Discuss Gainsight Products

Hey fellow Community Managers,I’m working on revamping our virtual event experience to make it more community-led and impactful for our customers in terms of the content that gets delivered. I’d love to learn from you — what types of virtual events formats/content have delivered the most value in your communities? Any key takeaways, formats, or recommendations you’d suggest?Thanks in advance for sharing your insights!

 Hello,can we use the default footer options With a custom code we would write for the footer?  We would like to include a few more things with terms & conditions and cookie settings on our custom footer with branding etc. Can we use the OOB phrases and settings in that case?If yes, how do we reference them? Also do you  have examples to share?

what is the best way to change a type on a CTA after it is created?  We have some CSMs who created some with the wrong type and do  not want to lose their work but need it to reflect the right type for reporting purposes?

I have an automation set up so that users who complete a training course on our learning platform are awarded a badge on the community.But something odd is happening, and I need to know when and how a badge was awarded. So my question is, is there a system log somewhere that I can access to find out when a user was awarded a badge?  Here’s the oddity, just in case anyone can shed light on this puzzle…20250918 095900 (UTC)My automation runs. It uses the API to search for the user’s email. No matching account is found. No badge is awarded.20250918 095935 (UTC)System logs show that the user created an account.20250918 095936 (UTC)A different automation runs, confirming the user has signed up for an account.20250918 095937 (UTC)System logs show that the user logged in to the community. Basically, the user didn’t create an account until 30 seconds after my automation ran. And system logs show no private message was sent (as they would be to a badge winner). Yet, somehow, the user’s account

Hi all!Does anyone know if it’s possible to block users from certain email domains from registering in our community (outside of enabling registration approvals)? Could the Moderation AI Agent help with this? Or has anyone found another effective way to handle it?Thanks in advance for your insights!

Hi! I manage a community for a healthcare company and one of the things we are concerned about is any post that could contain PHI (personal health information). We have definitely included that warning multiple times in guidelines and on the community, but I was thinking that it might be good if we could create a Zap if any PHI is shared. I’m not sure how this would work or if Gainsight has any triggers on this, but I’d love to hear ideas from folks here.

I am working on putting together a Gainsight program to send messages to a large group of customers. At my organization, a group of a few hundred of customers are assigned a dedicated CSM. I am hoping to find a way to pull in the email address of the named account rep when applicable and cc them in the email program. Is this possible in GS and if so how would I go about doing this?

Hello!!I have recently moved into a lead role for our Pooled Customer Success Management team and hoping there may be some seasoned pros here who would be open to chatting. I want to better understand how pooled/digital success teams are operating and what tools/softwares they use alongside gainsight to be successful. Have people had success with specialized roles within the team or has this been tougher to scale. Any advice you can offer is welcomed and any cautionary tales to help avoid wasting time if it will not work. Looking forward to connecting with people :)  Thank you!

Yesterday, August 28th, we hosted an insightful webinar, Day In the Life of a Gainsight CSM: Workflows, Insights & AI That Help CSMs Scale Smarter.The goal was to showcase how Gainsight helps CSMs:Start the day strong with a personalized Gainsight Home dashboard and actionable cockpit views Prioritize accounts with AI-powered health score signals and Staircase AI relationship insights Get up to speed quickly with contextual customer data using Cheat Sheets and Timeline summaries Drive proactive engagement with AI-generated follow-up suggestions and Success Plan tracking Streamline task execution with custom Cockpit views and CoPilot-powered touch pointsFeatures We Reviewed:Starting My Day GS Home Write with AI Group Send CoPilot Prioritization & Preparation AI Cheat Sheet Staircase.AI Health Score Timeline Follow Up Tasks & Action Items AI Follow Up Cockpit - Custom Views CTAs & Playbooks Success Plans Spaces In case you would like to go back and watch the r

Hi there! Wondering if Gainsight offers any metrics on the default language settings chosen by user accounts in the community or if anyone tracks this and how? We can see what IP address/country users are coming from, but don’t necessarily know what language they’ve chosen to view the community in.

I am seeing it here as well on this Community post, see screenshot. Is anyone else having this issue?  

 Hi everyone! I am trying to change the SEO homepage description for our community.The current instructions may be outdated, I don’t have “Site identity”Customization → Site Identity  

Hello, we’re embedding 720p videos from Wistia. It keeps adding black bars to the top and bottom of the videos. What’s the cause? Should we be creating videos in a different aspect ratio, or can we make some sort of adjustment in the embed html?When I view the videos in Wistia there are no black bars. They only appear in the embedded version on our community.Example screenshots below. Thank you!  

 Can anyone subscribe to the event.Published webhook?Gives me:Error: 400 - {"message":"Bad Request","description":"Invalid event"}While adding other webhooks works fine. 

Is anyone here aware of a method to preserve html class names in articles when they are created via the API? We are encountering a limitation with the Gainsight article API and I’m curious if anyone has found a workaround. We are using the Gainsight community API to create articles in the community knowledge base based on articles that exist in our Salesforce knowledge base. The articles are authored in a separate tool, Madcap Flare, that publishes them to Salesforce as knowledge articles. From Salesforce, we sync the articles to Gainsight CC so that customers can access them.   There are a subset of articles with complicated layouts that contain class names for styling, applied in the authoring platform by our tech writers. When those articles are sent to Salesforce they retain any class names applied to html elements in the article. But when the articles are created in the community knowledge base by the Gainsight API, the class names are removed. This seems to be by design, as we ar

At mentioning users in slack can be accomplished by creating a Slack workflow and using Gainsight external actions to push relevant details to the webhook. Ensure that you have a Slack connector set up first, then create a workflow in Slack.Initiate the workflow with a webhook. Include all of the necessary variables that will be fed by the external action in Gainsight. Send a message to a personOne of the action types is to send to a person. In this action we can send a direct message to a single individual using their email address or their User Id as an identifier. The message appears as from the workflow itself.Slack action builder Send a message to a channelWe also have the option to send a message into a specified channel either via a token, or to a hard coded channel. It’s also possible in this format to at mention a specific user or multiple users.Message in slack from the workflow  External Action in GainsightOn the Gainsight side, we use the webhook address and the payload fro

Hello,  I'm encountering an issue with a Gainsight PX engagement linked to a Knowledge Center (KC) Bot. The goal is for the engagement to launch only when a user is on a specific URL, but it's not working as expected.The user has accessed the KC bot on a certain page, I want the user to be redirected to a different url when they select the checklist guide. Here's my setup: KC Bot Checklist: I have an item in an onboarding checklist within a KC Bot. Engagement: This checklist item is linked to a Guide engagement. Audience Rule: The engagement's Audience settings contain a single rule: matching url exactly Issue: When I click the checklist item while on the engagement does not appear. Since the debugger isn't appearing, I can't check the rule's status directly. This makes it difficult to pinpoint the exact cause of the failure.Has anyone experienced a similar issue? Any idea what reason the engagement would fail to launch?Thanks in advance for your help!

Hi! I know quicklinks can route directly to another URL, but is it possible to do the same from clicking on an article? I’m asking because we recently set up our product updates path, and our CMO is pushing for fewer clicks. Personally, I see value in keeping product updates as posts since they’re both searchable, filterable by release date, and customers can interact with them. Has anyone tried something similar or found a good workaround? I’d love to hear your ideas

Is anyone else getting a load of Product Update emails into their inbox, dating back to January 2025? And they just keep coming?

Hi everyone, our company uses Braze as marketing automation/email campaign tool and I’m trying to figure out how to connect our Gainsight to Braze to update lists on Braze (to create flawless onboarding and re-engagement campaigns, see more insights/analytics etc) Braze is in product list of Make but Gainsight is not and the opposite for Zapier - Gainsight is part of Zapier and Braze is not.  Wondering anyone solved this chicken-egg dilemma? Thank you!

Hi everyone!Is it possible to change the SEO homepage description for our private community? I’ve already changed it to the desired description by going to Customization → Site Identity → Meta description. However, when I search our community on Google, I notice that it still shows the standard description: On the Forum you can ask questions or take part in discussions. Thanks in advance for your help!

Apologies in advance for the essay, but this is just one issue I’ve had using functions in Data Designer caused by lack of clarity in the documentation.I am adding a formula field to a data design to convert a string field to a date field. The string field contains only dates written in the format “YYYY-MM-DD”. I am attempting to use the “To Date” function to change the data type. The documentation has only the following information on this function:“To Date: This parameter returns any string data type field or value containing date into the Date format provided by the user.Note: If the date format is not provided, the default value considered is yyyy-MM-dd.”What the documentation does not explain is how this should actually be entered into the function as it appears in data designer. I enter the name of the field I wish to convert then it prompts for “Format of Date” - it looks like I should have options to select but there’s nothing there. See below:I entered “dd-mm-yyyy” here (which

We require moderator approval for all topics and replies. Is there any mechanism in place to notify an author when their pending post is approved? When an author submits a topic, they see the banner mentioning that their post will be reviewed before going live ✅ But then nothing happens when the post is approved. No notification at all. And it’s especially painful for a submitted idea. Unless someone is regularly checking the community or ideation page, they won’t know their post is approved until someone else comments or changes its status. Is there a way to create a new system email that could help in this instance? Something that simply says, “your post has been approved and is now live”?

Hey there! Does anyone have any product utilization dashboards for CS?  I just wanted to get a couple ideas visually if anyone has something:) Thanks!

When you run a Customer Success Operations function, feedback from end users isn’t noise—it’s fuel that keeps your systems credible and useful. The challenge is gathering the feedback, managing the inquiries, and responding in ways that build trust instead of frustration.When you launch Gainsight CS—or when adoption surges after a relaunch—feedback can pour in like a flood. It’s easy to feel swept away. Your challenge: ride the wave instead of being pulled under by the flood. Not all feedback is equal. Segmenting it helps you respond effectively and deliver new solutions at scale. I’ve found it useful to borrow segmentation ideas from our Customer Success peers.In partnership with the Gainsight Education Team, we’ve built a compact Job Aid (attached to this post as a PDF) that segments feedback into three categories. For each, we outline channels, response times, and teams to involve.How-To questions Break/Fix issues Enhancement requests The impact of working with these rhythms in your