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Gainsight Inc.

Use Company Intelligence in Slack

This article explains how to use the Company Intelligence feature in Slack after Admins configure the list of companies and signals they want to track. 

Overview

Sally integrates Gainsight CS with Slack and helps users get Company Intelligence posts related to the companies and signals which the admin configured. 

Users can perform the following actions from intelligence posts that signals a risk or indicates an opportunity:

  • Create Calls-to-Action (CTAs) directly from Slack in order to follow up on intelligence notifications around potential risks or expansion opportunities.

  • Post a summary of the intelligence directly to the customer’s Timeline and edit the post to provide additional context.

To receive the Company Intelligence posts, Sally must be configured in Slack. 

Follow on behalf of Channel

Any user in the channel can follow a company on behalf of the channel, and the notifications are delivered to that channel.

For example, a user who is part of a particular channel can follow company intelligence posts on behalf of the channel for a client they work with. The company intelligence posts are sent to that channel so that all the users of that channel will receive the information.

On-Demand Query for Company Intelligence

The end-user can also perform an on-demand query for company intelligence for a specific company. In this case, the company intelligence information related to the organization-wide default signals are sent as a message. 

If the queried company is not opted-in by the Admin, then ‘Company Intelligence has not yet been configured for <<company name>>’ message is displayed.

Actions Performed using Intelligence Posts

Users can perform the following actions from intelligence posts:

  • Create Calls-to-Action (CTAs) directly from Slack in order to follow up on intelligence notifications around potential risks or expansion opportunities.

  • Post a summary of the intelligence directly to the customer’s Timeline and edit the post to provide additional context.

Create Call To Actions (CTA) using Company Intelligence Post

The user, after reading the intelligence post about a company can create a CTA based on the post. The post, along with the links are added to the notes of the CTA.

Notes:

  • Only the users with Gainsight Admin and Gainsight Standard licenses can create a CTA using Company Intelligence posts.
  • Users with Viewer+ Analytics license type cannot perform Create CTA actions for Company Intelligence news posts.

Users will receive the ‘You do not have permission to create a CTA in Gainsight. Please contact your Gainsight Admin’ error message if they try to create a CTA without an appropriate license or permission.

Intelligence_Slack8.gif

Note: Users can now assign CTAs to other Gainsight users when creating CTAs irrespective of license type and must search with a minimum of three characters.

A message is displayed for the user’s who tries to create a CTA for the post to which the CTA has already been created. But, the users can still create a duplicate CTA for the same post even after the message.

To create CTA from company intelligence information:

  1. Click the Create CTA option from the Slack message.
  2. From the Choose an Option dropdown menu, select a CTA Type to create a CTA. The Create CTA dialog appears.
  3. Provide the required information and modify the existing (if required).
  4. Click Create.
  5. Click View CTA to navigate to the list view of the Cockpit page. The CTA created is displayed in the list.

Post to Customer Timeline using Company Intelligence Post

After reading the intelligence post about a company, whether it is shown directly by Sally or queried, can post the same to the company’s Timeline by using a Slack message action. The post, along with the links (if any) are posted to the Timeline activity. 

Note: The users with basic Gainsight viewer licenses can post to the customer Timeline using Company Intelligence posts.

A message is displayed for the users who try to post news to the Timeline for which it is already been posted. But, the users can still post a duplicate Timeline entry for the same post even after the message.

To post company intelligence information to the customer’s Timeline:

  1. Click the Post to Timeline option from the Slack message.
  2. From the Select Activity Type dropdown menu, select the type of activity to be posted. The Create Activity dialog appears.
  3. Provide the required information and modify the existing (if required).
  4. Click Submit. The ‘Posted activity to timeline of customer xxx’ message appears.
  5. Click View Timeline to navigate to the timeline post.

Duplicate Actions on Company Intelligence Posts are not Allowed 

Users cannot create duplicate entries of the actions (Create CTA or Post to Timeline) for the same Company Intelligence post that is already done by other users in both Direct Messages and Channels.

In Direct Messages, the Create CTA and Post to Timeline options are displayed when a user receives a post. Once that user clicks on any of the actions and completes the process then the buttons are changed to View CTA or View Timeline respectively. When a second user clicks on Create/Post options, a pop-up message is displayed regarding action has already been created/posted and the buttons are changed to View CTA or View Timeline after the pop-up message is closed. The options do not change immediately for the other users. If the users click on the View CTA and View Timeline options, they are redirected to the appropriate page in the application.

In Channels, when any user from the channel clicks on the action and completes the process. The options are automatically changed to View CTA/View Timeline to all the remaining users in the channel.

Additional Options Available for Company Intelligence Posts

Apart from creating CTA and posting to Timeline using company posts, users can also view the following details of the company:

  • Summary
  • Health Score
  • Attributes
  • Recent Activities
  • NPS® Survey
  • Sponsors
  • Renewal Date
  • CSM
  • CTA Summary

The additional details dropdown option is provided after every post along with the Create CTA and Post to Timeline options.

IMPORTANT: Users can view the responses for all the interactive actions from Slack directly in the threads. 

Unfollow Companies in Slack

Following are some examples of ‘Unfollow’ queries you can post to Sally for disabling from receiving Company Intelligence posts from Sally:

  • unfollow for <<company name>>
  • unfollow <<company name>>

Note: Even if there are minor spelling mistakes or typos in the commands, Sally tries to recognize the request and returns an appropriate response(s). 

Gainsight User

If the Gainsight user unfollows any company in Slack for Company Intelligence, the company intelligence specific information and signals are no longer posted to the channel or as a direct message.

The company which is unfollowed in Slack will also be unfollowed in Gainsight. Hence, the user does not receive any preferred notifications subscribed to Gainsight for that company.

Non-Gainsight User

If Non-Gainsight users unfollow any company in Slack for Company Intelligence, the company intelligence notifications specific to that company are no longer posted to the channel or as a direct message.

Additional Resources

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