Hi all,
Looking to request a further enhancement to the released feature:
Looking over the Help Docs for this feature (https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/AI_Follow-Up_Admin_Guide#For_CS_and_Staircase_AI_Customers), it looks like it cannot fulfil our exact requirements.
Scenario: Currently we log ALL of the organisation's emails into Staircase and determine which users can see the detail of all the comms by setting the roles correctly (i.e., User, Manager, or Admin). A User for example can see details of time, subject, recipients, sentiment and lifecycle tags for all emails, but cannot see the email body. That way if a significant event is tiggered (e.g., Extremely Negative Message), they can see who the email was sent to and reach out for more detials and offer assistance, but still retain privacy.
Issue: It seems that the only way to determine what emails are synced to Timeline from Staircase is by using AD groups. We still want ALL emails logged in Staircase, but I don’t see a way to specify a subset of users (e.g., CSMs only) and have only their emails synced to Timeline. As Gainsight doesn’t have a similar comms visibility setting as Staircase, users would be able to see the body text of ALL comms on Timeline and we definitely don't want that!
Proposed Solution: If Gainsight can have settings on its end to be able to specify on the UI which users emails can be synced to Timeline from ST (e.g., CSMs) then this will be a good baseline option. Alternatively, having a similar permission setting as Staircase so all comms can be added to Timeline, but seeing the body text depends on a user permission would also work.