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Gainsight Inc.

Catch-up on CoPilot Enhancements

November 2017: 5.10 Release

Automatic Updates:

  1. UX Redesign in Advanced Outreaches: Includes changes to the Advanced Outreach configuration and Conditional Wait section to make it clearer, plus the ability to edit email titles for all Adv. Outreach models.
  • The Participants section of the Advanced Outreach has been redesigned to better illustrate the process for adding, filtering, and mapping participant sources.

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  • For Survey Advanced Outreach Models, the option to select the Survey is now on the first page of the Advanced Outreach configuration.
  • The In-Line Survey question checkbox was moved to the first page of the Advanced Outreach configuration. After checking this, you can select the survey question from the “Select a question” drop down field. For more information, refer to In-Line Survey Overview.

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  • The Run Date and Status fields have been removed from the first page of Adv. Outreach configuration.
  • The Adv. Outreach model page now has a Status indicator at the top-left of the page next to the Adv. Outreach’s name. This indicator can be used to change the status of the Adv. Outreach to Active, Pause, or Stop for published Adv. Outreaches.
  • Options to Save and Publish the Adv. Outreach are now available in the top-right of the model page. There is also an option to Discard Changes, which will revert the Adv. Outreach to the last saved version.

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  • Conditional Wait configuration screen has been changed for clarity. The Text for both screens has been revised to better communicate the options available.

  • When configuring an Adv. Outreach email, the configuration page will now be full screen. Clicking the Discard Changes button will revert the email configuration back to its last saved version. Clicking the Back to Model button on the top-right of this page will take you back to the Model configuration page.

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  • Buttons for the Activity Feed and Adv. Outreach analytics are now visible in the top-right of a published Advanced Outreach in the edit mode.

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  • The Activity Feed option is now visible when hovering over an Adv. Outreach in the Adv. Outreach list view. For more information on Activity Feed, refer to the CoPilot section of Incremental Improvements.

  • Options to Pause and Stop an active Adv. Outreach: With this release, you can pause or stop an advanced outreach from the AO model screen.

Incremental Improvements:

  1. Scheduler for Powerlist and Query Builder is available while bringing in participants: You can use the scheduler feature while fetching the participants from Powerlists and Query Builder sources in Advanced Outreach. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. When the schedule runs, it will run the Power List query for new contacts to be added as participants.

    To access scheduler options in Powerlist:
    1. Navigate to CoPilot > Advanced Outreach.
    2. Create or edit an Adv. Outreach.
    3. Click + SOURCE.
    4. Select Powerlist. The Powerlist screen appears.

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    5. Select a powerlist from the list.
    6. Select Add all the participants in the power list and ensure to include any participant added in the future.
    7. Schedule the power list as required. The following options are available for scheduling:
  • The Daily option allows you to select either every week day, or every day.
  • The Weekly option allows you to select which day of the week you would like to run the query.
  • The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

To access scheduler in Query Builder:

  1. Navigate to CoPilot > Advanced Outreach.
  2. Create or edit an Adv. Outreach.
  3. Click + SOURCE.
  4. Select Query Builder. The Query Builder screen appears.
  5. Provide a name for the Query Builder and click Save.
  6. Click the button labeled SCHEDULE in the top right of the Query Builder configuration page and select the option Add all the participants in the query builder and be sure to include any participant added in the future.

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  1. Preview email steps in Advanced Outreach: For each Email step in an Advanced Outreach, you can preview the email, as well as send a test email to an email address, or use the Send to me option. To access this feature, edit any Email step within an Advanced Outreach.

    To preview an email step in Adv. Outreach:
    1. Navigate to CoPilot > Advanced Outreaches.
    2. Edit or create an Adv. Outreach and add an email step.
    3. Add participants to the AO model and ensure participants are in Review, New, or Active status.
    4. Edit the email step in AO model.
    5. Click PREVIEW. The Email Preview dialog appears.
    6. Select a participant from the drop-down list. The email preview changes according to the selected participant and tokens will also be updated.
  • You can also use Previous Participant and Next Participant options to view the email preview for each participant.

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  1. Click Send to me to send an email preview to the logged-in user, or click Send test email to and enter an email address to send the email preview.

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Notes:

  1. This option is only available for Advanced Outreaches with participants in Review, New, or Active Status.
  2. To create an accurate preview email, the participant mapping must be completed correctly. If this mapping is incorrect, the Preview may look incorrect.
  3. This feature can be used without publishing the Advanced Outreach.

 

  1. Participant Activity Feed: Advanced Outreach offers an activity feed view for each participant. The activity feed appears as a flow diagram and displays each step of the participant journey in the Advanced Outreach. This includes when the participant was sent an email, how long the participant waited between each step, the participant responses to a survey, and when the participant was dropped from the AO journey and also the failure reason. You can also use the Refresh feed option on the Activity Feed page to view the latest updates. To learn more about Activity Feed, see Participant Activity Feed.

    Note: For Advanced Outreaches created before the 5.10 release, the Participant Activity Feed may not appear correctly.

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  2. Send Shared C360 Layouts through Advanced Outreach: Advanced Outreach emails can now send Shared C360 Layouts with contacts who are loaded to GS Person/ Internal User. You can add a link or button to an Email Template and send it to participants using an Advanced Outreach.

    Prerequisite: To successfully use this feature, you must populate the Company Person object using the Load to Person action in a rule.

    To add a Shared C360 Layout in Adv. Outreach:
    1. Navigate to CoPilot > Email Templates.
    2. Either edit an existing template or click +TEMPLATE to create a new one.
    3. Click the Layout drop-down and select either a Link or Button.
  • For each option, you can select the display text and decide to Enable Link Tracking.
  • For the Button option, you can set the Width and Height.

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  1. Navigate to CoPilot > Advanced Outreach page.
  2. Create or edit an Adv. Outreach.
  3. In the Adv. Outreach model, edit an email step.
  4. Select an email template that contains the C360 link or button. The email template preview loads on the screen.
  5. Click on the Link or button in the preview. The Map Layout Token dialog appears.

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  1. Select a layout from the list and click Update. This dialog lists all of the available Shared C360 layouts in the Gainsight Org.
  2. Click SAVE and schedule the outreach as required. 

Notes:

  • Each email step in the AO model can have only one Shared C360 Layout. Even if you have multiple placeholders in the email template, all of the links will point to the same shared C360 Layout in the email step.
  • You can select a different Shared C360 Layout for each email in the Adv. Outreach model.
  • Only participants who are synced to the Gainsight Users and Gainsight Persons object can receive emails with C360 views.
  • Participants that aren’t synced will be dropped from the Adv. Outreach if they come to a step that has a link, and moved to a completed status.
  • If the Adv. Outreach has a Shared C360 link and you preview the email, a dummy link appears.
  • If you use the Email Copy option, and a Shared C360 Layout link/button is present, the email copy will be sent to the intended participant.
  1. Use External Events to Trigger an Advanced Outreach: Gainsight now provides you the capability to publish events from an external system (apart from SFDC and MDA). See the Tutorial: Use External Events to Trigger an Advanced Outreach for more information.

September 2017: 5.9 Release

Automatic Updates:

  1. Email Statistics for Participant Analytics: Admins can now view an Email Statistics tab when clicking on sections of the reports within Advanced Outreach Analytics. This tab shows percentages for the following statistics:
  • Delivered: The percentage of messages successfully delivered as part of your outreach.
  • Opened: The number of customers/contacts who opened your email.
  • Not Opened: The number of customers/contacts who did not open your email.
  • Bounced & Spammed: The percentage of messages that failed to be delivered because the recipient’s inbox is full, the exchange server is not accepting any more email, or the email address is invalid, deleted, inactivated, etc. This also includes messages that were marked as spam by the recipient when delivered.
  • Unsubscribed: The percentage of participants who have unsubscribed from your outreach.
  • Click Performance: The percentage of participants who have clicked on the survey link sent to them. This also tracks Unique Clicks compared to Total Clicks.

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  1. Exclusion List Deletion after Advanced Outreach is Published: Admins can now delete an Exclusion List from an Advanced Outreach even after it is published. 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.

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  1. Advanced Logic for Multi-Variant Filters: The filters for individual variants within a Multi-Variant email now have Advanced Logic capabilities to better select segments of recipients. When setting filters, users will be able to select conditions other than equals, including not equals, greater than, greater or equal, less than, lesser or equal, contains, and does not contain. Users can select multiple filters and use Advanced Logic to select how the filters are applied with AND and OR operators. The AND operator denotes that all of the combined filter conditions are fulfilled by a contact for the variant to be sent to them. The OR operator denotes that at least one of the combined filter conditions must be fulfilled by a contact for the variant to be sent to them.

    For example, if you wanted to send the Spanish variant of a multi-language survey to customers in Spain and Mexico, you could configure a filter based on the Country field equaling Mexico and another filter based on the Country field equaling Spain. Then, you could use the OR operator, so that only one of the conditions needs to be met by a contact for this variant to be sent to them.

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  1. Partial Power List Schedule removed from Advanced Outreach Clones: Previously, when cloning an Advanced Outreach, a partial schedule of a Power List participant source was also copied. This partial copy has been removed entirely so that a schedule can be added by the user for cloned outreaches.

Incremental Improvements:

  1. Survey Settings in Advanced Outreach: For Adv. Outreach models containing surveys, you will now select the survey in the new Survey Settings page. The Survey Settings can be accessed by clicking the gear icon in the upper-right corner of the Advanced Outreach Model screen.

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In the Survey Settings page, users can select the survey for their Advanced Outreach, indicate if their email template contains in-line survey questions, and select the question they would like to use as part of an in-line survey.

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  1. Email Chain Model: A new model is available in Advanced Outreach that supports sending a series of related email outreaches, such as messages related to the Onboarding Process. You can now use Advanced Outreaches to accomplish everything you could with the original Outreach feature, apart from the Time Scheduler.

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Users 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.

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The Wait Timer step can be configured to wait a set amount of Days, Hours, or minutes before sending the next message.

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The Conditional Wait looks for a set condition to be met before sending the next message. Users 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.

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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. Users do not need to enter the exact link, but can instead enter text contained within the link, such as the domain. Users 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.

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Users can delete any step they’ve added by hovering over the step’s icon and clicking the trashcan 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 or reports can not be used with the new Email Chain model.

  1. Participant State for Uniqueness Criteria: When selecting Uniqueness Criteria for Advanced Outreaches, Admins can now 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.
    Navigate to Participants Configuration > Criteria within an Advanced Outreach to locate this option.

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May 2017: 5.6 Release

Automatic Updates:

1. Email Template 2.0: CoPilot’s email template designer is improved. Email Templates 2.0 are designed to avoid formatting issues that sometimes affected the original email templates feature. Email Templates 1.0 will still be available and can be cloned, but new templates can only be designed with the Email Template 2.0 architecture. These templates will not have specific embedded Surveys or Reports. Instead, placeholders can be added. Specific Surveys and Reports will now be added during the CoPilot Outreach configuration step. The new Advanced Outreach feature will only work with 2.0 templates. Email Templates 2.0 are not bound to Accounts or Relationship Types, meaning they can be used across accounts and relationships.

Email Templates 2.0 will be managed in the same location as old Email Templates, by navigating to CoPilot > Email Templates. Click +Template to create a 2.0 Email Template. 2.0 Templates are distinguished by a darker shade of blue in the header. For more information regarding New Email Templates, please see the Email Templates 2.0 FAQ

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New Features:

Create and schedule a series of related emails: The new Advanced Outreach feature enables Admins to create and schedule a series of related Outreach emails. For example, with surveys, you can schedule a head’s up email, the email containing the survey link, and multiple follow-up emails, including a thank you message, or request to meet and discuss further, all as part of one advanced outreach. For a general introduction to Advanced Outreach, please see the video Intro to Advance Outreach.

Please email support@gainsight.com to request access to Advanced Outreaches. After it’s enabled, it will be visible as a sub-tab under CoPilot.

This is a completely separate feature from the current CoPilot Outreach feature, and customers should continue to use the existing Outreach feature to manage the distribution of one-off emails. 

Admins will have more control over the Outreach’s participants, by scheduling daily checks for new contacts within a Power List, using the power of Bionic Rules to create queries, and by creating contact Exclusion Lists via a CSV. Multi-Variant Emails will be supported and Advanced Outreaches will only work with Email Templates 2.0. 

Advanced Outreaches included pre-built analytics for each outreach. These reports will track information such as response rate, total emails sent, survey click to open rate, and survey response rate.

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You can learn more about the differences between Advanced Outreach and the original Outreach feature by reading the Advanced Outreach FAQ

For detailed instructions, refer to How to Configure Advanced Outreaches.

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.

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