Question

CTA Email Task Threading

  • 16 February 2024
  • 3 replies
  • 32 views

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Hi All - I’m wondering if I’m missing something here, as I haven’t seen other questions on this topic. Our reps are sending emails to customers through Gainsight Email Tasks. Most of our CTAs have 3 email tasks. When the reps send the 2nd or 3rd email, we’ve noticed that it is not threading the previous email below. This is creating confusion amongst customers when we say “I’m following up on my previous email”, etc. in the 2nd or 3rd outreach. Is there a way to thread email tasks together when sending through GS CTAs? Any other workarounds to thread emails but still have them appending to Timeline? 


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Userlevel 7
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Interesting question @Msimonson .

I don’t know of any slick solution for threading multiple emails from the CTA. Even in a Journey Orchestrator email chain, you’d always be sending a “new” unthreaded message if you sent multiple emails in a single Program.

The one work-around that comes to mind--though it has other caveats--is to use Gainsight Assist (the Outlook or Chrome extension). A user could compose a brand new message, or initiate a reply or forward, and then bring in the email template. By checking the “Log to Timeline” checkbox, the email then goes to the Timeline. However, it would not automatically mark the Task as complete, and may feel like extra steps to a CSM.

Userlevel 5
Badge +3

Interesting question @Msimonson .

I don’t know of any slick solution for threading multiple emails from the CTA. Even in a Journey Orchestrator email chain, you’d always be sending a “new” unthreaded message if you sent multiple emails in a single Program.

The one work-around that comes to mind--though it has other caveats--is to use Gainsight Assist (the Outlook or Chrome extension). A user could compose a brand new message, or initiate a reply or forward, and then bring in the email template. By checking the “Log to Timeline” checkbox, the email then goes to the Timeline. However, it would not automatically mark the Task as complete, and may feel like extra steps to a CSM.

 

This is very similar to an issue @kstim and I discussed almost a year ago around a monthly check-in email we send on behalf of our CSMs. We used to have two emails in the program (check-in email, and 7-day follow-up that was sent if the first message was unopened). The CSM leads asked us to discontinue the second email however, since we were unable to thread the messages in their (the CSMs) inboxes.

I smell an idea here, unless anyone knows if a similar post exists:

We need a checkbox with a multi-select field to allow threading email templates in timeline.

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Yes, @dayn.johnson! We are getting similar feedback from CSMs about removing or rewording the follow-up emails. Emailing outside of GS is certainly an option however, with a Scale CS team, we feel these are reasons to stay within the CTA: 

  • Guarantee that the email is logged to Timeline 
  • Accuracy of “most recent activity date” metric 
  • Consolidation of systems, efficiency purposes - we want GS to be the central tool for actioning 
  • Use of piped text for automated customization 

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