Thursday US Admin Office Hours (CS Platform):June 4, 2026 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hi Scott,

Unfortunately, I won’t be able to join today’s Office Hours but I’d love to get an update on Tuesday’s questions (re-posted below)

It was great meeting you at Pulse! We’re considering enabling auto email + meeting capture and have a few questions.

1. Currently, if the plugin fails to log an email, the email saves as a Timeline draft and users are sent an email advising them to modify it. How are email failures handled with auto-capture?

2. With auto-capture, will users still be able to determine which meetings can be recorded? I know that some domains can be logged under the unauthorized list but I’m wondering if the option to decide will still be available per call in case a customer doesn’t want specific meetings or certain parts of a meeting recorded.

3. How will contacts not found in the Company Person object be handled? Presently, I believe the contact still appears in the Timeline message by their email address vs their name. However, some CS team members use the plugin to determine if a new contact record needs to be created. They’re concerned that with auto-email capture that validation checkpoint would be missed and we’d have a gap in getting people added.

Once again… more questions around Contact Clean-up.  How to merge (if possible) Company Person Records from one Company to Another.  (Contact created on the wrong company, now exists in two places and confuses Gong and GS Assist on where to log items).

Hi Scott, hope you are well. I wanted to take your thoughts on if there is a way for CoPilot to read through ServiceNow case data within Gainsight custom object. Thanks.

Hi Scott, 

Hope you're doing good. 

Q: Can we have the same participant answer the same survey more than once on the same program? 

Based on the EBR cadence (Annually and Bi-annually), we wanted the participants with EBR Cadence Annually to re-enter the program after 180 days to receive the same survey. 

Thank you.

Attempting to Load Activities from Gainsight into SFDC. 

Hello ​@Veronica.Moore  -- great to meet you at Pulse!  

I’ve got answers to your questions 1 & 2 -- I’ll have to circle back to 3 after getting some more info, though.

1. The Plugin can save as a draft because the end user is required to select a Company for association -- Auto-Capture, if it doesn’t find a Company record based on the heuristic search, will fail that record, and the GS Admin can find it in the Timeline Activity Sync Logs.  Details are here
    
2. The “Meeting AI Follow-Up” functionality hasn’t changed -- only meetings that Recording and Transcription turned on (regardless of the platform -- Zoom, GonG, etc.), and only meetings with 1 or more external participants, are synced over.
   https://support.gainsight.com/gainsight_nxt/Timeline/FAQs/AI_Follow-Up_FAQs#Meeting_Processing