We would like to request the ability for users to selectively contribute customer-related emails to Staircase instead of enabling full mailbox ingestion.
Today, email ingestion is an all-or-nothing configuration at the individual mailbox level. For executive leadership, Legal, and HR users, this presents a challenge because their mailboxes often contain highly confidential or sensitive communications that should not be ingested. As a result, organizations must exclude these users entirely, causing valuable customer context to be lost.
A user-controlled method for submitting individual emails to Staircase would address this gap. Examples of potential approaches include:
- Forwarding a customer-related email to a designated Staircase email address.
- A "Send to Staircase" action or add-in within Outlook.
This capability would enable executives to capture important customer interactions without exposing their entire mailbox. Providing a secure, user-controlled way to submit individual emails would increase executive adoption, improve customer timelines, and allow organizations to balance privacy requirements with the need to preserve critical customer engagement history.