Use Gainsight Sally in Microsoft Teams (End-User)
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:
- Navigate to the Microsoft Teams application.
- Click the context menu in the global navigation pane.
- Click More apps. The Apps window is displayed.
- Enter the search term Gainsight Sally in the search field.
- Click Gainsight Sally. The Gainsight Sally window is displayed.
- 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.
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:
- Click on the context menu from the group chat options.
- Click More apps. The Apps window appears.
- Enter the search term Gainsight Sally in the search field.
- Click Gainsight Sally. The Gainsight Sally window appears.
- Click the Add to a chat option from the dropdown. The Set up Gainsight Sally in a chat window appears.
- Enter the name of the person or a chat.
- 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:
- Click the Add a tab option in a channel. The Add a tab window appears.
- Click Manage apps to navigate to Apps.
- Click More apps. The Apps window appears.
- Enter the search term Gainsight Sally in the search field.
- Click Gainsight Sally. The Gainsight Sally window appears.
- Click the Add to a team option from the dropdown. The Set up Gainsight Sally for a team window appears.
- Enter the name of a team or channel.
- 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.
Access Information in Sally
You can interact with the Sally bot to access information about a Company, User or Relationship.
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:
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Command: my cta
Returns all CTAs assigned to you at the Company and Relationship level.
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Command: my ctas due today
Returns the CTAs that are due on the same day of the query for the logged-in user.
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Command: my ctas overdue
Returns CTAs with due dates that have already passed for the logged-in user.
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Command: my tasks due today
Returns the tasks due on the same day of the query for the logged-in user.
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Command: my tasks overdue
Returns tasks with due dates that have already passed for the logged-in user.
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Command: cta for <<relationship name>>
Returns a summary of the relationship’s open CTAs.
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.