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ben
ben
Helper ⭐️⭐️⭐️
April 4, 2017

Is there way to have email replies go back into Gainsight?

  • April 4, 2017
  • 14 replies
  • 164 views
We are loving the CTA functions, but have an inherent issue. The emails sent from CTAs are not being auto-logged to Salesforce. Additionally, the replies go to the CSMs inbox rather than a queue somewhere. The same phenomenon exists for emails sent from CoPilot.

Is there any function of Gainsight that when an email is sent it is (1) logged and (2) replies go back to some portion of Gainsight? 

A comparison is Cases within Salesforce. I am not sure if this exists though.

One alternative I thought of us using the same Gainsight logic to generate a Case in Salesforce rather than a CTA. No real issues with that, but I figured I would check.

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      joel_peasley_285d9f
      joel_peasley_285d9f
      Contributor ⭐️⭐️
      September 25, 2018
      Really need the ability for 2 way communication with our customers to live within Gainsight. Without that ability to receive and respond to emails within Gainsight our CSM's end up in their inbox or worse we move back to Salesforce and use the case function for this. 
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        September 28, 2018
        Hi Joel, thanks for being passionate about using Gainsight more fully at your organization! It sounds like what you're describing is essentially incorporating an email client into Gainsight that would allow CSMs to receive and send emails directly from within Gainsight, is that correct? Or did you have something else in mind?
        VP of Customer Success at Forcepoint
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        September 28, 2018
        A quick update to everyone on the "email to Timeline" functionality - we are looking to have this ready hopefully by the November Gainsight release (could slip as we work to ensure solid QA, but it won't be like 6 months more). 
        VP of Customer Success at Forcepoint
          joel_peasley_285d9f
          joel_peasley_285d9f
          Contributor ⭐️⭐️
          September 28, 2018
          Yes, we would love to allow CSMs to receive and send emails directly from within Gainsight. This really would help out our team so that we are able to pull CSMs out of their inboxes and fully into Gainsight. The other benefit is the ability to have coverage between CSMs as that information would live in Gainsight.   
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