Hi there -
We gave AI follow up access to Microsoft Teams for full license users only in our org. However, we recently noticed there were a few dozen AI follow up-generated Timeline activities where the author is an internal collaborator. In one of the examples, the sole internal attendee was an internal collaborator who obviously never uses Gainsight. However, there was a full user on the calendar invite, although he obviously did not own the meeting nor did he attend.
Our initial understanding was that AI Follow up would not generate an activity in this scenario, but support is saying this is expected, and their docs seem to back that up. Regardless, why would this be expected behavior? I would think with GDPR and other privacy- and security-related considerations, Gainsight would want to err on the side of caution when it comes to having AI Follow Up post activities, whereas it seems the opposite approach is being taken - i.e. when in doubt, post the activity. I’d like to understand the justification for this and also propose that Gainsight re-think this policy. A good start would be if the owner of the invite does not have a Gainsight license and does not have AI Follow Up permissions (or whatever the right term is), then AI Follow Up should not post the activity.
Thanks for your consideration.