Gainsight CC: Get Ready for Messages with Reporting and Optional AI Moderation

Private messages are becoming Messages, and your members and moderators are getting new tools to report and review unwanted messages. These changes go live for all communities on November 18, 2026, so you have three weeks to prepare.

Why we’re making this change

Gainsight wants to prevent anyone from abusing private messages to send spam and phishing links to community members. Reporting and optional AI review give your moderators visibility into a channel they couldn’t see before.

Here’s What’s Changing

Private messages are now Messages
The feature works the same way. Only the name changes.

Member reporting
Members can report a message from another member during a conversation. A reported message stays visible in the conversation until a moderator decides to remove it.

New “Reported Messages” page in Control
Reported messages appear in one place where moderators can review them and either delete or resolve each one. Moderators see message content with personal information redacted using rule-based detection, not AI.

Optional AI review with the Moderation AI Agent
The Moderation AI Agent can review Messages and flag inappropriate ones. Flagged messages appear on the same “Reported Messages” page. 

How AI review of Messages works

AI review is opt-in and off by default. We won’t review any messages in your community unless you turn it on.

• Both the Moderation AI Agent and the Message Moderation toggle must be enabled.
• The agent uses AI from Gemini or OpenAI, depending on your configuration, to decide whether a message is appropriate.
• The AI receives the full message, including any personal information it contains.
• Message content is not visible in the UI after a decision has been made to remove it.
• Only the moderation team can access reported messages in control. 

Timeline

• October 28: This announcement. Changes are visible in the Gainsight Community so you can see them in action.
• October 29 to November 17: Your preparation window.
• November 18: Everything above is live in all communities. (AI review will be opt in).

What we recommend before November 18

1. Decide whether to turn on AI review. If you do, tell your members before it goes live, not after.
2. Review your privacy statement. If you enable AI review, consider disclosing that message content may be processed by AI to enforce your rules, along with the purpose, human review, and retention.
3. Review your terms and conditions. Consider stating that messages are subject to your code of conduct and to automated moderation if enabled.
4. Review your community guidelines. Consider telling members in plain language that Messages are covered too.
5. Update internal docs and support macros that say “private messages.”
6. Brief your moderators on the new “Reported Messages” page.

We can’t give legal advice, so please check these updates with your own legal team. To make member communication easier, we’ve prepared a customizable template (attached as a PDF) you can adapt for your community.

💬 Have a question for ​@Yoeri and his team? Drop a comment below!