Automatically Log All Emails to Timeline

Agreed. Competitors give users the option to sync their Outlook or Gmail account with the platform. When an email is sent or received, it is automatically logged to the Timeline, removing the need for manual logging.

With HubSpot, you can choose to have all emails logged/ tracked by default and this feature is super useful as it reduces the chances of CSMs forgetting to manually tick the box every time to log an email. It is much easier to remember to untick an email if it doesn’t need to be tracked, or go back and delete a tracked/ logged email than to have missed logging important emails. 

If the worry with automatically logging all emails is that it will clog up the Timeline, HubSpot has some options that lets you filter out certain criteria, i.e. “do not log internal emails or do not log emails with xxx domain” to reduce noise. 

It would be good if Gainsight would release a similar feature. 

It is a common pain point that CSMs are forgetting to log their emails. 

Thank you. 

Hi team, we’re also receiving this feedback from our CSMs. It is often the case that they forget to press Log in Timeline. It would be useful to grant users the ability to log all emails if desired.

I like your idea of leaving it up to the admin in the org settings, whether to enable automatic logging or not. My understanding is that Gainsight’s philosophy is that it’s ideal for the CSM to be manually curating what should be logged to the timeline and what shouldn’t, but I question whether that’s always a realistic expectation especially for CSMs with large books of business.

We have spent the last 30 days rolling out and enabling our teams on Gainsight. One of the top questions I am fielding is whether or not we can auto-log emails in Gainsight Assist. This is definitely a realistic expectation and would enhance team efficiency. Would love to see an Admin global option available for the org. 

Upvoting this one as it is very important for our Teams. There is a specific use case where a CSM can be on vacation and another is “allocated” to watch for the account. In case a Customer replies to previous emails, they loose that visibility for these cases - this can include important topics being discussed.

The other thing is that using this extension is even more manual because threading doesn’t happen, so all emails needs to be logged one by one. 

It’s understandable that this could “clog” the Timeline, but for that, the integration could support syncing only specific labels for example. 

Upvoting this one for the reasons mentioned above. I also cannot conceive how a pooled CS team could operate from Gainsight and manage inbound customer requests without the email interactions being added to the timeline automatically.

Also, not sure if this is related or a separate request but threading would be very important.

Yes, this is greatly needed. We want Gainsight to be the one-stop shop for customer interactions, but that’s just not realistic if it requires our teams to remember to click the button for every email.