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JKucek
Gainsight Employee ⭐️
JKucek
Gainsight Employee ⭐️
January 25, 2023
New Idea

Complete Timeline Experience in Outlook Add-In

Related products:CS Other Features
  • January 25, 2023
  • 6 replies
  • 126 views

NICE CXone, formerly inContact, has been asking about a Complete Timeline Experience for the Gainsight Assist Outlook Add-In when using the “Log to Timeline” feature to be able to include additionally fields / drop downs configured within Timeline in their instance. More specifically, when a CSM logs a Timeline Activity within their instance they can select the “duration” as a drop down and they would like to see the option to select the drop down “duration” when using the Gainsight Assist Outlook Add-In  when selecting the “Log to Timeline” feature. 

    6 replies

    JKucek
    Gainsight Employee ⭐️
    JKucekAuthor
    Gainsight Employee ⭐️
    January 25, 2023

    @reggie_yu_gazmen FYI - Regarding the Complete Timeline Experience for Outlook Add-In “Log to Timeline” feature. 

    @Bhawya Would you mind corresponding with Reggie regarding this enhancement? 

      jordan_cook
      jordan_cook
      Contributor ⭐️⭐️⭐️⭐️⭐️
      June 11, 2024

      We would love to have the ability to customize which fields are present when we log a timeline activity from the Outlook Plugin. For example, a user has to log the email, login to Gainsight, find the activity, then adjust the customer sentiment. It would save so much time, and increase user adoption if users could log the customer sentiment while also logging the email.

      CristianaF
      CristianaF
      Contributor ⭐️⭐️⭐️
      April 2, 2025

      We're encountering a similar issue with the 'Log to Timeline' feature in the Outlook Add-In. We’ve marked certain fields as mandatory, but the Email Assist plugin won’t allow us to post emails to the timeline because these fields can’t be viewed or filled in within the plugin. It would be helpful if the plugin could accommodate these mandatory fields to streamline the process.

      We may encounter many defeats, but we must not be defeated.
      marionmungcal
      Contributor ⭐️⭐️⭐️
      January 5, 2026

      @Bhawya Do you have an update on this please? Specifically the ability to add Session Type, Designation Type, and Milestone Type within GS Assist.

      cvandegenachte
      cvandegenachte
      Contributor ⭐️⭐️
      March 8, 2026

      Agree with this. Additional fields from Timeline into the Outlook Assist would save considerable time for the CSMs. We need to log not just the activity type, but we have 'sub’ fields as well, which are really necessary in understanding where our CSMs are spending our time so we require them. But that means CSMs can't rely exclusively on the Outlook plugin. They still have to go in and modify every single entry. 

        marionmungcal
        Contributor ⭐️⭐️⭐️
        July 9, 2026

        Any updates on this? We have new required fields we need to add to GS Assist to save us tons of time instead of going back searching for the entry and then making edits. ​@Bhawya 

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