Logging emails to Timeline is a great way to 1) provide visibility into automated communication for an account and 2) validate the formatting, recipient details, send status, open status, click status of emails internally
However, not every email needs to get logged to Timeline. For example, User programs don’t log to Timeline, that doesn’t make sense -- however, internally, we still want a way to SEE that email that was sent. I can pull a report to confirm it was sent, but I don’t actually see the email, what it looked like, the content, the tokens, the report data, the links…..
Gainsight should have a feature that allows you to view sent emails for all emails sent in a format that looks like the actual email so an admin can troubleshoot content, formatting, etc.
Use cases:
- Launch new User program and want to confirm email sent correctly with the correct tokens, data, report data, etc
- Included in the NPS survey program, send an email to the CSM when a response comes in. Ability to view that sent email to validate it has the correct tokens, data, etc
Essentially, when an email gets sent, if it’s NOT logged to timeline for any multitude of reasons, an admin has nothing they can use to validate it. It limits our troubleshooting capabilities if something were to go wrong or an issue is reported.
