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johntrask_bt
johntrask_bt
Helper ⭐️
July 10, 2019
New Idea

Log Customer Emails as Timeline Activities

  • July 10, 2019
  • 7 replies
  • 175 views
Hello,

I understand that there is a maximum character limit of 33000 for this feature. Would it be possible to either expand that limit (maybe make it configurable per ENV?) or just truncate off the extra when you hit that limit?

      7 replies

      katie_b
      katie_b
      Helper ⭐️
      July 10, 2019
      I would vote for truncating anything past 33,000 characters and still posting the rest. We've seen this usually only happens with long email chains with dialogue back and forth....much of which was probably captured in an earlier BCC and doesn't really need to be included anyway.

      Katie Baker
        sai_ram
        sai_ram
        Expert ⭐️⭐️
        November 19, 2019

        Hi All, Thanks for posting it here, make sense. We have it on our road-map, I will update you here once we consider this request for release. 

          jeremy_casupanan
          jeremy_casupanan
          Contributor ⭐️
          November 6, 2020

          Hi All, any further status on this? I really like John’s idea above to automatically truncate the email if it surpasses 33K characters. Thank you.

          Jeremy
            parimala_agnihotri
            Helper ⭐️
            January 29, 2021

            I agree that the logging should automatically truncate and still log the partial message to the timeline. Our CSMs are struggling lately with having to do manual overhead of logging emails that do not get logged due to character limit. Any update on the roadmap on this @sai_ram 

              Shanetti
              Shanetti
              Contributor ⭐️⭐️
              February 3, 2021

              Hi! Our company would greatly appreciate this feature to be added. Our CSMs are getting fairly frustrated w/ logging emails, getting bounce back rejections, having to guess what 33,000 characters actually look like in an email thread to delete, realizing once or twice that you didn’t remove enough characters because you’re trying to keep the content of your email intact through guesswork...you get the idea.  Ultimately, this process isn’t valuable and detracts users from doing the simplest of tasks - logging emails. Updates would be lovely! :) 

                nitisha_rathi
                nitisha_rathi
                Expert ⭐️⭐️
                February 5, 2021

                @Shanetti I understand your concerns. We will fix it.

                  dan_kenner
                  Contributor ⭐️⭐️⭐️
                  September 8, 2022

                  Are there any updates for this? Our CSMs work in the healthcare space, so email strings tend to get very lengthy. We are hitting this limit almost daily and would love if there was a better solution to the character maxmimum

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