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Send Emails from P360

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Gainsight NXT

 

This article explains how Customer Success Managers (CSMs) can send and view ad-hoc emails from P360.

Overview

The Send Email feature enables a CSM to send emails directly from P360 to customers for various scenarios, such as determining a suitable time to conduct an Executive Business Review (EBR), gathering more details about a negative response to a Net Promoter Score (NPS®) Survey, and more.

Prerequisites

  • Permission to send email must be enabled from Administration > Communication > Email Configuration.
  • Email template to be used for ad-hoc email must be created in Digital Journey > Email Templates.

Send Emails 

The Send Email feature allows you to select any email template and send emails directly from the P360. 

To send email from P360:

  1. Navigate to the Cockpit > CTA > People > P360 page.
  2. Select the required P360 Context. 
    IMPORTANT: 
  • If Overview is selected from the P360 context drop-down, then User and Person records will appear when searching for the recipient on the Send Email page. 
  • If any company is selected from the P360 context drop-down, then  User, Person, and Company Person records will appear when searching for the recipient on the Send Email page.

  1. Hover over Create and click the Send Email option. The Send Email window appears.

A user interface for sending an email, showing the recipient's address, sender's address, template selection, email subject, and the email content with an option to preview or save as draft

  1. In the Send Email window, perform the following steps:

    1. To address the field, enter the recipient's email ID(s).
    2. (Optional) Click CC to add email ID(s) in the CC address field.
    3. Select the sender’s email ID in the From dropdown list.
      Note: Enable the Organization Wide Email Address option to send an email on behalf of the team. For more information on how to enable this feature, refer to the What’s New in Email Assist 2.0 article.
    4. From the Reply-To dropdown list, select the sender’s email to receive the email response.
    5. (Optional) Select the Add Reply-To in the BCC checkbox, if the email ID of the sender needs to be added in the BCC field.
    6. From the Version dropdown list, select the version of the email template. You can select multiple versions of an email template to scale personalized customer communications.
      Notes:
  • The version of the template selected applies to all the recipients.
  • Once the version is selected, it cannot be changed if the Email is saved as a draft.

  1. From the Template dropdown list, select the email template. The Subject and Email body in the email composer is populated with the tokens within the selected template.

  2. You can edit or delete a token before sending an email. If a token in the email template is unmapped, you can delete the token before sending the email. Otherwise, you will not be able to send out the email.
    Note: Tokens appear based on the P360 context selected.

A user interface for sending an email with fields for recipient, sender, template, subject, and content, including options to select the email version, preview, or save as a draft

  1. Click Preview. The Email Preview window appears.
  2. Click Send to send the email. 

A user interface for previewing an email, with options to select email recipients, view the email content, and buttons to go back, send a test email, log to timeline, and send the email

Notes:

  • A maximum of 25 recipients can be added in the To address field.
  • For two or more recipients, the Send as Separate Email is selected by default, if the email contains the following template types:
    • A Survey link.
    • A Person or User object token.
    • A Report having Person object filters.
  • Separate Email threading experience is applicable as follows:
    • Applicable only when the Send as Separate Email option is selected.
    • Supported on Outlook and Gmail.
    • Applicable to responses received from the recipient marked in the To field. Email replies from different recipients are no longer threaded together.
    • Not Applicable to recipients in the CC and BCC fields.
    • Not Applicable to the Out of Office auto-reply emails.
  • The To field looks up the email addresses of active users along with the email of the Company Person / Relationship Person - depending on whether CTA is for a Company or a Relationship.

Write with AI

The Write with AI feature helps in drafting email content. It uses GPT-3.5 to automatically generate text for your email templates based on  user prompts. It elevates your email experience by leveraging AI to boost efficiency and personalization in your email communications.

To add texts to the email using AI:

  1. Click Write with AI. A list of available prompts appears.
  2. Select the required prompt. The GPT 3.5 window appears with the suggested AI text.
  3. (Optional) Select a different prompt from the dropdown to make further edits to the suggested text. 
  4. (Optional) Click the Regenerate icon to revise the suggested text.
  5. (Optional) Click Type prompt or Edit to add a different prompt that is not listed. You can type the required prompt directly into the text bar.
  6. Click Add or Replace to insert or substitute the original text with the AI-suggested text.

Gainsight's 'Send Email' interface in P360 with fields for recipients, a 'Write with AI' feature highlighted.

Note:

  • Ensure the following key points regarding the use of GPT-3.5 turbo AI model in Gainsight:
    • All responses are generated solely by the GPT-3.5 turbo AI model and may include inaccuracies or hallucinations. We advise users to exercise discretion and verify all information as needed.
    • Gainsight does not apply any additional intelligence or modifications to the responses generated by the GPT model. Our platform simply facilitates the delivery of these AI-generated responses.
  • To enable the Write with AI feature, ensure to Turn ON the toggle switch for Write with AI option from My Settings > Gainsight AI Settings. 

A user interface for Gainsight AI settings, featuring options to enable or disable various AI functionalities such as AI Cheat Sheet, AI Takeaways, AI Follow-Up, and Write with AI

Edit or Delete Tokens

You can edit or delete the following types of tokens in the template:

Person or User Object Tokens

You can edit or delete the Person or User object tokens added to the template.

To edit Person or User object tokens:

  1. Click Person or User object token. The Edit Token Properties window appears.
  2. From the Mapping dropdown, select the required object token.
  3. (Optional) Click Remove Mapping to remove the selected object token. You can then select a new object token.
  4. Click Update to update the new Person or User object token in the email.
    Note: To Delete a token, click x next to the token.

A user interface for editing token properties within an email template, showing fields for display name, default value, default mapping, and value type, with options to cancel or update the changes

Report Tokens

The Report token added in the email displays the report name and visualization type of the report. You can edit or delete the Report tokens in the Send Email window.

To edit the report tokens:

  1. Click Edit. The Edit Report window appears.
  2. From the Report dropdown, select the report to be added.
  3. (Optional) Click the Filter icon to add filters.
  • From the Field dropdown, select a field.
  • From the Target Field, select one of the following fields to fetch the data.

    • ‘To’ Recipients > Person

    • Company > GSID

    • Relationship > GSID

    • Relationship Type > GSID

  • Click Close.

  1. (Optional) Click the Change visualization icon to select the required visualization type of the report.
    Note: 

  • CSMs can change the visualization of any report to a Tabular report if required.
  • Tabular Report displays a table of only 5 columns and 20 rows.

  1. (Optional) Click the three-vertical dots menu and select one of the following:

  • Reset: Reset the report to its original state. 
  • Settings: Toggle the Show Datapoint switch to show the point data when the user hovers over the chart.
  • Ranking: Use ranking if you want to include Top (ASC) x or Bottom (DESC) x records based on a particular field in the report. For more information on how to use Ranking, refer to the Advanced Report Settings article.

  1. Click Save Report.
    Note: To delete the report token, click Delete on the Report token.

A user interface for editing a report within an email template, showing options to filter, group, and display data columns, with a preview of the report and options to cancel or save the report changes

Survey Tokens

You can edit or delete a Survey token in the email.

To edit the survey token:

  1. Click the Pencil icon to edit the survey link. Insert Survey as Link window appears.
  2. From the Default Survey dropdown, select the survey to be added.
  3. Click Update.
    Note: To delete the survey, click the Trash icon.

For more information on how to create a survey, refer to the Create a Survey article.

survey token.png

Preview and Send Emails

The Send Email feature provides you with a Preview option to review the emails drafted for all recipients.

To preview an email:

  1. Click Preview. The Email Preview window appears.
    Note:

  • The left pane of the window shows the list of recipients added.
  • The right pane displays the content of the email drafted.

  1. Click the recipient's email address to view the content drafted for the particular email.
    Note: The preview option is beneficial for multiple recipients where the email content is different for each recipient. For example, when using a Survey, Person, User, or Report tokens are used in the email content.

  2. (Optional) Send Test Email: You can send a test email. To send a test email:

    1. Click Send Test Email. The Send Test Mail window appears.

    2. By default, the logged in user’s email is selected. Additional email addresses can be added in the field as required.

    3. Click Send Test Email to send the email to the added recipients.

  3. (Optional) Log to Timeline: Select the checkbox to create a Timeline Activity.
  4. Click Send to send the reviewed email.

A user interface for previewing and sending an email, showing the recipient's address, the email content, and options to go back, send a test email, log to timeline, or send the email

View Sent Emails

You can view and access email logs of all the emails that are sent from the P360 interface by any user. 

Note:

  • If an email includes another person in the CC field, then the email history is visible on the P360 page of that respective contact as well.
  • Emails initiated from a person's P360 page will be displayed in the Sent Email window. The visibility is based on the sender's perspective, not the recipient's.

To view sent email from P360:

  1. Navigate to the P360 page.
  2. Click the View Sent Mail link. The All Mail slide-out screen appears.
  3. Click the Sent Mail tab to view a list of emails sent through P360. 
  4. Click on each email from the list to view the email details.
  5. (Optional) Click the Draft Mail tab to view and manage the pending email drafts.

A user interface for viewing sent emails, displaying email details such as sender, recipients, subject, email content, and email statistics, along with a list of sent and draft emails

Email Stats 

Email Stats contain details of all the instances when an activity was shared as an email.

The following information is displayed.

  • First Opened On: Displays the date on which the email was first viewed.
  • Last Opened On: Displays the date on which the email was last viewed.
  • Email Opened: Displays the total number of times the email has been viewed.
    Note: Email Opened stats do not exclude machine-opened email numbers; they reflect the actual number of emails opened by humans.
  • Hard Bounced: Displays the number of times the email was returned to the sender because the recipient’s address is invalid.
  • Soft Bounced: Displays the number of times the email failed to send as it was temporarily denied by the recipient’s email servers. Click the number displayed here to see a list of recipients that experienced the Soft Bounce. You can then trigger to resend the email. 

Additional Resources

Create and Send Multi-Version Emails

 

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