Hi Community,
I might have come across a blockage with Staircase AI while supporting our pooled CSM model.
Our customer communication is managed through a shared Distribution List (DL) email for pooled CSM model. However, after working with Gainsight Support, we were informed that Staircase can only connect to Email address with an actual mailbox attached. Since standard DLs do not have mailbox objects, emails from the DL cannot be ingested or tracked in Staircase.
This creates a challenge for pooled/shared CSM models where customer communication happens via shared team inboxes.
- Shared communication channels are common operationally for pooled model.
- Customer conversations handled via DLs/shared aliases are excluded from Staircase visibility.
- Email insights, engagement tracking, lifecycle signals, etc. become incomplete.
Has anyone found a workaround for this?
