Discuss Gainsight Products

 Customer Success March 2026 The latest insights from across the Gainsight community are here. Keep reading to take a closer look at recent Copilot updates, new flexibility in Journey Orchestrator, ways to improve how your team works with AI, and a few opportunities to sharpen your skills with upcoming training and events.Let’s dive in!😀 Empower Your Teams with Copilot InsightsCSMs are managing more than ever, which leaves less time for the conversations that actually move customers forward. That’s where Copilot comes in. It’s built directly into Gainsight and gives teams quick, contextual answers about customers, product functionality, and CS best practices—and it’s only gotten more useful over the past few releases:More complete answers: Copilot now pulls from Scorecards, Success Plans, and Cockpit—not just Timeline—so responses reflect the full customer picture. Aligned to your business: Define key terms like “at risk” and reuse proven prompts with the Prompt Library, so Copilot's

Hi everyone, hope to get some help here since I’m not the most tech savvy Community Manager. My team is looking to export conversations from our Gainsight CC support community in live time. The reason is that our team wants to pull conversations so we can analyze trendy topics and questions from our community quickly and create content faster to serve our users. I’m not entirely sure what tool we’d use to house that information (discussions) but was wondering if this is something that could be done through API? I know there’s a zapier trigger and action that allows you to see conversations in Slack but was hoping we could maybe use some spreadsheet instead like Excel.Any help would be appreciated!

HI everyoneI often see additional questions being raised in the thread of an already answered question. This therefore won’t get picked up in my P2P resolution stats that I live and die by!!! Aside from manually moving the new question into a new one, any ideas on how to track this? How do you manage this?Thanks 

Hi everyone,We are currently in the process of migrating from Northpass to Skilljar and I wanted to reach out to see if anyone else is going through this right now or has recently completed a similar transition.If you have made this move, I would really appreciate hearing about your experience.How did the migration go overall? Were there any major challenges or things you wish you had done differently?Also, would you recommend making the switch? Any lessons learned or best practices would be incredibly helpful as we plan our rollout.Thanks in advance for any insights you can share!

Will the community be getting an MCP to connect with other systems soon?

Hi all,We currently have our sandbox and I’m wondering if there’s any way to automate adding content (particularly forum posts and replies) to do things like testing automations, integrations, and the AI moderation functionality. In my dream world, I’m able to create a dozen accounts and have them post a few times every day to then make sure everything is flowing as we expect. Thank you!

 What an incredible session we had together! 🎉 Thank you to everyone who joined our recent webinar where I walked through exactly how I work within Gainsight on a day-to-day basis. If you missed it, here's a quick rundown of the highlights and you can watch the recording here Key Highlights 1. Gainsight Home: My Command CenterMy starting point every single day is Gainsight Home. Rather than anchoring in my inbox like I used to, Gainsight Home gives me a quick 40,000-foot view of my entire book of business, helping me stay laser-focused on the leading activities and KPIs that drive quarterly success.A few things I love about it:I use the rich text widget to store all my most-used docs so I can pull them up instantly during a live client call. No fumbling through bookmarks or folders mid-conversation. The Portfolio view gives me instant visibility into company, relationship, product line, renewal dates, and contract sizes all in one place. And just a reminder: Gainsight Home is yours to

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?

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! 

Hi! My team is looking at making select pages in our customer community publicly viewable. These include user profiles, homepage, certain discussions, and events, all of which previously lived behind a login. The goal is more discoverability, showcasing the value of the community to prospects, etc., but there are concerns we want to address before we move forward.A few things I'm trying to figure out:Customer trust: we have always been a private, customers-only community, so our members posted in a space they assumed would always remain this way. How did you approach communicating this kind of change? We’re of course planning to offer to change any profiles or remove/edit discussions upon request before going live in a community post, maybe also an email. Any messaging that landed really well (or really poorly)?UX weirdness: When you have a mix of logged-in customers and anonymous public visitors on the same pages, things can get a little awkward. Did anything unexpected crop up in the

This morning I was trying to send an email campaign but was receiving the error. I re did the content of the email, sent other test campaigns and was still getting the same error. I had a thought about the name of the campaign and the email subject similarity.  They were identical. I changed the campaign name and it went straight away. Just putting out out there for any future users searching errors on email campaign.

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?

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!

What are the best APIs for this? 

I found this in release notes from October of 2021But on our end that navigation is sending learners to the full course catalog. We would like this to go to the learner’s dashboard or be able to change the wording if it has to go to the course catalog. I cannot see any way to change this with the template files. Any help would be appreciated.  

Hi! We’ve noticed that since last week the formatting in private messages stopped working. Any links, bold text or spaces between paragraphs disappear after sending the message. Has anyone been experiencing the same?

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 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

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? 

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 

Is there a way to populate custom fields from Salesforce or another source? For example, we’re interested in creating a custom field for main point of contact for our customers and populating it for them, so the information is easily accessible and can be updated on a regular basis.

We are changing the name of our community (due to a merger). How do we update the page title for our site? I could not find any options in control for this.   

Has anyone added a disclaimer on the search result page for the AI Answers?We're getting some good results with AI Answers, but at the same time we'd like to add a little text warning users to take things with precautions, that there might be some assumptions made or shortcuts.Any suggestion on how to add it?

Hey there,is it possible to customize the given URL for the knowledge base? As in our case, we gave it a german name, since that fits for our community, but it’s URL stil ends with “knowledge-base”. Therefore I was wondering, if it is possible to change it? Regards,Paul