Gainsight Assist Chrome Plug-in User Guide

Login Process for Chrome Plug-in

Gainsight Assist plug-in provides the following integrations:

• Gainsight Account (For NXT customers): Use your Gainsight NXT account, if you want to access Gainsight directly outside your platform. For more information on types of authentication methods, refer to the User Login Methods to Gainsight NXT article.
  Note: If users face errors after logging in, navigate to Privacy and Security section of the General settings page of Chrome browser and enable the Block third-party cookies in Incognito option.
• Salesforce Account: Use the Salesforce account, if you use Gainsight from the Salesforce platform. If this option is selected, it directly asks for the user credentials.

Users can log into Gainsight Assist Plug-in based on which of the following category they belong to:

• Users with a single domain
• Users with a single domain and multiple environments ( Production, Sandbox)
• Users with multiple domains

Composing Emails

To resolve tokens dynamically that are mapped to default mapping in email templates while editing a token, enable the Edit default token mapping in cockpit toggle button in the Administration > Email Configuration > Compliance tab.

To compose emails using Gainsight Assist plug-in:

1. Click the GS Assist Plug-in icon on the side panel. The Welcome to Gainsight page appears.
2. Click Compose or Compose a mail. The New Message window appears along with the list of Email Templates from Gainsight in the side panel.
3. Click on the template you want to use. 
   Note: Users can also search through the list of templates by complete name and select a particular template.
4. In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
   Note: The search in the Primary Recipient field occurs on Company Person object and also the Permission Bundles are honored in the search. However, when the Add this email to Timeline resolution happens, the search is based on the Company Person object and it does not honor the Permission bundles.
5. Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
6. Click Done.

Important Notes: The following are some of the important points when composing an email using templates from plug-in.

• Users can directly click the Apply Template option without providing primary recipient details to edit the tokenization values manually.
• You can also add multiple email templates to a single email by placing the cursor in the composer, at the point you want to add content in the email. 

• If a user adds the primary recipient in the composer and then click on the template, the email address provided in the composer is automatically copied to the Primary Recipient field in the plug-in sidebar.

• When the recipient copied from the composer to the primary recipient, after which the primary recipient is modified, the new recipient is copied to the recipient list to the composer and added as the last recipient when the template is applied.

• The email ID added as primary recipient from the plug-in is copied to the To field in the Composer even though the recipient is not found while searching in the Primary Recipient field.

• If the email ID belonging to the same Company and Relationship is added to the primary recipient search box, a dropdown list with the options is displayed for the users to select the correct email ID.

• You can also apply Gainsight email templates while replying to the existing emails.

Log Older Emails

Users can also log older emails to Timeline by clicking on the  Add this email to Timeline pill, which is available if that email is not already logged to Timeline. 

If the resolution of Company or Relationship fails, then try the following options:

• If the resolution is not successful, select Timeline for the Company/Relationship manually to which the email must be logged.
• If the user does not resolve or directly sends the email, the email is saved in the drafts section of Timeline. Users have to log that email manually by logging into the Gainsight application. 

Users can check the status of the Add this email to Timeline from their Gmail Account Sent Items. The following are the statuses users can find for their emails:

Add Emails with Attachments

The attachments in the email are also logged to the Timeline. If the attachment size is larger than 30 MB, then the Google drive link is embedded in the email body. Users can access this link from the Timeline. Based on the permissions set on the file, users may have to request access.

The following are the attachment file types that are supported: jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls, xlsx, and csv.

The number of emails and the attachment size limits in the email to be synced is based on the Timeline Activities limits. For more information, refer to the Log Customer Emails as Timeline Activities article. If the size and number of attachments synced are higher than the permissible limits, the system automatically selects the random attachments as per the limits. An email notification is sent to the concerned user about the number of attachments skipped, but not the exact names of attachments.

Undo Emails

Based on the user settings (5 to 30 seconds) defined in their Gmail account, emails can be recalled after they are sent. If the email with Add this email to Timeline option selected is recalled from Gmail within the user setting limits, the email can be recalled successfully but the activity will still be logged to Timeline. However, users have to delete the saved logs manually from Timeline. 

For more information on the most frequently asked questions on the Gainsight Assist Chrome Plug-in, refer to the Gainsight Assist Chrome Plug-in FAQs article.

Select Activity Type and Call Duration for Timeline Entries

This section outlines the changes that are visible when the feature flag is enabled at the individual tenant level.

The Timeline email integration enhances user efficiency and satisfaction. When pushing emails into Gainsight as Timeline entries, Customer Success Managers (CSMs) can add recipients, allowing the company or relationship to be automatically selected. Once the company or relationship is auto-selected, the other fields listed below are enabled.

• Activity Type Selection: CSMs can choose the appropriate Activity Type, with the default set to "Email," when adding emails to the Timeline. End users can change this as needed, eliminating the need for manual corrections.

• Duration: The ability to add Call Duration provides more detailed and accurate activity logging.
  Note: Duration (in minutes) cannot be entered or edited for all activities that do not have the Duration configured in Timeline. For other activity types, it is enabled with a default value of 30 minutes, which the end user can change.

IMPORTANT:

• CSMs must update the Chrome extension to see the new changes or if the above mentioned options do not appear.
• The enhancement launched in August 2024 release can be disabled or reverted to the previous version by contacting the Gainsight Support team. However, even after disabling the feature, some minor UI-related changes, such as updated UI messages, will persist. For more information, refer to the Gainsight Assist Chrome Plug-in FAQ article

The following image shows the Gainsight Assist in the side pane. The message emphasizes the integration with Gainsight Timeline, which enables users to automatically log emails as Timeline activities. You can click X if you don’t want to see this message again.

You can click Learn more to navigate to additional resources or documentation where you can find further details about Gainsight Assist and how to use it effectively.

Steps to select Activity Type, Call Duration, and log the email activity to Timeline:

1. Compose an email you want to push to Gainsight in your preferred email client (example, Outlook, Gmail).

2. Add recipient's email address in the To field.

3. Select Add this email to Timeline checkbox to push the email and its details to Gainsight’s Timeline.

4. Based on the recipients, the Company or Relationship name will be automatically selected if there is no conflict. If a conflict arises, please select the appropriate Company or Relationship from the dropdown.

5. In the side pane, you find the Activity Type dropdown. Choose the appropriate Activity Type from the list if the default type (email) is not relevant.

6. Enter the duration in the provided field if relevant.
7. Review all the entered details for accuracy.
8. Click send email and the email will be logged to Timeline as well. ​​​​​​

Note: Any attachments included in the email are also logged to the Timeline. If the attachment size exceeds 30 MB, a Google Drive link is embedded instead. Users can access this link based on the file permissions set.

Users can verify the logged activity by navigating to the Timeline section in Gainsight.

To log older emails to Timeline:

1. Open an older email you want to log to Timeline.
2. Click the Add this email to Timeline pill. The side pane opens.

Note: This functionality is applied when the feature flag is enabled. If the feature flag is not enabled, the system reverts to the previous version. This enhancement can be disabled or reverted to the previous version by contacting the Gainsight Support team.

 

 

 Example Use Case:

Scenario: A CSM had a call with a client and wants to log the follow-up email with details of the conversation.

• The CSM opens the email, initiates the push to Gainsight, selects the activity type, enters the duration if relevant, and submits the entry.

• The details are now logged in the Gainsight Timeline, providing a complete record of the interaction.