Email to Timeline Question
None
Does anyone that uses the email to timeline have a best practice for the following?
We use the email to timeline religiously to track customer interaction with the CSMs in our Org. When we send an email to out customer we place it in the bcc field and it works like a charm. Our question is if anyone has a best practice for when the customer responds and the communication ends there. Clearly we would not want to email them back and bcc Gainsight but we need a way to efficently get that reply to stamp in timeline. Some CSMs copy it by hand and some forward it to Gainsight but it lands in drafts and with the new 50 draft limit it might get lost in the shuffle. This might not be something solvable right away but wanted to post in case anyone had some insight.
Thanks in advance!
We use the email to timeline religiously to track customer interaction with the CSMs in our Org. When we send an email to out customer we place it in the bcc field and it works like a charm. Our question is if anyone has a best practice for when the customer responds and the communication ends there. Clearly we would not want to email them back and bcc Gainsight but we need a way to efficently get that reply to stamp in timeline. Some CSMs copy it by hand and some forward it to Gainsight but it lands in drafts and with the new 50 draft limit it might get lost in the shuffle. This might not be something solvable right away but wanted to post in case anyone had some insight.
Thanks in advance!
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For now we've stated if there is an attachment send to timeline, and then at the end send to timeline.
We have a similar issue where some customers engage only via email. Right now bcc email to timeline cannot differentiate in an email that was sent from CSM vs a reply from customer.
We want to be able to log a reply from customer as a reply-email in timeline with a timestamp and based on the response trend it as positive/negative which then rolls up well into our scorecard for customer engagement.
We are planning to get email threads in Timeline. So once an email is synced to Timeline and if you Bcc the customer reply again then even without the recipient details we will append this information in the existing activity. Would this solve all of your use-cases?
Today we do the same on call and meeting type activities. However we lack that capability on email interactions because
I am thinking of something on the lines of using a email plugin to push emails to timeline with timestamp and trending.
Interesting idea. We will explore enabling these capabilities. Thanks for sharing.
When an email goes into our drafts, we are able to assign the thread to a customer - that works fine. But we are not able to assign it to an objective in a Success Plan. Any work around for this? Thanks!
I think you’d need to copy/paste the content from the email into a Timeline entry from the Objective itself. I don’t see another way of the system knowing which Objective to associated it with.