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ana_g
Helper ⭐️
Feb 4, 2019 5:16 PM UTC
Solved

Is there a filter against user's company domain when logging email activities?

We are trying to utilize a workaround for "forwarding" emails to Gainsight without having to look for drafts in Global Timeline.

As our CSMs have a unique email address for each of our customers, we tried adding that email address to the Person object manually in the C360, emailing TO that email address, and BCCing the email address Gainsight provided. However, the email did not appear in Timeline.

Though the email and actual user's email address are different, is it possible that Gainsight won't log any emails TO an email address with the user's company domain?

Why didn't the email get logged to Timeline?
 

    dan_ahrens
    dan_ahrensAnswer
    Expert ⭐️⭐️⭐️
    Jun 6, 2019 1:23 AM UTC
    Hi Anastassia,

    Gmail does some unique handling in the way they allow you to add a "+text" suffix on the end of your email address prior to the @ symbol, but this is not universally recognized by all email systems.

    Instead of the work around you are attempting, the recommendation is to add your customer contacts as Gainsight person records and BCC Gainsight on the outgoing email message that your CSMs send. Gainsight will automatically route the emails based on the person record association.

    Hope this helps.

    VP of Customer Success at Forcepoint
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    2 replies

    ana_gAuthor
    Helper ⭐️
    Feb 5, 2019 3:43 PM UTC
    Would love to get an answer to this.

    Translate
    Anastassia Goidina
    dan_ahrens
    dan_ahrensAnswer
    Expert ⭐️⭐️⭐️
    Jun 6, 2019 1:23 AM UTC
    Hi Anastassia,

    Gmail does some unique handling in the way they allow you to add a "+text" suffix on the end of your email address prior to the @ symbol, but this is not universally recognized by all email systems.

    Instead of the work around you are attempting, the recommendation is to add your customer contacts as Gainsight person records and BCC Gainsight on the outgoing email message that your CSMs send. Gainsight will automatically route the emails based on the person record association.

    Hope this helps.

    Translate
    VP of Customer Success at Forcepoint
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