Problem Statement
We recently enabled the Push Timelines to Gainsight capability from Staircase AI and have seen significant value in automatically capturing customer interactions as Timeline activities.
However, one key limitation is that email attachments are not included when emails are automatically pushed to Gainsight. In many cases, important customer documents such as presentations, reports, meeting notes, project plans, contracts, and supporting materials are attached to these emails and provide critical context for customer engagements.
Current Impact
Because attachments are not transferred automatically:
- CSMs must manually download attachments from their email client.
- They then need to edit the Timeline activity and re-upload the files into Gainsight.
- This creates additional administrative work and reduces the efficiency gains provided by Auto Email Capture.
- There is also a risk that important attachments are missed, resulting in incomplete customer records.
Suggested Enhancement
Enhance Auto Email Capture / Push Timelines functionality to automatically include email attachments when creating Timeline activities in Gainsight.
Potential options could include:
- Automatically attaching supported file types to the Timeline activity.
- Providing an option to enable or disable attachment syncing.
- Applying configurable size limits to manage storage consumption.
- Displaying attachment links when direct file uploads are not feasible.
Business Value
- Reduces manual effort for CSMs and TAMs.
- Improves completeness and accuracy of customer records.
- Ensures critical customer documentation is preserved alongside related communications.
- Increases adoption and value of Auto Email Capture and Push Timelines capabilities.
- Provides a more seamless experience for customer-facing teams.
We would love to see attachment support included in a future roadmap release.
