Email assist parent/child account contact association

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  • Idea
  • Updated 1 week ago
I have a customer that uses a child/parent relationships and CTA's could open for either or, but the contact from either side does not pull into the CTA when fired. 

For instance

I have Parent A and Child B

The contact I need lives on Parent A but the Child B is where the CTA fired for. They would like to be able to see the contact from Parent A on the Child B CTA as they are related. 
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Cameron Wright, Employee

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Posted 4 weeks ago

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Angela Domenichelli

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This actually happens even if the contact exists on the child account.  The only work-around is to type the entire email address instead of selecting the contact.
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Cameron Wright, Employee

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Totally meant to put bidirectional on there! Sorry about that!
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Jeff Kirkpatrick, Champion

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Originally I posted a comment here about the Salesforce "Related Contacts" feature...but then realized I missed the point of this post.

Is your customer using Related Contacts?

We use it - but it doesn't work with Email Assist because EA is hard-coded to use the Contact object only.

We DESPERATELY need Gainsight to revamp EA to leverage the Related Contacts. It's core to our entire contact management strategy and we cannot use EA (or associate contacts to Timeline) in its current state.   Vote this way up!
(Edited)
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Angela Domenichelli

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Thanks for following up Jeff.  We are using the Related Contacts and are experiencing this issue with Email Assist.  I think that is why the contact appears in the c360, but cannot be added to an email assist email.
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Jeff Kirkpatrick, Champion

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Yep same use case! I spoke to Gainsight product about it and they said we were the only customer they were aware of using RC. Guess that’s not the case
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Colleen Fleming

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We really need this feature as well, and need it for Email Assist as well as timeline activities.

Jeff, we are also using Related Contacts so you are not the only one :). It hasnt been fully adopted by all of our salesforce users but the CSMs who have larger account hierarchies use it. If there was the ability to pull contacts into Email Assist and Timeline activities via related contacts that would be a game changer for many of our CSMs.