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Gainsight Inc.

Catch-up on CoPilot Enhancements

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.

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.

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