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andorfuhrer
andorfuhrer
Helper ⭐️
Nov 10, 2020 10:52 PM UTC
Solved

Attachment Fail Email with Gainsight Outlook Plugin

Our CSMs are loving the new Gainsight Outlook Plug-in! One feedback I have received from a few folks is the noisiness of the email they received when Gainsight cannot post an attachment.  Usually the attachment is either a screenshot or the logo on their signature.  

Has anyone else been experiencing this? 

 

Below is the sample of the email the CSMs receive when the attachment does not post
 

 

sandeep_kumar
sandeep_kumarAnswer
Gainsight Employee ⭐️
Nov 14, 2020 3:14 AM UTC

@andorfuhrer This is happening with all the emails or randomly for a few emails?

We support only 5 attachments from plug-in and the total upload size should be within 25MB. Please check if there are no extra images are added as part of the signature/email footer because eventually those will also be counted as attachments.

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9 replies

sai_ram
sai_ram
Expert ⭐️⭐️
Nov 12, 2020 7:32 PM UTC

@andorfuhrer Happy to hear that you love the new Gainsight Outlook Plug-in! 

Sorry for the inconvenience caused, I will do a check on the attachment issue and get back to you. 

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sandeep_kumar
Gainsight Employee ⭐️
sandeep_kumarAnswer
Gainsight Employee ⭐️
Nov 14, 2020 3:14 AM UTC

@andorfuhrer This is happening with all the emails or randomly for a few emails?

We support only 5 attachments from plug-in and the total upload size should be within 25MB. Please check if there are no extra images are added as part of the signature/email footer because eventually those will also be counted as attachments.

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andorfuhrer
andorfuhrerAuthor
Helper ⭐️
Nov 24, 2020 3:24 PM UTC

thanks for the update @sandeep_kumar  - just so that im clear and can relay this back to the team.  if an email has more than 5 attachments and/or the attachments exceed 25MB, then this will cause the email that the CSMs are sometimes getting?  

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AF
sandeep_kumar
Gainsight Employee ⭐️
sandeep_kumar
Gainsight Employee ⭐️
Jan 8, 2021 4:53 AM UTC

Yes, that's correct!

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    vmoore
    Contributor ⭐️⭐️⭐️⭐️⭐️
    Mar 12, 2021 4:07 PM UTC

    I’ve been told my users that the attachment size limit includes social media icons. Is there a workaround for this?

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      Erseburse
      Erseburse
      Contributor ⭐️⭐️⭐️⭐️
      Mar 15, 2021 9:34 PM UTC

      @sandeep_kumar  - is there a workaround for the social media icons to not count as an attachment? That is a big barrier to us. 

       

      Alex

       

       

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        chethana
        Expert ⭐️
        Mar 16, 2021 5:59 PM UTC

        @Erseburse  Let me check this and get back to you with an update.

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          sandeep_kumar
          Gainsight Employee ⭐️
          sandeep_kumar
          Gainsight Employee ⭐️
          Mar 17, 2021 5:12 AM UTC

          @Erseburse Unfortunately we don’t have any workaround as of now. 

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          anna.mcdonald
          Contributor ⭐️
          Jul 25, 2022 4:42 PM UTC

          It seems like there’s a ton of clients having this issue. This seems to be more than an issue w/ attaching 25 MB.

           

          This is happening when I’m linking clients to additional resources, like external help articles. I’m not necessarily even including screenshots. Nothing I’m sending is over 25 MB. I even experience this issue and I’ve stopped hyperlinking help articles and just send clients a help link. 

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