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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

November 2018: 5.20 Release

  1. Ability to use Calculated Fields as tokens when configuring Email and CTA steps in Programs: You can use calculated field tokens to reference dynamic information within a Program email and CTA step. For example, you could create a calculated field to display Utilization Rate, such as the one below.

32 create a calculated field to display Utilization Rate.png

Calculated fields can be from any MDA or Salesforce object. Using a combination of display fields and filters, they can query account variables. In addition to Utilization Rate, these variables include items such as the number of active users per account and the number of logins by the user.

The calculated fields must be created in the program, either within the Participant Configuration or within an added Conditional Wait step. For more information on creating calculated fields within programs, refer to Programs: Using Calculated Fields.

Once this field is created, you can select it as a tokenization option when configuring program email and CTA steps.

33 configuring program email and CTA steps.png

Notes:

  • When a calculated field is used as a token, it can not be deleted from the program.
  • If the calculated field value is Null for a participant, that participant will be dropped during participant sync.
  1. Inline support of tabular and non-tabular reports in Journey Orchestrator: Previously, to share reports, users had to export dashboards as PowerPoint files, and you could not include reports directly in the body of Program emails. Now, admins can display tabular and non-tabular reports from the Report Builder in emails sent through Programs in Journey Orchestrator. 

    This feature is designed to share simple reports with a low volume of data. Example use cases include sharing usage reports with users, or internally sharing upcoming renewals and new account assignments. To avoid display issues, tabular reports with only 5 columns and 20 rows maximum can be shared using this method. To share more complex reports with a higher volume of data, see the enhancement Ability to attach tabular reports as CSV in Journey Orchestrator.

    To display inline reports, admins must select email templates configured to contain a report placeholder within the body of the email. To add this placeholder, navigate to Journey Orchestrator > Email Templates and click to create a new template or edit an existing one. Click the Insert Report button to add a placeholder.

34  Insert Report button.png

For more information on configuring email templates to display inline reports, refer to Create Journey Orchestrator Email Templates

After an email template is selected, a report placeholder can be viewed within the body of the email in the email step configuration page. Click the drop-down field to select a report to display.

35 drop-down field to select a report to display.png

The reports available for selection are divided by their source objects. After the report is selected, it will be displayed in the selection window. Click SAVE to finish attaching the inline report.

For tabular reports larger than 5 columns or 20 rows, the following message will display above the inline report:

36 tabular reports error msg.png

Reports exceeding this limit will still be added to the body of the email, but the email will only display the first 5 columns and 20 rows. For more information on sharing reports through programs, refer to Programs: Sharing Reports.

Notes:

  • Program emails can deliver multiple attachments with a total file size under 2MB. This file size limitation includes both inline and attached reports. If the attachments sent exceed 2MB, then the participant will be dropped with the failure reason, “Tabular Report CSV failed for <Report Name> for participant since it exceeds 2MP limit.”
  • This enhancement is not available for the Outreach feature under Journey Orchestrator.
  1. Ability to attach tabular reports as CSV in Journey Orchestrator: Now, Admins can attach tabular reports from the Report Builder as CSV files to emails sent through Programs in Journey Orchestrator. Non-tabular reports can also be shared using this method, but they will be converted to a tabular view when attached. 

    This feature is designed to share more complex reports, or those with a larger quantity of data than can not be displayed successfully in the body of an email. Use the CSV option for any tabular report that requires more than 5 columns or 20 rows. Simpler tabular reports with fewer than 5 columns or 20 rows can still be attached as CSV files, but now they can also be inserted directly into Program emails. For more information on sending inline reports through Programs, refer to the enhancement Inline support of tabular and non-tabular reports in Journey Orchestrator.

    To attach CSV files, admins must select email templates configured to attach reports. To add a report attachment placeholder, navigate to Journey Orchestrator > Email Templates and click to create a new template or edit an existing one. Click the Attachments button and select Attach Reports to add the placeholder.  

37 attachments button .png

For more information on configuring email templates to attach reports, refer to Create Journey Orchestrator Email Templates.

After an email template is selected, in the Program model, the attachment configuration can be viewed at the bottom of the email step configuration page.

38 email step configuration page.png

Click the gear icon to open the report selection page.

39 open the report selection page.png

The reports available for selection are divided by their source objects. After the report is selected, it will be displayed within the selection window. Click SAVE to finish attaching the report. For more information on sharing reports through programs, refer to Programs: Sharing Reports.

Notes:

  • Program emails can deliver multiple attachments with a total file size under 2MB. This file size limitation includes both inline and attached reports. If the attachments sent exceed 2MB, then the participant will be dropped with the failure reason, “Tabular Report CSV failed for <Report Name> for participant since it exceeds 2MP limit.”
  • This enhancement is not available for the Outreach feature under Journey Orchestrator.
  1. Ability to schedule the date and time to publish Programs: Previously, Admins had to manually publish their Programs. This created a bottleneck for Programs, and sometimes required Admins to publish the Program at the exact time they wanted to send the initial email. This feature simplifies that process by giving admins the ability to schedule the date and time for the Program to be published automatically.

    Now, after Admins complete configuring a Program and select the PUBLISH option, a pop-up window will display asking them if they would like to proceed with publishing the program.

    They can select to publish the program now, placing the program in an active state, and possibly triggering initial program emails, or they can select to publish the program at a later time. This gives admins more control of when the Program starts sending messages and does not require them to manually complete publishing.

40 PUBLISH option-publish now.png

If you select Publish Later, you will have options to select the date and time to publish the program.

41 PUBLISH option-publish later.png

After selecting a date and time, click YES to complete scheduling the program. Programs that are scheduled to publish have a status of SCHEDULED. At the scheduled date and time, the program will move to an Active status as part of the publishing process.

After a program is scheduled, a message will display on the top right of the Program model configuration identifying when the Program is scheduled to go live. You can click the pencil icon to edit the date and time of the publish schedule.

42 edit the date and time of the publish schedule.png

Admins can remove a program’s scheduled publish entirely. In the model configuration screen, you can click on the status drop-down to edit the Program from SCHEDULED to DRAFT. This will remove the publish schedule.

43 SCHEDULED to DRAFT.png

For more information on scheduling programs to publish, refer to Configure Model and Emails for Programs.

  1. community icon.png Ability to use Survey fields as tokens when configuring Email, CTA, and Conditional Wait steps in Programs: Previously, it was not possible to reference survey fields as part of configuring Programs or Program emails. Now admins can select survey fields such as Survey Score, Survey URL, and Survey Responded Date as tokens within program email and CTA steps, and can also select them when configuring conditions within Conditional Wait steps they’ve added. This enhancement works for survey fields from both Surveys 1.0 and 2.0. 

    You can use this enhancement to share participant survey response data with CSMs through emails or CTAs triggered through the Program. This data includes the Survey URL field, so the CSM can submit a response on behalf of participants, and the Survey Score field, to keep them immediately up-to-date on their client’s sentiment. Admins can also configure conditions based on survey fields, such as Survey Score, within Conditional Wait steps they have added. With conditions based on Survey Score, you can have participants move through different branches of the Program model based on if they responded to an NPS survey as a Detractor, Passive, or Promoter.

    To add Survey Fields to a Program, navigate to Journey Orchestrator > Programs and click to either add a new Program, or edit an existing one with a survey model. Select a step within the program where you would like to reference a survey field such as the Escalation Email step or any Send Email, Create/Close CTA, or Conditional Wait step after the Responded step.

  • Send Email:

    1. Within the program model, select the Send Email step you would like to configure with Survey fields.

    2. Select an email template with available token placeholders.

    3. Click the placeholder and select the survey field you want to tokenize from the drop-down list.

44 tokenize from the drop-down list.png

For more information on using survey fields in programs, refer to Programs: Using Survey Fields.

Note: It is only possible to add Survey Fields as tokens to Send Email steps added after the Responded step in a survey model. The initial Send Email step, and the Reminder Email step, both occur before the program participant has a chance to respond to the email, so there is no data for those tokenized fields to reference at that time. For more information on configuring email steps within a program, refer to Configure Model and Emails for Programs.

  • Escalation Email: The Survey URL field is available for the Escalation Email step so the CSM can reference the URL when communicating with their client, and so they can submit survey responses on their behalf.

    Note: No other survey field can be referenced in this step. The Escalation Email step occurs before the program participant has a chance to respond to the email, so there is no data for other tokenized fields to reference.

    To select the field within the program model:

  1. Select the Escalation Email step.
  2. Select an email template with available token placeholders.
  3. Click the placeholder and select the Survey URL field from the drop-down list.

45 Survey URL field.png

For more information on configuring the Escalation Email step, refer to Configure Model and Emails for Programs.

  • Create/Close CTA:

  1. Within the program model, select the Create CTA or Close CTA step you would like to configure with Survey fields.
  2. Type the @ symbol within the CTA Name or Comment field to pull up a list of available token fields.
  3. Select the survey field you would like to reference as a token.                                                    

46 reference as a token.png

47 reference as a token2.png

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

  • Conditional Wait:

  1. Within the program model, select the Conditional Wait step that you would like to configure with Survey fields. This must be a Conditional Wait step you have added after the Responded step that you would like to configure with Survey fields.
  2. Click to add a new Condition.
  3. Select Participant Field from the Condition drop-down list.
  4. From the Participant Field drop-down list, select the Survey Field you want to use for this condition.
  5. Complete configuring the condition.

48 Conditional Wait.png

For more information on configuring Conditional Wait steps, refer to Program: Conditional Wait.

Notes:

  • Survey Fields can only be used as part of a Program survey model. For more information on different model options for Programs, refer to Available Models for Programs.
  • The Survey Score field can only be referenced in the NPS Survey model for Programs.
  • When configuring program steps under the Not Responded branch of the Responded step, the only Survey Field available for tokenization is the Survey URL. This is because the participant has not responded, so there is no data for other Survey Fields to reference. For more information on options after the Responded step, refer to Configure Model and Emails for Programs.
  • The participant specific URL for the Survey URL field is generated upon execution of any program step that references it as a token.
  1. community icon.png Ability to apply Global Filters in Program Analytics: The Program Analytics page displays data across Programs for each customer and contact in your org. Previously, admins could view the data in out-of-the-box reports for bounce rate, unsubscribe rate, email template performance, and other data, but they were limited in their ability to filter the data displayed.

    Now, Admins can select filters for the Program Analytics page that apply to all reports on the page. To access these filters, navigate to Journey Orchestrator > Program Analytics and click the filter icon on the top-right of the page.

49 Program Analytics.png

Clicking the filter icon will open a pop-up window displaying the filters that can be applied globally.

50 filters.png

  1. Status: Filter based on Program Status.
  2. Programs: Filter based on specific Programs selected from the drop-down.
  3. Last __ days: Select a number of days. Filter based on the immediately previous number of days selected. If you select this filter, you can not select Date Range.
  4. Date range: Filter based on the selected date range. If you select this filter, you can not select Last __ days.
  5. Apply/Cancel/Clear: Select Apply to apply the filters, Cancel to undo your selection, and Clear to remove all applied Global Filters.

    When a filter is applied, text describing the filter will display next to the filter icon.

51 text describing the filter.png

Global Filters will automatically Clear if you navigate away from the Program Analytics page. For more information about this page, refer to Program Analytics: Report Across Programs.

October 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.

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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.

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

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  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.

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  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.

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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.

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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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