Thank you all for subscribing to our "Beta program for Email to Timeline”!

You can also learn more about the Email to Timeline feature with these resources:

• Intro to Email to Timeline video (9 mins.) - starts with CSM/end user perspective and then reviews admin config tasks
• Configure Email to Timeline (article) for Admins
• Log Customer Emails to Timeline (article) for End Users

UPDATE TO PARTICIPANTS:

Following are the latest updates:

• No. of emails logged as activity timeline: Very few

• Number of accounts started adding at least one user: 22

• Feedback received: None

We are Hungry for your feedback!

If it's working - Let us know; If something's not working- Please let us know;

We encourage you to share your valuable feedback that will help us to learn what’s working and what’s not. Your inputs will give us an edge to focus on the core feature and stay in tune with what you want, need, or expect. This beta program is available for a limited period of time and for a few limited slots! Request you to please confirm your participation by providing your feedback. If you do not intend to participate in this Beta program, we will include others. We may need to turn off this feature for the non-participating accounts in order to accomodate the others who need this feature.

Just to be clear, this does not add inbound emails to timeline, just captures outbound emails when the rep adds the GS email address to the BCC field when sending an email?

Inbound emails are captured if they are part of the thread when you send the email to Timeline.

So the inbound email would need to have the Email to Timeline email address as a recipient - which would most likely occur if they did a Reply All to an outbound email that had the unique timeline email as a To or CC address.

Hi all, I have a question regarding one of the prerequisite steps of configuring the email to timeline feature. I am having a little trouble figuring out how to load contacts into the company person object. I am unsure of how to set-up the rule. Any feedback would be greatly appreciated. Thank you!

We use a rule to find contacts (most but not all contacts of our customers) then the action is load to Company Person.

https://support.gainsight.com/View_More_Categories/Standard_Edition/03Rules_Engine/02Admin_Guides/07Action_Type%3A_Load_to_Company_Person

Hi Jasmine,

Check out this step by step tutorial, which is used to do the same thing for Gainsight Sharing. :)

Thank you both!

I activated this feature for the team (5) at the end of last week. We currently only have two users actively attempting to use it and it hasn't worked at all - usually resulting in bounce backs. I forwarded a couple of these to support so haven't received a response yet but am checking with the published limitations myself first. Once we start to see successful posting, we'll be able to provide more detailed feedback.

Feedback from myself (admin):

-It was unclear in configuration that the GS person object would be required as this is not something I had previously used/sync'ed. We just rely on the SFDC contact object.

Questions:

-If we have fields that are mandatory on timeline posts, will email to timeline be able to bypass these or will it mean the email always goes to drafts?

-As a nice to have, can we remove our email signatures (e.g. by encasing them in certain characters)? As well as company information, we have to have the details of our regulators and this adds clutter to the email body when reviewing.