Group Send FAQs
This article provides answers to frequently asked questions for Group Send.
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 CSMs to manage communications independently.
Is this feature available in the old GS Home?
No. Group Send is available only in the new Gainsight Home. Group Send is also not supported for CSMs using the Company Team or Relationship Team filter on GS Home. Existing Email Assist in Cockpit, Timeline, and P360 remains unaffected by this enhancement.
Where can CSMs access person records?
CSMs can access person records in the People tab within the Portfolio multi-tab widget (alongside Customers and Actions) in Gainsight Home.
Can CSMs customize the view on the People's tab?
Yes, CSMs can modify (add or remove) columns from those configured by the admin. They can also reorder columns, except for Person Name.
Can CSMs make inline edits in the People widget?
Yes, CSMs can edit fields in the People widget depending on the object and field type. The following table describes the edit permissions:
| 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 CSMs create a list?
Yes, if they are mapped to a Company or Relationship.
What can CSMs do with a list?
CSMs can use lists to send emails. No other actions are supported at this time.
Is a CSM’s list accessible to other CSMs?
No. Each CSM 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: Once created, static lists retain all person records, even if the customer is later reassigned to a different CSM. The original CSM cannot send emails to reassigned customers, but the records still appear in the list. These records must be manually removed, if needed.
- Dynamic Lists: Dynamic Lists are automatically updated based on filter criteria. If a customer is reassigned to another CSM, the list is updated to reflect the change.
Are emails automatically logged to Timeline?
No. CSMs must select the Log to Timeline checkbox while sending emails from GS Home to ensure they are logged to aTimeline 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 CSMs view sent emails?
CSMs can view sent and scheduled emails in Email Manager > Outbox, accessible from the top-right corner of GS Home.
Can CSMs recall a sent email?
Yes, CSMs 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 CSMs create personal email templates?
Yes, CSMs can create personal email templates from Email Templates. For CSMs to create their own personal email templates, Admins need to assign the Manage Personal Email Templates permission bundle to the CSM.
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 CSMs use an existing email template?
Yes, templates created by admins are available in the Global Templates folder.
Can CSMs add CC: and BCC: addresses ?
Yes
Is the standard CSM field on the Company object required for Group Send, or can a custom field be used instead?
The CSM must be mapped to the standard CSM field on both the Company and Relationship objects for the Group Send feature to function properly.
Can CSMs send surveys in emails?
Surveys can only be sent if the CSM uses an admin-created email template that includes a survey element. CSMs cannot add survey elements to templates.
Can CSMs schedule recurring email for a selected list?
No. Currently scheduling emails for future or recurring sends is not supported.
Can CSMs 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 CSM 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 CSMs 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 CSMs view?
CSMs 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.