Often when CSMs are using Gainsight Assist in Outlook, they are emailing back and forth with a customer within one email thread. The thread in Outlook ties the conversation together well for quick reference for a CSM. 

Currently, when emails in one thread in Outlook are created as Timeline Entries in Gainsight, they are created as individual entires. The entries aren’t tied together in a thread within Timeline which adds a lot extra time for CSMs to keep one conversation all connected in Timeline. It’s not a fluid experience and impacts efficiency. 

How can we improve the experience of having threaded emails tie to one Timeline Entry in order to improve CSM efficiency and improve visibility of a whole conversation ?

Many thanks!