Hey Team!
I’d like to ask how your Teams currently handle emails in Gainsight. For instance, is there a need to log every email in Gainsight for tracking / visibility? Or Email Assist is enough to perhaps log most important emails only for instance?
Use case:
For us, it is important to achieve a full automated sync, so syncing all emails and threads to Gainsight, mainly for visibility of Management Team or when a CSM goes on PTO - perhaps there is another CSM taking care of the account and it is important to monitor Customer replies (expansion, churn cases, etc.). It would also help keep track of documents shared between the CSM and Customer.
Proposal / request:
This is one of many use cases we have and I can understand that this is a big request and can pose some immediate issues, such as cluttering the Timeline, etc. The idea would be to maybe either be able to sync only emails from a certain email folder or maybe only from contacts available in Gainsight if the User connects their mailbox.
Wanted to leave this “raw” idea, but also wanted to maybe ask for feedback of how you’d overcome this kind of scenario.
Thanks!