Discuss Gainsight Products

Hello, on the Category tab of the Tabs widget there is a Mark all forums read link at the bottom which has a URL with the path below./member/markAllForumsAsRead It appears from this post that there used to be a similar link at the bottom of the category page that was scoped to that individual category. This was apparently at a time when there was pagination instead of show more and the link is now gone. So, two questions, is there a way to restore this link. I have looked through existing widgets but couldn’t find it included anywhere. Failing that the /member/markAllForumsAsRead link appears to be an actual link that eventually lands you on the home page. Is there an individual category version of this URL we can use to recreate it with a customization. For example, something like /member/markCategoryRead-[category id] Thanks

Hey friends, I'm looking to enable AI search in our community, but first, we need to run it through our compliance team to make sure everything checks out. If anyone has gone through a similar review, can you share some of the obstacles you faced so I can get ahead of them on my side?

This post is coming out of an internal conversation between ​@Graeme Rycyk & ​@jennyweigle and we felt like it was a perspective worth bringing here, to the people who actually live and breathe community and use AI almost every day.So here it is. And we'd genuinely love to hear your take! Picture this: a member asks a question about your community. It gets answered - clearly, correctly. But somewhere further down the thread, someone drops a follow-up comment raising a concern. And it just... sits there. Someone picked it up, but the loop never closed back on the thread and it got closed elsewhere. Now imagine an AI tool - one of your customers' internal tools, maybe, or their team's AI assistant scraping that thread for an answer. It doesn't know the context. It doesn't know that the concern was a one-off, or that it was informally resolved somewhere else. It sees an open, unaddressed reply and treats it as fact. The way AI reads a community thread is not the way we doWe read a thr

Hey,We have a post in our community that we'd like to make visible only to moderators. Basically we don't want the rest of the community to see it until we decide what to do with it. However it seems like it is not possible to send an already published post into moderation, right? How do you do then? Mark as spam? Move it to a private category?

Based on popular feedback, we are changing how we release new features and platform improvements to your community. Instead of rolling out changes immediately, we are giving you the opportunity to preview and test them before they go live.To support this, we have expanded the Open betas page in Control to include Feature previews.Here's what you can expect:A toggle you control. Front-end changes now arrive switched off. You decide when to turn them on. Somewhere safe to test. Enable the preview on your sandbox, see what it does to your styling, fix what needs fixing, then enable it on production when you're ready. A clear deadline. Each feature preview stays active for a limited period of time. After that it becomes standard for everyone and the toggle goes away.What counts as a previewNot every release needs this, and wrapping all of them in a toggle would just be noise. A preview is for changes that could interfere with work you've done: member-facing updates that touch front-end str

Hey we have this event coming up and we'd like to invite users to share their stories in a dedicated space. It would be open to all users of the platform, and we want to minimize frictions to post. Has anyone done something like this? Any thoughts on which option to use between opening dedicated Tag, Community Category, Group, or something else I haven't thought about? I am leaning toward the dedicated Community Category and limiting to a specific post type.

Join us on Wednesday, September 23 at 10:00 AM EST for a 45-minute session where we’ll walk through what’s new, show how these updates can help your team work smarter, and hear directly from the team that built them. They’ll also share live demos and answer your questions in real time. Save Your Seat for Our September Release Webinar →We'll cover:New Timeline capabilities that automatically map meetings and emails to the right product-level Relationship. More flexibility across Journey Orchestrator, form layouts, reporting, Gainsight Home, and more. New stakeholder engagement, relationship strength, and key account changes directly in C360 and P360, so CSMs can quickly understand where relationships are strong and where attention may be needed. Bring Staircase insights into Copilot and MCP to answer account-specific questions with real customer contextCan't make it live on Wednesday? Register anyway and we'll send you the on-demand recording later in the week!CC ​@Andrew Brown 

Has anyone custom coded their community to have a Dark Mode? I was thinking about trying to tackle this with the help of Claude. I wanted to ask here first to see if anyone has completed this and how they accomplished it.

We have multiple gated “microcommunities” on our community site, each with its own custom role. Is there a way to target an email campaign so that it is sent based on a user’s last activity date for one of their custom roles?For example, let’s say a user is in Community A (with custom role A) and Community B (with custom role B). The user was active in Community A in June 2026, and active in Community B in July 2026. Is it possible to send an email campaign that will include this user because it targets users who haven’t been active in Community A since June, even though the user has been active in Community B in July?I hope I’ve explained this well. I think my question focuses on if it’s possible to refine the “last activity date” in combination with a specific custom role. Thank you!

I’m running an internal session with our Gainsight Admins to review how we can level up our instance, and I’d love to tap into the community’s experience.For those of you using Gainsight in your CS org, which functions, features, or workflows have delivered the most impact?I’m particularly interested in how teams are optimising dashboards, CTAs, email integrations, and health scorecards — but keen to hear any high‑value setups you’ve implemented.What’s been a game‑changer in your Gainsight environment?

Hey Gainsight Community! 👋Thank you to everyone who joined us for PX in Practice | Session 02!It was a great opportunity to explore how product usage data can help Customer Success teams move beyond assumption-led renewal preparation and build stronger, evidence-led customer conversations.In this session, we demonstrated how Gainsight PX can help identify adoption gaps, uncover renewal risks, and turn product usage insights into actionable customer engagement strategies. What We Covered:1. Product-Led Growth and Customer RetentionWe revisited the four pillars of product-led growth—onboarding, adoption, retention, and growth—and explored how each contributes to long-term customer value and renewal success. 2. Moving from Assumptions to EvidenceOne of the key themes was the importance of using product usage data to complement CSM intuition. A positive QBR or an engaged champion does not always reflect healthy product adoption across the account.Gainsight PX helps uncover these blind spo

Two questions about the pop-up that appears when hovering over a member’s profile image in a post:Can you adjust this to display the About tab by default instead of the Badges tab? Can you adjust this to also pop-up when hovering over the user’s username, not just the profile image? 

Thanks to everyone who came to the MCP Deep Dive last week, if you missed it your can watch back here. The question I got most afterwards was some version of "okay, but what do I actually type?", so here are the prompts I'd start with, plus a few things I learned the hard way while building the MCP and planning the Deep Dive session.If you haven't connected it yet, follow the steps here. Worth knowing up front: the analytics and admin tools need administrator or community-manager permissions, and everything is read-only so there's no tools the MCP can post, edit or delete to your community. Start here: ask it what it can do What can you do with my community data? Go through the tools you have access to and tell me what question each one answers. Do that before anything else. You'll get a map of the thirteen tools in plain language, and you'll spot two or three things you didn't know you could ask. Then follow whichever one sounds most useful to you. Prompts worth trying Each of these w

Hey we’ve added a custom footer via the Inline Custom Code option, which nicely displays things like our logo under the default footer.However, this custom footer disappears on the login page (our community is private).is this intended? If so, what is the reason behind it?I know I could inject it via 3rd party script but I find it a bit to be cumbersome knowing there is a custom footer feature/interface for this...

Someone asked me for a document on how the URLs are structured in Gainsight CC, so here it goes:Every URL in a Gainsight Customer Community is generated by the platform from the content title plus an immutable numeric ID. Admins never hand-write paths. Understanding the shape tells you what is stable, what is editable, and what will break if you change it.The one rule behind almost every URL/{title-slug}-{numeric-id}Slug — auto-generated from the title at creation: lowercased, spaces and punctuation collapsed to hyphens, non-Latin characters preserved and percent-encoded (for example /groups/gainsight-japan-日本コミュニティ-182). Numeric ID — the permanent database identifier. This is what actually resolves the page. The slug is decoration for search engines and humans.Pattern by content typeType Pattern Live example Category /{slug}-{catId} /customer-success-cs-15 Community topic /{cat-slug}-{catId}/{slug}-{id} /all-about-pulse-8/pulse-europe-2026-is-so-close-31686 KB article

Customer risk rarely appears overnight. Warning signs often emerge months before renewal through declining adoption, stakeholder changes, negative sentiment, or unresolved support issues. The challenge is recognizing which signals matter and acting while there is still time to recover.During our From Red Flags to Renewal webinar, we explored how Customer Success teams can use Gainsight CS to transform early warning signals into consistent and actionable renewal strategies.A Practical Framework for Managing RiskWe introduced a five-stage operating model:Detect → Diagnose → Prioritize → Act → Monitor and RecoverThis approach helps teams move beyond static health colors and focus on meaningful changes in customer behavior. Automation can identify and route a signal, but human judgment remains essential for determining whether the risk is material, diagnosing its root cause, and selecting the right response.The webinar examined four common risk areas:Adoption risk: Declining active users,

I cannot find a documentation to confirm whether this email is sent when a new profile is created.  

We noticed this week that points are suddenly displayed on a user's profile. When was this introduced?I can't find any other posts about this. And even the search AI here claims that this is not an option:  We would like to remove or hide this on the profile pages. Is there an option for this in control? If not, what is the code for this so we can hide it with custom css. Additionally, can we reset these points somewhere? We would like to start fresh.

Hi everyone,I’m helping a small team explore light, flexible monthly support for basic business/ops tasks (nothing full-time — more of a recurring side arrangement). They’re looking for someone based in the U.S. who might already be in the CS/ops space and open to occasional help.Before I share any details, I’d love to hear from the community:Has anyone here taken on small, recurring side support for early-stage or small teams while staying in CS/ops roles? Any tips on structuring these kinds of arrangements so they stay sustainable and professional?Happy to share more context via DM if useful, or point people toward the right contact if it feels like a fit. Thanks in advance for any thoughts!

Hello everyone!You've spent the last few weeks building your first courses, working through learning objectives, and planning your catalog.Before you move into the Go Live phase, it's worth zooming out and thinking about your overall content strategy.Are you building long-form courses, short microlearning modules, certifications, or a mix? When you launch, how much content do you expect to have available for learners? Has your approach shifted at all since you started - did you plan one thing and end up doing another?We’d love to hear your approach below!

Happy Monday All, Has anyone managed to use the custom roles in CC for segmentation and Grouping in Skilljar? 

I’ve been optimizing our customer health modelling inside Gainsight and wanted to share a lightweight automation framework that’s helped reduce manual risk reviews while improving predictive accuracy.Over the past quarter, I built a Customer Health Automation Framework using Gainsight’s native objects — Usage Data, Timeline, Success Plans, Scorecards, and Renewal Center — to create a dynamic, multi‑signal model. The goal wasn’t a perfect score; it was a predictive one that drives action.The 3‑Layer Gainsight Model1. Product Utilisation Signals (via Gainsight Adoption Explorer + Usage Data) Feature adoption depth Workflow completion frequency Time‑to‑value milestones These feed directly into automated scorecard measures, giving us early‑warning indicators without manual data pulls.2. Engagement Quality Indicators (via Timeline + CTAs + Success Plans) Executive alignment (logged via Timeline) Responsiveness (email + meeting activity) Participation in Success Planning We used Rule

Is it possible to disable private message for all end users? Or entirely? I’ve come across other posts that indicate this is possible but haven’t yet found the way to do it. Is there a setting in Control for this?