Thank you for participating in the VCAM sessions and sharing your valuable feedback. Your insights have greatly helped us better understand our end users' needs. Below is a summary of the discussion and key findings.

Key Updates Discussed in VCAM

We will provide appropriate tooltips and banners throughout the experience to ensure end users have sufficient information to complete mandatory fields.

1. Mandatory Fields and Entire Timeline Form in GS Assist Plugins

• The VCAM session focused on introducing mandatory fields and the complete timeline form in GS Assist plugins for Chrome and Outlook.

• Feedback revealed that admins prefer having the option to display the entire timeline form in the plugins. To address this:

  • We plan to connect with the Timeline team to explore adding a toggle in the Timeline Admin section.

  • This toggle will allow admins to configure whether the entire timeline form is shown:

    • Enabled (default): Displays the complete timeline form.

    • Disabled: Shows only the mandatory fields.

2. Chrome Extension: Logging Outbound Emails

• For outbound emails:

  • If an end user does not fill all mandatory fields in the side pane, a pop-up will prompt them to complete the fields (similar to the conflict screen in the old UI).

  • The pop-up will display all the fields again, and the user will have an option to change the activity type if required. Fields will update again based on the activity type selected. The end user can:

    • Add Inputs: Fill the fields and click "Add," logging the email to the timeline.

    • Cancel: Close the pop-up. The email will be sent but not logged to the timeline (not even as a draft).

  • Draft capability is being removed based on admin feedback, as managing drafts was considered cumbersome and time-consuming for CSMs.

3. Chrome Extension: Logging Inbound Emails

• For inbound emails:

  • The "Add to Timeline" button will remain disabled until the user fills all mandatory fields.

  • Emails cannot be logged to the timeline without completing the mandatory fields.

4. Outlook: Logging Emails

• Due to Outlook’s limitations (e.g., no pop-ups allowed above the mail send action), the flow differs slightly:

  • Outbound Emails:

    • A banner will appear when the "Log to Timeline" checkbox is selected, prompting the user to fill mandatory fields.

    • If mandatory fields are not completed, the email will still be sent, but it will not be logged to the timeline. An error message will appear in the side pane.

  • Inbound Emails:

    • The process mirrors Chrome, where the "Add to Timeline" button remains disabled until mandatory fields are filled.

Next Steps

• We will have a discussion with the engineering team on feasibility, implementation and any challenges they foresee, but mostly what is mentioned above should be doable.

• These changes will apply only to tenants who are on the new GS Assist UI.

• In Phase 1, we will enable the toggle for admins to show the entire timeline form in the GS Assist plugin.

• We are still evaluating whether to include subject and activity date in the side pane or defer this to Phase 2.

Thank you for your continued support and valuable feedback. We look forward to implementing these updates and improving the GS Assist experience for all users.