Auto Unfollow Notification Settings

Hello @gunjanm, thanks for your post and feedback, will have our Product Manager look into your feedback and circle back to you on this.

Hello @gunjanm 

I agree, this wehave in our roadmap. I will update once we fix this.

Hello All, 
This is in our near term roadmap, we will keep you posted about updates.

@chethana thank you - I am now at a new company and facing the same issue and request from several CSMs. Do we have an idea of timeline? What is “near term”? If there is any opportunity to beta test, we would love to do it. 

@gopal_rao_kallepu would you be able to share something on this item?

How about a way to view a list of “Follows” for each User?

And a way to manage the “Follows” list both for Admins and Users?

Agree with Ben’s comment. It’s challenging to even see who you’re following and unfollow. So any way we can see that as a whole would be awesome. 

This would be great to have! I’m so happy its in the planned status.

Has anybody verified with their users that the auto-follow is working as expected? I have a ticket open and Support has advised the following:

As per current functionality, it doesn't automatically update the auto-subscription(Following) flag for the updated/newly added CSM to the company. Admins have to manually re-save the Notifications Settings from the Administration tab, so that, the backend process will pick the latest data and update the Auto-subscriptions accordingly.

They are suggesting that auto-follow is only applied when you remove/add/save the settings in the instance-level Notification Settings (e.g. https://xxxxx.gainsightcloud.com/v1/ui/notificationsettings#/) and not when the Company :: CSM field is updated

I would definitely like mass/auto-unfollow to work but it’s even more important for auto-follow to actually be ‘auto’

What does “planned” mean? When is this feature going to be live? 

@Dheepak G to put this on your radar.

@Dheepak G any feedback here?

We are going through account reassignment exercise for the new year, and this is coming up as a issue for all our CSM Team that uses CTA notifications- they continue receiving notifications for accounts they no longer manage.  Seems like we should be able to see what you follow/ unfollowing, and bulk updating/ automation- I don’t see our CSM team getting around this any other way.

Any update when this is happening?

@ssamarth Any update on this? 

@Elana Cipin Will definitely update  when this item is picked up in roadmap. No update at this stage.

Any update on this? Going through our annual account reshuffling, and this once again is coming up as a pain point.

I would also like to know the status of this as my org is facing some similar issues as described by Elana today. Not being able to mass-unfollow companies is causing so much extra work that would be better spent doing just about anything else.

Hey Gainsight Communities!

I also wanted to chime in as a Gainster on behalf of a customer. This is a priority for the customer because they use Company Teams, and this allows them to unassign a CSM from an account, completely removing access for that CSM (including C360, complete data restriction). 

The problem comes in when the CSM had been subscribed (+Follow) to the Company and later was unassign from the Company. 

When this happens, the CSM is still receiving updates for that Company even though they have been unassigned. They can’t even access the C360 to Unfollow from updates to this company.

As a workaround, the admin had to temporarily give that User back access to the Company, then log in as the User and unfollow the Company. 

The customer is also concerned that the former CSM is getting information that they shouldn’t have, which is why we would like this prioritized.

Thank you,

​@ebell I understand the frustration. There’s no specific update at this time, but we plan to evaluate this in the second half of the year

Hi everyone,

Thank you for all the feedback and patience on this thread. We're evaluating this area and would love your input on a few specific scenarios before we finalise our approach:

Q1 — Handling existing stale follows If we were to automatically clean up follows where the user is no longer assigned to that account  would you want that to cover only follows that were originally set via auto-subscribe, or all stale follows including ones users set manually? Would a blanket cleanup cause any unintended side effects in your org?

Q2 — Auto-follow when added to a Company Team Beyond role-based lookup fields (e.g. CSM on a Company), would it be useful if a user automatically followed a company when they were added to its Company Team  and unfollowed when removed?

Q3 — User-level follow management If admins get the ability to view and mass-unfollow on behalf of users  do you still see a need for individual users to have their own view of all companies they follow, with the ability to unfollow themselves? Or does admin control cover the need sufficiently?

Q4 — Reporting on follow/subscription data Would it be really useful to have the User Subscription data (who follows which company) exposed as a reportable object in Gainsight — so you can build reports . What would you use it for if admins get a separate capability to do bulk unfollow.

Q5 — Rules Engine for follow management Given that auto-follow and auto-unfollow based on lookup fields would handle most assignment-driven scenarios — do you see a need to trigger follow/unfollow actions via Rules Engine as well? If yes, what use case would that cover that the lookup-field config wouldn't?

Would love to hear how these scenarios map to your day-to-day. The more specific you can be, the more it helps us prioritise.

We use a combination of Company Teams/Relationship Teams for our team assignments. So Q3 is most relevant approach for auto follow and unfollow along with user level filters within the Company/Relationship Teams giving us flexibility to auto subscribe specific personas. 

For LT and Mngrs personas Q4 option that suggests reporting with inline edit would be handy manage their subscriptions and could extend to other personas as well.

Q5 option is also a great extension to handle any anomalies in case of reassignments that falls through the cracks or periodic bulk updates