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Gainsight Inc.

Catch-up on Journey Orchestrator Enhancements

February 2020: 6.11 Release

N/A

January 2020: 6.10 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.

Pick List Datatype Fields in Programs

Note: This enhancement was released in the 6.9.2 Patch on Dec. 24, 2019. 2019. We are including it here for your awareness.

Previously, when customers mapped Picklist fields of Gainsight objects to a token, emails were sent with ID's instead of resolved values. In order to allow admins to add Lifecycle Stage (picklist data type) as a token in email templates, Gainsight now supports Picklist data type fields in Programs. 

To use the picklist fields in Programs, admins must first create custom fields in the standard and custom objects with data type as Dropdown List and select an associated category for mapping to this field. For more information on how to create a custom category, refer to the Dropdown List and Multi-Select Dropdown List article.

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Admins can then use the Custom Field Mapping section in the Participants Configuration page to add Picklist fields defined in the Data Management page with data type as Dropdown List.

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To add a Picklist data type field in Program:

  1. Navigate to Journey Orchestrator > Programs.
  2. Click to open an existing program, or click +CREATE to create a new program.
  3. In the program model configuration screen, click the green Participants icon. The Participant Configuration page appears.
  4. In the Participants Configuration page, click the Mapping Participant Sources section.
  5. In the Custom Field Mapping section, click +ADD CUSTOM FIELD and select Picklist data type field. The Category dialog appears.
  6. Select the Picklist type from the dropdown option.

    The following are the details of resolution process:
  • If ID is provided, it resolves and retrieves the Name and displays it on the Participant grid.
  • If Name is provided, it resolves to ID and stores in database. But, in the Participant grid it always displays Name.
  1. Click SAVE.
  2. Select which source field to map to the picklist field.

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After a Picklist Field is created, admins can add it as a token while configuring any program Email Step, and it can be used while configuring any text field in the Create CTA and Close CTA steps.

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Admins can select the conditions in the Conditional Wait step based on the Calculated Field configured on the picklist field created. These picklist fields can also be used as a filter option while configuring Calculated Fields and using reports in email templates.

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When admins preview the Conditional Wait and Email Template steps, it displays the actual values of the Picklist field configured.

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 Email Template & Programs List View UI Changes

Previously, options like Information, Edit, Clone, Delete, Activity Feed, and Analytics were only visible when users hovered on an existing email template or program. The User Interface for accessing the above-mentioned options have changed. With this release, the Information (icon) is directly available in the List View of Email Template and Programs page, and other options are available under the three dots for a particular email template or program.

Note: The Activity Feed and Analytics options are only available in the List View of Programs page.

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Increased Email Template Versions

Previously, admins could only create a maximum of 15 email versions in Journey Orchestrator Email Templates. Since admins could only add up to 15 versions, they were forced to create multiple Programs if they needed more than 15 versions. Gainsight has now increased the limit Email Versions to 20.

Business Use Case:

As an admin, I want to create one program for all users, from various countries, by creating one version per language. Email Template versions support this. 

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December 2019 : 6.9 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.

  1. pasted image 0.pngSupport for Plain Text Email format

Gainsight now supports plain text format emails in JO. A plain text email is a simple email message that only includes text without any formatting, images, or graphics. 

Business Use Case: Most of the email clients such as Outlook or Thunderbird have the option of selecting only Plain Text format emails to be delivered, instead of rich formatted email. In order to better support our customers, Gainsight now offers both HTML and Plain Text format in Email Templates. Both the formats can be used simultaneously and the main idea behind using both formats is that when HTML emails are disabled for particular users/org, the Plain Text format email is delivered.

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Some of the benefits of using Plain Text feature in Email templates are:

  • Increase in email delivery.
  • Increase in customer touches (email open rates).
  • Increase in response (link/survey click rates).

The following are some of the features of the Plain Text format:

  • All rich text is converted, including attachments.
  • Tokens are converted and are highlighted in grey color in Plain text format along with token IDs. Users can click Ctrl + 4 to add or view the list of available tokens used in the existing template.
  • Links (including image links) are converted along with the link text.

    Notes:
    • Images without links are not converted to plain text format. But, images with links are converted to plain text with the name of the image and link.
    • Currently, the following are not supported in Plain Text format:
      • Inline Images
      • Inline Reports
      • Inline Surveys
      • Inline Tabular reports

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To assist users in easily filtering out email templates without Plain Text, a new ‘Templates without Plain Text’ filter is added under Type filter in the Email Templates page.

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Users can automatically migrate their existing templates to Plain Text format using the new Plain Text tab or the Plain Text icon adjacent to the version name. 

For more information about supporting Plain Text format in Email Templates, refer to the Support of Plain Text format in Email Templates article.

  1. Event Fields in JO Conditional Wait Step 

Previously, JO only supported Email events in the Conditional Wait step. With this release, Gainsight extended its support for Events in the Conditional Wait step of a Journey. You can use Event Fields to configure conditions as part of the conditional wait step. You can choose fields from any of your event objects, use the value on the fields, and use it in a conditional wait step within a Program​. This feature helps admins to immediately trigger an action in a program.

Business Use Cases:

Following are some of the Business Use Cases for the Event Fields in Conditional Wait feature:

  • Send an integration document when a new user creates an account in a non-Gainsight system.
  • An event can be the completion of a data load that could subsequently be used to trigger a program.

      Example: Consider the following scenario where Admins must inform CSMs about changes in activities:

  • A Zendesk ticket is created by a customer with High priority.
  • A CTA must be created and assigned to the respective CSM when the ticket priority is changed to Critical/Blocker.
  • The CTA must be closed once the Zendesk ticket is closed.

The above workflow can be easily configured in JO, but the actions required to identify a Zendesk ticket priority is not an easy or straightforward task. This process is now made easy by configuring a Zendesk event in the events framework, and also by adding a participant in JO, when a Zendesk ticket is created.

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Some of the benefits of Event Fields in Conditional Wait feature are:

  • The decision of a customer’s path can be taken based on real-time events data.
  • Better personalization of emails.
  • Take action based on the customer’s current data.

Users can create Event Fields as part of a Program. The created Event fields can be used only as conditions within the Conditional Wait step to determine how the Program journey progresses. Event Fields can be added at the following places in the Program configuration:

  • Participant Configuration
  • Conditional Wait Configuration

Note: Currently, admins can add up to a maximum of 10 Event Fields. If they need to add more than 10 fields, raise a request to support@gainsight.com.

For more information on how to create new Event Fields and use them in Program, refer to the Programs: Using Event Fields article.

November 2019 : 6.8 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.

  1. Trigger PX In-app Engagements from Journey Orchestrator: Gainsight now integrates Journey Orchestrator (JO) with PX. You can trigger PX in-app engagements from Programs, take action based on the engagement events in Programs, and analyze and measure Program and Engagement effectiveness. This integration helps customers achieve a unified customer engagement strategy by leveraging the best of both JO and PX applications. PX engagements can be triggered in all Program model types.

By default, this feature is enabled for all the customers who have CS and PX subscriptions.

This integration only supports the following three types of engagements created in PX:

  • Dialog
  • Slider
  • Guide

Note: Email type engagements are not supported because it is already available in JO. While Survey type engagements are currently not supported and planned for future release.

Business Use Cases

Following are some of the business use cases for the JO+PX integration feature:

  • While On-boarding a new customer, Admins can send an ‘Welcome Email’ with a walkthrough of the CS application using PX engagement.
  • After a new release, Admins can trigger a PX engagement, from Program, which consists of a release video to all users.

Prerequisite

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 engagement is triggered by Program, refer to the Trigger PX In-app Engagements from Journey Orchestrator article.

  1. Automatic Validation of a Published Program: Previously, when a program was published, there was no appropriate validation process to check whether all the configurations of a program were correct or not. Gainsight now runs a Validation process, in the backend, to validate all the configurations of a program, once the program is published. If there are any errors, it sends out an email notification to the user who published the program. Therefore, the status of the program is changed from ACTIVE to DRAFT and also participant’s state is changed from NEW to REVIEW.

    Note: Validation service is applicable only for Published programs.

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An email notification is sent to the following users in different cases:

  • For Manual Execution - Email notification is sent to Logged in user or the user who is publishing the program.
  • For Scheduled Execution - Email notification is sent to the user who created the schedule.

This validation process is applicable to all program models. The following are the scenarios where validations are performed in the backend for a published Program:

  • Survey/Report token validations.
  • Versions exist or not.
  • Configured email template exists or not.
  • From and To email address exists or not.
  • All the tokens in the email template mapped or not.
  • Standard tokens exist in the participant mapping or not.
  • The calculated fields exist in the JO configuration or not.

Note: Validation service is not supported for Call External API feature.

  1. Disable Results via Email for Outreach and Powerlists: Previously, users could choose to get the result set file as an attachment in the execution notification Email for Outreaches and Powerlists. However, to receive this as an Email notification, users were required to enable the toggle switch in the Storage section of the Applications Settings page. Gainsight has now disabled to send the results of Outreaches and Powerlists for all tenants. This switch is turned on permanently and users will not receive the result set of Outreaches and Powerlists through Email notifications anymore.

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