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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

August 2019 : 6.5 Release

Journey Orchestrator is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively.

  1. community.pngAbility to Export Program Participant List: Previously, there was no option for admins to download or export the list of participants in a Program. With this release, admins can now export the list of participants either by downloading the CSV file or as an attachment to email based on the report read limit. This helps an Admin, for example, who wants to download a list of failed participants and re-upload them as a participant source. 

    This functionality is applicable for the following participants grids in tabular formats:
  • Program analytics
  • Snapshot view
  • Participant list view
  • Failed Participants
  • Summary View
  • Participant Activity

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Note: The export option is disabled if the participants grids has zero records.

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If any filters are applied to the participant grid or inline search is performed, only those list of participants applicable for the applied filters are download or exported based on the report read limit for that tenant.

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Similarly, the columns which are selected to display in the grid are download or exported based on the report read limit for that tenant.

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  1. Person Delete Impact in JO: With this release, when a Person record is deleted, the Participant State field is set to KNOCKED_OFF if the Program is in Draft state and it is set to DROP if the Program is in Active state. The Failure Reasons field displays a message called Person record deleted. This is applicable for person id entries in JO tables, participants who are part of active or paused program, and also applicable for the Survey Participants and AO Participant records if the JO sent a survey to a person.
  2. Ability to Edit Default Survey/Report Mapping Tokens in JO: Admins can now add the default mappings for Surveys and Reports in the Email Templates while inserting a Survey Link/Button or Report in the email template or they can even use the Edit option for the existing templates, to insert the default mappings.

    However, the default Survey/Report mapping configured in Email templates will only reflect in `Email-Assist` module. The configured mappings will not have any effect on Programs/Outreaches.

    Note: This enhancement is only applicable for enabled tenants.

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Note: Tabular reports are not supported in the default report token mappings.

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  1. Survey Response Delete Impact in JO of a Participant: When a Survey response is deleted, relevant JO entries are deleted and the participants are dropped from the journey in order to ensure accurate Survey and Program Analytics statistics. It also removes participants from the participant grid view, participant activities, email logs, email events, and mapping of CTA to that participant. This not only affects the participants of an Active program, but also affects Paused programs.
  2. Ability to send Escalation Emails with Survey link or Survey Button through Buttons: Users can now send escalation emails through programs with functioning Survey Links or Buttons in the templates of the escalation mails.

    Use Case: For instance, assume that admins want to send an escalation mail regarding the deadline for participating in a Survey. Earlier, they could only send an escalation mail without the survey link, and it was difficult for the users to find the link for the survey to be completed. However, by allowing survey links in the Escalation mail templates, admins can now send the escalation mails along with the survey links.

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July 2019: 6.4 Release

Journey Orchestrator enables you to design integrated customer journeys that blend human and digital touchpoints to guide customers to enhanced outcomes. Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

  1. Ability to Create Folders in Email Templates and Programs pages: With this release, you can now create folders in Email Templates and Programs pages to organize your templates and programs respectively. All the folders are displayed in the left pane on the respective page. If you click any particular folder name, all the templates or programs included in that folder are displayed in the right pane.  Gainsight provides a default folder called Uncategorized where all of the existing Email Templates and Programs are stored. You cannot modify the name of this folder or delete it.

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You can create new folders and move the existing email templates and programs into the new folder. You can also nest any number of folders in another folder. 

You can perform the following tasks with folders:

  1. Create Folder

To create a new folder:

  1. Click the + icon.
  2. (Optional) Select the folder under which you want to nest this folder.
  3. In the Folder Name field, enter a name for the folder.
  4. Click ADD.

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  1. Move Email Templates/Programs to Folder

    Once you create a folder, you can move the Email Templates and Programs created into the newly created folder. 

    Note: Single Email Template or Program cannot be part of multiple folders. 

    To move the email templates/programs to a folder:
    1. Select the check box for the required email template(s)/programs(s).
    2. From the MOVE TO dropdown list, select the required folder or drag and drop to a particular folder.
    3. Click OK.

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  1. Delete Folders

You can delete a folder if it has no other sub folders under it or it does not contain any Email Templates/Programs. You cannot delete the Uncategorized folder.

To delete a folder:

  1. Select the required folder and click the delete icon.
  2. Click OK.

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  1. Folders for new Email Templates and Programs

    In Email Templates

    The New Email Template page is now updated with the Folder dropdown list. You can now select a folder for the new email template. By default, Uncategorized folder is selected in the Folder dropdown list. If no folder is selected, the Email Template is moved to the Uncategorized folder.

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In Programs

The New Program page is now updated with the Folder field. You can now select a folder for the new Program. If no folder is selected, the Program is moved to the Uncategorized folder.

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  1. Add contact to CC while sending Operational Emails: Previously, users could not add contact to the CC list for emails sent through Journey Orchestrator. With this release, users have an option to add the cc list to the email by selecting CC checkbox, which is enabled while sending only Operational Emails in JO. Currently, only 3 email recipients can be added to the cc list. 
    In Email Logs and Program emails, users can also track individual email events, such as open, click, and others, for ‘to’ and ‘cc’ emails.
    Note: Analytics report is only generated on ‘To’ emails and not yet supported on ‘CC’ emails.
    If CCed Email participant responds to a Survey, the system considers this as an actual participant response and journey moves ahead for that particular participant. If ‘Thank you Email’ is configured, it is sent to the actual (To) participant.

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  1. Ability to view Email Templates Used In Programs and Outreaches: Previously, Admins could not easily see which Programs or Outreaches used a particular email template, which created problems when templates were edited or deleted. With this release, Admins can view which Programs or Outreaches the email templates are used in. 

To view the list of dependencies of a particular email template:

  1. Navigate to the Journey Orchestrator > Email Templates page.
  2. In the Used In column of the Email templates list panel, click on the number adjacent to a particular email template. The Dependencies screen of the selected email template appears.
    The Admin can view a list of all the Programs and Outreaches, in which this particular Email Template is used, in the PROGRAMS and OUTREACHES tab respectively.
    Note: Admins can either click on the particular Program or Outreach to navigate to the respective page,  and also search for a Program or Outreach in the Search field.
  3. Click Close icon to close the dependencies screen.

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Note: If the Email Template is not used in either Programs or Outreaches, that particular tab is not displayed in the Email Template Dependencies screen.

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  1. Ability to Edit Sources Post Publish in Journey Orchestrator:  Previously, admins did not have the ability to edit sources such as Powerlist, Bionic Query, CSV, and Events in Journey Orchestrator, after the relevant Program was published. Admins can now edit/delete the sources of an Active program even after it is published. This solves many problems for customers. For example, if an admin adds a CSV file or a sample source to test the program for some participants, now they can come back and delete the existing source and add a new source, to the same set of participants, before making the program live.
    Admins can perform the following actions to the Sources of an Active Program after it is published:
  • Add and merge tasks in Bionic Query.
  • Add new fields to the existing source.
  • Map the new fields and also modify the existing mapping.
  • Make modifications in source filter criteria.
  • Add/Delete participant source(s). But, at least one source must be present.
  • Delete existing Custom fields if they are not used in any other criteria or steps.

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By default, source modifications performed by an admin are only applicable to the new participants added in the program, and do not impact the already synced participants. Admins must use the Sync icon to manually sync the participants to immediately apply the modifications to the source. After the sync is done manually, participants are added to the Program list in the REVIEW state. 

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If Admins sync the participants manually, they must navigate to the Participants list page and perform the following actions as per their requirement:

  • ADD TO PROGRAM: Adds participants to the existing Program.
  • KNOCK OFF: Knocks off the participant from the program and they no longer receive messages as part of the Program.
  • REMOVE: Removes the existing participants from the Program, if added unintentionally.

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Additionally, bulk KNOCK OFF and REMOVE options are supported in this feature. Admins can use this feature to move all of the participants to Knock off state and even remove them completely from the Program, if they are not required.

Note: Select all checkbox, for bulk Knock off and Remove options, is only enabled when the participants are filtered by REVIEW, NEW, or ACTIVE state.

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If syncing of the participants for an Active program is scheduled for an automatic syncing after adding new source to a program, this also publishes all the Review participants present in the system. Before the schedule runs, user must manually KNOCK OFF/REMOVE if they do not want to publish any participant who are already in REVIEW state. 

May 2019: 6.3 Release

Journey Orchestrator enables you to design integrated customer journeys that blend human and digital touchpoints to guide customers to enhanced outcomes. Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

  1. 12. Comm.png Ability to add a maximum of 50 custom fields in the Participant List configuration area of Programs: Previously, the maximum designated number of fields permitted was six fields for String Data Type and 3 fields each for Integer, Double, Boolean, Date, External Id, and Email Data Types. With this Release, the user can add a maximum of 50 fields for all data types together or any one data type in the Participant List configuration area of a Program. This eases the configuration of complex multistep programs, and also allows admins to define programs easily.

    This configuration is only applicable for newly created Programs. The user cannot add any Custom Fields if the Program already exists and it’s in an Active status. However, if the created Program is in Draft stage, the user can add more fields by deleting the existing Custom Fields.

    Notes:
  • The same functionality is also applicable for cloned Programs. The user must delete the existing Custom Fields and can add a maximum of 50 fields.
  • If you need to add more than 50 fields, raise a request to support@gainsight.com.

Business Use Case: Consider a scenario where you need to add many Email steps or CTAs in a Program. With this enhancement, admins can define up to 50 custom fields which can be used as Tokens in the Email/CTA steps of a Program.

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  1. 14. Comm.png Ability to control JO Module with Permission Set for CSMs/CS Designers: Previously, the Journey Orchestrator Permissions page was used to assign Journey Orchestrator permissions to users. With this release, we are migrating customers to the latest permissions framework. Migration starts automatically when the existing user opens the Journey Orchestrator page.

    Prerequisites for migration to latest permissions framework:
  • User must be synched to Gainsight User system.
  • User must be onboarded to the latest permissions framework.
  • Tenant also must be onboarded.

This helps Admins to assign module level permissions to users and therefore manage which users can access Journey Orchestrator and perform relevant actions. As part of JO provisioning, the following four out of the box permission sets are available:

  • Design: Will have access to Properties, Design.
  • Distribute: Will have access to Sync/run Power lists, Manual run/schedule Outreaches, and Publish/Schedule the programs.
  • Analyze: Will have access to view Outreach Analytics, Individual program analytics from program page and Program Analytics (J360).
  • Admin: By default, the users of "Admin" type will have Journey Orchestrator Module Admin enabled with Delete permissions (along with Design, Distribute and Analyze permissions).

For each permission set, the admin must be able to access and add/remove users from the permission list.

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Important Notes:

  • Only permissions for Journey Orchestrator module level are defined.
  • Super Admins role is not changed by permission framework and will have access to all actions in Journey Orchestrator.
  • If the user does not have permission to access any specific page then "403 Access Denied/Forbidden" Error message is displayed. You do not have permission to view this page or resource.
  • If the user directly posts a valid URL to access Design/Distribute/Analyze screens, and if that user is NOT authorized for that operation, user will be navigated to that page but cannot perform any operation. For example, user does not have Design permissions and when the user directly posts a valid URL to access programs, they will be in Program Create page but cannot edit anything in that page.
  • When a user is deleted from the Gainsight system, it is assumed that the JO module permission is also deleted.

Module level permissions for Journey Orchestrator are controlled through Permission Groups. With Permission Groups, you can create bundles of users and assign permissions to the entire bundle. To assign module level permissions, you must create a bundle and then assign permissions and users to the bundle. For more information, refer to Journey Orchestrator Permissions.

  1. Ability to Disable or Delete Tenant after registering Journey Orchestrator to the tenant management microservices: With this release, if the Programs are running for a Tenant which is disabled, those Programs will continue to run as expected. Journey Orchestrator has not yet Onboarded with Tenant Disable feature. If the Tenant is deleted for Programs, the processes and data related to Journey Orchestrator are deleted. The deleted information cannot be retrieved after Tenant delete is completed.

April 2019: 6.2 Release

Journey Orchestrator can simultaneously analyze multiple sources of customer data to uncover the trends that affect your customers’ success. Then you can orchestrate dynamic, multi-step journeys that adjust to each customer to create effective, personalized engagement at scale. For more information, refer to the Journey Orchestrator & Automated Email Overview article.

  1. community logo.pngAbility to Modify Conditional Wait Conditions Post Publish: Previously, you could not modify the conditions of the Conditional Wait once the Program was published. With this release, you can now edit, add, and delete the conditions of the Conditional Wait, even after the Program is published. However, you cannot modify the Events and Time Limit sections in the Conditional Wait. If any new conditions are added, then you can apply or modify the Advanced Logic.

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  1. Ability to Execute Single Step Journey at once rather than through Orchestration Engine: With this release, the execution of the Single Step journey in a program is enhanced on the backend and is faster as a result. The single step execution is only applicable for the Email Chain model and the email step (Not applicable for create CTA).

    Note: There is no change in the UI perspective for this enhancement.

    The snapshot of a single step journey is shown below:

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  1. Addition of User Type in Programs in Parity with Outreaches: With this release, you can create Programs with the User Type. This brings Programs to closer parity with Outreaches. You can now select User Type in the Program Details section to create programs targeting communications and workflows to internal users, so that the organization can achieve business outcomes. However, if you select User type, only the Email Chain model is available in the Program Model section.

    Following are a few use cases that address distributing reports to internal users which contain data from multiple account records:

  • Admins can build a report of all your customers who are at risk, and then embed the report in an email to their CSMs. 
  • Admins can build a report on customers with an upcoming renewal date, and then embed the report in an email and send it to the sales team. 

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