Replace the Log to Timeline box at the bottom of Compose Email

Feedback from one of our CSMs.

Every time I reply to an email or start a new one, Gainsight assist pops up and I have to close it each time

Our CSMs find this much more painful to use than the previous set up. The update seems to have solved an issue that mostly didn’t exist.

Our CSMs would like this feature to be reverted or streamlined:

It's driving me crazy. Like who thought a big intrusive window is certainly, definitely, much better than a tiny beautiful little checkbox?

We’ve gotten more negative feedback from our CSMs on this. Is there any way Gainsight can prioritize reverting this feature back to what it was before? Our teams are logging emails to Gainsight all day so this is a rather large issue. 

We have received nothing but negative feedback on the changes made recently, which seem to have solved issues that were non existent.

I like the additional functionality but it seems like the vast majority of use cases for the log to timeline just needed the default setting based on using the email address to look up Company and logging as an Email activity. It would preferred to allow for optional customization within the plugin setting that the user can toggle but is configured by default to use the lookup based on email and log as Email.

Also receiving frustrated feedback that the “G” Gainsight icon in the extension can block text in the email compose window and cannot be repositioned, even when opening the fly out menu for the activity logging portion. 

It’s a small thing, but these types of things add up and contribute toward CSM frustration and burn out on using the extension at all. When you try to use it, you sometimes have to jump through hoops that you wouldn’t have to in your native Gmail/Outlook experience. 

Hi all,

I am part of the product team working on it.

We have fixed the side pane automatically popping out every time we compose a mail.Its already released in production.

We are also working on the feedback that G icon is overlapping with the email text. We are working on reducing the clicks. We are also working on reducing width of side pane as well.

For already sent mails, there will still be 2 steps: Click on log to gainsight and click on log activity. In future we will bring admin configuration to manage this along with capability to add more fields in plugins. 

For logging an email while still in compose window, we are working around bringing back the log to timeline checkbox below compose window as well for users who don’t want to open the side pane.

We have a few designs ready and I would be happy to get your feedback on those. 

We have VCAMs planned to get your feedback .  Link to register.

Additionally, if you would like to connect directly please feel free to write a mail to rjindal@gainsight.com

Hello all,

We sincerely apologise for the inconvenience caused by our recent changes in GS Assist plugins which may have affected your workflows.

We value your feedback and are actively working on improvements.

To address your concerns, for now, we’ve introduced a tenant level feature flag which when disabled can revert back to the previous functionality. 

As of now, it can not be configured by admin and you will have to reach out to support, create a ticket to get it disabled.

Hi Community! We need your feedback via a Virtual Customer Advisory Meeting with our Product Management team.

What is the VCAM about?

• We’ve received multiple requests to display mandatory fields associated with an activity type in GS Assist plugins. Based on this feedback, we’ve created a few design iterations and want to gather input from CSMs and admins.
• Restricting  logging emails to timeline unless mandatory fields are filled

What is the Agenda of the VCAM? 

• To present and discuss design options for displaying mandatory fields in GS Assist plugins.
• Making company/relationship dropdown mandatory
• Removing the capability to send outbound emails to global timeline draft

What is the outcome you are looking for as part of this VCAM?

We aim to:

• Share design iterations with participants.
• Gather feedback on the proposed designs.
• Resolve open questions and finalize the design that best aligns with the needs of admins and CSMs.

When is this happening?

• Tuesday  10th December  2024  -  11:00  AM ET / 8:00 AM PT/ 09:30 PM IST
• Thursday  12th December  2024  -  11:00  AM ET / 8:00 AM PT/ 09:30 PM IST

Who is the right person to enroll for the VCAM?

• Admins who have enabled GS Assist for their CSMs
• CSMs who actively use GS Assist plugins.

What should you do?

• Please register for the roundtable to the slots provided using this form. We will reply with a calendar invitation. If you cannot use Google Forms due to company restrictions you can email productops@gainisght.com to sign up.