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Gainsight Inc.

Use Gainsight Sally in Microsoft Teams (End-User)

IMPORTANT: This feature will be available from early March 2022 onwards. It is subject to approval from Microsoft Teams.

This article explains how end users can access information from the Gainsight Sally bot in MS Teams.

Overview

As a CSM and end-user, you can add the Gainsight Sally bot to access Gainsight related information from within Microsoft Teams. Sally helps you to query information about a Company or Relationship, and access CTA-related information. You can interact with Sally through direct messages (DM), channels, and groups. Responses for all the interactive actions with Sally can be viewed directly or in threads.

Prerequisite

Each new team created in Microsoft Teams must be authorized by your Gainsight Admin to access Sally.

Add Sally App in MS Teams

You can add Sally applications in Microsoft Teams.

To integrate Sally in MS Teams: 

  1. Navigate to the Microsoft Teams application. 
  2. Click the context menu in the global navigation pane.
  3. Click More apps. The Apps window is displayed.
  4. Enter the search term Gainsight Sally in the search field.
  5. Click Gainsight Sally. The Gainsight Sally window is displayed.
  6. Click Add. Gainsight Sally is added to your Microsoft Teams application.

Ways to Access Sally

You can request information about a Company or Relationship in direct messages, channels, and groups. Additionally, you can choose to view the responses for all the interactive actions with Sally directly, or in threads.

Access Sally in Direct Messages (DM)

Navigate to the Gainsight Sally application in Microsoft Teams. You can send direct messages to request information. Sally can interpret natural language. We recommend you to phrase your questions in a conversational way.

DM.jpeg

Install Sally in a Group Chat

You can access information from Sally within a group chat. This allows you to share information with multiple people at once.

To access the Sally bot in a group chat:

  1. Click on the context menu from the group chat options. 
  2. Click More apps. The Apps window appears.
  3. Enter the search term Gainsight Sally in the search field.
  4. Click Gainsight Sally. The Gainsight Sally window appears.
  5. Click the Add to a chat option from the dropdown. The Set up Gainsight Sally in a chat window appears.
  6. Enter the name of the person or a chat. 
  7. Click Set up a bot. The Sally bot is added to the group chat.

Note: You need to @ mention the bot name (Example: @GainsightSally) to interact with it in a group chat.

Install Sally in a Channel

You can access information from Sally in Channels. 

To access the Sally bot in a channel:

  1. Click the Add a tab option in a channel. The Add a tab window appears.
  2. Click Manage apps to navigate to Apps
  3. Click More apps. The Apps window appears.
  4. Enter the search term Gainsight Sally in the search field.
  5. Click Gainsight Sally. The Gainsight Sally window appears.
  6. Click the Add to a team option from the dropdown. The Set up Gainsight Sally for a team window appears.
  7. Enter the name of a team or channel. 
  8. Click Set up a bot. The Sally bot is added to the Channel.

Note:

  • You need to @ mention the bot name (Example: @GainsightSally) to interact with it in a channel. 
  • You cannot receive notifications in Channels

Receive Responses in Threads

To organize and manage multiple conversations in channels, you can create conversations with Sally in threads. Click New conversation each time to start a new threaded conversation.

Threads.jpg

Access Information in Sally

You can interact with the Sally bot to access information about a Company, User or Relationship.

Access Company Information

Use the following query commands to access information about a Company:

  • Summary of a Company

Command: summary of <<company name>>

Example: summary of expedia

summary.jpg

Sally will return the C360 Summary based on the C360 Layout configuration. The Summary layout configuration created in the C360 layout is visible in Microsoft Teams conversations as well.

  • Health score of a Company

Command: health score of <<company name>>

Example: health score of expedia

healthscore.jpg

Select a measure from the drop-down list to filter the response based on the measure group.

  • NPS® of a Company

Command: NPS of <<company name>>

Example: NPS of expedia

  • Recent Activities of a Company

Command: recent activities of <<company name>>

Example: recent activities of expedia

recent activities.jpg

Select an activity type from the dropdown to refine your search results.

  • Attributes of a Company

Command: attributes of <<company name>>

Example: attributes for expedia

attributes.jpg

The response appears in the layout configuration assigned to the respective company. If you have multiple Attribute sections in a C360 layout, you can select a section from the drop-down list to filter the search results. If you do not have multiple attributes in the layout, the attributes appear in the default configuration.

  • CSM of a Company

Command: CSM of  <<company name>>

Example: csm of expedia

csm.jpg

Sally recognizes only the <CSM name> field in queries. If your org uses a different field to capture this information, admins can map it to the CSM field by navigating to Administration > Customers.

Limitation: It is not possible to remove the CSM field from the Summary query or a CSM-specific query. The CSM field is always displayed in the Summary query, even if it has not been added to the C360 layout.

  • Sponsors

Command: sponsors for <<company name>>

Note: If no match is found for the query, Gainsight Sally provides a drop-down option with all relevant Companies and Relationships. Users can use this drop-down option to search for the Company or Relationship they are looking for.

addiitional.jpg

Access Relationship Information 

Use the following query commands to access information about a Relationship:

Note: To query Relationship level information, the word relationship must be present in the query.

  • To search for relationships associated with a specific account, include the Company name in your query. Then select the relationship you would like to access from the results. Example query commands:

  • relationship <<relationship name>> of <<company name>>

  • relationship <relationship name> of type <relationship type name> of <company name>

  • To search for relationships of a specific type, include the type name in your query. Then select a Company Name from the results to view its associated relationships.

Example query command:

  • relationship <<relationship name>> of <<relationship type name>> 

The search results for a specific relationship displays a drop-down list of options such as summary, NPS® score, and Recent Activity. Only options with activity will be shown.

Use the following commands to query for specific relationship information from Sally: 

  • Summary

Command: summary of relationship <<relationship name>> of <<company name>>

summary relationship.jpg

This command returns the relationship’s R360 Summary based on the R360 Layout configuration. The Summary layout configuration created in the R360 layout is visible in Microsoft Teams conversations as well.

  • Activities 

Command: activities of relationship <<relationship name>> of <<company name>>

Custom activity types from Timeline are supported.

  • CTAs 

Command: cta for relationship <<relationship name>> of <<company name>>

cta relationship.jpg

  • Health Score 

Command: health score for relationship <<relationship name>> of <<company name>>

HS Relationships.jpg

Select a measure from the drop-down list to filter the response based on the measure group.

  • Attributes 

Command: attributes of relationship <<relationship name>> of <<company name>>

attributes relationships.jpg

The response appears in the same layout configuration as that of the org. If you have multiple Attribute sections in a R360 layout, you can select a section from the drop-down list to filter the search results. If you do not have multiple attributes in the layout, the attributes appear in the default configuration.

  • Sponsor Tracking 

Command: sponsors for relationship <<relationship name>> of <<company name>>

sponsors relationship.jpg

  • NPS® Survey Response for a Relationship 

Command: nps of relationship <<relationship name>> of <<company name>>

nps rltnshp.jpg

Access User Information

You can access information about CTAs and Tasks assigned to you (Company and Relationships). When you request CTA-related information, the response also contains a View in Gainsight link to navigate you to the Cockpit module. This helps you take action from Cockpit directly.

Use the following query commands to access CTA related information:

  • Command: my cta
    

Returns all CTAs assigned to you at the Company and Relationship level.

CTA Related.jpg

  • Command: my ctas due today
    

Returns the CTAs that are due on the same day of the query for the logged-in user.

my cta due today.jpg

  • Command: my ctas overdue
    

Returns CTAs with due dates that have already passed for the logged-in user.

my cta overdue.jpg

  • Command: my tasks due today

Returns the tasks due on the same day of the query for the logged-in user.

  • Command:  my tasks overdue

Returns tasks with due dates that have already passed for the logged-in user.

my tasks overdue.jpg

  • Command:  cta for <<relationship name>>

Returns a summary of the relationship’s open CTAs.

cta relationship.jpg

Tip: To access information like CTAs Due Today, CTAs Overdue, Tasks Due/Overdue use the My CTA command first and then use the additional options.

CTA Related.jpg

Query All Fields in Company and Relationship Objects

You can query for any standard or custom fields available in the Company and Relationship objects. Sally displays the names for the standard Company/Relationship/Person/User lookup fields and for some of the custom lookup fields.

To view the fields defined in the Company and Relationship objects, navigate to the Administration > Data Management page and click on the Company or Relationship objects.

IMPORTANT: Only users with a full Gainsight license can query for all Company and Relationship fields.

The following are fields that can be queried:

  • ARR
  • Renewal Date
  • MRR
  • Original Contract Date
  • Stage
  • GSID

Example: ARR of expedia

arr of expedia.jpg

 

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