I prefer leveraging the Outlook Add-In when accessing email templates and/or sending non-templatized communication to customers and consistently leverage the add to timeline feature.   When new email is received from a customer and want to add to the timeline, the date that’s published in Gainsight is the date when timeline record is created.   It would be a huge value if the add-in had the ability to apply the actual email date, not the date you sent the email over to timeline.    This is a true representation of the activity date for a CS historical record.