Add Participants to a Program

Segments

Segments can be created to fetch a sub-group of customers, relationships, and contacts that meet your selected criteria using source objects. Once the segment is created, Admins can use it as one of the Source types to add participants in Programs. For more information on how to create Segments, refer to the Segments article.

Notes: 

• Admins can add up to five Segments per program.
• Segments and Data Designer limit is capped at participants daily limit or 500,000, whichever is lower.

Participants can be added from Segments in one of the following two ways:

• Statically: Where all members of the list at the time of selection are added as participants to the Program.

• Dynamically: Where new members who later meet the criteria of the Segment are also added as participants. If the dynamic option is selected, you have access to the scheduler feature to decide when the Segment is queried for new participants. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. This schedule can also be edited after the Program is published. When the schedule runs, it runs the Segment query for new contacts to be added as participants. Each scheduling options has different selections available:

  • DAILY: The Daily option allows you to select either every weekday or every day.

  • WEEKLY: The Weekly option allows you to select which day of the week you would like to run the query.

  • MONTHLY: The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

Notes:

• A Segment is only refreshed based on the schedule configured while creating a Segment. It is not refreshed while syncing the segment source.
• Admins cannot add Segments as a source type if the User option is selected as the Program Type.
• Segment records are filtered based on the relationship type selected in the program.

Events

Events source allows users to add participants triggered from Gainsight’s Event Framework. Events are the activities triggered as a result of some other activity. For example, a case satisfaction survey to be sent whenever a case is closed can be configured as an event, or a notification email to be sent whenever a participant responds to a survey. Admins can configure Events from Administration > Events.

Events source is completely flexible and supports all the events configured in Events Framework. Also, the PX custom events can be used in a Program. Using Events as a source in Programs, admins can take the following actions:

• Configure filters for the events
• Select lookup fields for filters
• Map lookup fields in the Mapping selection

In the Event source, an Event Source Filter is applied to the source to define which contacts must be added as Program participants. Based on the filter criteria, contacts from the event source are added as participants. 

Additionally, Journey Orchestrator honors the resolution of Event Fields functionality in the Event Framework. For more information on the event fields resolution configuration, refer to the Events Framework article.

To add an event source, perform the following steps:

1. Select Event from the + SOURCE menu.
2. Select the required topic from the drop-down list.
3. Select an event associated with the topic.
   Note: Values in the Event menu are populated based on the topic selected in the previous step.
4. Select a version associated with the event, and click SAVE. The required event is added as a participant in the Program.
   Note: You can add only one Event source per Program.

For more information on the Events framework and how they are configured, refer to Events Framework.

CSV

This option allows users to upload participants from CSV files. You can directly upload a CSV file with a limit of 100,000 records per CSV with a maximum size of 50MB and up to 5 CSVs total can be uploaded to a Program. Users can download a sample CSV template from the link highlighted below.

1. Select CSV from the + SOURCE menu. The Import Participants from a CSV page is displayed.
2. Click sample CSV file to download the sample CSV file. This helps to customize your source CSV file with a list of participants.
3. Click CHOOSE CSV TO UPLOAD to browse and upload CSV file from your machine.
4. Click BACK TO SOURCES to navigate back to the Source configuration page.

Query Builder

You can query person records in Gainsight to add them as program participants. The query builder functionality allows you to pull in Person object records using tools identical to what’s found in the Rules Engine. For more information on Rules Engine, refer to Getting Started with Rules Engine.

To configure a Query Builder source, take the following steps:

1. On the Participants Configuration page, click the +SOURCE button and select Query Builder.
2. Enter a name for the Query Builder source. 
3. Click SAVE.
4. Click DATASET TASK. Dataset configuration page appears.

5. Enter the Task Name, Task Description, and Output Dataset Name.
   Note: The Task Name and Output Dataset Name must be filled out before the Dataset Task can be saved. These fields allow users to differentiate between different Dataset Tasks that might be added to the query. Output Dataset Name auto populates from Task Name and it can be changed to a different name. It has no dependency on Task Name.
6. Select the source object that you want to query from Matrix Data. You can select any Gainsight object that stores the Person records. Typically, you can select the Company Person object and the Relationship Person object for the Programs associated to the Company and Relationship respectively.

Gainsight NXT in Salesforce CRM

Click here to expand for more information on how to build a query using Salesforce objects

If a Salesforce connection is established in your org, using Salesforce Connector, you can also select Salesforce objects (such as Contact) as their participant source.

7. Click and drag the fields that you want to query to the Show section. The data from these fields is available after mapping with the participants. For more information on mapping fields, refer to Map Participant Sources. Depending on the type of program, you will need to query certain fields to successfully map participant data back to the source object from the Program. 

• Company Programs: You will need to query the fields Recipient Email Address and Company Id to successfully map fields for programs associated to the Company.
• Relationship Programs: You will need to query the fields Recipient Email Address and Relationship Id to successfully map fields for Programs associated to the Relationships.

Gainsight NXT in Salesforce CRM

Click here to expand for more information on the Account and Contact fields required to build a query using Salesforce objects

If a Salesforce connection is established in your org, using Salesforce Connector, you can build queries based off of SFDC objects will need to query the Account ID field to successfully map responses back to the Account object and the Contact ID to successfully map responses back to the Contact object.

8. Click and drag the fields that you want to use as criteria to the Filter section. Only people that meet this criteria are added as participants.

9. (Optional) Click PREVIEW to see the query results of the task. This is to help admins monitor the output of each task to ensure that the configured task is accurate and meets the needs of the Program.

10. Click SAVE. This completes configuring your initial Dataset task.
11. (Optional) Click CANCEL to navigate back to the Query Builder configuration page.
12. (Optional) Click +TASK to continue adding additional Dataset Tasks.
    
    You can apply Transformation, Merge, and Pivot tasks on multiple Datasets. For more information on Dataset, Merge, Pivot, and Transformation tasks, refer to the Rules Engine - Task Creation, Merge Tasks in Rules Engine, Pivot Tasks in Rules Engine, and Transformation Tasks in Rules Engine articles respectively.
13. (Optional) Click SCHEDULE at the top-right of the query configuration page to configure the timing and frequency for the query to run and add new participants. This schedule can be configured in one of the following two ways:

• Statically, where all people that are pulled in by the query at the time, are added as participants to the Program. This option is selected by default.
• Dynamically, where new members who later meet the criteria of the query will be added as participants. If the dynamic option is selected, you will have access to the scheduler feature to decide when the query should run for new participants. The Scheduler can be configured on a Daily, Weekly, or Monthly schedule, with a Start Date, End Date, and a Preferred Time to run the query. When the schedule runs, it runs the query for the new person records that are added as participants. This schedule can be edited after the Program has been published. The query will follow the new schedule going forward. Each scheduling option has different selections available:
  • The Daily option allows you to select either every weekday, or every day.
  • The Weekly option allows you to select which day of the week you would like to run the query.
  • The Monthly option allows you to select a specific day within the month to run the query (1st - 31st as well as the Last day of the month). You can also choose to run the query on a timed day of the week such as the 1st Sunday, or 3rd Tuesday of the month.

Notes: 

• A scheduled Query Builder query will not run unless the Program is in the Active state. For more information on Program statuses, refer to Program List View and Create New Program.
• If the participants’ sync from the query builder exceeds the 500,000 participants limit in Tenant Management, then the remaining participants are not synced. The admins who have created the program in Gainsight, the super admin of Tenant Management and the CSMs of tenants are alerted through an email notification.
• Admins can use the People Maps Influencers object while configuring a Participant list by using the Query Builder option and send a Program only to the Influencers. This Program may contain a Survey or an Email addressing only the Influencers. For the list of fields in this object and their descriptions, refer to the Gainsight Object Glossary article.

Uniqueness Criteria

Configure this section to determine how a participant is considered unique from other participants in the program, and how to handle participants with the same uniqueness criteria. Only unique participants will be included in the Program. This prevents participants from being sent multiple, identical emails as part of the Program. Admins can configure the following:

1. Filter Participants by __: Select the field that is used to determine if an individual participant is unique from other participants.
   Limitation: Do not select the Date field as a uniqueness criterion to determine how a participant is considered unique from other participants. If you choose the Date field, participants are duplicated by following the timestamp.
2. Select either:

• Participant with same unique criteria can enter once in lifetime: A participant with unique criteria can enter the Program lifecycle one time only. It can not be re-added once it leaves the program’s lifecycle.
• Participant with same unique criteria can enter after __: A participant with unique criteria can be re-added after reaching a participant state that you select. For example, if you would like people to be re-added after they leave the Participant Lifecycle, as they were “Knocked Off” or encountered a “System Error”, you can select those options. This option can also be configured after the Program is published.

IMPORTANT! Prevent Participants from Receiving Surveys Repeatedly: When selecting the option for users to be re-added after they reach a participant state, it is recommended to use the option Participant with same email address can enter once in X days in Advanced Criteria. This will prevent the participant from being added to the program again if they have already been added to it within a set amount of time, even if they meet other criteria set within the Uniqueness Criteria section. This will prevent the participant from receiving duplicate messages. Refer to the Advanced Criteria section for more information.

Exclusion List 

You can upload a CSV that contains people to exclude from the program, even if they are added as unique participants from a source. This list will be considered when the sync feature consolidates each source into a single participant list. A person on the Exclusion List will not be added by a source during the sync. To add an exclusion list, take the following steps:

1. Click Browse to view files saved on your local machine.
2. Select a CSV file to upload.
3. Click Open to upload the CSV.
4. Select criteria to exclude the participants. The available values will be pulled from the uploaded CSV’s headers.

Exclusion lists can be deleted after a Program has been published by clicking on the trash can icon next to an uploaded list. After the list is deleted, if a participant that would have been excluded by the list is added by another source, it will enter the participant cycle of the Program again.

Note: The Exclusion list will only apply to the Email Address field; participants will not be excluded if we select any other non-email address fields.

Advanced Criteria 

You can select advanced options for determining how participants are added to the program lifecycle. You can select the following:

• Participant with same email address can enter once in X days: Check this to prevent a Participant with the same email address from being added to the Program within a number of days that you select.
• Allow participants without valid Company Id to enter this outreach: Check this to allow participants without valid Company Id to enter the Program. If there are no valid company IDs, this option allows adding participants with a default company ID and tracking surveys against it.

SAVE/DISCARD: Click SAVE or DISCARD the changes you have made to the Participant Criteria.

Standard Field Mapping

In this section, you map data from each participant source to the Gainsight Standard Fields. Since it is possible to add participants from multiple sources in a single Program, it is important to map the data being pulled from each source. 

The Standard Fields column on the far left displays a list of standard fields from the participant object. Each Participant source displays an adjacent column with a drop down to Select a field for Mapping. You can select which source field is mapped to a standard participant field.

Gainsight NXT in Salesforce CRM

Click here to expand for more information on how to set a program to work on SFDC Ids or GS Ids

Use the Gear icon on the top of the page to set the program to work on either SFDC Ids or GS Ids. If the Map Gainsight Standard fields checkbox is selected, you must map the source with Company GS id. If it is not selected, you can map the source with Company External id.

Context ID

For certain models, such as the Customer Satisfaction Survey, you are required to map to a field called the Context ID. This field is used to define the context for why the survey is being sent, and to link the survey's responses to the appropriate files in Gainsight. For example, when sending a case closure survey, we need to pull in the Case ID field as part of a Participant Source, and then map it to the Context ID field. This enables us to tie participant's survey responses to the appropriate case.

Custom Field Mapping

In this section, you can add custom fields, and map the data from each participant source to them.

Take the following steps to add a custom field:

1. Click + ADD CUSTOM FIELD.
2. Select the type of field to add.

Each field type has a different symbol associated with it to help differentiate them (Integer and Double use the same symbol). You can add the following types of custom fields:

• String
• Integer
• Double
• Boolean
• Date
• External Id
• Email
• Picklist 

Note:  Both Integer and Double types of custom fields are number fields. But, if Integer is selected, the system rounds off the values when the field is having decimal values.

After adding a custom field, you can configure the display name and map it as you would do for a standard field. Click the trash can icon to delete the field.

Notes: 

• Syntax Validation for the content of the custom email fields will occur during Participant Sync. If the validation fails, the participant will move to the list of Failed Participants.
• Custom email fields can be used to configure the fields “To”, “Reply-to”, “From Email”, and “Email Copy to”; as well as the tokens within a Program’s email steps. For more information on configuring email steps, refer to Configure Model and Emails for Programs.

The user can add a maximum of 50 fields for all data types together or any one data type, in the Participant List configuration area of a Program. This eases the configuration of complex multi step programs, and also allows admins to define programs easily.

This configuration is only applicable for newly created Programs. The user cannot add any Custom Fields if the Program already exists and it’s in an Active status. However, if the created Program is in Draft stage, the user can add more fields by deleting the existing Custom Fields.

Notes:

• The same functionality is also applicable for cloned Programs. The user must delete the existing Custom Fields and can add a maximum of 50 fields.
• If you need to add more than 50 fields, raise a request to support@gainsight.com.

Use Case: Consider a scenario where you need to add many Email steps or CTAs in a Program. Admins can define up to 50 custom fields which can be used as Tokens in the Email/CTA steps of a Program.

Save/Discard

After mapping your fields, click SAVE at the bottom of this section to save your configurations. You can also click DISCARD to discard any changes you made and revert the section back to its previous configuration.

Note: After you save your field mapping configurations, a pop-up window will appear asking if you want to sync your participant sources. For more information on syncing participant sources, refer to Sync Sources.

Map Gainsight Standard Fields

Gainsight NXT in Salesforce CRM

Click here to expand for more information on mapping Gainsight Standard fields

If a Salesforce connection is established in your org, using Salesforce Connector, you can map Salesforce fields (retrieved from Query Builder in the Participant Source configuration) to Gainsight Standard Fields in the Mapping Participant Sources section. This is not selected by default. Click the gear icon at the top-right of the participant configuration screen to display this checkbox. Selecting this option enables resolving Salesforce fields to Gainsight fields, instead of mapping Salesforce fields (Ex: Contact fields) to Participant fields.

Sync Sources

After you add any Participant source (Event, CSV, or Dataset Query) and complete Participant configuration, you must sync the records from each source into the single participant list. To initiate this process, click the Sync icon of each Participant source to sync participants from the respective source with other sources.

Note: The participant sync can only be completed after you have defined the program’s Uniqueness Criteria and mapped each participant source. For more information on completing these steps, refer to Filter Criteria on Participants and Map Participant Sources.

After clicking the sync icon, the following message is displayed:

“This will clear and sync all participants from the sources again. Do you wish to continue?”

You can see the following options:

• YES: Clicking YES will clear any existing participants from the list and sync participants from all sources again. 
• NO, SYNC ONLY NEW PARTICIPANTS: Clicking NO, SYNC ONLY NEW PARTICIPANTS will only sync new participants to the existing participant list.

It is normal for the data sync to take some time to complete after it is initiated. After the sync has been initiated, the following message displays at the top of the participant configuration page:

“Syncing data from participant sources”

Participants List/Failed Participants List

You can view a list of all program participants, as well as a list of failed participants, by clicking on the Participant icon on the top-right of the participant configuration screen.

Note: You must sync your participant sources to create the participant list. For more information on syncing sources, refer to Sync Sources.

BACK TO MODEL

Click this option to navigate back to the Program model configuration page.