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kgodisela
Gainsight Employee ⭐️
kgodisela
Gainsight Employee ⭐️
July 21, 2025
New Idea

AI Followup Activities Merge should consider Outlook Plugin sourced activities too

Related products:CS AI Followups
  • July 21, 2025
  • 1 reply
  • 34 views

Currently for AI Followup synched Timeline activities the Merge Logic doesnt consider the activities created through Outlook Plugin. Customer NICE CXone sync lot of activities through Outlook plugin, hence requesting to consider these activities for merge so that there are no multiple entries for same meeting.

CC: ​@marionmungcal 

    1 reply

    dayn.johnson
    dayn.johnson
    VIP ⭐️⭐️⭐️⭐️⭐️
    July 22, 2025

    Does the merge logic consider timeline activities created through the Chrome plugin for Gmail?

    If not, this should absolutely be implemented across all external email plugins. Our team does not use Outlook, but they are heavy users of the Gainsight for Gmail plugin, and capturing these timeline activities would be very beneficial.

    Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
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