Email Auto Log include distribution email addresses

Request

Enhance Auto Email Capture so that customer emails sent to or involving distribution lists, shared aliases, or group email addresses can be automatically logged to the appropriate Gainsight Timeline.

Business Use Case

We frequently have multiple members of our team working with different departments or stakeholders within the same customer account. To simplify communication, we create customer-facing distribution email addresses that include the relevant members of our team.

For example, instead of asking a customer to remember and include three to five individual email addresses, they can email a single group address. This also helps maintain continuity when someone is out of office and ensures customer communications are visible to the broader account team.

We recently discovered that emails sent through these distribution addresses are not captured by Auto Email Capture, which creates gaps in the customer history within Gainsight.

Current Behavior

According to Gainsight Support:

Auto Email Capture does not currently support emails sent to distribution lists or shared inboxes. It requires a named internal user rather than a group alias in order to associate the email with an account.

The current alternatives are to:

1. Manually log the email using Gainsight Assist.

2. Forward or BCC the email to the Email-to-Timeline address.

Both approaches require additional manual steps and reduce the value of having automated email capture.

Desired Behavior

Ideally, Auto Email Capture would recognize and log emails involving approved distribution or group email addresses just as it does individual user addresses.

One possible approach could be allowing a distribution address that exists as a Person/Company Person record in Gainsight to be recognized for Auto Email Capture.

However, the specific implementation is less important than the outcome: customer email communications should be captured in Gainsight regardless of whether the internal recipient is an individual employee or a company-managed distribution/group email address.

Business Impact

Supporting distribution addresses would:

• Provide a more complete customer communication history in Timeline.

• Reduce manual email logging.

• Improve visibility across account teams.

• Prevent communication gaps when team members are out of office.

• Better support organizations where multiple people collaborate on the same customer account.