Gainsight Assist Outlook Add-in User Guide

Compatibility Support for Outlook Add-in

Gainsight Assist is a Web Add-in available for consumers to install from the Office store. Add-in works best with the API set version 1.8. For older versions of Outlook, we do not support some features.

Enable BCC to Timeline

To enable the BCC to timeline feature in Gainsight:

1. Navigate to Administration > Communication > Email Configuration. The Email Configuration page appears.
2. Click the Inbound Emails tab.
3. In the Email Inbound Emails section, enable the Timeline checkbox.

Add Gainsight Assist Add-in in Web Application

To add the Gainsight Assist Add-in in the Outlook web application:

1. In the Outlook Web Application, click on any email and click the ellipsis. 
2. Select the Get Add-ins option from the list. The Add-ins for Outlook window appears.
3. In the Search bar, search for Gainsight Assist.
4. Click Add. The Gainsight Assist add-in will be successfully added to your Outlook web application.

Add Gainsight Assist Add-in in Desktop Application

To add the Gainsight Assist Add-in in the Outlook desktop application:

1. In the Outlook Desktop Application, click Get Add-ins on the Home tab. The Add-ins window appears.
2. Click the My Add-ins tab.
3. In the Search bar, search for Gainsight Assist.
4. Click Add. The Gainsight Assist add-in will be successfully added to your Outlook desktop application.

Note: Users must either add Gainsight Assist Add-in in either the Web or in the Desktop version. If you add it in the web version, it will automatically reflect in the desktop version and vice-versa. 

Uninstall Add-in

To uninstall Gainsight Assist Add-in in the Outlook Web application:

1. In the Outlook Web Application, click on any email and click the ellipsis. 
2. Select the Get Add-ins option from the list. The Add-ins for Outlook window appears.
3. Click My add-ins.
4. Click the three-horizontal menu in the Gainsight Assist Add-in.
5. Click Remove.

To uninstall Gainsight Assist Add-in in the Outlook Desktop application:

1. In the Outlook Desktop Application, click Get Add-ins on the Home tab. The Add-ins window appears.
2. Click the My Add-ins tab.
3. Click the three-horizontal menu in the Gainsight Assist Add-in.
4. Click Remove.

Users with a Single Domain

Users that have a single domain can log in using the following steps:

1. Click the three-horizontal menu, select Gainsight Add-in icon. The Login page appears.
2. Click Gainsight integration.
3. In the Username field, enter the username.
4. Click Next. The Gainsight login window appears.
5. Enter the Username and Password of your Gainsight account.
6. Click LOG IN. The Welcome to Gainsight page appears.

Note: If a user is already logged in to a domain, then the Gainsight Assist Add-in automatically redirects to the Welcome to Gainsight page.

Users with a Single Domain and Multiple Environments

Users that have a single domain and have access to multiple environments such as Production or Sandbox orgs, can log in using the following steps:

1. Click the three-horizontal menu, select Gainsight Add-in icon. The Login page appears.
2. Click Gainsight integration.
3. In the Username field, enter the username.
4. Click Next.
5. From the Select domain dropdown, select the required domain.
6. Click Next. The Gainsight login window appears.
7. Enter the Username and Password of your Gainsight account.
8. Click LOG IN. The Welcome to Gainsight page appears.

Users with Multiple Domains

Users that have multiple domains can log in using the following steps:

1. Click the three-horizontal menu, select Gainsight Add-in icon. The Login page appears.
2. Click Gainsight integration.
3. In the Username field, enter the username.
4. Click Next.
5. In the Gainsight Domain field, enter the Gainsight domain URL.
6. From the Choose Data Center Location dropdown, select one of the following options:
   • US1 Data Center: Covers the US Region and contains data specific to the existing US customers only. 
   • US2 Data Center: Covers the US West 2 Oregon region and contains only new US customers' data.
   • EU Data Center:  Contains customer data specific to the EU region.
7. Click Next. The Gainsight login window appears.
8. Enter the Username and Password of your Gainsight account.
9. Click LOG IN. The Welcome to Gainsight page appears.

Composing Emails in Outlook Desktop Application

To compose emails using the Gainsight Assist add-in through the Outlook desktop application:

1. In the Outlook desktop application, click the New Email option. A new mail composer window appears.
2. From the Message tab, click the Gainsight Assist option. The Gainsight Assist side panel appears.
   

3. From the Gainsight Assist side panel, click the Email Templates option to view the list of available templates from Gainsight. 

• The Include Empty Folders checkbox was previously available for both Chrome and Outlook. This checkbox is removed.

• The folder icons are no longer visible next to the folder names and email template names within the folders.

3. The Include Empty Folders checkbox was previously available for both Chrome and Outlook. This checkbox is removed.

4. The folder icons are no longer visible next to the folder names and email template names within the folders.

5. Click the template you want to use. 
   Note: Users can also search through the list of templates by complete name and select a particular template.

6. In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
   Note: The search in the Primary Recipient field occurs on the Company, Relationship, Company Person, Relationship Person objects, and also the Permission Bundles are honored in the primary recipient and also in Log Email to Timeline search. However, when companies are displayed by considering recipients, Permission bundles are not honored.

7. Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
8. Click Done.

Limitations: 

• While using the Outlook desktop app, users might encounter a few formatting issues in the email template that contains bulleted points of any font size. This is due to a limitation of Microsoft.
• The following are some of the limitations if the email template contains a Button:

• Recipients can open the button link only if they click the button text.
• The button link text is underlined, which is the default behavior of the browser or any mail client.
• While logging emails to the timeline using email templates:
  • If the email template contains a button, these buttons are logged to the timeline as attachments.
  • The button is not visible in the email body when the email template is applied.
  • On the recipients end:
    • These buttons vary in size and font color.
    • The buttons with rounded corners, when clicked, are wrapped with a rectangular border.

Composing Emails in Outlook Web Application

To compose emails using Gainsight Assist add-in through the Outlook web application:

1. In the Outlook web application, click the New message option. A new mail composer window appears.
2. Click ellipsis and select the Gainsight Assist option from the list. The Gainsight Assist Outlook side panel appears.

3. From the Gainsight Assist side panel, click the Email Templates option to view the list of available templates from Gainsight. 
4. Click the template you want to use. 
   Note: Users can also search through the list of templates by complete name and select a particular template.

5. In the Primary Recipient field, enter the email address of the recipient to automatically resolve the tokens.
   Note: The search in the Primary Recipient field occurs on the Company, Relationship, Company Person, Relationship Person objects, and also the Permission Bundles are honored in the primary recipient and also in Log Email to Timeline search. However, when companies are displayed by considering recipients, Permission bundles are not honored.

6. Click Apply Template. The template from the side panel is copied to the email composer and a successful message appears.
7. Click Done.

Important Functionalities

The following are some of the important points when composing an email using templates from the add-in, either by using a Web or Desktop application:

• Users can directly click the Apply Template option without providing primary recipient details, to edit the tokenization values manually.

• Users can also add multiple email templates to a single email by placing the cursor in the composer, at the point they want to add content to the email. 

• If a user adds the primary recipient in the email composer and then clicks the template, the email address provided in the composer is automatically copied to the Primary Recipient field in the add-in sidebar.

• If the recipient, from the compose window, added to the Primary Recipient field is modified by the user in the add-in. The new modified recipient is copied to the To field (as the last recipient) in the composer when the template is applied.

• The email ID added as the primary recipient from the add-in is copied to the To field in the email composer even though the recipient is not found while searching in the Primary Recipient field.

• You can also apply Gainsight email templates while replying to existing emails.

Best Practices for Effective Logging

• When selecting the Activity Type, choose the most accurate option to maintain clarity in your logs.

• Always enter call durations and other details consistently to ensure data integrity.

• Regularly review your Timeline entries to confirm they are logged correctly and make any necessary adjustments.

IMPORTANT: The following are some of the important points regarding the Bcc ID which is generated automatically:

• The Bcc address added here is different from the Bcc address generated for the Bcc to timeline feature. 
• Bcc added here is generated on the fly and cannot be saved and reused for other emails.
• The emails captured using the Bcc address are encrypted and safe.

Limitations:

• Microsoft does not support Add-ins for shared Mailboxes in Outlook. Hence the Gainsight Assist Add-in will not be available while logging emails to Timeline from a shared Mailbox in Outlook.
• Mac Outlook does not provide option to set encoding for the email content to UTF-8, as a result the email content logged to timeline with other languages like Japanese will get converted to unrecognizable content.

If the user adds a recipient in the To field in a composer or replies to the older email then the list of Companies/Relationships associated with that recipient is listed in the add-in sidebar. However, the radio buttons are not visible unless users select the Log Email to Timeline check box.

If the contact belongs to both Company and Relationship:

• In the Profile > My Settings page, if the Log Email to Relationship option is selected and if a person exists in Company and Relationship. In this case, only Relationship records that are associated with the Person are displayed. If any recipient which is provided in To list is only present in a company but not in a relationship then only Company records are displayed. 
• In the Profile > My Settings page, if the Log Email to Company option is selected and the same Person exists on the Company and Relationship records. In this case, only the Company records which are associated with the Person are displayed.

Note: If the email exceeds more than 34K characters, it is not logged to Timeline. An email notification is sent to the user to inform them.

Notes:

• ID used to log into Gainsight org will be logged to Timeline as internal attendee.
• Email IDs not recognized as Internal, or Company / Relationship Person will be logged as External Ids.
• When emails in the Inbox are logged to Timeline, following Ids are resolved:
  • From email ID
  • To recipients
  • CC recipients
  • BCC recipients
• When an email is composed, the following Ids are resolved:
  • To recipients
  • CC recipients
  • BCC recipients
• For sent emails, the following IDs are resolved:
  • To recipients
  • CC recipients
  • BCC recipients

Log while Composing Emails

If you want to log emails to Timeline, you can select the Log Email to Timeline checkbox before sending out the email.

Limitations:

• By default, the Log Email to Timeline check box is not selected.
• For any email, content size should not exceed 20MB
• Each attachment size should not exceed 15MB.

The following scenarios arise when emails are sent by selecting the Log Email to Timeline checkbox while composing:

• Based on the recipient selected in the To field, the list of Companies or Relationships associated with that user is listed in the add-in. Users must select one Company/Relationship appropriate options to which the email must be logged.
  Note: If only one Company/Relationship is associated with the user, then that option is selected by default.

• If no Companies/Relationships are associated with the recipient or if required Companies/Relationships not found in the list generated, then the user can start typing the name in the Company/Relationship field, to log the email.
  

• If a user does not select any Company/Relationship, then that email is saved as a Draft in Timeline. Users have to log that email manually by logging into the Gainsight application. 

• When pushing emails into Gainsight as Timeline entries, Customer Success Managers (CSMs) can add recipients, allowing the company or relationship to be automatically selected. Once the company or relationship is auto-selected, the other fields listed below are enabled.

  • Activity Type: CSMs can choose the appropriate Activity Type, with the default set to "Email," when adding emails to the Timeline. End users can change this as needed, eliminating the need for manual corrections.

  • Duration: The ability to add Duration provides more detailed and accurate activity logging.
    Note: Duration (in minutes) cannot be entered or edited for all activities that do not have the Duration configured in Timeline. For other activity types, it is enabled for the end user to change.
    

The following image shows the Gainsight Assist in the side pane. You can click X if you don’t want to see this Gainsight Assist tab.

Note:​​​​​​

• Duration is associated with Calls and Meetings activity type. However, Admins can configure the Duration to be associated with all other activities.
• Activity Type and Duration can also be changed for emails that are Received and while replying.
• Automated Program, Milestones and Inactive activity types from the dropdown is not available.  

• If a user does not select any Company/Relationship, then that email is saved as a Draft in Timeline. Users have to log that email manually by logging into the Gainsight application. 

Log Received Emails

Users also have a provision to log the received emails to the Timeline while reading by selecting the Company/Relationship to log the email to Timeline. If no Companies/Relationships are matched, users can search and add them using the Search field.

To log the received emails to Timeline while reading:

1. Click on the received email.
2. Click the Gainsight Assist  option in the Home tab. The Gainsight Assist side panel appears.
3. Select or search for the Companies/Relationships for which you want to log the received email to Timeline.
4. Click the Log Email to Timeline option. The details of the email logged to which Company/Relationship are displayed in the side panel.

Log Emails while Replying

Users can also log older emails to Timeline while replying to those emails. 

Note: Users can only select/search the Companies/Relationships options if they select the Log Email To Timeline checkbox.

To log older emails to Timeline:

1. Open an older email you want to log to Timeline.
2. Click Gainsight Assist Add-in. The Gainsight Assist side panel appears.
3. Select or search for the Companies/Relationships for which you want to log an email to Timeline.
4. Click Send. The email is logged to the selected Companies/Relationships Timeline activity.

Log Emails with Attachments 

The attachments in the email are also logged to the Timeline. The following are the attachment file types that are supported: jpg, jpeg, gif, png, bmp, pdf, doc, docx, txt, ppt, pptx, xls, xlsx, and csv.

Limitations:

• All of the attachments are not copied to the compose window from the email template if the template contains more than four attachments.
• For any email, content size should not exceed 20MB
• Each attachment size should not exceed 15MB.

  Troubleshooting

  Error while opening Outlook Add-in

  You can close the application and re-open the Gainsight Assist Add-in when you see an internal error when trying to open the add-in as shown in the below image.

  This is mainly caused due to a limitation from Microsoft Outlook. For more information, refer to stackoverflow, github, and stackoverflow links.