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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

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.

  • 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

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.

13. Custom Fields.png

  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.

15. Permissions2.gif

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.

40. Conditional Weight.gif

  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:

41. Single Step.png

  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. 

42. User Strategy.gif

February 2019: 6.0 Release


January 2019: 5.22 Release

Journey Orchestrator 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. Add Associated Contacts to Program CTAs: The Associated Contact field has now been added to Program CTAs. Admins can select the Participant’s SFDC Contact ID to populate this field. This will associate the CTA with the participant when it is created. We recommend adding this association for reporting purposes. To view this field within a Program CTA, navigate to Journey Orchestrator > Programs > click to open an existing program or create a new one > click to edit an existing Create CTA step or add a new one.


For more information on adding Program CTAs, refer to Configure Model and Emails for Programs.

  1. View all schedule types across Programs in a holistic view: You can now view publishing schedules for Programs alongside outreach schedules and refresh schedules for Program sources in a single calendar view. This calendar view gives admins more visibility into their programs and associated program source schedules, so they can more easily address conflicts. To access the calendar view, navigate to Journey Orchestrator > Programs > click the calendar icon. For more information on the program list view, refer Program List View and Create New Program.

13. Program lists.png

  1. Email template list view and search has been redesigned for clarity: The email template list view displays each entry as a separate line item, similar to the program and Survey 2.0 list view, making it easier to view the full name of all email templates.

    The search option within the Email Template list view has also been enhanced. Previously, users could search by text for the email template name and apply filters based on criteria such as who created the template and the template type. Now, users can select a search method from a single drop-down field. Users can select to search by Name, Created By, Type, Version, and Entity Type. This simplifies the user search options.

14. User search option.png

The enhanced view includes categorizing each template by Type. The Type search method filters the list view based on these categorizations. The email template types include the following:

  • Standard Template: The default email template type. A template is considered standard unless it contains a survey link, button, or question.
  • Survey Template: The email template contains a survey link, button, or question.
  • Report Template: The email template contains a report placeholder.
  • Layout Template: The email template contains a layout link or button.

The enhanced list view displays both the 1.0 and 2.0 versions of email templates. Each template in the list view displays its version number. You can filter for 1.0, 2.0, or all email templates with the Version search method.

15. Version search method.png

To view the enhanced email template list view, navigate to Journey Orchestrator > Email Templates. For more information on email templates, refer Create Journey Orchestrator Email Templates.

  1. Add custom email opt-out categories and pages: In addition to the two out-of-the-box opt-out categories in Gainsight (Customer Success Communications and Surveys), admins can now add new opt-out categories. Admins can now define more granular opt-out settings specific to the needs of their customers and organization to reduce mass unsubscription of emails from contacts. They can also add custom opt-out pages to better control how customers proceed through the opt-out experience. To add new opt-out categories and pages, navigate to Administration > Email Preferences. For more information on opting-out of messages, refer Email Opt-Out Configurations.

    Note: You should give any new opt-out pages you create unique names. Only custom opt-out pages with unique names are supported throughout Gainsight.

16. Emails with single click.png

  1. Recipients can unsubscribe from emails with a single click: Previously, to unsubscribe from Gainsight emails, recipients had to open their subscription preferences and select which category of communication they wanted to opt-out of. Now, Admins can configure Gainsight emails so recipients can unsubscribe with a single click. This enhancement gives admins more control over how recipients are unsubscribing from emails, and gives recipients an easier way to unsubscribe.

    Note: To configure this enhancement, admins need to have access to Administration > Email Preferences. For more information on opting-out of messages, refer Create CoPilot Email Templates.


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