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mn185047
Contributor ⭐️
February 3, 2022
New Idea

Timeline - Grouping of follow-up communications

  • February 3, 2022
  • 3 replies
  • 46 views

Our understanding is that once a communication is sent to Timeline via Gainsight Assist, any follow up communication will also be sent to Timeline.  However, follow ups will be logged as an entry and will not be grouped together.  It would be beneficial to have follow-ups grouped together as this would improve efficiency for reducing CSMs re-reading/reviewing multiple timeline activities.

    3 replies

    jenlpro
    jenlpro
    Helper ⭐️
    September 7, 2023

    My team just asked me for the same thing last week! This would be amazing & would definitely keep the timeline WAY cleaner! ➕

      dayn.johnson
      dayn.johnson
      VIP ⭐️⭐️⭐️⭐️⭐️
      September 8, 2023

      … This would be amazing & would definitely keep the timeline WAY cleaner! ➕

       

      ☝ THIS!

       

      Just musing here. Different area, but might work for this case as well. Would it be feasible for email templates and/or JO programs to be linked together in the Timeline by their IDs, similar to how notes in Notion or OneNote are linked?

      Theorizing that there could be a field added to JO programs (and for this case, when they’re sent via Gainsight Assist) that would allow a group of communications to be grouped together.

      My interest here stems from sending CSM check-ins. We used to send a follow-up for clients who hadn’t opened the first email, but the replies in the CSMs’ inboxes weren’t easily navigated. Having both the original send and the follow-up placed within one group in the timeline would make that much less of an issue, and may allow us to start sending those follow-ups on their behalf again.

      Staff CS Content & Comms Manager, 2x Gainsight CS Ops Product Council Member
      kstim
      kstim
      Helper ⭐️⭐️
      September 8, 2023

      ➕1 This is a must! It would be nice to avoid this as much as possible.

       

       

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