Unanswered questions

Hey we have a couple of ongoing email campaigns and the stats allow you to see the delivery rate percentage, so the amount of emails  that were not bounced. When you click on the stat you'll get the list of recipients for which the delivery was successful, but is there a way to get the opposite? The list of emails that were bounced?

We have a holiday this month. Therefore, we have adjusted the hours for certain channels to accommodate the holiday, allowing our team some time off. Please find the modified schedule below. February 16, 2025: Live chat & phone support disabled. Delayed response time on non-urgent issues. Staffed 24 hours.

Hi all. We’re new to Gainsight and coming from a heavy reliance on Khoros Care to manage community conversations. The moderation tools on Gainsight are great but I was wondering if anyone else coming from Khoros had figured out a way to “Snooze” a conversation for a period of time or any alternative to that functionality. Thanks!

Hey there :) I was wondering, if it is possible to set an automation to revoke Badges from Users.For example: If there are different lvl for Badges, like a progress: Commentator lvl 1  Commentator lvl 2 Commentator lvl 3Is it possible to set an automation for when the user reaches the lvl 2, a trigger revokes the lvl 1 badge to prevent a wall of badges in some users profiles? Just like the ranks work.Thanks for your help. :D Regards,Paul

Hi everyone,I’m still getting familiar with how ideas and forums work and wanted to understand something I’m noticing. When users create an Idea, they only select a Product Area and don’t choose any Community category or forum. We’ve usually seen Ideas stay within the Ideas section, but recently we noticed a couple of Ideas appearing under a Community/Q&A forum.I’m curious how Ideas get associated with Community categories in this case, and whether this is expected behavior or something driven by roles or backend logic

Hello,  We are using Company person report and share with via Spaces with a customer. We set up permissions to allow customers check Active : true or false status. If we access customer account in preview mode or from the customer account, it’s not possible to edit the Active field. Could you please suggest. 

学園の「通学できるコース」にGainsightを導入し、カンパニー=生徒個人として運用をしています。コースは年4回退会が可能なため、在籍生徒：アクティブ退会生徒：離反（別コースへ移動する場合/転学など学園自体からいなくなる場合）とステータスを分けているのですが、「非アクティブ」ステータスも含めて他に使い分けができないか模索中です。 何か良い運用方法があれば他社様も含め教えていただけると嬉しいです。

Hello Community,  Currently on my 3rd implementation with Gainsight but never used Teams for call recording to be integrated with GS caller intelligence into timeline/ Staircase. (previous integrations have been with Gong).  Has anyone found a way to have Teams calls configured to automatically record all CSM calls like you can with Gong, Clari, ect?  Our IT admin says Microsoft changed their policy and doesn’t allow this set up.   Can anyone confirm or provide more info here?

We have content that is relevant to a user group, however, also of interest to the broader community. Is it possible to allow a post to be shared in more than one group or category? Thanks

Hi! Looking to see if we can remove the date from Idea’s ONLY - not on KB guides… 😁  

Hi team! i am observing fullstory integration displaying as enabled on our org’s PX account. It’s giving me an option to select the PX tag where i want it to be enabled. can someone help me understand if turning this on will initiate capturing session recordings or there is more work to be done to enable this? What i am seeing in admin console  

Hello! I want to send members an automatic direct message when they’ve been a member for a certain period of time (ie 2 weeks, 1 month, 2 months, 3 months...)I can’t figure out how best to do that...

Hello, we are setting a rule to trigger CTAs when we get an NPS Detractor and that survey response has comments.As for now, our NPS Survey is coming from an external source and the Improvement (Comments) field is a rich text one.When preparing the rules the dataset has all information we need :  But when going into the criterias, the improvement (comment) field is not showing, everything else is.HTML has already been disabled.Is there a workaround?

There is a great baseline analysis in Staircase AI titled ‘Accounts dark’.  It would be helpful to export or allow this data set in data designer to develop an audience for JO programs.  Use Case:  Identify the accounts that we have not reached out to, or have been unresponsive as a target audience for a webinar and to drive specific messaging (around capabilities, value, adoption, etc.).

Hi,  We are starting to use Spaces, and customers should have access to Success Plans and Attachments.For Success Plans, customers should have view-only access (no editing permissions).For Attachments, customers should have the option to upload files. Is this possible?Thank you for your help.

When I look at the Feedback tab on a user’s profile in PX, I typically only see the most recent 1-3 survey responses or feedback events. However, I’ve noticed that some of the users I’ve looked at recently have definitely had more activity than what I’ve rendered. For example, one user has responded to NPS in each of the past 3 quarters. Adjusting the time frame on the activity timeline on the page does not seem to change what I see in the Feedback tab. Is this a known limitation? If so, what’s the time frame that is rendering? 

I was looking around analytics today for a heatmap, activity be geo region, ect for users/visitors. I didnt find anything and used to utilize this on another platform. I just wanted to be totally sure I wasn’t missing anything. Hope I am😅

100 percent of the time if i try to build an email template, the preview comes out fine but the actual test email that gets sent the formatting is all off, Fonts, Sizes, Spacing, text colors… nothing matches what i actually designed. Will the template editor ever get fixed?

Hi Team,The AI Expansion Analysis is generated by identifying potential expansion opportunities through the analysis of customer communications and surfacing actionable insights. AI expansion analysis featureBut, here is a request to the expansion analysis to regenerate every week, giving them an up-to-date picture of what’s going well in the account and where/how we can upsell. Is that possible?

Hi there! I’m building out my reporting and would love to know what data everyone captures for their dashboards beyond the built-in engagement dashboard from Insided with monthly active customers.What data do you track from your community?

While I understand the Community has email campaign functionality, I’d like it to be automated so I am looking at the possibility of using Salesforce (we already have the integration setup) to accomplish the following…Build a flow once a customer has posted/commented  1st time is a celebration to encourage contribution 2nd is maybe pointing them to other posts that need some love or are hot topics 3rd is to say they are on fire and to invite them to the champion program

We create a lot of articles for our community. I can follow the metrics at a general level, but not at the author level. We want to know how each content creator’s content is performing.There is no easy way to track this, and I don’t want to work with Excel exports.Then I got an idea:I create a custom role for each content creator. For example: 10 Content Creators → I create 10 custom roles I assign each role to the corresponding creator Finally, I sort Analytics by Author → Custom User Role  The problem is that when I select a custom role from the drop-down menu, there is no data to display. I have tested different time frames and several roles. I also tried adding a Content type filter.Still, there is no data to display.Then I went to the new dashboard, as someone suggested in this thread:  But there is also a problem: I can’t find the custom roles I just created.  Any ideas on how to easily monitor how content creators and their articles are performing individually? Maybe I create A

Hi all!I recently read Richard Millington’s piece on “community hygiene” and how the long-term value of mature communities increasingly depends on AI tools surfacing the right answers, not just popular ones: Bad Community Hygiene Is Starting To Cause Big Problems. One part really stuck with me: the idea that AI needs clear signals of truth/authority, structured information, and freshness signals to avoid confidently surfacing outdated or conflicting guidance That sent me down a rabbit hole on our “Best Answer” behavior, and I’d love advice from folks here.What I’m trying to understand (AI surfacing + “Best Answer”)When an AI assistant (ChatGPT, Google’s AI experiences, in-product community AI, etc.) pulls from community threads, how much does “Best Answer / Accepted Solution” influence what gets surfaced? A bit of context on us: we’re a B2B SaaS community made up of customers, with a Support team helping moderate and answer product questions.Today, roughly half of our Best Answers are

What tool is everyone using for the exit survey? Or are you even still focusing on exit surveys/deflection surveys? 

We are rebranding our online store and have years of articles where it is referenced. We have gone through and decided which articles are still relevant and which are not, and there are still a lot where the old name is referenced that we need to change. Is there a quick way to do this? Like find all mentions of x and change to y, community-wide?