Skip to main content
Gainsight Inc.

Email Templates 2.0 FAQ


Are Email Templates 2.0 built on the base of Email Templates 1.0, or is it new tech architecture?

This will be new architecture, though it will be located in the same area of the Gainsight product. 2.0 Templates will be differentiated from 1.0 templates by a darker shade of blue on the email template card.


If new architecture, what were the key reasons we “started over”?

Email Templates 2.0 will resolve formatting issues present in the original Email Templates Feature. This new architecture was also necessary for compatibility with new features such as Program and future release enhancements. 

Should all new customers start using Email Templates 2.0? Should customers use Email Templates 1.0 for anything?

Yes, new customers should use Email Templates 2.0. By default, all newly created email templates will use the Email Template 2.0 tech architecture. New features, such as Program, will only support Email Templates 2.0. The 1.0 Templates can still be used with the original Outreach feature.

When should existing customers start using 2.0?

All new templates must be created using 2.0 architecture.

Is there a required cutover or can both 1.0 and 2.0 run in parallel?

1.0 Templates can still be used with the standard Outreach feature. However, Programs only work with 2.0 templates.

Can existing content or data be migrated or used with the 2.0 feature?

Yes, admins can automatically migrate individual 1.0 Email Templates to the 2.0 Email Templates format. The Migrate option is visible on each 1.0 template in Journey Orchestrator > Email Templates. Any email versions within the template are also migrated. After confirming you’re satisfied with the 2.0 template, we recommend deleting the original 1.0 template.

To migrate from 1.0 to 2.0 version:

  1. Navigate to Journey Orchestrator > Email Templates. The Email Template page appears.
  2. From the Search Type option, select Version filter category.
  3. Select 1.0. The list of templates available in the 1.0 version appears.
  4. Select the template you want to migrate to 2.0.
  5. Click the three dots and select MIGRATE. The Migrate to Email Template 2.0 dialog appears.
  6. Click MIGRATE to successfully migrate Email Template 1.0 to Email Template 2.0 version.


Note: Deleting the 1.0 template will remove it from any Outreach where it is currently in use. Outreach’s that are sent without an email template will fail. Be sure to replace any 1.0 templates used within an Outreach before deleting them.


Are Gainsight Services required to assist with migration or 2.0 configuration?

No, Email Templates 2.0 will be available automatically after the 5.6 release.

What are the benefits of moving to 2.0?

2.0 will no longer be plagued by the formatting issues present in 1.0. Using 2.0 templates is required for new features such as Program as well as future enhancements. The original email templates tech architecture was not designed with these features in mind and a new tech architecture was required.

Do Email Assist Tasks (tied to Playbooks) work with Email Templates 2.0?

Yes, Email Assist tasks work with Email Templates 1.0 and 2.0.

Are Email Templates 2.0 available in Vault?

No. Unfortunately, all of the email templates in Vault are in 1.0 format at this time.

Do 2.0 templates address the issue with the imageID changing each time HTML code is updated?

Yes, Email Templates 2.0 resolve this issue.

Will I encounter problems or limitations if I don’t use 2.0?

You will be unable to use email templates with some new features, including Programs.

Is there functionality in 1.0 that won’t be available right away with 2.0?

2.0 Templates cannot directly embed a survey or report within them. Instead, a placeholder token can be added in the template. The specific survey or report will be added during the Outreach configuration.

Can I clone my 1.0 Email Templates?

No, 1.0 Email Templates can not be cloned at this time. It is recommended to migrate any 1.0 templates to 2.0 that you want to continue using.

Are inline survey questions available within Email Templates 2.0?

Yes, inline survey questions are available with Email Templates 2.0.

Are the improvements for email templates only for Programs, or will they apply to both Email Templates 2.0 and 1.0?

After upgrading to 5.6, there will be only one email template designer. This will work for both Programs and existing Outreaches.


  • Was this article helpful?