GS Assist Gmail Plugin - activity date/time matches email metadata instead of date/time of email being logged

Related products:CS Timeline & Activity Tracking

Forum|Forum|4 years ago
November 18, 2021
29 replies
497 views

Using the GS Assist Gmail Plug-in, when logging an email thread, or a received inbound email from a customer (not when logging from the Compose window), the Activity Date/Time that syncs back to GS Timeline is the date/time the email was logged, not the date/time the email was received. Meaning, that if a customer emailed me on November 10, and I was out of office that day, so I logged it to timeline on November 11 when I was back in office, the activity date/time for the email activity in timeline would show as November 11.

My request is for the date/time on the activity logged in Gainsight match the email metadata of when the email was received.

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anirbandutta

Expert ⭐️

The following idea has been merged into this idea:

All the votes have been transferred into this idea.

It's an opportunity for engagement

anirbandutta

Expert ⭐️

The following idea has been merged into this idea:

All the votes have been transferred into this idea.

It's an opportunity for engagement

anitat

Contributor ⭐️⭐️⭐️

This just came up for my team as well. After implementing last month, CSMs are trying to log important emails from the recent past and are running into this issue. Would love to see this update so that the chronological nature of the timeline is preserved.

jrich

Contributor ⭐️⭐️⭐️⭐️

This came up on my team as well today. We need to be able to use the email date/time as the activity date for users to be able to catch up with past emails. It impacts our engagement scoring processes.

S

sainyam_sandhu

Contributor ⭐️⭐️⭐️

This one has come up from our CSM team. They’d like to build conversation history in a chronological order in Gainsight based on original email timestamp. Can we consider this enhancement?

jordan_cook

Contributor ⭐️⭐️⭐️⭐️⭐️

This one has come up from members of my team as well (we use the Outlook plugin).

I’m not sure why it behaves the way it currently does, it just doesn’t make sense to me. Activity Timeline has two dates in play here. Created Date & Activity Date. To me, the Created Date should capture the date/time when the email is logged, and the Activity Date should capture the date/time the email was sent/received from the email metadata.

romihache

VIP ⭐️⭐️⭐️⭐️⭐️

I’m not sure why it behaves the way it currently does, it just doesn’t make sense to me. Activity Timeline has two dates in play here. Created Date & Activity Date. To me, the Created Date should capture the date/time when the email is logged, and the Activity Date should capture the date/time the email was sent/received from the email metadata.

👆 This comment hits the nail on the head

Continuous improvement is better than delayed perfection