Discuss Gainsight Products

We are a Skilljar customer and are excited at the possibility that our training engagement data is going to be available inside Gainsight to help determine company health scores and create CTAs. Is anyone using this feature now and if so, I’d love to pick your brain to see how you’ve linked your accounts. Thanks in advance! 

I know that SuccessPlan is not currently an object that can be edited inline in reports, but are there any plans to add it in the future?Also, is there a way to easily edit SuccessPlan custom fields on multiple records?I have another question regarding inline editing.The URL below lists "Low-volume custom objects" as objects that can be edited inline in reports, but what kind of objects are they specifically defining?＜Official URL＞https://support.gainsight.com/gainsight_nxt/Reports_and_Dashboards/User_Guides/01_Create_and_Share_Reports#:~:text=Enable%20Inline%20Editing,-To%20enable%20inline&text=editing%20in%20Reports%3A-,Navigate%20to%20Insights%20%3E%20Reports.,the%20Enable%20Inline%20Editing%20toggle

Last weekend we had an user spamming several community members through private messages (DM). Fortunately, a super user contacted us in the evening to let us know he received a spam message.Is there a policy with regards to sending several private messages to different users within x timespan? For example, when sending x messages to y users within x time the DM-feature is temp. disabled (freeze) and the moderator notified?It would also be great if the moderators would receive a notification/alert when an user is sending mass DM’s.

Hello again 😅I’m currently working on getting my product marketing team to post product release notes and other announcements. What type of access are you giving them in community? 

Hi! We are in the processes of setting up the ideation module in our community. We are currently testing it in sandbox. When I test post an idea (as a user) I get a notification saying my idea needs to be approved by a moderator. Is this because it is in sandbox or do all ideas need to be approved by a moderator?Also, we are planning on slowly rolling out the products you can leave ideas for. Is there a way to make the idea areas different from the product areas drop down? 

Hello All, I am using https://api2-us-west-2.insided.com/user/{field}/{value} this api from third party tool  to get user ID of the user so when I am trying to execute it then it is giving me internal error. Attached is the screenshot of the same.Please suggest what shoul I do to resolve this issue. 

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 solutions to this problem?We’d love to hear fro

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 Copilot Sample Use Cases and Queries for Copilot by PersonaComing Soon! Capabilities of Key Definitions  Copilot Best Practices and Known LimitationsGainsight AI Agent in SlackEnd User Guide for Gainsight AI Agent Admin Guide for Gainsight AI Agent FAQs for Gainsight AI Agent Sample Use Cases and Queries by Persona for Gainsight AI AgentJourney OrchestratorGainsight Managed Opt-Out Settings Custom Opt-Out Setting for Global-Opt-Out Custom Opt-Out Setting for Opt-Out Categories  Email Opt-Out Preference APIs Redesigned Advanced ProgramData ManagementSelect Live Objects in Snowflake Zero-Copy IntegrationConnectorsSnowflake ConnectorFor detailed release information, refer to the CS On-Demand Features Release Notes Sept

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?  

Join us for a focused webinar on leveraging Gainsight's Journey Orchestrator to revolutionise and scale your Digital customer success. Date and Time: Thursday 29th August at 11AM BSTRegister HereWebinar AgendaElevate the digital strategy with  Journey Orchestrator Leveraging Journey Orchestrator for Customer Success Exploring Different Outreaches with Journey Orchestrator  and End-to-End Solution with Journey Orchestrator Q&A and Interactive DiscussionPresenters:@avaid @Sowmya Vemprala @vmallya 

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, especially the "Configuration Setup" guide that has so many steps. I’m not sure how to configure a single item to track progress across 11 different guides.Any advic

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? 

Gainsight has now added Viewer+ Analytics (paid) license which enables all stakeholders (such as Leaders or Sales persons) to better understand trends in your customer base with access to actionable insights that span your entire book of business. Users with this license can access additional features (than Viewer licensed users) such as Horizon Analytics Dashboards, CX Center (if purchased) and Renewal Center’s Analyze View (if purchased).IMPORTANT: Viewer+ Analytics license type only works with Horizon Dashboards. As an admin, you must migrate your tenants to Horizon Analytics in order to leverage this feature. Contact your Account Manager for pricing information of Gainsight license types. Business use case: Leaders or Sales persons want to access insights on the overall status of their customer base, or segments of customers. Admins can assign them this license type so they can view these insights through Dashboards, CX Center (if purchased) or Renewal Center (if purchased).Note: A

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?