Discuss Gainsight Products

For the new Analytics Dashboards in the Gainsight CC product, can anyone tell me if the metric measuring “Topics Created” includes both Questions and Conversations?

Dear community,we frequently host webinars that are open (or semi-open) to the public, and I’ve noticed that many attendees join with AI note-taking tools alongside them. Since we already provide recordings, I’m not entirely sure what additional value these tools bring in this context.I’d love to get your perspective- how do you handle AI note-takers in your webinars? Do you have any guidelines or restrictions in place, or do you allow them without limitations?

Have questions about Staircase AI?We're thrilled to announce Office Hours sessions open to all Staircase AI customers, and we'd love to see you there!Here's what you can expect:💡 Live answers to your Staircase AI questions from the people who know it best🤝 Real conversations with fellow users about what's working (and what's not)🚀 Practical tips and strategies to unlock more value from Staircase AI 📅 When: Wednesdays at 11am ET🔗 Register Today No matter where you are in your Staircase AI journey, whether that’s just getting started or already a power user, Office Hours is your space to ask questions, get hands-on guidance, and learn from the community around you.Come with your questions, your challenges, and an open mind. We look forward to seeing you there! 

What are the best APIs for this? 

Over the past year, we've made significant enhancements to the Product Experience Knowledge Center Bot (KC Bot) experience, with even more improvements on the way in 2026. The new name, In-App Hub, reflects what the tool has become and makes it easier for you to communicate its value internally Our team has been updating the name across the Gainsight community, website, and product to make this transition seamless for you. You may see "In-App Hub (formerly KC Bot)" in older threads and help docs — that's intentional, to bridge the gap while the new name takes hold.We are very excited about the new In-App Hub name and more  improvements to come!If you have any questions about the new name please comment below! 👇

 CS March 2026 On-Demand Features Release Notes Update!The CS March 2026 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 API Documentation (New)Journey OrchestratorEdit an Advanced Program (Updated)SurveysSurvey Properties (Updated) Thank you!

We are launching Spaces soon and have a couple of questions:Customer Logo in Spaces - How does a customer upload a logo? I have uploaded our logo but am not able to view it in preview mode or see how a customer will update their logo. Customize Spaces Header - Will their be a way to standardize a Welcome Header for our CSMs to modify versus creating from scratch every time?Will the documents feature be accessible in Spaces? When will the Customer Goals and Metrics be accessible in Spaces?

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? 

Hi everyone,I’m looking to refresh our community rank structure and could use some fresh eyes.Even though our community is active, very few members are leveling up to the mid-to-high tiers. Looking at our current setup (see attached), does anything stand out as a potential barrier to entry?If you’ve recently overhauled your ranks or found a "sweet spot" for point thresholds, I’d love to hear your thoughts or see how you've set yours up! 

We have a JO set up in Gainsight CS that triggers a PX engagement for renewals. Internal process:JO trigger engagement for past due renewals Audience rules in PX set to only show for those in the “PO Sent” statusLet’s say 3 months pass and the person never logged in during that time period. They have also paid that PO since the engagement was triggered. Then a new PO is created for the year, and they are once again in the “PO sent” status. Technically, they would qualify to see the engagement since they meet the PX audience rules once again.  So my question is, can we set some sort of audience rule to say “If they have not seen the engagement within X days of being triggered via JO, remove from engagement?” Or is there another way of looking at this?

I’m sharing a hidden group invite link to customers who haven’t registered in my community. The UX isn’t great as the person will be shown the ‘You dont have access to this page’ placeholder - not the most welcoming first impression!Any way I can change it so it displays our Community Homepage in the background instead?!Thanks  

Hello Community Experts, We would like to integrate with our Jira tool and also our Litmus training tool. Would really like to chat with folks who have gone through the configuration process. Jira- although there is a GS integration tool this is a pretty complex integration considering all of the  customization from most companies to adapt to their internal needs.  Litmus- there isn’t an OOTB integration at this time so would like to understand the level of work required for other teams to implement. Thank you for looking, Sara 

I'm trying to find a better way to manage our help center and onboarding materials. We’re pushing UI updates so quickly that our screenshots and video tutorials feel old within a few weeks, and it’s becoming impossible to keep up. Has anyone moved away from manual docs toward something more automated? I've been looking at using Supademo to build guides that actually follow your clicks through the app. I want to know if that's actually easy to manage long-term or if it’s just another thing that needs constant fixing. I'd love to hear how you guys keep your documentation accurate.

I’m finally exploring my first use case for the in-app hub (formerly KC bot). I have some documentation I’m hosting in the hub via hosted articles. I would also like to leverage the CC integration. If I enable the pre-built Search widget and set up the CC integration, will it also search the hosted articles in the other widgets? 

We are planning to allow customers to view and create zendesk tickets from community. Has anyone tried this? I am interested in impacts on customer engagement, experience and also ticket deflection. Thanks

Hi, I'm trying to create an KC article as card that invokes a chat bot.  Any recommendation on how to do this? I dont know what to use hyperlinks as the experience is not great. We have tried doing onclick event, but it appears this is stripped out from the KC article.  

Hello, My team is working on a new knowledge center / welcome engagements for one of our products.  In the welcome engagement, we are welcoming first time users and giving some detail on the product.  From there we are utilizing a CTA to use the knowledge center which is at the bottom right hand corner. Is it possible to target a custom event, or link that we can assign a CTA button within the welcome engagement to actually launch the knowledge center into an open state?  Having that functionality would be so impressive as it would make the engagements seem like they interact with one another for a good experience.   I appreciate your help in advanced.  Thanks!

Hi - We’re seeing instances of the Knowledge Center being available after logging out of our application. We’re not seeing it consistently so I was curious if others have experienced this. 

The knowledge center bot is always in the way, no matter where I try to move it when I am in Gainsight. I do not need it to always be present on the screen and sometimes it becomes extremely annoying when it blocks something I need to click on or see. Please give us an option to turn it off or keep it hidden across all pages within the platform. 

 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.Expected Behaviour:Guide B should not re-trigger when the KCBot is clicked, especially if it has already launched during the session.Troubleshooting Attempted:Verified that the guide is set to “automatic” and “on page load.

What’s this then? <div role="button" aria-label="Knowledge Center Bot, also known as KC Bot is an onboarding assistant that allows you to see the list of onboarding items in one place for quick and easy reference. This improves your in-app experience." tabindex="0" class="dragging-handle"></div>  

Can we create a new custom tab in KC bot?

We have a custom UI and I wonder if there is a way to not use a KC badge at all and trigger the KC popup with JavaScript directly from our app?Thanks

Hi Everyone, I’m looking to see if anyone has come across this issue before. My web based product uses a login screen and I wish for the KC bot to displayed there as well as in the product. However, this does not seem to be happening. I included the login URL to the “activation” section in the bot editor but no luck. Has anyone been able to get around this issue? Thanks!

I am facing two of these related issues with the onboarding checklist for KC Bot:Currently, Gainsight allows engagements/articles to be a part of the checklist/progress tracker for onboarding in the KC Bot. However, I would only like to mark a step as complete when users actually complete it (instead of just finishing the engagement), which could be checked via a user/account level attribute being sent to Gainsight.Since many of our existing clients have completed some of the onboarding steps, I’d like these steps to already be marked as completed when they open the KC Bot, instead of them being marked as incomplete and them having to go through an engagement to check them  off which wouldn’t make sense.Do let me know if there are any solutions to these problems as they are preventing us from launching a bot that will help with activation.