Our client timelines are reviewed by a number of different users, from CSMs to Management to others who support the account and need to quickly sift through Timeline activity notes to pull details for QBRs. It would be helpful if the CSM could pin a particular Timeline activity to the top of the Timeline to flag for review by others. So for example, if the CSM logs an update, he/she would include the most important points in that activity so others don't have to spend time reading all of the long email chains, etc. just to get to what they need, while CSMs won't need to change their process of logging activities.
Development
Ability to pin a Timeline activity
It is not good to see a product company not focusing on its community forum and responding back to enquiries nor lsitening to what is being said.
This is such an easy fix and such an important feature.
Probably would be worth get some inspirations from HubSpot and Gong on how great of a job they do in the space
+2Hi Team,
Apologies for the late reply.
Certainly, this use case holds significance, and we're in the process of internally brainstorming the optimal solution.
I'd appreciate your input on the following criteria:
1. Manual Control by CSMs - Here, CSMs would highlight critical activities, which would then be displayed at the top of the Timeline.
2. AI-Driven Recommendations - This would involve the AI suggesting important activities based on contextual data.
Best regards,
Sowmya
+3
I would like this feature. It may be nice to have pin my last enry or meeting agenda so I have readily available for my next interaction with the customer.
+1In absence of this feature, some of my CSMs are following this practice: creating future-dated timeline entries dated 31-DEC-2099. Of course this breaks reporting accuracy when using the activity date field.
When users don’t get what they need they’ll figure a way around it. Help! Where does this item sit on the roadmap?
+14This would still be beneficial :)
Hi! My CSM Team has been asking for something similar to this! They have started future dating Timeline activities, but I fear that it will hinder some reporting capabilities! Any update would be greatly appreciated!
+10
+4I upvoted this quite some time ago, but a few of my CSMs have once again requested this feature. Like others have mentioned, a manual human-lead pinning of an activity should be a pretty simple lift, and would provide a nice benefit for all of these organizations that have requested this. IMO, this should be done first, then the product team could consider an AI-driven approach.
+6Great idea! Love the concept of having a single place for an ongoing place to have updates in a specific timeline entry. This could have really interesting reporting uses for a quick view.
+8This came up recently at our org - this would be a nice feature to add. If the development were up to me and me alone, I’d keep it in the human’s hands (CSM pinning manually) for a while before going with the AI route.
+2Updated idea statusDiscovery→Development
+2Hello everyone,
We're excited to share that Pin Timeline Activity is now in development! We're planning an MVP with the core experience, and here's what that looks like:
What are we doing:
- Users can pin/ unpin their own Timeline activities using the 3-dot menu on the activity
- Pinning is supported only on C360 and R360 pages
- Up to 3 activities can be pinned per account
- Pinned activities are visible to all users who visit the 360 page
Some limitations to be aware of
- This feature will be enabled by our team and doesn’t have an Admin control
- Once enabled, there is currently no admin toggle to disable it
- Reporting for pinned activity will not be supported
- Associated activities (through associated record on 360) cannot be pinned, main activities only
- Auto Email Capture activities cannot be pinned
We intentionally scoped this down to deliver value faster. We'd love to hear your thoughts — does this MVP address your core use cases? Are there specific limitations here that would block adoption for your team?
Your feedback will directly inform what we prioritize to bring in. Drop your comments below!
+8This works well, for my org, as an MVP.
Ideally, later on we would be able to report on this - I bring this up because people may pin things and forget about them years down the road. It would be good to do a report to pull pinned activities and have the author unpin (clean up) older items.
I do have a question - without admin control, if an author/pinned item owner pins something, and then leaves the company - how do we remove their pin if/when we need to?
+2
Reporting we can consider as an enhancement
+8Glad to see this coming but I do agree with the need for reporting, even if it’s something as simple as a boolean (Pinned Y/N) and the date it was pinned as part of the Activity Timeline object. Anything that helps with auditing and instance maintenance is ideal.
+8Thank you,
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