Glad to see this in the discovery phase! 

Due to acquisitions, I recently got the unique experience of using 4 success platforms simultaneously and I was really surprised that Gainsight was the only platform to not offer this feature. 

As AI usage grows, it will be more important than ever to have as many data points as possible to identify risk, sentiment and more. 

Additionally, in the other platforms, CSMs were able to see all comms that a customer received that they may not have had visibility into otherwise. Eg; Messages from sales, support, marketing, company comms, etc.

I could not agree with you more ​@ChristyCS.

GS Team, we would love to see this feature rolled out at the earliest, as our CSMs hate spending time on such mundane tasks which could be automated.

The point about AI is crucial ​@ChristyCS .   Especially as agentic AI comes into play at more and more companies. I would think GS would be considering this missed opportunity given the acquisition of Staircase AI and wanting to make the most of that in terms of impact to client base. 

I had us using CloudHQ Auto BCC as it was free and just did the simple thing we need - automatically copying to timeline (via the GS BCC to Timeline link). However, CloudHQ is now charging for this. While it’s generally cheap, for how much we spend on Gainsight, it does seem this should be included. Very interesting to know that all the other platforms do this… would just make sense to have everything. 

Anyone else found alternative ways to do this? I tried playing with Google Apps Script but that doesn’t seem to be an option given there’s no way to guarantee the script runs every time, every email. etc. Would love to hear if anyone has tried something creative that is a working alternative.

We acquired two companies who had Planhat and Catalyst respectively. They were used to an automatic email ingestion feature on both of those platforms, and both also threaded the emails so their version of timeline didn’t get cluttered up. They are all very eager to see this feature in Gainsight as well. Need to be sure that it’s both automated, and clean… The current resolution for drafts is probably too hidden for our users, we need some louder alert when an email needs to be assigned to a company

This is an essential feature that would significantly enhance the value and usability of Gainsight for Customer Success Managers (CSMs). The ability to automatically log all external emails to the timeline would directly address a major pain point and prevent the loss of critical communication data.

Manually logging emails is a tedious and error-prone process. Requiring CSMs to remember to check a box for every single email adds unnecessary friction to their workflow. Automating this process would not only save time but also ensure that the customer timeline is a complete and accurate source of truth for all interactions. The proposed approach of making this an optional administrative setting is a perfect solution, as it allows organizations to decide what works best for them.

Many competing platforms already offer similar functionality, and adding this feature would help Gainsight maintain its competitive edge. I strongly support this request and am pleased to see it's on the roadmap. I hope it can be prioritized for implementation soon.

I wanted to stress how important "Automatically Log All Emails to Timeline" would be for our workflow. If this feature had been available, it would have saved me personally over 1,000 hours of manual work, and it's the #1 request from our entire Customer Success team.

This isn’t just a nice-to-have — it’s a critical efficiency gap. Without it, we’re spending countless hours manually logging communications, which slows down client response times and reduces the completeness of our customer records.

Given its impact across multiple teams, I’d strongly encourage prioritizing this in your product roadmap. It would deliver an immediate and measurable improvement in both productivity and adoption.

Happy to share examples of the pain points we face daily if it’s helpful for scoping.

Thanks for considering this — it would be a game changer for us.

This feature would be a huge time-saver for CSMs. Relying on manual logging or checking a box often leads to gaps in the Timeline, especially when someone forgets or is in a rush. Automatically logging all inbound/outbound emails would ensure consistent visibility into customer communication without requiring extra effort.

It would also be great to have:

• Bulk enablement for users

• A dashboard showing email log success/failure

• Smarter context resolution to avoid draft logs

This would make the Timeline far more reliable and reduce manual cleanup. Strongly support this!

This would be a game changer for my team and vastly improve the amount of daily admin work we are held to. 

Hey all - I agree with the above. It is pretty frustrating that the email logging feature in Gainsight doesn’t happen automatically—requiring a manual click each time to add an email to the timeline—and when it does sync, the timing is often slow or inconsistent. There are frequent complaints that even with the checkbox selected, emails don’t reliably sync at all or arrive significantly delayed, disrupting workflow. The current experience is super clunky and error‑prone, forcing repeated manual effort - then it looks like we sent emails at a later date. As mentioned before, a default “always‑on” auto‑log mode so that messages are captured seamlessly without extra steps would be a great update. A stronger, more dependable sync mechanism would improve confidence and save time for teams using the tool.

As a Gmail user, within the Gmail plug-in today, it’s time-consuming and cumbersome to have to manually select which customer account/contact the email should be logged to. I find that sometimes the Gmail plug-in is slow, so I’m having to wait for the correct account to load before being able to select the account/contact to log to. It’s also time-consuming having to follow the same process to manually log each received email. Implementing this feature would save me a ton of time!

I can’t believe how long this issue/opportunity has gone without being corrected — you guys seem to be on a mission to make the worst email tracking workflow in the industry… and I gotta say congrats because you are absolutely winning!

Here are 4 reasons why Gainsight needs to change this functionality:

1. The Pain Is Real

• Right now, CSMs have to manually select the "Log to Timeline" checkbox on every message, or hunt down old emails to manually link threads. That’s tedious, inconsistent, and inevitably leads to missing critical customer history.

• Multiple forum threads back this up—people have been asking for this since forever: “make the Log‑to‑Timeline checkbox auto‑check” 

2. Why It's a Missed Business Opportunity

• We lose visibility into customer engagement when emails go un‑tracked. That hurts forecasting, churn risk analysis, playbook automation, and executive reporting.

• Current workaround: CSMs must either rely on memory, or dive into Gmail/Outlook Sent Items to manually push emails — which is inefficient and error‑prone communities.gainsight.com.

3. It’s Time to Evolve

• Auto-check “Log to Timeline” by default for both incoming and outgoing emails—period. No toggling, no hunting.

• Allow admin configuration: some orgs might want an override checkbox per user/account.

• Support full threading: when a reply comes in to a tracked conversation, it should automatically append to the correct Timeline thread.

• Include inbound/outbound across Gmail/Outlook without requiring manual association of company or contact.

4. Urgency + Priority = ROI

• This isn’t a “nice to have”—it’s table stakes:

  • It cuts setup friction,

  • It removes mental overhead from CSMs,

  • It ensures reliable activity logging, improving data accuracy in GS.

• In 2025, most CRM/email productivity tools already do this for free. Gainsight is falling behind and there’s no reason for us to stick it out when other tools do this natively.

My Ask(s) to the Gainsight Product/Leadership team:

• Please elevate this to a top product backlog priority.

• Draft a simple admin toggle: Auto‑log to Timeline for all emails.

This would be an amazing time saver! Currently I have to physically type in the name of the account in order to have the email track to the correct place in Gainsight. Even with this effort - it can still track to the incorrect account.

Part of our evaluation as a CSM is confirming that we are reaching out to customers when we say we are - so for that tracking to not be 100% correct at all times and fast/easy to complete - is very concerning for both ICs and leadership.  

This is essential. Please prioritize this!

Thanks everyone for re-surfacing the topic and sharing your thoughts and requests for this feature. I would like to share that this feature is on our ‘Now’ roadmap items and we are already working towards a solution. We do not have an estimated date yet but we are considering this as priority feature in CS.
I will share updates as and when we make progress towards delivery. 

Any automation in this space would be really helpful to reduce the administrative load on the CSMs when logging emails to Gainsight. It would also drive the future uses of AI that is referencing the timeline to build a summary of the account. 

​@Carol_Keyes with two fantastic points!

1. Giving admins the ability to determine whether to default opt-in (autolog all emails to timeline) and either:
   • Allow CSMs to exclude an email from timeline if needed
   • Disable option for CSMs to exclude individual emails from the timeline
2. More emails in timeline = more data in timeline = more data for AI = better AI background knowledge = better answers when CSMs query AI.

Very valid points ​@Carol_Keyes and ​@dayn.johnson , we are on it and considering your feedback on this. Thanks. 

Hello All, We have started some development work on this, but I want to share that there are multiple pieces we are bringing together apart from just logging emails to improve the experience. With auto logging of emails, we want to provision to bring the From, To, CC metadata of email into Timeline and also enable Grouping and Threading of emails. Without these, Timeline will become very difficult to manage.

Awesome to hear that this is in development!

Curious – would the dev work required for this (Grouping, Threading) be related to threading JO emails? (ex: idea below)

Basing this question on the logic that the only stupid question is the one you don’t ask – and that if you don’t ask for something, you’ll never get it. 

Staircase has this functionality… can’t we just use that logic and build it into GS CS?

​@dayn.johnson JO emails will not be supported as part of the development of this feature. As JO emails ideally do not exist within the the Timeline objects. This will have to be a separate feature.

​@leahmiro We will be leveraging the Staircase Technology and syncing emails from authorized user mailboxes into Timeline. This will be made available to all CS users. For CS + Staircase users, they will have a checkbox to push the emails from Staircase to Timeline

Thanks ​@ChiragJ! Was worth a shot. It’d be super useful. 

​@ChiragJ  - Is there a targeted quarter for the release of this capability?