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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

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. 
     

    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.

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.

May 2018: 5.14 Release

Automatic Updates
  1. SFDC.png Integration with Survey 2.0 for the Generic, CSAT, and NPS models: Surveys built in Surveys 2.0 can be selected when configuring survey models from the survey drop-down.

survey-drop-down.png

Note: Only the Generic model supports the Anonymous and Semi-Anonymous options with Surveys 2.0.

Incremental Improvements
  1. SFDC.png New actions available for Enhanced Advanced Outreach models: Survey models now have a Responded step that creates branching options based on whether or not a participant has responded. Each branching option can be configured with new actions such as Conditional Wait, Wait Timer, Send Email, Create CTA, and End Outreach. This is available for the Generic, NPS, and CSAT survey models. This increases the flexibility of the models. They can be extended to 43 steps compared to 9 before. These new actions are compatible with both Surveys 1.0 and 2.0. For more information on configuring these steps, refer to Configure Models for Advanced Outreach.

New_actions_vailable_for_AO_models.png

April 2018: 5.13 Release

N/A

March 2018: 5.12 Release

  • SFDC1.png Unable to preview emails for certain Adv. Outreaches: When selecting to preview an email within an affected Adv. Outreach, users would receive the message "Unable to Preview for the participant". This issue appeared for Advanced Outreaches using email templates with variants. The checkbox "Send default variant if the variant filter value does not have a match" was unchecked for the Adv. Outreach, and the variants for the email template were deleted after the template was added to the Outreach. This issue was addressed and is now resolved.

The following icons are used in this article: 

 

Icon used in this Doc

Description

MDA.png

SFDCnMDA.png

SFDC1.png

Community icon.png

 

Additional Resources

  • Version 5.12 release highlights video (3 mins.) to see what's new in Gainsight! 
If you have feedback or questions on the Release Notes, please share them on community.gainsight.com.
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