Use this thread to share your feedback, queries, discussions. You can also use this thread to report bugs (if any) or anything that’s related to your experience with the "Email to Timeline" feature enabled as part of Beta program in your respective Orgs.
Our team is eager to receive your feedback as it will help us make this feature more delightful. Hope you all actively use this feature and share your feedback with us.
Thank you in anticipation!
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Following are the latest updates:
• No. of emails logged as activity timeline: Very few
• Number of accounts started adding at least one user: 22
• Feedback received: None
We are Hungry for your feedback!
If it's working - Let us know; If something's not working- Please let us know;
We encourage you to share your valuable feedback that will help us to learn what’s working and what’s not. Your inputs will give us an edge to focus on the core feature and stay in tune with what you want, need, or expect. This beta program is available for a limited period of time and for a few limited slots! Request you to please confirm your participation by providing your feedback. If you do not intend to participate in this Beta program, we will include others. We may need to turn off this feature for the non-participating accounts in order to accomodate the others who need this feature.
Check out this step by step tutorial, which is used to do the same thing for Gainsight Sharing. :)
Feedback from myself (admin):
-It was unclear in configuration that the GS person object would be required as this is not something I had previously used/sync'ed. We just rely on the SFDC contact object.
-If we have fields that are mandatory on timeline posts, will email to timeline be able to bypass these or will it mean the email always goes to drafts?
-As a nice to have, can we remove our email signatures (e.g. by encasing them in certain characters)? As well as company information, we have to have the details of our regulators and this adds clutter to the email body when reviewing.
We have created a short video to help with "Load to company person'. Hope this would be helpful. Thanks!
Can you please check this https://support.gainsight.com/Administration_and_Permissions/General_Administration/Bulk_Load_Account_Contacts_for_C360_and_Success_Plan_Sharing and let us know if this helps you in Load to Company Person? You can also check the video here for Loading to Company Person.
-None of the fields are mandatory for posting to timeline except for "Related To". Based on the email ids , we identify the account or relationship the post belongs to. More details can be found below -
-Regarding removing email signatures, we need to see how we can address that. It is not there in the roadmap.
@All, please let us know if you still need any help in configuration.
I am also wondering if Email to Timeline would work when forwarding email chains to the address provided for conversations that have ended but have not been logged yet. Please let me know!
On the second question, want to ensure I'm understanding correctly. You want to just forward an email chain with the BCC to Timeline token address, but not send the email to the customer? If that's the case, this wouldn't work because it only attaches to a customer if the email in the TO line is in the company person record.
Let me know if that helps!
If you forward an email to the address it will log as draft since there is no matching email in the Person object. You have to go to global timeline and edit the draft to tie it to the right account and contact
@John - would I see the draft in the drafts section for that specific customer or is there one big drafts area somewhere? It doesn't seem to be appearing.
There is a tab just for Timeline that can show you all activity and all drafts.
The global Timeline tab displays all Timeline activity posts for all accounts and relationships, as well as users can view all of their drafts there. You can read more about enabling global Timeline here.
Any suggestions on troubleshooting? Is this something support might be able to help with if I open a ticket?
It will be easier to respond to individual questions/issues, as well as read the relevant followup, if folks can post them as separate threads here. Just a quick video to remind you of how to start a new post in the Email to Timeline Beta topic.