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mattmarcsmith
mattmarcsmith
Helper ⭐️
January 20, 2026
New Idea

Timeline attachment behaviour change - Ignore inline signature images?

Related products:CS Timeline & Activity Tracking
  • January 20, 2026
  • 4 replies
  • 89 views

As per https://support.gainsight.com/gainsight_nxt/Timeline/02User_Guides/Log_Customer_Emails_as_Timeline_Activities#Reasons_for_the_Email_Attachments_are_Rejected, Timeline entries currently have a limit of five attachments per email. When using Gainsight Assist to log emails, it currently doesn't differentiate between the types of attachment. This can cause an issue as it seems to class images in signatures as attachments and attaches these to entries. This quickly uses up the five attachment limit and genuine things you want to attach can be excluded as a result.

 

I’m proposing either some logic that can be clever enough to determine that the images are part of a signature, or a switch that turn off uploading inline attachments in favour of (or preferring) attachments of files or pictures on emails instead. Not only will this prevent the need for CSMs to manually go an update this themselves (which they can forget to do or miss if they didn’t read the email that said not all attachments were uploaded), but it also makes the Attachments tab on the C360 ‘cleaner’ as it will only display genuine attachments.

 

Regards,

Matt Smith

    4 replies

    mattmarcsmith
    mattmarcsmithAuthor
    Helper ⭐️
    January 20, 2026

    Please close this as a duplicate of 

    I missed this when searching for an existing request when raising this request!

     

    Regards,

    Matt Smith

    Gainsight Employee ⭐️
    icolquitt
    Gainsight Employee ⭐️
    January 29, 2026

    ​@mattmarcsmith I think your request is still valid, I was looking at the linked post and this was 6 years ago well before the attachments tab was released.  Having images from the signature uploaded each time, especially with the naming convention that this feature has clutters the attachments tab to the point where it gets too noisy.

      achandak
      achandak
      Helper ⭐️
      March 9, 2026

      The email synced via GS assist uploads signature and screenshots under Attachment. This really clutters the Attachment tab. Moreover, there’s no admin control to stop or cleanup such clutter.

      We would be like to have more admin control to manage the Attachments tab(like toggle to have Timeline attachments automatically sync, mass cleanup of junk items, etc.) so that the CSM can see a clear list of necessary attachments or links.  

        mgiersch
        mgiersch
        Contributor ⭐️⭐️
        September 22, 2026

        In addition to the limitation of excluding some files from the Attachments tab, we’re very limited in the ability to filter through attachments to find the most important files like a Customer presentation or QBR because we can’t create custom tags that persist. 

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