Logging emails by bcc in Timeline

Related products:CS Timeline & Activity Tracking

Forum|Forum|9 years ago
November 30, 2016
67 replies
1060 views

For the Email logging, it looks like the only option right now to copy and paste in an email that's already been sent (ie. from Gmail). It would be nice if there a way to actually cc or bcc Gainsight to create that email log, like we can to Salesforce. It would also be nice if these were created automatically from email assist CTAs or other outreaches sent from GS.

journey orchestrator

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brittany

Contributor ⭐️⭐️⭐️⭐️⭐️

Karl- First off, great meeting you at Pulse!

I think there are many ways this could go based on the above conversations. I would rank them as follows:
#1: Integrations either directly with the email provider or with other services such as Cirrus (which we use) that integrate between Gmail (and possibly other providers) and SFDC to automatically tie email addresses to contacts/accounts and store inbound and outbound emails to the activity history. Another great thing here is Cirrus's integration with SFDC email templates. Would be awesome to incorporate the use of Gainsight templates here too.
#2: Sending emails directly from Timeline like Email Assist from the CTA's, but this is limited because no inbound emails would be accounted for and same goes for replying to an inbound email. The CSM's would have to switch from email provider to Timeline to have their response logged to Timeline and it would not include the thread they are replying to unless they are copying and pasting it into timeline which is what this whole community post is trying to avoid.
#3: The bcc option (least preferable because it doesn't encourage the CSM to live in Gainsight as much as possible, in my opinion, and has the same limitations as above)

That's my two cents 🙂

karl_rumelhart

Expert ⭐️

Really good input, Brittany. [And ***awesome*** seeing you in person at Pulse, too!] As a followup on your #1: there are two potential integration paths with an email provider. Either we could get access on a per-user basis or we could ask for access via an admin interface. The advantage of the later is that we could potentially access emails that were exchanged with a customer but not by someone who is using the integration themselves. There are advantages and disadvantages to each -- do you have a point of view on it?

As long as we are thinking big, here is a somewhat different question: in principle, if we do a per-user email integration, it would be possible to actually show a user their inbound emails within Gainsight -- basically embed an email client. Cool idea or not so much?

brittany

Contributor ⭐️⭐️⭐️⭐️⭐️

Hi Karl,

Re: the first question- currently, Cirrus stores all emails as it is admin level access. It all goes directly to activity history so there can be a lot of noise there, but it also gives the whole picture of all interactions.

Re: Embedded email client- I am all in favor of streamlining as much as possible so that the CSM's can live as close to solely in Gainsight as possible. So I see major benefit here, but at the same time they will still need to be sending internal emails, etc so they will still need to be living in their email provider as well.

Not sure. If anyof that was helpful.

Another thought but only partially related: are nps/survey responses on the roadmap to be added to to timeline? A post that would say X User took X Survey with a link to their response and if it was an nps question maybe X User took X Survey and responded #.

karl_rumelhart

Expert ⭐️

Thanks for the input. I agree that Survey responses would make sense in Timeline. I don't have an ETA but will look at it.

christopher_park

Contributor ⭐️

+1 to this feature request. This came up in our training today. Would help reduce work.

kevin_lunn

Contributor ⭐️

+1 to this feature request as well. At the bare minimum a bcc functionality where each C360 account had a unique email address would be much appreciated.