Ability to populate custom fields on Emails logged through Gainsight Assist

My team would love the ability to be able to link an email to a CTA. Currently, we use Gainsight Assist to log emails to the Timeline, then we have to go into the Timeline and “associate” the record with the CTA. Being able to log the message directly to a CTA would add a great deal of efficiency. 

Folks who have upvoted this idea but haven’t already commented - please add your commentary on how the absence of this creates hardship for not only your end users but also data integrity.  Gainsight needs to hear from as many companies as possible to get anything prioritized. 

In our environment, we had the Activity Type selector disabled because the inability to update required fields was resulting in errant data capture.  End Users simply do not go back and update those fields after the fact and there is no forcing factor to make them do so.  

So in the absence of the Activity Type selector, end users have to go convert a Timeline activity logged via GA to a different type.  Which they don’t do either, because, again, there’s no forcing factor to make them do so.

This is creating signficant pains when it comes to workflow efficiency and data management. This needs to be put on the front burner for development.

Additionally, anyone who believes this closely related idea is equally as important, please take a moment to go over there, upvote and add your commentary there as well.

Thank you!

​@Ritika Jindal ​@manu_mittal please make this a priority!

CSx’s need to be able to work where they are to work efficiently.

If the process requires them to send the email from Gmail/Outlook (using Gainsight Assist) and then go into C360 to log the necessary information – the necessary information won’t be logged.

Simple as that.

Please, let us simplify our CSx’s workflow! 🙏

​@revathimenon, can we get some eyes on this?

​@kstim, ​@kim_stone – if my suspicion is correct, we’ll be leveraging Gainsight Assist much more heavily in the not-too-distant future. Can you both weigh in here with how impactful it’d be to have this ability (quoted below)?

It would be great to be able to add more fields or customize the fields shown in the side pane. 

 

I’ve commented on this related idea: https://communities.gainsight.com/ideas/recent-gainsight-assist-changes-introduce-risks-challenges-25557, but leaving it here for awareness.

This gap is detrimental to data quality and severely impacts our workflows.

On one hand, we're stuck with a nearly 100% manual process: going activity type by activity type to identify mandatory fields and then manually "fishing out" invalid entries from reports. There's no way to streamline this.

On the other hand, consider all the issues this can cause downstream:
For example, if a timeline entry has a mandatory field where a user picks a value from a picklist, and a dependent rule is set up like "if [this mandatory field] equals X, do this, else, do this other thing." If the mandatory field is not properly captured due to this gap, those entries could unintentionally flow to the "else" scenario. This could lead to unintended consequences ranging from triggering incorrect CTAs to CSMs, sending inappropriate emails to customers, writing incorrect data to objects, or updating fields erroneously, you name it…

The problem is not just the issue itself; it's the cascading negative impact downstream. And we have no way to mitigate it besides asking support to revert back to the previous functionality.

​@romihache – legend. 🔥

Unpacking two different points here.

1. ​@travis_floyd – re: streamlining this process, it’d be messy and unnecessarily complicated when the situation shouldn’t call for a workaround, but is this something you could see being solved via a Postman API process? Curious to hear your thoughts on whether that’s even something this would solve for.
2. This is the big one. Our triggered JOs (both internal and external) are TOTALLY dependent on having accurate customer data. The potential chaos that can ensue from fields not being properly captured and slipping through the cracks (we’re all human) is mind-boggling. If we can’t trust our rule and JO sources, what can we trust?

AI is not ready to solve for this. Please, let’s get some discussions going on this!

 

​​​​​​@kstim, ​@kim_stone – if my suspicion is correct, we’ll be leveraging Gainsight Assist much more heavily in the not-too-distant future. Can you both weigh in here with how impactful it’d be to have this ability (quoted below)?

It would be great to be able to add more fields or customize the fields shown in the side pane. 

 

 

Thanks for the tag ​@dayn.johnson! t's crucial that our CSMs can input timeline entries directly from this single location. We need to be able to fully tailor the available fields to their workflow. For us, 'Duration' is not relevant for this type of entry… It should be removed or made optional.

Absolutely agree. The ability to populate custom fields when logging emails via Gainsight Assist would be a game-changer for data hygiene and reporting accuracy. This would save manual effort and ensure consistency across touchpoints. The team needs to prioritise this feature enhancement ASAP. 

​@danny_hallgren ​@revathimenon 

We have the same use case, CSMs are required to add in sentiment but cannot do this when they log an email to timeline. 

Thinking about a possible workaround, could we have different activity types for the type of sentiment and then run a rule that updates the sentiment? For example, Negative Email Sentiment, Positive Email Sentiment, Neutral Email Sentiment? I am hesitant because I wouldn’t want to really add three more types of emails but could this in theory work? 

I highly recommend that this be a priority and be added to the roadmap. 

Agree with many of the others. Additional fields from Timeline into the Outlook Assist would save considerable time for the CSMs. We need to log not just the activity type, but we have 'sub’ fields as well, which are really necessary in understanding where our CSMs are spending our time so we require them. But that means CSMs can't rely exclusively on the Outlook plugin. They still have to go in and modify every single entry.