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carissa curtis
Contributor ⭐️⭐️⭐️
August 20, 2020
New Idea

Email Assist Attachment Limitation

Related products:CS Plugins
  • August 20, 2020
  • 16 replies
  • 363 views

Hello Gainsight Community,

 

I’m struggling a bit with the size limitation when using email assist. We’ve developed a CTA for New Client Setups and part of the playbook is sending the fully executed contract to our services team to arrange the customer setup and kickoff call. For this task I created an email template that auto populates 80% of the information the CSM sends to services (big win) however, the size limitation in email assist is making thing difficult. More than ½ our contracts are larger than 2M making the email template unusable. There are other instances where we may need to scrap the email assist due to this size limitation. Before doing so I wanted to check with the community on any workarounds or ideas...thanks!

    16 replies

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    vmoore
    Contributor ⭐️⭐️⭐️⭐️⭐️
    March 12, 2021

    We’re using the Outlook plug-in but have been advised that the attachment size limit includes social media icons. Is there a workaround for this?

    Erseburse
    Erseburse
    Contributor ⭐️⭐️⭐️⭐️
    March 15, 2021

    agree with @vmoore  - we are also having this limitation with social media icons and its impairing our ability to use this. FYI @chethana and @sai_ram 

    chethana
    Expert ⭐️
    March 16, 2021

    Hello @vmoore @Erseburse 
    Please help in understanding this bit more. Are you trying to log to timeline some emails which has these icons and due to attachment size limitation these icons are missed? 

    Erseburse
    Erseburse
    Contributor ⭐️⭐️⭐️⭐️
    March 16, 2021

    @chethana  - thank you for your response. Our email signatures inherintly have social media icons on them for others to click on and be brought to our websites. It appears that when we use Gainsight Outlook Assist to log an email with an attachment, the social icons count as an attachment. See below for what I mean- the only “real” attachment should be the one that says “Copy of Standard Status Log”

     

    This is common in organizations to have images as part of their signature, so Im sure this is happening to several of your customers. 

     

    Hope that helps!

     

     

      ChristineEgli
      Contributor ⭐️
      May 11, 2022

      I use Gainsight Assist and any time there is a document attached to my email, I get the “Exceeded the maximum character limit...” message and it fails to add anything to my timeline.   It would be such a big improvement if Gainsight could ignore the attachment and the error message and log the text and recipient information automatically in the timeline  Then the only manual step would be to add a link to the document in the timeline event.  Thanks for considering this.

      ssamarth
      Gainsight Employee ⭐️
      ssamarth
      Gainsight Employee ⭐️
      June 28, 2022

      Hi All

      Email attachment size has been increased to 20 MB with Email Assist 2.0 (NxT ).

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