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yosune_baltra
yosune_baltra
Contributor ⭐️
March 29, 2019

BCC to Timeline for multiple accounts

  • March 29, 2019
  • 3 replies
  • 118 views
Sometime the CSMs on our team send messages to several customers at once putting their emails addresses on BCC. We like to keep track of those message, to make sure certain important updates have been communicated to our customers. These messages are also something we would like to track as a mesurement of engagment for our CSM team. Currently we copy and paste those emails sent in to a Timleine activity.

      3 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      March 29, 2019
      Hi Yosune,

      Gainsight's email to timeline feature relies on knowing who the recipients for that email are (in order to match them to persons that are associated with company records). In the scenario you described, since the recipients are added as BCC contacts, Gainsight would not see who received the email and would not be able to perform any matching.

      VP of Customer Success at Forcepoint
      L
      lsiegfried
      Contributor ⭐️
      May 1, 2019
      We have a similar use case that would be nice to have. We have CSMs that send an email to a contact that is associated with multiple accounts. What they want is to be able to log the email in multiple timelines from the drafts page.



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      Currently, they copy and paste the email to the multiple accounts, but if they could select multiple accounts when editing the draft it would elimiate those steps.

        D
        dan_kenner
        Contributor ⭐️⭐️⭐️
        July 22, 2022

        @lsiegfried I believe that is possible now using ‘Associated Records’ in Timeline events. They can head to drafts and attach one Email to multiple Customers now.

         

        However, I do want to bring this up. While the ‘Associated Records’ does help solve for this, it would be great if BCC to Timeline could recognize multiple contacts in the ‘to’ field and match it to every contact/customer record on one go. It would follow a similar logic to Associated Records, but instead of having the CSM do it manually from drafts, they system could just do it on its own upon send.

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