Automatically Log All Emails to Timeline

Was just having this conversation today and encouraging everyone on my team to upvote!

+2 for this as this has been a long-time request from our team.

I also +5 this related one “Auto-capture of Incoming Customer emails and email replies”. We’d like to better understand and capture the latest date of when a customer responds to our outreach or sends us an email as part of a customer engagement scorecard measure and the ability to be more proactive.

Any news on this? 

Any update?

Hello everyone, this feature is currently in the active discovery and requirements phase. It is one of the ‘Now’ items on our roadmap, and we will be addressing it promptly after the rollout of the AI Follow-Up for meetings.

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.