Under Consideration

Increase character limit when emailing to Timeline

Userlevel 4
Is there a way to increase the character limit when emailing to TImeline? Or a different alternative to the solution of encountering the limit? I don't like the idea of miles long email chains being logged, but how else can Email to Timeline be used if the chain is long?

11 replies

Userlevel 7
Hi Jessica, the current limit is 33,000 characters, which is equivalent to over 10 pages of printed out text. Does that feel like it's not enough characters still? Have you tried trimming the oldest parts of the email conversation, especially if the email thread was earlier posted to timeline, as it would be redundant info?

Userlevel 4
Hi Dan! I agree it's not necessary to log it - definitely redundant. Problem is the content still exists in the email chain and CSMs prefer not to trim in out of the chain as clients might need to reference it. So when they go to BCC Timeline, it's impossible to log. I feel like an ideal solution would be for Timeline to log only the latest characters? to auto-cut really old ones past a certain length from the log? I'm not sure the best way to handle, but know it's a problem! Our CSMs ultimtely end up not using Email to Timeline, and simply copying and pasting the latest exchange into Timeline, which hurts adoption of Email to Timeline.

I agree with this ask. This is a major ask from our team right now to move more workflows into GS. 

Userlevel 7

We will very soon make the change to truncate characters > 30K and log the email to Timeline.


I had a user who raised this issue as well today. Would be really great to see a fix for it.

Userlevel 7

Hey team,


This came up for me today as well. Do we have any ETA when this will be released?

Userlevel 3

Hello Team, 

Hoping for an update on the plan to truncate the emails as well. Our team is running into the limit issue as well. Many times there are large paragraphs in our client’s signatures surround privacy policies to stay incompliance with federal and international standards in our space. That adds very quickly to the character limit. 


Thank you!

Userlevel 7

We have not been able to get to it because of other priorities (you would see a lot of new functionalities with Oct release). I will keep you posted once we are able to pick it up.

Hi all, this would also be very helpful to us! We have members on our team who are waiting to log activities until the entire interaction is complete so this would be a helpful update.

Hi Team, 

This is a very hot topic at our company too!  We just launched Gainsight and our users are struggling to adopt logging their emails to the timeline because of the number of bounce backs they receive for character limits w/ long threads. 

Any update regarding timing for this feature would be super helpful!


@dan_ahrens : The reason the bcc feature is used is to cut down the amount of time needed to log events in the timeline. Trimming an email down just so the bcc feature can be utilized pretty much defeats the purpose of the feature. 


Allowing for all characters in an email to be sent through the bcc function would be greatly appreciated. The goal of Gainsight is to help us become more efficient and this bcc function definitely helps when able to use it.


Thank You!