Discuss Gainsight Products

Hi,The Education (Northpass) link on our community currently leads to a blank page for users, and it looks like the Northpass admin back-end is down for me as well. The CE status page wasn’t showing anything wrong as of a few minutes ago, so was hoping it’s not just our site?

I have an engagement that when the qualification scope is set to Every time (paywall) the guide launches flawlessly as expected. When set to Once per visit however, the guide never launches. Any ideas on how to solve this?

Our team is currently exploring ways to track data visible within our UI using Gainsight PX, with the goal of leveraging that data as audience parameters for targeted engagements.However, due to roadmap priorities and limited engineering resources, our stakeholders are hoping to avoid the need to modify the identify call or implement custom APIs to pass this data.A common use case we’re trying to support involves users encountering various billing-related errors—for example, “denied #”, “rejected #”, etc. While we understand that unique data elements or HTML classes can be used to trigger engagements, we’re running into challenges when those sections of the code are not uniquely identifiable or the text (denied, rejected, etc) related to the number (10, 20, 30) is in a separate class, unrelated to each other. So here’s our question:Are we stuck when the UI elements lack unique identifiers in the HTML? Has anyone found creative or scalable so

CS September 2025 On-Demand Features Release Notes Update!The CS September 2025 On-Demand Features Release Notes is officially published for EU and US customers. Along with this release, the following new/updated articles have been published:CopilotCopilot Overview FAQs for Copi

Hi everyone,I’m running into an error while trying to copy-paste an article from Google Docs into the community. This used to work fine earlier, but something seems to have changed in the last two weeks.The funny part is – when I try the same thing from my local system (Word/Notepad) or from O365, it works perfectly.Is anyone else facing this issue recently? Would love to know if it’s just me or a wider problem.

Hi! I’m experiencing weird behavior when typing a private message to another user. As long as I don’t paste anything into the message, the font is nice and small. But I’d like to copy topic subjects and paste them into PM. After I do this the text becomes huge and it seems like I can’t format it. Has anyone else experienced this?  In this message above the only thing I copied was what’s in quotation marks. Everything else was typed by hand.Kind regards

In the Churn Analysis Report, are the Reasons listed standard? Or do they change over time based on what it is seeing in the system?  

Hi,recently we’ve migrated to GS and none of the subscriptions were transferred. We’ve already notified our users but we have a large number of customers who really value their user group. Since there’s quite a lot of members and all of them would like to be subscribed to the content there, is there a way we could subscribe them in bulk on their behalf? In other words, is there anything we can do to make every member be subscribed to the group without them going and doing it themselves? Thank you in advance!

Is there a way to differentiate between a Company and Child account when using Gainsight Assist in Outlook?Companies that have the same name as a Child account are not able to see which option to select to tie the email to the proper Company timeline. 

Hello Fellow Community Managers!!We’re just getting started with integrations, and Product Board is definitely something we want to evaluate. How are you all using it? I’d love to understand how this integration helps in collecting feature requests and feedback, and how it loops back to Product Managers. Any interesting case studies or insights you could share would be highly appreciated!

We have some custom user profile fields that are currently displaying in a strange format. Perhaps they’ve always been like this, and I didn’t notice! Either way, especially given that we’ve formatted the options nicely in Control, is there any way to have the front end display the same way? Profile DisplayBackend setup 

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

As a Staircase admin, or Staircase user, we are currently unable to add more filters to help us communicate the right notifications to the right people at the right time.For example, I’d like to suggest a few more options like:ARR threshold - Having the tier/segment filter is helpful, but isn’t the whole picture. We want to include a dollar threshold that allows us to filter out much of the “noise” currently being created by turning on all extremely negative sentiment notifications Topics/Products + Events - i.e. ability to notify on extremely negative sentiment only related to Product X or when a specific topic is mentioned. The feedback from our users right now is that they are getting overwhelmed with too much “noise” of feedback that isn’t relevant for them in emails. We want to help drilldown these further so that they retain their full value in being actionable and relevant for the recipient.

Hi all! I’ve looked around in the Community for this info already and while I’ve picked up a few stray threads here and there, it seems like what we’re doing is a little “wild west.” 😅🤠We’re styling a fully custom navigation/mega menu using a combo of HTML, CSS, and JS, using the custom Header, Third-Party Scripts, and CSS areas. We’re 95% of the way there in our sandbox, but are having trouble getting the search button to appear in the new nav. We can’t seem to isolate the original elements to get it to display and function correctly so that we can style it and be done with this endeavor. I’m curious if anyone has done anything like this, at least with the search specifically, and could offer tips or point us in the right direction. Thanks in advance!

Good afternoon,I'm looking for some advice on setting up a self-serve onboarding experience for new customers using Gainsight PX. I have a detailed plan, but I'm encountering a few challenges with the new Knowledge Center Bot editor.My onboarding journey consists of four main checklist items, and I'm trying to figure out the best way to structure them in the new editor: Configuration Setup: A multi-step guide with 11 individual sets of tooltips. I need this checklist item to show a progress bar (e.g., "5/11 complete") as the user progresses through the guide. Video Guide: Core Functionality: A video walk-through. Video Guide: Mobile Experience: Another video walk-through. Final Activation Step: A final celebratory pop-up. My main confusion is how to properly link these multiple engagements to a single checklist item,

Realtime checks on a new user with the dB would be really cool to haveBut till then, could someone share how can I edit the Registration form, especially the yellow highlighted part? 

When looking at the relationship details between an employee and stakeholder, the details frequent reference “average”. What is that average based on? Average compared to their normal interaction patterns, other stakeholders on the account, average across all stakeholders, the tier? And is it the same for response time, sentiment, formality, etc?    

Hello Team, We have configured the picklist in the Search Fields section along with other search fields on the Success Plan and Cockpit pages. However, the lookup searches on the Success Plan and Cockpit details pages are not returning results when we perform a search. When we remove the picklist, the searches work as expected. ​@pgeorge 

We’re excited to share three powerful updates that streamline insights, boost account agility, and make your analytics even more actionable. Patch Release Notes Here's what’s now live:Introducing AI Insights in Path AnalyzerWe’re thrilled to announce the first AI-powered feature in PX! AI Insights transforms complex user journey data into simple, actionable takeaways, helping you move from analysis to action in seconds. No more combing through long paths or second-guessing patterns; with a single click, you’ll see exactly where users succeed and where they struggle.AI Insights helps make pr

What are your strategies for highlighting events? If you have a lot of events in a week do you send a weekly “here’s what’s happening” email? Do you rely on the event subscribe notifications?  Do you send one off marketing campaigns per event?  Do you send a monthly newsletter with “here’s what’s coming this month”? What’s your go to strategy? I’m curious to see what everyone is doing.

Hi! I’m using Events to host on-demand webinars. The challenge is that the past event date still shows, which makes me worry people think it’s over instead of available to watch. I’m using Events because it’s the best way to organize and display the webinars.Is anyone aware of a way to hide or remove the date for on-demand events? Any tips would be greatly appreciated!Thanks,Stine

I see it’s possible to do via the Update a field in a user’s profile operation. And I’ve successfull set it to null, but that makes the avatars look broken: broken image for null Avatars I want to just clear any existing avatars via the automation (use case: customer churns, updating profiles to remove any personal info, etc). And I want the end result to just be the default Avatar that puts the first letter or number of the username into the avatar.default avatars 

With the release of the new Account Viewer (V2), we now have the ability to calculate and display Stickiness Scores using updated methods. Specifically, the new Account Viewer supports the following calculation types:Daily Active Users (DAU) / Monthly Active Users (MAU) Weekly Active Users (WAU) / Monthly Active Users (MAU)However, when configuring Stickiness Score widgets on dashboards, the available calculation options differ. The dashboard widget edit menu currently supports:DAU / MAU DAU / WAU Summary: There exists 3 calculation types but each of the feature areas only have access to two.MAU / MAU WAU / MAU DAU / WAUIt would be highly beneficial to have consistent calculation options across both the Account Viewer and dashboard w

Hi everyone,Our education team shares content in a dedicated section of the Hub and they are interested in changing certain aspects of the layout for their content. They asked if the following is possible (only in their section/categories not the entire community):Remove/hide related topics widget when you’re viewing a post  Remove/hide navigation when you’re viewing a postIf anyone has insight, I would love to know. Thanks in advance :) 

 Product: Gainsight PXIssue Summary:We are using Gainsight PX to trigger a guide (Guide B) via a query parameter (?showGuide=guideB) on a specific page. The guide is set to launch automatically on page load, with the qualification scope configured as “once per visit” and “ignore throttling” enabled.However, we’ve observed that when a user clicks the Knowledge Center Bot (KCBot) button at the bottom of the screen, it causes a page refresh, which re-triggers Guide B unintentionally. This creates a disruptive experience for users who are trying to access help content via the bot.Steps to Reproduce:Navigate to the target page with ?showGuide=guideB in the URL. Guide B launches as expected. Click the Knowledge Center Bot button. The page refreshes and Guide B re-triggers.