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Hello! Our CSMs occasionally blast a list of their customers with an email. This is happening through Gainsight Assist and mail merge (CSV of email addresses) in Gmail. There is the option to select “log to timeline” when sending the email out of Gmail through GS Assist. Unfortunately this button logs as only one email sent and puts that email in Timeline drafts. 

The other issue is that the CSM then has to go into their timeline drafts, and they are only able to associate this email with 10 different companies. Is there a way to increase the allotted number of companies they can associate the email with? 

It would be ideal if a CSM could blast a list of 50 companies (50 different emails) through Gmail (mail merge and GS assist) and then have each email log individually to the correct timeline. Is this possible? 

How does your company handle tracking and logging mass emails done by CSMs? 

Thanks in advance!! 

 

Hi @nicolehajek ,

Having been around the Gainsight CS ecosystem for a while, I can imagine the team responding that the primary use case for Gainsight Assist is trapping and documenting more specific 1:1 (or 1:1 customer) email communications.

When moving in to 1:many communications, Gainsight’s primary solution is Journey Orchestrator (JO) Programs, which would support the logging of messages to each recipient’s company Timeline record. Many Gainsight admins lock down JO to admins only, and a few permission very well-trained selected CSMs or other non-admins to work in JO.

Granted, that answer may not be satisfying, as you may be hoping for a Gainsight Assist-based solution. That said, I suspect that’s where the ultimate solution lies.

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