Log Activities to Timeline

Global Timeline

Click the Timeline menu from the left pane. The Global Timeline page appears.

The Global Timeline page offers a global view of all the activities for all Companies and Relationships in a centralized area. 

In this page, users can perform the following functions:

• Create new activities from the Timeline tab.
• Edit the Activities, if you are the owner.
• Share the Timeline Activities. 

For more information on how to create an Activity, refer to the Create/Log an Activity section in this article.

C360/R360 Page

In the Customer360 and Relationship360 pages, the Timeline page allows you to track the customer’s interactions throughout a customer’s life cycle. 

The Timeline Activities in this section are specific to that Company/Relationship’s interactions.

To access the Company or Relationship Timeline page:

1. Enter the name of a Company or Relationship in the global search textbox. Select the required Company or Relationship from the list of suggested names. 
2. Click the TIMELINE tab.

CTA Detail View

The Timeline tab in the CTA detail view allows you to log activities for a specific CTA. You can view these activities on the Global Timeline or C360/R360 > Timeline page.

Timeline in Success Plan

Note: This section is only applicable to tenants with Success Plans (Horizon Experience).

Log activities in the Timeline tab of Success Plans and Objectives. You can view these activities on the Global Timeline or Global Success Plan and the C360/R360 > Timeline page.

• Timeline in Success Plans

• Timeline tab in Objectives

Notes:

• Timeline entries at the Success Plan level will not be displayed in the Objective’s Timeline but it will be displayed in the C360 > Timeline tab of the company.
• Timeline entries at the Objective level will not be displayed in the Success Plan’s Timeline but it will be displayed in the C360 > Timeline tab of the company.
• Timeline entries in C360 > Timeline tab will not be displayed either in the Success Plan’s Timeline or at the Objective’s Timeline.

Log an Activity

To create an Activity:

1. Navigate to either Global Timeline, C360/R360 > TIMELINE, or CTA Detail View > Timeline page.
2. Click Add Activity and select the Activity type from the dropdown list (here, Meeting type Activity is selected). The New Activity page appears.
3. (Optional) Click the Maximize icon to maximize the Activity window. 
4. (Optional) Hold and Drag the Activity window within the page as required. 

5. Perform the following actions:
   1. Company/Relationship: Enter the name of the Company or Relationship that you want to create this activity for.
      Note:
      • This search honors user permissions for Company and Relationship records, and will display the first 20 records that meet your search criteria.
      • You cannot relate an activity to a CTA from the Global Timeline page.
      • If the selected activity type is not configured for the Company or Relationship, the search results will not show the Company or Relationship information.
      • The Company/Relationship field is not applicable if you are creating an Activity from the Cockpit > CTA detail view or the C360/R360 page. In those cases, the activity is related to the Company/Relationship associated with the CTA or 360 page currently open.
      • You cannot insert inline images within the Notes section of the activity.
   2. Subject: Enter the subject for the Activity in the Subject field.
   3. Activity Date: Enter the Activity Date as required. By default, the current date is selected. The 12-hour date format is followed. 
   4. (Optional) Duration: Enter the duration (in minutes) of the Meeting in the Duration field.
   5. Internal Attendees: In the Internal Attendees text box, enter the internal attendees required for this meeting. By default, the logged-in User’s name is already logged.
   6. External Attendees: In the External Attendees text box, enter the contact person’s name at the customer organization, required for this meeting. 
      • Company Person records marked as inactive will not display as available options.
      • The External Attendees search honors the Person Search configuration settings. For more information on selecting searchable fields for the Person object, refer to the Configure 360 Person Section article in the Additional Resources section. 
      • External Attendees belonging to both the Primary Context and the Associated Records can be added.

   7. Associated Records: In the Associated Records text box, associate a timeline activity to multiple records such as Companies, Relationships, or a Call To Action (CTA) from the Select Object drop down, enter the value in the Select Value section (minimum 3 letters are required to search).

Conditions:

• Below are a few conditions that are configured to the Associated Records;

Note:

• *A Primary Context is the entity from which you can create the Activity, for example, If an Activity is created from the C360 or Global timeline, a Company or Relationship will be the Primary Context. If an Activity is created from a CTA, the CTA will be the Primary Context.
• Click Select another object to add multiple objects.
• Users cannot associate more than five records to the activity.

For more information on how admins can configure Associated Records, refer to the Configuration of Associated Records to Timeline article.

Note:

• In the Note section, enter notes for the activity.
• (Optional) Click the Paper Clip icon to add attachments in the Activity.

Note:

• The Note section has an auto spell check feature that highlights words misspelled, with a red underline. Right-click the highlighted word to view a list of suggested correct spellings.
• Gainsight provides you with all the text formatting options which you generally find in text editors.
• Gainsight allows you to use the above text formatting features with keyboard shortcuts. To view the various available keyboard shortcuts, refer to the Keyboard Shortcuts article in the Additional Resources section.
• Gainsight allows you to tag internal users in an Activity. For more information, refer to the Tag Internal Users article in the Additional Resources section.
• Notes in the Activity can support up to five Attachments, with a combined file size of 30MB maximum.
• External Attachments are displayed in a separate section. Currently, attachments that syncs only for Hubspot engagements can be viewed in this section. You can download and view these attachments. These attachments cannot be deleted. Currently, there is no limit on the number of attachments displayed in this section. For activities with external attachments, the collapsed view of activity displays the total count as 5+ which includes both attachments and external attachments.
  

Context Menu

Click the context menu of a Timeline Activity to take the following actions: Edit, Share Via Email, Copy Link, Copy to Clipboard, Delete.

Activity Drafts

While creating a new Activity or modifying the existing activity, if you do not click the Log Activity button, the activity is saved as a draft automatically.

The number on the Draft icon indicates the number of drafts available in the Draft section.

Click Draft to view the Activities saved as drafts.

• You can view and search the saved drafts using the Search textbox.
• Draft activities are private to the user who created them.
• To delete multiple drafts, select the checkbox for the required drafts, and click delete.
• Toggle the Show only Email to Timeline and Plugin drafts to view Activities created by email integrations.

Add Comments to Timeline

You can add comments to your activities or other user’s activities. Comments added to an activity become records that any user can refer.

Note: The comments feature is not available in the mobile app.

In the Timeline list view, on every Activity, a comment icon displays the number of comments associated with that activity.

Notes:

• The comment box is equipped with text formatting options.
• Users can tag other users in their comments. Users can tag a maximum of 10 users in a single comment.
• By default, users will receive Gainsight and email notifications when someone comments on their timeline activity or tags them in a timeline activity comment. 
• Users with the Internal Collaborator license type can be tagged in an activity as normal, and will receive the corresponding email notifications, but the Gainsight links within those notifications will not work for them as they cannot login to the system. For more information about Gainsight license types, refer to the User License Management article in the Additional Resources section.
• Users with Viewer License and Viewer+ Analytics License type have the option to log and comment on updates(read/write), Full License type user need to have access to timeline in permission bundles to log and comment on updates, refer to the User License Management article in the Additional Resources section.
• Users can configure to receive these notifications from the My Settings page. For more information on configuring notification settings, refer to the Setup User Notifications article in the Additional Resources section.

To add comments, perform the following actions:

1. Click the Comment icon on an Activity or expand the Activity. Scroll down to the comments section.
2. Enter comments in the Add a comment textbox.
3. (Optional) Tag other users in the comments. Type @ followed by the user name.
4. Click Post to add the comment to the activity.

Note: If the user name is not displayed, the user may not have been added through the User Management page as Gainsight user.

Edit and Delete Comments

Users can edit or delete only the comments authored by them. To edit or delete the comments:

1. Click the context menu on the comment.
2. Click Edit to edit the comment.
3. Click Delete to remove the comment. 
4. Click OK in the confirmation message.