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2percent_jazz
2percent_jazz
Contributor ⭐️⭐️
September 18, 2024
Solved

Is it possible to connect a Timeline entry to a CTA using the outlook plugin?

  • September 18, 2024
  • 5 replies
  • 185 views

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

Best answer by Vipin

Hello @2percent_jazz ,

We cannot directly associate the CTA when logging emails to the timeline from the Outlook plugin; the user must manually go into the instance and associate the particular timeline entry with the CTA. We can associate it using the 'Associated Record' option in the timeline.

Please find the support document.

I hope the above explanation addresses your question. If not, please let me know if I misunderstood your inquiry.

5 replies

Vipin
Gainsight Employee ⭐️
VipinAnswer
Gainsight Employee ⭐️
October 17, 2024

Hello @2percent_jazz ,

We cannot directly associate the CTA when logging emails to the timeline from the Outlook plugin; the user must manually go into the instance and associate the particular timeline entry with the CTA. We can associate it using the 'Associated Record' option in the timeline.

Please find the support document.

I hope the above explanation addresses your question. If not, please let me know if I misunderstood your inquiry.

sjacobi123
sjacobi123
Contributor ⭐️⭐️
December 10, 2024

Hi ​@Vipin I think this is something that should be considered as an Enhancement. Having to manually associate an Email to a CTA after the fact is not a positive user experience and will likely not happen. Having this ability is something that would allow our teams to consider adding the Gainsight outlook plug in, because without being able to associate to a CTA the plug in has less value. 

    alizee
    alizee
    VIP ⭐️⭐️⭐️⭐️⭐️
    December 13, 2024

    ​@sjacobi123 There was a VCAM this week about improvements to the Gainsight Assist plugin during which we discussed displaying, at least all required fields on each entry, as well as potentially optional fields (which this would be). I’m not guaranteeing all that was discussed will turn to life, but I believe we made progress as a group on which direction the plugin is going… and hopefully it’s going in the direction of populating more fields from timeline… associated records might be one of those in the end. 

    The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
    W
    Wayne
    Expert ⭐️
    January 3, 2025

    Hello @2percent_jazz ,

    We cannot directly associate the CTA when logging emails to the timeline from the Outlook plugin; the user must manually go into the instance and associate the particular timeline entry with the CTA. We can associate it using the 'Associated Record' option in the timeline.

    Please find the support document.

    I hope the above explanation addresses your question. If not, please let me know if I misunderstood your inquiry.

    Correct me if I am wrong. But it is impossible to associate a timeline entry to a CTA unless you are creating the timeline entry on the actual CTA window. 

     

    This has been a blocker for a long time, to the point to where we can’t even associate it on the backend via APIs.

    W
    Wayne
    Expert ⭐️
    January 3, 2025

    Figured out our problem, we do not have Associated Records turned on. Which means you can;t fill in the context id. Perhaps the associated record allows this.

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