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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

September 2020: 6.17 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.

Dependency Check Before Deleting Language 

Previously, there was no dependency check from Journey Orchestrator when a Language was deleted from the Administration > Languages page. Users could delete it even if it had already been used in the Opt-out configuration. Gainsight has now added a dependency check and it does not allow users to delete a Language if it is used in Journey Orchestrator.

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July 2020: 6.16 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. 

Use Segment Source in Programs

Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. Once the segment is created, Gainsight now allows admins to use it as one of the Source types, to add participants in Programs. For more information on how to create Segments, refer to the Segments article.

Note: Admins can add up to five Segments per program.

Participants can be added from Segments in one of the following two ways:

  • Statically: Where all members of the list at the time of selection are added as participants to the Program.
  • Dynamically: Where new members who later meet the criteria of the Segment are also added as participants. If the dynamic option is selected, you have access to the scheduler feature to decide when the Segment is queried for new participants. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. This schedule can also be edited after the Program is published. When the schedule runs, it runs the Segment query for new contacts to be added as participants. Each scheduling options has different selections available:
    • DAILY: The Daily option allows you to select either every week day, or every day.
    • WEEKLY: The Weekly option allows you to select which day of the week you would like to run the query.
    • MONTHLY: The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

Notes:

  • Segment is refreshed only based on the schedule configured while creating a Segment. It is not refreshed while syncing the segment source.
  • Admins cannot add Segments as a source type if the User option is selected as a Program Type while creating a new Program.
  • Segment records are filtered based on the relationship type selected in the program.

New Location for Email Validator

Previously, the Email Validator page was a separate tab under Administration > Email Configuration, along with the Compliance and Inbound Emails tabs. As part of our redesign, Gainsight created a separate page for the Email Validator to help customers find the right configuration easily. The existing design and functionality of the Email Validator page remains unchanged. 

The new navigation path for the Email Validator page is: Administration > Email Validator.

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June 2020: 6.15 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.

Trigger Survey In-app Engagements Using Programs

Previously, only Dialog, Slider, and Guide engagements were supported for triggering a Gainsight PX in-app engagement from a Program. However, Gainsight now supports triggering PX Survey in-app engagements to help customers achieve a unified customer engagement strategy by leveraging the best of both the JO and PX applications.

With Gainsight PX and Gainsight Surveys 2.0 integration, all of your PX Survey Engagement responses are accessible from Gainsight CS in real-time. For more information on how to integrate Gainsight PX with Gainsight’s Surveys 2.0, refer to the Gainsight PX Integration with Survey 2.0 article. 

All the PX Survey engagements that are marked as Triggered by Journey Orchestrator are imported into Surveys 2.0 and then available in the Survey dropdown option while creating a Program. For more information on the tasks to be performed in Gainsight PX, refer to the Tasks Performed in Gainsight PX section.

The PX surveys can be used in the Survey Email as well as in the Reminder Step of a survey program, and distributed either through Email/PX in-app Engagement. If the PX Engagement option is used in the survey step, then the Reminder step can only be sent through the email channel. To send a reminder through PX Engagement, the survey step must be Email.

Note: PX Survey in-app engagements cannot be triggered in the Email Chain program model.

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Business Use Case:

  • CS admin wants to send an in-app NPS® survey and if not responded then wants to send an email reminder.
  • Support team wants to send an in-app CSAT survey after the support ticket is closed.

Prerequisites

The following are the prerequisites to use this feature:

  • Customers must have subscriptions for both the Gainsight Journey Orchestrator module in the CS application and also the Gainsight PX application.
  • Configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.

For more information on how PX Survey engagements are triggered by Programs, refer to the Trigger PX In-app Engagements from Journey Orchestrator article.

May 2020: 6.14 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.  

Community logo.pngImproved Email Opt-Out Management 

Previously, recipients could only click the Unsubscribe or Manage your subscription preferences link options in emails to opt-out from email communications. Gainsight now provides users with more granular control to opt-out specific Contacts/Persons from email communications from the 360 > Person section.

Note: The email opt-out option is only applicable to non-operational emails.

To enable users to opt-out specific Contacts/Persons from email communications, an Email Opt-Out field must be added to the Gainsight Person object in the LIST VIEW and DETAIL VIEW tabs of the 360 LAYOUTS page. 

After the Email Opt-Out field is added to the Gainsight Person object, users can set the value to true for a particular user of a company in the C360/R360 page. This field setting in the C360/R360 page of the user determines whether to honor the Do Not Email field or not, in the Program. The default value for this field is false.

If any opt-out participant is added to the Source of a Program, then that particular participant is not synced and moves to the FAILED PARTICIPANTS category with a ‘GlobalOptOut recipient’ message. Also, participants are immediately dropped at any step from the active Program if the Email Opt-Out field is set to true for that particular participant. 

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Refresh Option Added in Outreach List View Page

Previously, the Outreach page often refreshed very slowly when users query for email log collections. We’ve added a Refresh option in the Outreach page to address the page loading delays. 

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The Refresh option is disabled for an hour after the user clicks on it, and a timer is displayed to inform the user when it will be enabled again.

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Note: Automatic refresh occurs every 24 hrs. if users do not click the Refresh option.

The Outreaches List View page also displays the date and time at which it was last refreshed by the user.

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If an Outreach is triggered after clicking the Refresh option, the data of the total number of emails opened, (links) clicked, bounced, and spammed are updated on the EXECUTION HISTORY tab in the Detail View of that outreach. But, the data such as the number of Customers and Emails Sent are not updated in the Outreaches List View. These stats are updated in the next refresh schedule.

 

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