Consumption of email activity in Salesforce on Timeline.

Two separate things here.  First, we want to make it possible to create a Timeline Activity from Rules Engine.  Among other things, that would make it possible to read data from Salesforce and create corresponding TImeline Activities.  Separately, there is a strong request for a direct way to get email into Timeline, which also clearly makes sense. 

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Thanks for the update Karl, Happy to talk with you more on this when the time comes

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Hi - are there any updates on this? This would be tremendously helpful to my time. Huge time saver.

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Hi,





We are prioritizing directly sending emails to timeline and tentatively it should be available in next 2-3 releases.





Thanks,


Nitisha

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Watched the latest roadmap vid and have a question around the email integration with timeline; if we send an email from Gainsight, using an email template added as a task within a playbook, could or will a copy of this email be added to timeline automatically (or be brought in as a setting choice)? Could or will replies and threads born of this original email also come into timeline?





We would expect most emails to a client that are part of their journey to be born as email templates and sent this way so would make sense that these are brought into timeline as opposed to ad hoc ones sent via gmail (I would also think it is considerably easier to develop).





Apologies if this already been addressed elsewhere or is indeed a feature already, I am relatively new. Thanks.

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Hello Faelan,  Thanks a lot for asking the question!  First, emails sent from Email Assist (via a playbook as you describe) can *already* be synced to Timeline.  See the doc.  The big ask (by lots of people!) has been to also make this possible for emails sent from whatever email client you use.  To your other question, we are not releasing any special handling for reply messages.  If you got an inbound message from a customer (a reply or just any message) that you want to post to Timeline you could forward it to your Gainsight-generated email address.  That would generally end up in your Timeline Drafts since without the customer on the TO line we won't be able to know which Customer or Relationship to associate it to.  I hope this helps!

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As of now, we don't have bidirectional sync on Activity Timeline. Would it be possible to have this in future as this could really eliminate the redundant work hence removing the double effort for the CSM's.

As of now, if we send an email to a customer it gets logged in Salesforce and as of today can't sync it to Activity Timeline in Gainsight.

Hello Everyone! Happy to announce that this feature is implemented in both SFDC & NXT version.

Happy to announce that your request has been considered and included as part of v6.10 release (Jan).  Gainsight now syncs Activities from the Event and Task Salesforce objects into Timeline. This means if a customer is switching systems, they can bring historic data into Timeline. And, if other cross-functional teams use Salesforce Activities to capture touchpoints, these can be displayed in Timeline to avoid users going back and forth between multiple systems.

You can find the relevant information in our v6.10 Release Notes.

Happy posting, and please let us know if you need any help.

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