Resolve drafts in Gainsight Assist

Forum|Forum|4 years ago
October 6, 2021
20 replies
368 views

My CS team loves the new Company search function that pops up in Gainsight Assist to resolve emails that could be associated to multiple Companies.

It would be ideal if this functionality also popped up when Gainsight is unable to resolve the email to any Companies using the recipient email address and sends the email to Drafts. Right now, the team must then go into Gainsight, go to Global Timeline, and manually click through & resolve each email.

Extending the Company search functionality would allow the team to resolve the draft message directly in Gainsight Assist, instead of going through the extra steps in platform.

Cornelia

Contributor ⭐️⭐️⭐️⭐️⭐️

Hello @carolyndibuono, thank you for your post. Looping in our Product manager to look into this and get back to you.

C

chethana

Expert ⭐️

Hello @carolyndibuono

We have enhanced the platform with this above requested capability. Tu can now search for a company/relationship when logging an email. I am attaching screenshot for the reference.

https://support.gainsight.com/SFDC_Edition/Email_Assist/Chrome_Plug-in/Gainsight_Assist_Chrome_Plug-in_User_Guide#Chrome_Plug-in_Updates you can find more info here.

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carolyndibuonoAuthor

Contributor ⭐️⭐️⭐️⭐️

Hi there-

The search only pops up if Gainsight recognizes the email recipient because they are in the Company Person object.

I would like the search to pop up when there are no Company Person email addresses recognized in the email. This is when Gainsight will typically log the message directly to Drafts and they have to be resolved in the platform.

C

chethana

Expert ⭐️

Hello @carolyndibuono
This use case will be solved. We are building complete timeline experience in chrome plugin, it’s in our next roadmap.

carolyndibuonoAuthor

Contributor ⭐️⭐️⭐️⭐️

Hi @chethana any updates on this? Also, this post has not been implemented - is there any way we can change the status?

carolyndibuonoAuthor

Contributor ⭐️⭐️⭐️⭐️

@chethana checking in on this post again as this is still a huge need for our team. Can we also switch this post from the ‘Implemented’ status as this has not been implemented yet?

J

jacknach

Contributor ⭐️⭐️

Hello,
Could we please get an update on this? Over a year ago @chethana mentioned this would be solved. The status is listed as Implemented, which is untrue.

Not having this feature is preventing me from integrating Gainsight into my daily routine.

Thanks!

heather_hansen

VIP ⭐️⭐️⭐️⭐️⭐️

@anirbandutta can this be moved out of implemented?

+1 - our teams are heavy users of the plug in as well, and would love this option.