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Gainsight Inc.

Catch-up on CoPilot Enhancements

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.

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.  
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