 2016: 5.4 Release  

  1. Send CoPilot Emails to Internal Salesforce Users. You can now create Power Lists, Email Templates, and Outreaches specifically for internal Salesforce users, by selecting the User object directly in the Power List configuration. You can also sort by User in CoPilot Analytics. For more information, see Send Outreaches to Internal SFDC Users.
  1. Create Power List by importing CSV file of SFDC IDs or Email addresses. In the CoPilot > Power List page, you can import SFDC IDs or Emails addresses from a CSV file directly. For this strategy, you must select Contact as the source object. This option is helpful in situations where you have a list of contacts’ email addresses and there’s no way to filter for them in SFDC or Gainsight, such as a list of webinar attendees. Your CSV file must contain the Contact IDs (Salesforce) and/or the associated email addresses. For more information, see Create Power List from CSV.
  1. Improved email soft and hard bounce and blacklist management. In Administration > Email Configuration page, when you validate an email, the reason for blacklisting an email is shown. In addition, soft bounces will no longer be blacklisted, and we will retroactively remove emails that were blacklisted due to soft bounce. Distinction between hard bounce and soft bounce is clearly labeled in the Email logs. You can identify a hard/soft bounce using either of the following methods:
    • From Report Builder, use the Email Logs or Email Raw Events objects.
    • Administration > Email Configuration > Email Validator, enter an email address to see their status.
  2. Schedule an Outreach on the 'Last day of the month'. While setting up a recurring Outreach, a new option to schedule an Outreach on the ‘Last’ day of every month is introduced.
  1. New Power List sorting options. New sorting options are added to the Power Lists page. You can sort the list using:
    • Name
    • Last Modified Date
    • Last Modified By Name
    • #Contacts (number of contacts): this option sorts the list by the number of contacts in the Power List.
    • Sort Ascending/Descending: In addition to the above sorting options, you can use the Sort Ascending or Sort Descending option to further sort the list.
  1. Filter Power Lists by strategy: You can now filter the power lists by their strategy. A new filter PowerList Type is introduced in the Power Lists page that filters by Account, Users, Relationships, and so on.  

October 2016: 5.3 Release 

  1. Create Power List using a Data Space: Admins can create a Power List using a Data Space in CoPilot. By default, three Account Data Spaces are available for customers: Success Plans, CTAs, and GSTasks. Refer this tutorial for an example. 

  1. Outreach Reports contain Click-to-Open Rates: In CoPilot > Outreaches, you can track user-clicks on most clicked hyperlinks after an outreach is sent. The Click-to-Open rates were previously available in reports on the Email Logs object. The following types of reports are added to outreach statistics:

    1. In Open Rate section, Opened, Not Opened, and Bounced & Spammed percentages are shown.
    2. In Click-to-Open Rate section, percentage of user clicks on a campaign is shown.

  1. Email Subscription page in multiple languages: Administrators can configure a multilingual Email Subscription page containing the Opt-out Settings. Admins will then set a default language for the Opt-out Settings for a given email template, and if necessary, users can choose to view the Opt-out Settings page in a language of their choice.

  1. Add a new language at Administration > Languages.
  2. Navigate to Administration > Email Configuration.
  3. Click + to add your preferred language to the Languages drop-down list.
  4. Select the language from the Languages drop-down list, and enter the options in the new language in the OPT-OUT SETTINGS page (as shown in the image above). Note: While configuring the new language, a logo can also be configured.
  5. Navigate to CoPilot > Email Templates and create or edit an email template.
  6. Click Settings and select the default language for the opt-out settings.

  1. When the recipient clicks the Manage your subscription preferences link in the email, they have the option of selecting an alternate language for the settings as shown in the following image. 

Limitation: The language of the Opt-Out Settings page is not dependent on the contact’s language from their SFDC record.

  1. Send Operational Emails from CoPilot: Use CoPilot at CoPilot > Email Template > click Settings gear > [select the Mark this as operational email check box] to send operational emails without the Manage your subscription preference settings link in the footer. Contacts who have unsubscribed to regular emails from CoPilot will also receive the operational emails. For operational emails, the Power List size must not exceed 5,000 contacts. Note: You should only use this option when you are sending operational or transactional emails such as reminders for an upcoming renewal, or welcoming a new customer. For more information on what constitutes an operational email, refer to Operational Email Guidelines.

  1. Support for <MMMM DD, YYYY> date format in Email Templates: While adding tokens in email templates, you can now insert date value in <MMMM DD, YYYY> format.

  1. Support for .ICS , .ICAL files as attachments: In Email Templates, attaching .ics (Outlook/Google Calendar) and .iCal (iOS) calendar invite files is now supported. For more information about attachments to Email Templates in CoPilot, see Create CoPilot Email Templates.

  2. Send Outreach test run to logged in user: Before sending an outreach, you can test run by sending it to yourself. A new option Send to me is available while previewing the outreach.

August 2016: 5.2 Release 

  1. EnhancementCreate Power Lists, Email Templates, and Outreaches, and view Email Analytics for Relationship Types.
    • In CoPilot > Power Lists, you can now create a power list for a relationship type. This power list can be generated using the data spaces associated with the selected relationship type. For example, if you have Relationship Contact (likely to have an email ID field in it) as a linked object, you can use the associated default data space ([Relationship Type name + Relationship Contact]) to filter out contacts for your power list.

The following steps for sending CoPilot emails per Relationship Type are also summarized in this article.

  • In addition, if you want to select contacts from a specific data space, for example, ([Relationship Type Name + CTA]), then select the appropriate data space and add additional criteria. This strategy helps you fetch contacts from filtered relationships.

  • In CoPilot > Email Templates, you can now create an email template specifically for a relationship type. Creating relationship-type specific email templates enables you to include relationship-type specific surveys, and relationship attributes for token mapping.

  • In CoPilot > Outreaches, you can now create an outreach specifically for a relationship type.

  • In the CoPilot > Analytics > Customer tab, you can view the analytics for a relationship email.  You can filter the analytics for an account or a relationship with the Account/Relationship options.

2.  Enhancement: Send Relationship Surveys via CoPilot. If you create CoPilot email templates for a relationship type and insert a relationship survey, all the surveys created for that particular relationship type will be available to send via CoPilot.

3. EnhancementCoPIlot removed from Cockpit. For new customers, the CoPilot tab is visible by default. For established customers, navigate to the Salesforce ribbon, click the + button, and then click Customize my tabs. Add the CoPilot tab to your tabs and save. Then CoPilot will be available under the primary navigation icon in Gainsight. Note: After making the above change, if you still can't see CoPilot, it might be hidden at the profile level. For the relevant profile, set CoPilot's default visibility to ON.

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