Right now, if the contacts are not present in Gainsight and the account isn't aligning 100% perfectly, we have to manually edit the emails as they are put into draft state. It makes sense to use some simple logic and keyword matching to try and make this easier for the users. The customer should be known based on either email addresses being used or simple keywords in the email itself. That would allow the rest of the names to populate in the email activity as well. I spend too much time dealing with double entries on these emails.



Also, if I forward and email to the gainsight system, it should be able to pickup the details from the forwarded email as if I had sent it directly.