Group Send FAQs
This article provides answers to frequently asked questions for Group Send. To use this feature, the user must be mapped to the standard Company or Relationship field on both the Company and Relationship objects.
Is Group Send an alternative to JO ?
No. Journey Orchestrator (JO) remains the primary tool for setting up multi-step, high-volume email campaigns. Group Send is designed for mid- to low-touch users to manage communications independently.
Is this feature available in the old GS Home?
No. Group Send is available only in the new Gainsight Home. Existing Email Assist in Cockpit, Timeline, and P360 remains unaffected by this enhancement.
Is Group Send a paid feature, or is it available to everyone?
Group Send is available to all Gainsight CS customers. However, to access it, your admin must first enable the People widget, assign permission bundles, configure email settings and set email limits. For more information, refer to the Group Send Admin Guide.
Where can I access person records?
You can access person records in the People tab within the Portfolio multi-tab widget (alongside Customers and Actions) in Gainsight Home.
Can I customize the view on the People's tab?
Yes, you can modify (add or remove) columns from those configured by the admin. They can also reorder columns, except for Person Name.
Can I make inline edits in the People widget?
Yes, you can edit fields in the People widget depending on the object and field type. The following table describes the type of edits allowed based on the field type. The edit permission on field level is provided by an admin using the GS Home People widget settings.
| Standard fields | Custom fields | Custom lookup | Standard lookup | |
|---|---|---|---|---|
| Company Person (CP) | Yes (for example, Title) | Yes | Yes | Yes |
| Relationship Person (RP) | Yes (for example, Role) | Yes | Yes | Yes |
| Person | Yes (for example, Name, Email) | Yes | No | No |
| Company | No (for example, ARR) | No | No | No |
| User | No (for example, Name) | No | No | No |
Can all users create a list?
Yes, users can create lists if they are mapped to a Company or Relationship defined through Group Send access control permissions.
What can I do with a list?
You can use lists to send emails. No other actions are supported at this time.
Is a user's list accessible to other users?
No. Each user can view and manage only their own lists.
How often does a Dynamic List update?
Dynamic Lists refresh automatically before each email is sent, ensuring the latest data is used.
If a CSM builds a Static or Dynamic List, and the customer is reassigned to a different CSM, are there any guardrails for the old CSM?
Following are the behavior a CSM may observe for the static and dynamic lists:
- Static Lists: Manually create a list of Person records, ideal for one-time bulk emails, where the target audience is fixed and does not update dynamically.
- Dynamic Lists: List generated based on filter criteria set by you and are automatically updated based on saved filter criteria
Note: However, when an admin updates the companies or relationships in a Group Send Access Control setting, any ineligible contact records are automatically removed from both the static and dynamic list. This ensures that users can send emails only to authorized contacts.
Are emails automatically logged to Timeline?
No. Users must select the Log to Timeline checkbox while sending emails from GS Home to ensure they are logged to a Timeline activity.
Note: A Timeline activity is not created if all recipients of an email are internal users.
If at least one Company Person or Relationship Person is included, the internal users are excluded from the Timeline entry.
Where can I view sent emails?
You can view sent and scheduled emails in Email Manager > Outbox, accessible from the top-right corner of GS Home.
Can I recall a sent email?
Yes, you can recall a sent email within two minutes of sending, using the Undo action. This saves the email as Drafts in Email Manager > Outbox.
Can I create personal email templates?
Yes, you can create personal email templates from Email Templates. For users to create their own personal email templates, Admins need to assign the Manage Personal Email Templates permission bundle to the user.
Note: Personal email templates are only available while sending email from the new GS Home.
Where can personal and shared email templates be used?
Shared and personal email templates are currently available only while sending email from the new GS Home.
Can I use an existing email template?
Yes, templates created by admins are available in the Global Templates folder.
Can I add CC: and BCC: addresses ?
Yes
Can I send surveys in emails?
Surveys can only be sent if you use an admin-created email template that includes a survey element. You cannot add survey elements to templates.
Can I schedule recurring email for a selected list?
No. Currently scheduling emails for future or recurring sends is not supported.
Can I track email replies?
No. Email reply tracking is not available at this time.
When is the Group By option applicable?
The Group By option is only applicable when a user is sending an operational email. It is not applicable if the email template includes tokens from Company Person, Relationship Person, Person, Survey, or User objects.
Are emails sent from GS Home reportable?
Yes, emails sent from GS Home are logged in the Email Log V2 object with the Source name as GS Home-People Widget.
Are lists created by users reportable?
Yes. All created lists are available in the People List object. Person records within a list can currently be reported on only for Static Lists, through the Person Association List object.
What email engagement details can I view?
You can view email engagement details for sent emails, including metrics such as Opened, Clicked, Bounced, and Failed email counts.
Note: The Clicked count shows how many recipients opened the email and clicked at least one link.