I have a customer that has a great idea for an improvement to the Email to Timeline function.
Currently on replies they are adding new entries per email, can we consider adding an update function to the existing entry so that the timeline doesn’t have each reply as a timeline entry?
This would make efficiency and timeline clarity top notch.
This is on our medium term roadmap, thanks for sharing.
Great idea - but I would just like to add something: don’t think that it is uncommon to use timeline entries to calculate customer engagement with us in Customer Success (at least we definitely do). I would be concerned seeing all email entries in a thread be “merged” into one timeline entry when in fact, there have been more than one interaction. Would be great if we’d be able to track the number of updates (which may match a “number of interactions”) or something of the link so we don’t lose sight of customers’ engagement with CS.
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