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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

September 2018: 5.19 Release

  1. Access to new Email Template Performance Report: Users can view a new, out-of-the-box report to help you understand which Email Templates perform the best. You can view this report by navigating to Journey Orchestrator > Program Analytics > select Customer Analytics > Email Template Performance Report.

2 Access to new Email Template Performance Report.png

The report includes an entry for each email template, and displays columns of performance stats calculated based on the template’s use throughout all Programs within your org. These columns are not available for reporting outside of the Email Template Performance Report in Program Analytics. The performance stats include Delivery Rate, Open Rate, Click to Open Rate, Bounced Rate, and Unsubscribed Rate. The stats are displayed as percentages with the actual number of relevant messages in parentheses. For example, under Delivery Rate the number in parentheses reflects the actual number of messages delivered, under Open Rate the number in parentheses reflects the actual number of times the mail was opened for the first time by the receiver, and so on. For more information on this report, refer to Program Analytics: Reports Across Programs.

  1. Configure Email Template HTML with more efficiency: When configuring email templates, users can auto-select text in the HTML editor based on text selected in the email template, search and replace text, and collapse style and image attributes within the HTML editor.
    1. Auto-Select HTML Text: After highlighting the text you would like to edit, click the edit HTML option to automatically navigate to that text in the HTML editor.

3 email template enhancement_edit HTML.gif

  1. Search and Replace Text: Within the email template HTML editor, press Ctrl-F to pull up the text search bar, enter the text you are searching for, and click the + icon to enter the text you would like to replace it with. You can select to replace either the highlighted text, or every instance of the text in the template.

4 email template enhancement_search and replace text.gif

  1. Collapse Style and Image Attributes: Within the email template HTML editor, click the gear icon in the upper-right corner. You can select Fold style/src to collapse all style and image attributes in the template’s HTML, and Unfold style/src to expand all style and image attributes. When the attributes are collapsed, you can click the purple collapse icon in the HTML to expand the individual element.

5.19 email template enhancement_collapse styles.gif

     For more information on editing Email Templates, refer to Create Journey Orchestrator Email Templates.

  1. Use CTA Status for Previous Step conditions in Conditional Wait: While configuring the Conditional Wait step, Admins can now select “Create CTA” as a condition based on previous program steps. Admins can use this configuration to determine how participants move through the Program model, based on the status of a CTA created in a previous Program step. For more information on how to configure previous step conditions, refer to Programs: Conditional Wait.

    Take the following steps to add this as a condition:
    1. Navigate to Journey Orchestrator > Programs and either open an existing Program, or create a new one of any model. The model will need to be configured to have a Conditional Wait step after a Create CTA step. For more information on how to configure Program models, refer to Configure Model and Emails for Programs.
    2. Click to configure the Conditional Wait step.
    3. Click +CONDITION.
    4. Select Previous Step from the condition drop-down.
    5. Select Create CTA from the initial field drop-down.
    6. Select a CTA status value from final field drop-down.

6 Select a CTA status value from final field drop-down.png

  1. Preview Conditional Wait Steps in Programs: When configuring the Conditional Wait step, Admins can now preview how Participants will proceed from that step to the rest of the Program model. This feature can be used to test the accuracy of the step’s configuration before publishing the Program.

    To preview a Conditional Wait step, click the PREVIEW option at the top-right of the Conditional Wait configuration.

7 PREVIEW option.png

This feature will display the list of participants in the Program who are in Review, Active, or New states. If no participants are in those states, the Preview will not load, and an error message will display.

From the Conditional Wait Preview screen, users can select one participant from the list and see the following:

8 Conditional Wait Preview screen.png

1. Select the participant you would like to preview from the drop-down field.

2. Navigate to the previous participant in the participant list.

3. Navigate to the next participant in the participant list.

4. A green checkmark will display when the participant has met the configured condition.

5. A red X will display when the participant has NOT met the configured condition.

6. If there is more than one condition configured with a combination of AND/OR advanced logic, the final configured condition evaluation will be displayed, along with the final result for the participant.

Note: The Preview feature is applicable for Event, Participant, Calculated Field, and Previous Step conditions.

5. Option to sync only new participants in Programs: When syncing participants in a Program that already has participants, Admins can choose to either clear the current participant list and sync participants from all sources again, or sync only participants that are new to the existing list.
To make this selection, navigate to Journey Orchestrator > Programs > open a Program with an existing participant list > navigate to the participant configuration screen > click the participant sync option.

9 participant sync option.png      The following message will display: “This will clear and sync all participants from the sources again. Do you wish to continue?”
      
Followed by the options YES and NO, SYNC ONLY NEW PARTICIPANTS.

10 SYNC ONLY NEW PARTICIPANTS.png

Clicking YES will clear the current participant list and sync participants from all sources again. Clicking NO, SYNC ONLY NEW PARTICIPANTS will only sync new participants to the existing participant list.

  1.  Refresh Power List sources before a Program is executed: Admins can now configure Power Lists to be refreshed automatically before an Outreach or Program is executed. This option can be found under Journey Orchestrator > Power List > either click to edit an existing power list or create a new one. Within the power list, click the checkbox labeled, “Refresh the power list before Outreach/Program execution”. This option is selected by default for newly created power lists.

11 Refresh the power list before Outreach-Program execution.png

This enhancement will not affect existing Programs by default.

If an existing Program is using a power list that has this feature selected, the following message will display in the source configuration screen:

12  source configuration screen.png

This Power List has refresh enabled before program execution. In order to apply the changes, save the below configuration. Admins will need to save the configuration to enable this feature for existing Programs.

  1.  Use Pivot tasks in Query Builder: Admins can now use pivot tasks within the Query Builder as a Program’s Participant source. Pivot tasks can reorganize and summarize selected data in an object to create a column for every data value. To select a Pivot task open a Program model and navigate to the Participants step > + SOURCE > Query Builder > +TASK > select Pivot from the drop-down.

13 select Pivot from the drop-down.png

This enhancement can help create email campaigns based on specific values contacts or companies might have in a particular field. For example, suppose you have a list of Open Cases and one of the columns is “Priority,” with values like “First Priority”, “Second Priority”, etc. You can pivot this and determine for each customer how many “First Priority” cases, “Second Priority” cases, and so on, that they have. Then you could use this queried information to pull in participants as part of an Email Chain or Survey on Product Satisfaction.

Query Builder pivot tasks operate identically to pivot tasks in Bionic Rules. For more information on using pivot tasks, refer to Pivot Tasks in Bionic Rules. For more information on using the Query Builder, refer to Adding Participants to a Program.

  1. Warning messages display when Admins select Pause, Resume, or Stop a Program: When Admins select Pause, Resume, or Stop a Program from the Program Status Drop-down on the model configuration page, messages will display explaining how the selected status change will affect the Program. Admins can then select either YES or NO to confirm or cancel the status change. For more information on how to change the Program statuses, refer to Configure Model and Emails for Programs.

    Note: The ability to Pause a Program is not currently available, but we plan to add it back as part of a future release.

14 Pause a Program.png

The text of the displayed message will depend on the status selected:

  • User Clicks on Pause: "Clicking YES will pause the program and the status of the participants will be changed to Paused. Are you sure you want to continue?"
  • User Clicks on Stop: "Clicking YES will stop the program and the status of the participants will be changed to Completed. You will not be able to resume the program. Are you sure you want to continue?"
  • User Clicks on Resume: "Clicking YES will make the program active and the participants will continue in the journey. Are you sure you want to continue?"
  1. Snapshot view shows “in process” states: The Program Snapshot view now has an “in process” state to show when participants are between program steps. It is normal for Participants to spend time “in process” as background jobs related to the program take time to complete. Previously, participants that were “in process” would not be reflected in the Snapshot view. Now, an icon for “in process” participants will display between the Program’s steps in the Snapshot view. This increases the accuracy of the view.

    You can view the icon by opening a published Program with Participants “in process” and clicking the Snapshot view option in the top-right of the Program model view. The icon will be visible between the program steps where participants are being processed.

15 Snapshot view shows “in process” states.png

You can click the “in process” icon to view the list of Participants currently being processed at that point in the program journey.

16 snapshot enhancement processing stage.gif

For more information on the Program snapshot view, refer to Configure Model and Email for Programs.

  1.  Use Report Builder to Query for Failed Participants: Admins can now create reports on failed participant data in Report Builder to see failure reasons for participants across all Programs. To create a report on this data, navigate to Administration > Report Builder and select AO Failed Participants History as the source object.

    Note: Failed participant data can also be found under the AO Failed Participants source object. However, filtering is not supported for participant fields on this object.

17 AO Failed Participants source object.png

  1. Program Performance Enhancements: With this release, we have completed major enhancements to our Program infrastructure which reduces the amount of time for Participants Sync and publishing Programs. With these changes, Program actions like Send Email, Create CTA, and Conditional Wait Evaluation will be performed in dedicated servers, which will drastically reduce the total time of the Program lifecycle. See the stats documented below which reflect this reduction in processing time.

#Participants

Before

Total Time Taken to Publish (HH:MM:SS)

After

Total Time Taken to Publish (HH:MM:SS)

%Decrease

Before

Time Taken to Sync Participants (HH:MM:SS)

After

Time Taken to Sync Participants (HH:MM:SS)

%Decrease

Before

Time Taken to Perform All Actions(HH:MM:SS)

After

Time Taken to Perform All Actions(HH:MM:SS)

%Decrease

10K

2:15:00

0:59:16

56%

0:15:12

0:02:00

86%

7:30:00

0:59:16

86%

1 lakh

13:32:46 PM

3:00:00

78%

1:00:20

0:05:22

91%

~24:00:00

08:03:2

67%

Additionally, with these changes we have fixed some minor issues for Program Snapshot. As a result, the participant counts for this feature are now more accurate. We’ve also added new Snapshot icons to provide a more complete picture of the currently running participants.

August 2018: 5.17 Release

  • Pause Feature for Programs temporarily removed: We have temporarily removed the ability to Pause Programs as we work on resolving an issue with the feature related to Conditional Wait.

    The issue caused Participants to be stuck on the Conditional Wait step indefinitely. This occurred if the Participant was held in a Conditional Wait step and the timer setting expired while the Program was Paused.

    No Programs are currently impacted by this issue. We have removed the Pause feature proactively, to prevent future participants from getting stuck. We expect the issue to be resolved and to restore the Pause option by mid to late October. The Pause option will be visible again in Program configuration when it’s re-enabled.

    Other configuration options for Programs have not changed. Programs that are currently Paused can still be Resumed and Stopped. Once a Paused Program is Resumed, it can not be Paused again until the feature is restored.

    It is still possible to Stop a Program so that it no longer sends messages. Stopped Programs can not be started again, all active participants will be moved to a status of “knocked off”, no new participants can be added, and no further configurations to the program can be made.

program pause.png

  • Journey Analytics name change: The Journey Analytics page is renamed to Program Analytics. This page displays data across Programs for each customer and contact. The name change will be reflected throughout Gainsight. The functionality of the page will not change. You can view the Program Analytics page by navigating to Journey Orchestrator > Program Analytics. For more information on the Program Analytics page, refer Program Analytics Overview.

Journey analytics name change.png

  • Null value available for Multi-Variant Filters: Users can now select null as a value when selecting filters for email variants. When selecting variant filter criteria as part of a Multi-Variant Email, you can click the null check-box to select a value of null as part of your variant filter. You can select this option to have more control over what variant is sent to recipients that have null values for your selected criteria. For more information on variant filters, refer to Create and Send Multi-Variant Emails.

clipboard_ea57afe58b27c20d81604294bc29adaaf.png

  • Filter Program List using Status Key: User can now filter the Program List View by clicking on the status name in the list key. The list view will then only display programs that match the selected status.

program list view status filter.gif

July 2018: 5.16 Release

  • CoPilot and Advanced Outreach name change: CoPilot is renamed Journey Orchestrator and Advanced Outreach is renamed Programs. The name changes for these features will be visible throughout Gainsight and will not affect the functionality of these features. The names of the data objects associated with these features have not changed. 

JO_Programs.png

  1. CoPilot and Advanced Outreach name change: CoPilot is renamed as Journey Orchestrator and Advanced Outreach is renamed as Programs. The name changes for these features will be visible throughout Gainsight and will not affect the functionality of these features. The names of the data objects associated with these features have not changed.

    Note: We are currently working on updating the images within our documentation to reflect this change and expect to complete this process by end of July. Until then, You may encounter screenshots that display the terms CoPilot and Advanced Outreach. Thank you for your patience as we make this change.

CoPilot and Advanced Outreach name change.png

  1. Community icon for RN.png View Failed Participants List: You can now view a list of failed participants  which are not added to the Programs for some reason/s. The list is generated after participants are synced (manually or via schedule) after unique and advanced criteria are applied.

    The list includes a column displaying the reasons for failure. The following table lists the conditions for which participants might fail to sync and the message associated with that condition:

Condition

Failure Message

Unique Criteria

Participant filtered due to unique criteria

Don’t Send Emails in X days

Participant filtered due to advanced criteria

Hard Bounce

Participant email address part of hard bounce list

Soft Bounce

Participant email address part of soft bounce list

Unsubscribed Email

Participant has unsubscribed from Survey/CoPilot Emails

Invalid Email

Invalid Email Address

Exclusion List CSV

Participant part of CSV Exclusion List uploaded into the advanced outreach

Operational Email - Rule 1

Operational Email - More than 5000 active participants in the advanced outreach

Operational Email - Rule 2

Operational Email - More than 5000 participants synced per day

No Sfdc Account Id or Company Id or Sfdc RelationShip Id or Gs Relationship Id

Participant Account/Relationship Id not synced correctly

You can view the Failed Participants list by navigating to the model configuration of a Program > Participant Configuration and clicking the Participants icon.

View Failed Participants List_1.png

You can then view either the Participants or Failed Participants list by clicking the associated tab.

View Failed Participants List_2.png

For more information on adding and viewing participants in a Program, refer Adding Participants to a Program.

  1. Add Custom Email Fields to Programs: Admins can now include custom email fields in a Program’s email. These fields can be used to configure the fields “To”, “Reply-to”, “From Email”, and “Email Copy to”; as well as the tokens within a Program’s email steps. Prior to this release, only the “Recipient Email Address” and “Manager Email Address” email fields could be configured in those areas. The additional email fields are added as custom fields when configuring participant mapping.

    You can use this feature to contact people related to the account other than the Participant or CSM as part of your Program. For example, if you needed to reach out to a contact with a third party vendor as part of an email step in the Program, you could map a custom email field to the field containing the vendor’s email address. Then, you could use that custom email field when configuring an email step within the Program.

    To add a custom email field, navigate to the Participants Configuration section of your Program and select Mapping Participant Sources > Custom Field Mapping > + ADD CUSTOM FIELD > Email.

    Add Custom Email Fields to Programs.png

    Note: You can add up to three custom email fields to use as part of your Program. 

    After the custom field is added, you will be able to map it to the fields pulled in from your participant sources.

    Custom Field Mapping.png

    Note: Syntax Validation for the content of the custom email fields will occur during Participant Sync. If the validation fails, the participant will move to the list of Failed Participants. 
    For more information on mapping fields and syncing participants, refer to Adding Participants to a Program
    You can select the custom email fields as tokenization options in the Program’s email step.

Summer NPS Survey.png

     For more information on configuring email steps, refer to Configure Model and Emails for Programs.

  1. View customer and contact analytics on the new Journey Analytics page: The Journey Analytics page displays data across Programs for each customer and contact. Under Journey Analytics, admins can view information including the number of programs a customer or contact has participated in, as well as out of the box reports for bounce rate, unsubscribe rate, and other data.

    Journey Analytics is a new page as of the 5.16 release. To navigate to this feature, select Journey Orchestrator > Journey Analytics.

    Journey Orchestrator _ Journey Analytics.png

    The search bar at the top of the page can be configured to search for Customers or Contacts. Click the drop-down arrow by the magnifying glass to display these options. You can then type in the name of the Customer or Contact you would like to search.

    Journey Orchestrator _ Journey Analytics (Search).png

Customer Analytics

Customer Analytics.png

  1. Back Arrow: This is only visible after a Customer has been selected from the search bar above. Click the arrow to navigate back to the default Journey Analytics page.
  2. Programs widget: Displays the total number of Programs contacts associated with the Customer has participated in
  3. Contacts widget: Displays the total number of Contacts associated with the Customer that have participated in Programs
  4. Total Email Sent widget: The total number of emails sent to Contacts associated with the Customer from all Programs
  5. Open CTAs widget: Displays the total number of open CTAs associated with the Customer
  6. Open & Click Rate widget: Displays the percentage of delivered emails out of sent emails, the percentage of open emails out of delivered emails, and the percentage of clicked emails out of opened emails for the Customer. These percentages are pulled from all Programs.
  7. Bounce & Unsubscribe Rate widget: Displays the percentage and number of Bounced, Unsubscribed, and Rejected emails sent to the Customer. These percentages are pulled from all Programs.
  8. Sent, Open, Click Report: Displays the number of emails sent, opened and clicked on by the Customer over time. Users have the ability to filter based on time period, change the report’s visualization type, and other chart options. This report, as well as the Bounced report and Spammed report also on this page, were previously available under CoPilot > Analytics. For more information on configuring these reports, refer to Review Journey Orchestrator Analytics (Reports).

Contact Analytics

Contact Analytics.png

  1. Customer Info: Name and Email of contact currently displayed. The back arrow will navigate to the default Customer analytics screen.
  2. Programs widget: Displays the total number of programs the contact has participated in
  3. Total Email Sent widget: The total number of emails sent to the contact from all Programs
  4. Open Rate widget: Displays the rate the contact has opened emails sent to them through Programs
  5. Program filter: Use this drop-down field to select the Program you would like to see activity for
  6. First Entered Program: Displays the date and time the contact entered the selected Program as a participant
  7. Email Activity Breakdown:
  8. Activity Feed: Displays the contact’s activity feed for the selected program. For more information regarding activity feeds, refer to Programs: Participant Activity Feed.
  9. Refresh: Click this to refresh the content of the contact’s activity feed.

June 2018: 5.15 Release

  1. SFDCnMDA.png Send Operational Emails through Advanced Outreach: Email templates that are marked as operational can now be included in the Advanced Outreach Email Chain model. For more information on operational emails, refer to Operational Email Guidelines.

1-Send Operational Emails.png

Note: Operational email templates can only be included in the Email Chain model.

An Operational email can be included in any email step in the Email Chain Model. You can add a combination of operational and non-operational email steps.

For an Advanced Outreach which has at least one operational email template, the following restrictions apply:

  • No more than 5000 (or the limit configured per tenant) active participants can be within the Advanced Outreach. If more than 5000 participants are added, the participants will be dropped.
  • No more than 5000 participants can be added to the Advanced Outreach per day.

Example: If you add 5000 participants to an Advanced Outreach the first day it is published, and then 1000 of those participants move to completed or are dropped from the outreach in that same day, you will not be able to add more participants until the next day even though there are less than 5000 participants currently active.

After an operational email template is added to an email configuration step of an Advanced Outreach, the following message will be displayed informing the user they have selected an operational template:

  1. SFDC.png Preview results of Query Builder in Advanced Outreach: Admins can now select a preview option at the top-right of the dataset task configuration page. This feature is designed to help the admin monitor the output of each task to ensure that the configured task is accurate and meets the needs of the Advanced Outreach. For more information on using Query Builder in an Advanced Outreach, refer to Adding Participants to an Advanced Outreach.

2-Preview results of Query Builder .png

Clicking this option will open a pop-up window with the results of the query.

3-results of the query.png

  1. SFDC.png Pan and Zoom functions in the Advanced Outreach Model Configuration screen: Within the AO model configuration screen, Admins can scroll to zoom in and out of the model using the mouse. They can also click and drag the model, or use the arrow keys to pan across the screen.

4-Pan and Zoom functions .gif

  1. SFDC.png Configuration Errors Displayed in Adv. Outreach UI: The model configuration screen will now highlight steps that are not configured properly after the Admin clicks PUBLISH on an Advanced Outreach. This is available for all Advanced Outreach models.

5-Configuration Errors Displayed in AO.png

After clicking the PUBLISH button, red highlights will appear over any steps within the model that are not configured properly and will prevent the outreach from being published successfully. If this feature identifies one or more steps that are not properly configured, the outreach will not be published.

Users can hover over the red exclamation points at the top-right of any highlighted step for more information on the configuration issue.

6-hover over the red exclamation points.png

After users have resolved the configuration issues, they can click PUBLISH again to complete publishing the Advanced Outreach. For more information, refer to Configure Models and Emails for Advanced Outreach.

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