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Hi all

We have (all have) the challenge of not being able to tell if an email was inbound or outbound when we log it to timeline (via Gainsight Assist or BCC to Timeline). 

We’re deep into the development of an engagement score and we cannot consider that an email on its own is a meaningful touch, especially as we cannot tell - without looking at it - if it’s inbound or outbound. And populating internal and external attendees isn’t helpful in that sense.

 

It’s be great if Gainsight Assist would support logging persons/users in the following fields:

  • FROM:
  • TO: 
  • CC:

In parallel to internal / external to reflect exactly the reality of the email that was sent or received. 

Or any other approach that would allow us to tell WHERE the external attendees are (from or to/CC)? After all, not trying to solution this. 

 

This also applies outside of Gainsight Assist, to any feature which would allow auto-logging emails to Timeline ​@ChiragJ : Automatically Log All Emails to Timeline | Gainsight Community

We really need to be able to differentiate inbound from outbound, and manually setting a boolean or similar for this would be yet another 30 seconds or so for each email which isn’t sustainable. 

… we cannot consider that an email on its own is a meaningful touch, especially as we cannot tell - without looking at it - if it’s inbound or outbound. And populating internal and external attendees isn’t helpful in that sense.

It’s be great if Gainsight Assist would support logging persons/users in the following fields:

  • FROM:
  • TO: 
  • CC:

In parallel to internal / external to reflect exactly the reality of the email that was sent or received. 

Or any other approach that would allow us to tell WHERE the external attendees are (from or to/CC)? 

This would give us a fantastic bulletpoint in educating our end users on why they should use Gainsight Assist (and other Gainsight email options) instead of other external systems.

We need to have this information available in Timeline.

​@alizee We are already in development for introducing the From,To,CC fields in the Timeline object. This is already consider for the Auto Email Capture feature we are developing. For emails auto synced from user’s mailbox,  From, To, CC fields will be captured by default. Admins can add this to the Email and other activity type layouts. 
Following that we would introduce it to be supported in Gainsight Assist CC: ​@Ritika Jindal 

​@ChiragJ Thanks, that’s excellent news. Can you share some insight into whether we’ll still be able to differentiate between internal/external? Theoretically internals shouldn’t be persons so that should help, but eh ;). 

Absolutely ​@alizee , we are keeping the internal and external participants intact and not taking that away. The layout will be governed by Admin and by default we do not change anything. 

​@ChiragJ Great, that sounds exciting 👌

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