Auto Email Capture FAQs

Is Auto Email Capture available for CS customers, or does it require the full Staircase AI product purchase?

Auto Email Capture is available for all CS only and CS + Staircase AI joint customers. CS only customers do not require a full Staircase AI product purchase. However, the integration is supported through Staircase AI’s existing technology. For more information on how to set up Auto Email Capture, refer to the AI Follow-Up & Auto Email Capture Admin Guide article.

Can we keep data flowing while switching connection types?

Yes. The existing connection remains active until the new connection is fully approved and established unless the admin clicks the disconnect button.

Can I connect to emails only?

No. Auto Email Capture requires connection to both email and meetings.

Will emails log to Relationships?

Not initially. Relationship-level email logging will be developed in a future release.

Will emails from the same conversation be grouped together?

Yes, the auto captured emails from a single conversation are grouped in a single thread in Timeline.

Will historical email data be logged?

When a mailbox is authorized, eligible emails from the previous 30 days are synced by default.

How long does it take for emails to appear in the Timeline after they reach the mailbox?

Emails may take up to two hours to appear in Timeline once they are sent or received. This is subject to change as we validate and enable this feature for customers at scale.

Can I filter contacts whose emails should not be synced?

You cannot filter individual contacts. However, you can restrict entire domains using the Domain Exclusion option in configuration settings.

Will Auto Email Capture data be used in Cheat Sheet and Copilot?

Yes. Data captured through Auto Email Capture is utilized in both Cheat Sheet and Copilot features.

How does Auto Email Capture work with Distribution Lists and Shared Inboxes?

Emails sent to distribution lists and shared inboxes are currently not supported and they do not appear in Timeline.

How can I set up PII Anonymization and manage them for Auto Emails Capture?

By default, PII Anonymization toggle is turned on, with customization options available.

Several predefined patterns are turned on by default and can be turned off if needed. Additionally, custom PII patterns can be created. Emails are stored only after PII anonymization is applied. The original, non-anonymized content is not retained for security reasons. Therefore, creating custom PII patterns is available only through Support and must be handled with extreme care.

If I use other integrations, such as Gainsight Assist (Plugin), BCC tagging or an external API, to log emails to Timeline, how does this affect auto-captured emails?

Gainsight strongly recommends using only one integration method to log external emails to Timeline. Emails already present in Timeline from Plugin or BCC tagging or any other source (containing the same ExternalID) are skipped from activity creation by Auto Email Capture.

Using multiple integrations, for example Auto Email Capture along with GS Assist or an external API, can lead to following scenarios:

• Emails from Auto Email Capture logs first, and then emails from GS Assist are logged: Duplicate activity is created for the same email.
• Plugin logs first, then Auto Capture logs: The Plugin entry remains; and the auto captured email is skipped from activity creation.

If I am already using the Plugin or BCC email tag, how should I integrate Auto Email Capture?

Once the admin configures Auto Email Capture, users should not use the Gainsight Assist (Plugin) or BCC email tag which may cause duplication of logged emails. For more information on how to uninstall plugins, refer to the Gainsight Assist Outlook Add-in User Guide article.

How can I restrict certain external (non-automated) emails from being logged?

For CS only users, an email domain can be restricted using the Domain Exclusion setting, which does not log any emails to or from that email domain. Emails from individual mailboxes cannot be restricted.

Can an auto-captured email be deleted from the Timeline?

Yes. The Owner, Admin, or any user with delete permissions can delete an auto-captured email from the Timeline. Deleted emails can be restored from the Recycle Bin, but they may need to be manually deleted from the bin as well. The Recycle bin gets purged after 15 days.

How does AI Follow-Up & Auto Email Capture toggle control AI Follow-Up for meetings and Auto Email Capture?

The AI Follow-Up & Auto Email Capture toggle must be turned on to sync both emails and meetings for the AI Follow-Up and Auto Email Capture features. If this toggle is off, the Configure option in Integrations remains inactive. If the connection was already established, turning the toggle off disconnects meeting and email integration. Set up the configuration again after turning on the toggle.

We are already syncing meetings and want to also sync emails into our system. What should we do?

If you were already syncing meeting insights through AI Follow-Up, those existing video conferencing integrations continue to function.

To activate both email and meeting sync, Gainsight recommends establishing the Email + Meetings connection first. Upon successful connection of the Emails + Meetings, the previous Meeting connection gets automatically disconnected.

How are emails captured and logged into Timeline?

After you authorize the app and connect user mailboxes, Staircase AI captures all inbound and outbound emails that meet the defined criteria.

The captured emails are then processed in batches and synced to the Gainsight CS Timeline.

I have already set up the Staircase AI security group in Microsoft. Why are emails from some users still not syncing?

The most common reason is that those users are in a sub-group (nested group) inside your Staircase AI security group, rather than being added directly to it. Even though they appear to be in the group, Microsoft's app access policy only recognizes users who are direct members of the group it was configured for. To resolve this, Gainsight recommends adding all the users to the main security group.

What happens if an email thread includes authorized users from Staircase AI but none of them are licensed in Gainsight?

The email will not be synced to Gainsight Timeline. Since the Activity Owner field must be assigned to a licensed user, the sync requires at least one user who is part of the authorized group in Staircase AI, as well as holds a valid Gainsight license.

Can unlicensed users or external collaborators be listed as Activity Owners when emails are synced?

No. Gainsight does not support internal collaborators or unlicensed users as Activity Owners. Only fully licensed Gainsight users can be assigned to the Activity Owner field, which means any email thread lacking a licensed user will be excluded from the sync.

How can we identify and clean up duplicate Timeline activities if they do occur?

Duplicate activities created by different systems can be distinguished using the Source field on each Timeline activity. This field indicates which system created the record, allowing you to filter, review, and remove duplicates systematically. To prevent recurrence, it is recommended to enforce user list exclusivity between Auto Email Capture and your external CRM sync configurations.

How are responses to Group Send and Journey Orchestrator emails captured in the Timeline?

Group send emails and Journey Orchestration (JO) emails are logged as a separate activity type in Timeline, distinct from standard email activities.

When a customer replies to a Group Send or JO email to an authorized mailbox, the response is automatically synced to the Timeline. However, replies are not linked to the original outbound activity and each reply is logged as an independent activity and is not threaded back to the original Group Send or JO email.

If a customer or user sends multiple follow-ups within the same thread, those messages are grouped together but remain separate from the original Group Send or JO activity.

Since replies are logged independently, you may need to filter them separately in the Timeline using the subject line or content search.