Skip to main content
Solved

Trouble with Automated Emails and Lifecycle events

  • July 25, 2025
  • 4 replies
  • 62 views
romihache
Forum|alt.badge.img+9

We're encountering a bit of an issue with automated emails sent from let’s say renewalreminder@mycompany.com. They are currently being flagged as a "Commercial Discussion" by Staircase, and the email content is coming through in plain HTML.

  1. Why is the email content being captured like this? 
     

  2.   What options do we have to prevent these emails from being categorized as "Commercial Discussion"? 
    · For example, if we add an exact phrase or the sender's email address as an excluded term, would that work?
    · If a customer replies to such an email, would that reply also be ignored/excluded by this setting?

     


    We appreciate any insights or guidance the community can offer!

Best answer by bradybluhm

Thanks for bringing this up! These should actually be captured by our ML processing during ingestion but it looks like for whatever reasons these ones are skirting the system process. 


Is this only on one account or is it happening on multiple accounts / automated comms?

 

Would you do me a favor and open this as a support ticket with support@gainsight.com and provide an example of the email itself (if you can get it from the user) along with the screenshot you shared here?  We can investigate, identify the problem and ensure these are not captured as ‘customer communications’ on the accounts.
 

Continuous improvement is better than delayed perfection
Molly.McQ

4 replies

bradybluhm
Forum|alt.badge.img+8
  • bradybluhm
  • Gainsight Employee ⭐️⭐️
  • Answer
  • July 25, 2025

Thanks for bringing this up! These should actually be captured by our ML processing during ingestion but it looks like for whatever reasons these ones are skirting the system process. 


Is this only on one account or is it happening on multiple accounts / automated comms?

 

Would you do me a favor and open this as a support ticket with support@gainsight.com and provide an example of the email itself (if you can get it from the user) along with the screenshot you shared here?  We can investigate, identify the problem and ensure these are not captured as ‘customer communications’ on the accounts.
 

AI on my mind!
romihache
Forum|alt.badge.img+9
  • romihache
  • Author
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • July 28, 2025

Hi ​@bradybluhm 
I’ve seen this happening across multiple accounts. I’m opening a ticket providing some examples.

Thank you!
 

Continuous improvement is better than delayed perfection
bradybluhm
Forum|alt.badge.img+8
  • bradybluhm
  • Gainsight Employee ⭐️⭐️
  • July 31, 2025

Small update from an engineering conversation: We are working on a feature that will give you the ability to adjust the sensitivity of automated email detection.


“The new setting will allow users to control the threshold/sensitivity of automated email detection, giving them control over how aggressively the system filters out automated communications. Previously, this required backend engineering changes, but now it will be user-configurable through the interface.”


This should be coming in just the next couple weeks.

AI on my mind!
romihache
romihache
Forum|alt.badge.img+9
  • romihache
  • Author
  • VIP ⭐️⭐️⭐️⭐️⭐️
  • August 4, 2025

 

Small update from an engineering conversation: We are working on a feature that will give you the ability to adjust the sensitivity of automated email detection.


“The new setting will allow users to control the threshold/sensitivity of automated email detection, giving them control over how aggressively the system filters out automated communications. Previously, this required backend engineering changes, but now it will be user-configurable through the interface.”


This should be coming in just the next couple weeks.

Great news! We’ll be looking forward to it!

Continuous improvement is better than delayed perfection
Terms & ConditionsCookie settingsAccessibility statement