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Gainsight Inc.

Using Company Intelligence in Slack (BETA)

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. For more information on how to configure this feature, refer to the Configure Company Intelligence (BETA) article.

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

  • Post a summary of the intelligence directly to the customer’s Timeline and edit the post to provide additional context.
  • Create Calls-to-Action (CTAs) directly from Slack in order to follow up on intelligence notifications around potential risks or expansion opportunities.

To receive the Company Intelligence posts, Sally must be configured in Slack. For more information on how to get started with Sally in Slack, refer to Using Gainsight Sally in Slack (For End-user) article.

Follow Companies on Slack for Direct Message/Channel

Users can receive company Intelligence notifications either as a direct message delivered by Sally, or in a channel.

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After following a company in Slack either as a Direct Message delivered by Sally or in a Channel, Company intelligence information pertaining to the default organization and the signals for the configured companies are pushed as a direct message to the user and also in the channel, if followed. The company name and the signals are highlighted in the Company Intelligence message for easy identification.

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By clicking Get Followed Companies or by querying “show me the list of companies the channel has subscribed to”, the user can view the list of companies followed for customer intelligence along with the Company Intelligence status of those companies.

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Following are some examples of ‘Follow’ queries you can post to Sally for requesting Company Intelligence posts from Sally:

  • follow for <<company name>>
  • follow <<company name>>
  • show me the company intelligence for <<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). 

Welcome Notifications

A one-time welcome notification is sent through Slack to the user, when a company is followed by them in Gainsight and when admins create an Opt-in for that company. Basically, this will notify the users, who are already following the company in Gainsight, that they will start receiving Company Intelligence notifications based on the Admin configuration.

Note: The welcome notification is sent only once to the users when they follow the company.

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Gainsight Users

Gainsight users need not type follow to start receiving notifications. Most of the users are likely following the companies already, from Gainsight, and will start receiving notifications immediately.

Gainsight users can always choose to follow more companies or unfollow existing companies from Slack.

Non-Gainsight Users

Non-Gainsight users need to type follow the companies to start receiving notifications. For example; “Follow <<Company Name>>. Once a user follows a company, a success message is displayed.

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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.

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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. 

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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.

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Actions Performed using Intelligence Posts

Users can perform the following actions from intelligence posts:

  • Post a summary of the intelligence directly to the customer’s Timeline and edit the post to provide additional context.
  • Create Calls-to-Action (CTAs) directly from Slack in order to follow up on intelligence notifications around potential risks or expansion opportunities.

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 license can post to the customer Timeline using Company Intelligence posts.

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. Navigate to the Customer 360 page of the company.
  6. Click the Timeline tab. The posted message is displayed on the customer’s Timeline.

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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.

Note: Only the users with Gainsight Admin and Gainsight Standard licenses can create a CTA using Company Intelligence 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.

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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. Navigate to Cockpit page of the company. The CTA created is displayed in the list.

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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 in Gainsight for that company.

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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.

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