I have an account exec who has one of his accounts logging his emails to C360 and nor R360, we do not use C360 but do use R360. All other accounts, include his other accounts, work properly and send the emails to R360 using the email to timeline feature except his one account. We have no other employees or accounts send the emails to the wrong timeline. What could be causing this one account to use C360 for it’s timeline? I don’t know where to even start. I thought he might be accidentally configured to “account” instead of “global” but my manager feels the issue may be “when” the relationship was created in Gainsight. I don’t know what he means by that, so I don’t know where to begin troubleshooting if my first reason I came up with wasn’t right. Can someone explain what “when” the relationship was created” means in terms of causing this error? Or point me to a resource to help? I don’t know what to even enter in my search to figure out what he meant.
Email to timeline for one account is going to C360 but not R360
Best answer by nitisha_rathi
+1+1Thanks to all, but I had already checked the Customer/Relationship settings for that user and it was correct. The issue persisted for nearly a week, until it finally just started sending the emails to Timeline in the R360 view like they were supposed to be. Since we did every test we could, I’m assuming this particular case was a glitch of some sort. His other accounts were find from day 1. Strange, but luckily it resolved itself somehow. The information about checking the user settings should be valuable to other users, particularly those new to Gainsight! Thanks for all the feedback and support!
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