CC Newsletter July 2026

Topic pages now support threaded replies up to three levels deep, so related exchanges stay grouped and long discussions are easier to follow. Dual reply editors, paginated nested replies, and an expandable input keep the experience clean as conversations grow.

You can now add up to three suggested questions to your community search banner. When a member clicks one, the full-page search opens pre-filled with that query, helping them skip the typing and get straight to the answer. Configure your suggested questions in the Suggested Questions field in Destination.

If you're running AI Answers in your community and looking for a more powerful, conversational alternative — the Forethought AI Agent integration is worth exploring.

Unlike AI Answers, which generates summaries solely from your community content, the Forethought AI Agent connects to data sources you configure through your Forethought account. That means you control what the agent knows, how it responds, and what escalation workflows are available — including support ticket creation directly from the search experience.

For community members, it means:
• Conversational AI answers with multi-turn follow-up questions
• Clarifying prompts when a question is ambiguous
• Structured, summarised responses drawn from both community content and your configured sources

The full setup guide — including prerequisites, configuration steps, and how the community user experience works — is available in the CC Knowledge Base.

Read the setup guide

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Are your community posts being picked up by AI tools like ChatGPT, Perplexity, and Claude? The Gainsight CC team has built two downloadable Claude skills to help you find out — and act on what you learn.

Skill 1: AEO Readiness Analyst — upload your community topic export CSV and get a structured health briefing: answer rate, tag coverage, content freshness, and an action list. Add a mark-as-answer export and it adds time-to-resolution data too.

Skill 2: AEO Citation Tester — reads your topic export, generates the natural-language questions real users are typing into AI tools based on your actual content, and checks whether your community shows up in the results.

Both skills are free to download and work with a Claude Pro subscription. They're designed as starting points — the instructions are fully editable so you can adjust thresholds and outputs to match your community's structure.

Download the skills and read the full post

Back in May, community member Ben Spickard asked a question a lot of CC managers had quietly been thinking about: what if you could use Claude to automatically pull themes, sentiment, and insights from community posts — and turn them into reports leadership actually wants to read?

The thread surfaced some creative interim approaches. One member was using the community RSS feed to pipe recent posts into Claude for analysis. Another was running posts through an AI text analyser via Workato or Zapier to auto-label content and trigger moderator alerts. A third team was exploring the data lake connector as a way to get non-public content like Ideas into their BI and AI tools.

Then Larry from Gainsight's product team replied with one of the best non-answers in community history: "I can neither confirm nor deny the existence of secret info... but Pulse might be worth attending."

The community MCP announced at Pulse is the answer they were all looking for. If you've been wanting to build something similar, the thread is a great starting point — and the timing just got a lot better.

Customer Communities has its own track at Pulse Europe this year. If you're running a Gainsight Customer Community, here's what's relevant to you:

• The Dig kicks off with peer roundtables before the main event, and Customer Communities is a named group, so you'll find your people immediately.
• There's also a Vibe Lab for anyone who's been building with AI—bring what you've made, no deck required.
• 40+ sessions across the main event cover what MCP actually is, how agentic CS works in practice, and real playbooks for retention and expansion.

Register Early

For five years, Gainsight has partnered with Benchmarkit to track how post-sales teams invest, evolve, and adapt. This year's Customer Retention Index expands the focus to cover AI agents, digital programs, renewal ownership, and long-tail customer engagement. The survey takes about five minutes, and your perspective helps the whole community understand what's changed and what's coming next.

Take the Survey

We are now offering weekly office hours with the CC team. Bring your questions, swap ideas with other Skilljar users, and get quick, actionable guidance. If you have a named CSM, continue to use them as your primary contact.