Gainsight Assist Outlook Add-in User Guide
Gainsight Assist Add-in Login
Users can log in to the add-in using the following methods:
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Gainsight Account (For NXT customers): Use your Gainsight NXT account, if you want to access Gainsight directly outside of your platform. If this option is selected, provide Domain details and then the credentials for Direct Gainsight Login. For more information, refer to the User Login Methods to Gainsight NXT article.
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Salesforce Account: Use the Salesforce account, if you are using Gainsight from the Salesforce platform. If this option is selected, it directly asks for the Salesforce user credentials.
To log in to the add-in:
- Click the Gainsight Assist option. The Login page appears.
- Click either Gainsight or Salesforce.
- (OPTIONAL) If the Gainsight login method is selected, enter the Gainsight domain details and click NEXT. The Login screen appears in a new window.
- Enter the Username and Password of your Gainsight account.
- Click LOG IN. The Gainsight Assist Home page appears.
Template Selection for Composing Emails
When the email composer is opened, all the Gainsight email templates (except for the templates having report and survey tokens) which can be accessed by the user are displayed in the side panel, sorted on the basis of the last modified date. All the attachments, images, and tokens (except report and survey) are supported by this feature.
Note: Only the templates with the Available to Users toggle switch ON in the Email Templates page are displayed.
The email templates displayed in the side panel cannot be edited from the add-in. However, the content in the template can be edited once they are copied to the composer.
To use an email Template:
- Click Compose. The Gainsight Assist Outlook Add-in slide-out panel appears.
- Expand the list of folders from which the template is to be added.
- Select the required email template. Email template preview appears.
- (Optional) From the version dropdown, select the required template version.
- Click Apply.
- Click Done.
Users can pin the Gainsight Assist Outlook side panel to automatically open the add-in panel when a new mail composer window is opened.
Limitations:
The following are some of the limitations of viewing Gainsight email templates in the add-in:
- Users can view both the Operational and Non-Operational templates. For Non-Operational templates, the unsubscribe option is not available.
- Templates with Survey and Report tokens are not displayed.
- Customerinfo object is not supported for token resolution in the Outlook Add-in. Account, Contact, and GS Relationship are the only objects supported.
- Users can find some formatting issues for the email template that contains bullet text with font-size 16px. This is due to the limitation of Microsoft.
Note: To resolve tokens dynamically that are mapped to default mapping in email templates while editing a token, enable the Edit default token mapping in cockpit toggle button in the Administration > Email Configuration > Compliance tab.
Composing Emails in Outlook Desktop Application
To compose emails using the Gainsight Assist add-in through the Outlook desktop application:
- In the Outlook desktop application, click the New Email option. A new mail composer window appears.
- From the Message tab, click the Gainsight Assist option. The Gainsight Assist Outlook side panel appears.
- From the Gainsight Assist side panel, click the Email Templates option to view the list of available templates from Gainsight.
- Click the template you want to use.
Note: Users can also search through the list of templates by complete name and select a particular template. -
In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
Note: The search in the Primary Recipient field occurs on the Company, Relationship, Company Person, Relationship Person objects and also the Permission Bundles are honored in the primary recipient and also in Log Email to Timeline search. However, when companies are displayed by considering recipients, Permission bundles are not honored. - Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
- Click Done.
Limitation: While using the Outlook desktop app, users can find some formatting issues for the email template that contains bulleted points of any font size. This is due to the limitation of Microsoft.
Limitations:
The following are some of the limitations if the email template contains a Button:
- Recipients can open the button link only if they click the button text.
- The button link text is underlined, which is the default behavior of the browser or any mail client.
Composing Emails in Outlook Web Application
To compose emails using Gainsight Assist add-in through Outlook web application:
- In the Outlook web application, click the New message option. A new mail composer window appears.
- Click ellipsis and select the Gainsight Assist option from the list. The Gainsight Assist Outlook side panel appears.
- From the Gainsight Assist side panel, click the Email Templates option to view the list of available templates from Gainsight.
- Click the template you want to use.
Note: Users can also search through the list of templates by complete name and select a particular template. -
In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
Note: The search in the Primary Recipient field occurs on the Company, Relationship, Company Person, Relationship Person objects and also the Permission Bundles are honored in the primary recipient and also in Log Email to Timeline search. However, when companies are displayed by considering recipients, Permission bundles are not honored. - Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
- Click Done.
Important Functionalities
The following are some of the important points when composing an email using templates from the add-in, either by using Web or Desktop application:
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Users can directly click the Apply Template option without providing primary recipient details, to edit the tokenization values manually.
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Users can also add multiple email templates to a single email by placing the cursor in the composer, at the point you want to add content in the email.
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If a user adds the primary recipient in the email composer and then clicks the template, the email address provided in the composer is automatically copied to the Primary Recipient field in the add-in sidebar.
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If the recipient, from the compose window, added to the Primary Recipient field is modified by the user in the add-in. The new modified recipient is copied to the To field (as the last recipient) in the composer when the template is applied.
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The email ID added as primary recipient from the add-in is copied to the To field in the email composer even though the recipient is not found while searching in the Primary Recipient field.
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You can also apply Gainsight email templates while replying to the existing emails.