Co-Pilot communcations are not logged in Salesforce
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One major hang up we have is that Co-Pilot communcations are not logged in Salesforce as an activity. In order for us to use Co-Pilot, we will need this functionality.
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Check this article out, it gives an overview of Chatter integration.
https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Technology_Part...
This is a common ask that I hear from customers. One solution that I've seen work really well is to log the email send as a closed task in Salesforce. You can do this by following the 'Load to SFDC object' instructions here.
https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Use_Rules_to_Lo...
Let me know if you have any specific questions as you work through this that I can assist with!
Also - I just realized this post is 3 months old, so you may have already solved this. 🙂
Can you tell me more about your SFDC BCC functionality? How do emails get associated to contacts or accounts when BCC is used?
FYI - In the Copilot outreach you can use the Email Copy functionality and type in any email address you'd like to CC on each outreach. This is essentially a BCC (as your contact receiving the email will not see the CC information).
Thanks,
Devin
In next release, we are coming up with an option to key-in the SFDC email address in Cockpit config under Administration. All the outreach emails will be sent to that email address (Except sample runs). Will this address the requirements?
Devin,
There is a feature in SFDC where you can create an email address which can receive the Bcc copy of the email and then it will log it as an activity under the contact it finds with the email address in "To:" field.
What happens with our Email copy feature is that, copilot sends a separate copy of email with the SFDC email address in "To:" field. Gainsight includes to whom the original email is sent to in the body of this email. Because of this SFDC will not be able to log it under that contact and it will show under Unresolved items in SFDC.
Thanks for your feedback
So, the CC field will not display to the customer in the email sent through Copilot?
I am thinking if we could CC the email to Salesforce email address in the CC field, it would log as an activity?
Let me know if you have any other questions!
So the answer is no, it will not come under Customer Subscriptions Activity. To do that we need to enhance the product to make the link with a related object of your choice (Customer Subscription) and that would go under WhatID field.
I can see how this would be useful, will add this to roadmap and wait to see if more customers would want this.