[Enhancement Request] Pop up the timeline field while sending email assist task

  • 2
  • Idea
  • Updated 2 weeks ago
  • (Edited)

When our CSMs send an email through a CTA (email template built in Co-pilot), this email automatically is logged in the client's timeline. While this email is marked as originating from a CTA, there is no way to add the activity subtype when validating the email before sending.

We've given our CSMs the workaround to go back and edit the email to add the activity subtype. Is there any way this field can be added to "validate email" pop up so that CSMs don't have to remember to make this update after the fact.


I thought if I make the field mandatory in timeline, it will prompt something while validating the Email assist task. But this logic also didn't work out.
Photo of Shiv Kumar Katiyar

Shiv Kumar Katiyar, Employee

  • 1,236 Points 1k badge 2x thumb

Posted 2 weeks ago

  • 2
Love this idea.  We leverage activity subtypes to understand the different threads of work a CSM is working on and for better visibility into how often/how long it takes them to complete this work. Not having the activity sub-type on the validate email screen and asking CSMs to edit the activity, leaves to much room for error/inconsistency.  Thanks for considering this idea!! 
Photo of Nitisha Rathi

Nitisha Rathi, Employee

  • 14,326 Points 10k badge 2x thumb

Makes sense, we will definitely look into it. To start with, would it work if we give an option to add field default value per activity type e.g. If an 'Email' activity is created, then use 'xyz' as the default sub-type value unless another value is provided.