Email to Timeline from a group email address
None
In our CSM structure we have a group of CSMs who are responsible for a pool of accounts. They all have individual liceneses but they send their email from the pooled email not their individual emails. I know it is not currently supported without using another license for Gainsight, but was wondering if there is anything in the future about being able to support this with a lot of companies moving towards a pooled model. We actually have 3 pools which are divided by region.
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I'd like to understand your use case a little more. In the workflow where one of your pooled CSMs emails a customer, they use a common return email address, but do they identify themselves in any way by name to the customer they are emailing?
One challenge I see with this approach is that we use the sender's email address to know what user should be identified as the author of the activity in Timeline. Without that qualifier, the author woudn't be know.
These accounts are assinged to a pooled customer success manager as designated in Salesforce
Example
ABC Company
CSM - NA Customer Success
Email for CSM - generic email (customersuccess@company.com)
Therefore when the email is sent from the generic email, the author could be NA Customer Success (but I believe that would need a named user). I believe the author is identified in the signature of the email. However I am reaching out to the manager of the team to see if that is the case, or if it is just signed from the generic account.
Hi Dan, we are starting to have the same process at my company. We will be using the group email address by the CSMs for a pool of accounts. I have a few questions about it:
Thanks
Alessandra