Discuss Gainsight Products

Hey,We have a post in our community that we'd like to make visible only to moderators. Basically we don't want the rest of the community to see it until we decide what to do with it. However it seems like it is not possible to send an already published post into moderation, right? How do you do then? Mark as spam? Move it to a private category?

Hey we have this event coming up and we'd like to invite users to share their stories in a dedicated space. It would be open to all users of the platform, and we want to minimize frictions to post. Has anyone done something like this? Any thoughts on which option to use between opening dedicated Tag, Community Category, Group, or something else I haven't thought about? I am leaning toward the dedicated Community Category and limiting to a specific post type.

Join us on Wednesday, September 23 at 10:00 AM EST for a 45-minute session where we’ll walk through what’s new, show how these updates can help your team work smarter, and hear directly from the team that built them. They’ll also share live demos and answer your questions in real time. Save Your Seat for Our September Release Webinar →We'll cover:New Timeline capabilities that automatically map meetings and emails to the right product-level Relationship. More flexibility across Journey Orchestrator, form layouts, reporting, Gainsight Home, and more. New stakeholder engagement, relationship strength, and key account changes directly in C360 and P360, so CSMs can quickly understand where relationships are strong and where attention may be needed. Bring Staircase insights into Copilot and MCP to answer account-specific questions with real customer contextCan't make it live on Wednesday? Register anyway and we'll send you the on-demand recording later in the week!CC ​@Andrew Brown 

We have multiple gated “microcommunities” on our community site, each with its own custom role. Is there a way to target an email campaign so that it is sent based on a user’s last activity date for one of their custom roles?For example, let’s say a user is in Community A (with custom role A) and Community B (with custom role B). The user was active in Community A in June 2026, and active in Community B in July 2026. Is it possible to send an email campaign that will include this user because it targets users who haven’t been active in Community A since June, even though the user has been active in Community B in July?I hope I’ve explained this well. I think my question focuses on if it’s possible to refine the “last activity date” in combination with a specific custom role. Thank you!

Hey Gainsight Community! 👋Thank you to everyone who joined us for PX in Practice | Session 02!It was a great opportunity to explore how product usage data can help Customer Success teams move beyond assumption-led renewal preparation and build stronger, evidence-led customer conversations.In this session, we demonstrated how Gainsight PX can help identify adoption gaps, uncover renewal risks, and turn product usage insights into actionable customer engagement strategies. What We Covered:1. Product-Led Growth and Customer RetentionWe revisited the four pillars of product-led growth—onboarding, adoption, retention, and growth—and explored how each contributes to long-term customer value and renewal success. 2. Moving from Assumptions to EvidenceOne of the key themes was the importance of using product usage data to complement CSM intuition. A positive QBR or an engaged champion does not always reflect healthy product adoption across the account.Gainsight PX helps uncover these blind spo

Two questions about the pop-up that appears when hovering over a member’s profile image in a post:Can you adjust this to display the About tab by default instead of the Badges tab? Can you adjust this to also pop-up when hovering over the user’s username, not just the profile image? 

Thanks to everyone who came to the MCP Deep Dive last week, if you missed it your can watch back here. The question I got most afterwards was some version of "okay, but what do I actually type?", so here are the prompts I'd start with, plus a few things I learned the hard way while building the MCP and planning the Deep Dive session.If you haven't connected it yet, follow the steps here. Worth knowing up front: the analytics and admin tools need administrator or community-manager permissions, and everything is read-only so there's no tools the MCP can post, edit or delete to your community. Start here: ask it what it can do What can you do with my community data? Go through the tools you have access to and tell me what question each one answers. Do that before anything else. You'll get a map of the thirteen tools in plain language, and you'll spot two or three things you didn't know you could ask. Then follow whichever one sounds most useful to you. Prompts worth trying Each of these w

Hey we’ve added a custom footer via the Inline Custom Code option, which nicely displays things like our logo under the default footer.However, this custom footer disappears on the login page (our community is private).is this intended? If so, what is the reason behind it?I know I could inject it via 3rd party script but I find it a bit to be cumbersome knowing there is a custom footer feature/interface for this...

Someone asked me for a document on how the URLs are structured in Gainsight CC, so here it goes:Every URL in a Gainsight Customer Community is generated by the platform from the content title plus an immutable numeric ID. Admins never hand-write paths. Understanding the shape tells you what is stable, what is editable, and what will break if you change it.The one rule behind almost every URL/{title-slug}-{numeric-id}Slug — auto-generated from the title at creation: lowercased, spaces and punctuation collapsed to hyphens, non-Latin characters preserved and percent-encoded (for example /groups/gainsight-japan-日本コミュニティ-182). Numeric ID — the permanent database identifier. This is what actually resolves the page. The slug is decoration for search engines and humans.Pattern by content typeType Pattern Live example Category /{slug}-{catId} /customer-success-cs-15 Community topic /{cat-slug}-{catId}/{slug}-{id} /all-about-pulse-8/pulse-europe-2026-is-so-close-31686 KB article

Customer risk rarely appears overnight. Warning signs often emerge months before renewal through declining adoption, stakeholder changes, negative sentiment, or unresolved support issues. The challenge is recognizing which signals matter and acting while there is still time to recover.During our From Red Flags to Renewal webinar, we explored how Customer Success teams can use Gainsight CS to transform early warning signals into consistent and actionable renewal strategies.A Practical Framework for Managing RiskWe introduced a five-stage operating model:Detect → Diagnose → Prioritize → Act → Monitor and RecoverThis approach helps teams move beyond static health colors and focus on meaningful changes in customer behavior. Automation can identify and route a signal, but human judgment remains essential for determining whether the risk is material, diagnosing its root cause, and selecting the right response.The webinar examined four common risk areas:Adoption risk: Declining active users,

I cannot find a documentation to confirm whether this email is sent when a new profile is created.  

Hello everyone!You've spent the last few weeks building your first courses, working through learning objectives, and planning your catalog.Before you move into the Go Live phase, it's worth zooming out and thinking about your overall content strategy.Are you building long-form courses, short microlearning modules, certifications, or a mix? When you launch, how much content do you expect to have available for learners? Has your approach shifted at all since you started - did you plan one thing and end up doing another?We’d love to hear your approach below!

Happy Monday All, Has anyone managed to use the custom roles in CC for segmentation and Grouping in Skilljar? 

I’ve been optimizing our customer health modelling inside Gainsight and wanted to share a lightweight automation framework that’s helped reduce manual risk reviews while improving predictive accuracy.Over the past quarter, I built a Customer Health Automation Framework using Gainsight’s native objects — Usage Data, Timeline, Success Plans, Scorecards, and Renewal Center — to create a dynamic, multi‑signal model. The goal wasn’t a perfect score; it was a predictive one that drives action.The 3‑Layer Gainsight Model1. Product Utilisation Signals (via Gainsight Adoption Explorer + Usage Data) Feature adoption depth Workflow completion frequency Time‑to‑value milestones These feed directly into automated scorecard measures, giving us early‑warning indicators without manual data pulls.2. Engagement Quality Indicators (via Timeline + CTAs + Success Plans) Executive alignment (logged via Timeline) Responsiveness (email + meeting activity) Participation in Success Planning We used Rule

Is it possible to disable private message for all end users? Or entirely? I’ve come across other posts that indicate this is possible but haven’t yet found the way to do it. Is there a setting in Control for this?

Is there a community FAQ document? We are launching our new Community platform and I am working on creating some teammate documentation. What are the most frequently asked questions by teammates and the answers to them

Here's a small challenge that’s gonna save you some time!Before you get too deep into building individual courses, it's worth stepping back and mapping out how your full catalog will be structured. What pages will exist?  How will learners navigate from one thing to the next?Your challenge: Draft your catalog structure in a reply below.It doesn't need to be polished - a rough list, or a quick diagram works perfectly. If you want to go visual, tools like Miro or Google Slides are great for mapping this out. Feel free to attach screenshots! 🙂 To get you thinking, here's an example of what a simple catalog structure might look like: A few questions to guide your thinking:How many courses, learning paths, or pages are you planning? How are you grouping content? Is it by role, by topic, by skill level? How much content do you expect to have live on day one? Drop your structure below. I’m sure you will get useful feedback from others who are thinking through the same decisions. 👇

In the docs it says it uses a mutation observer under the hood and disconnects when the element loads. API Reference | CC Developer Portal I notice some elements re-render repeatedly shaking loose event handlers and updates previously made. Does observeElement take this into account? Also is there any way to do this for multiple elements like a querySelectorAll version of this? Thanks!

I just would like it confirmed that we cannot change the Category Page search filtering?i.e. We cannot turn OFF the contextual filtering applied in the search request. Remove the q parameter in the url A team member has asked if we can make all search options work the same no matter where the search occurs. ​@olimarrio ​@tom.shaddock ​@Julian 

We got this error in our community, weeks ago, and now it is here as well:  This occurs when you type your post and press Send.

Hi all,We are currently considering implementing the AI Answers functionality in our community. However, our community is private and heavily reliant on access to forums and other areas regulated by custom roles.Will AI Answers respect the community‑defined boundaries and permissions when providing answers to users?Best regards,Kristian

Hello,We are using SSO so no need for our members to be able to Create an Account. I’ve tried making updates to hidden phrases as outlined in some of the older posts but no luck. Any suggestions on how to get this updated? Our community is public.The more information the better too. Thanks!!The guidance in this post didn’t seem to work.. 

Hey we need to set the site to offline to prevent users from accessing it, registering, loging-in etc… While the site is offline, can admin users still access it (via adding some elements/attributes in the URL perhaps?) so they can seed the platform with content and prepare it until we put it back online?

 Customer Success August 2026 This edition of the CS Newsletter is focused on giving you more control and more clarity.Inside, you’ll find updates on managing what data LLMs can access, how to turn your JO programs into measurable business outcomes, a practical tip on building reusable AI prompts, and community highlights from CS practitioners sharing what’s working. Plus events and resources to keep building your skills.Let’s dive in! 😄Control What Data LLMs Can AccessAs AI becomes part of more workflows, admins need a simple way to stay in control of what it can access. Tool and Object Management lets you decide which Gainsight tools and data objects are available to LLMs, so you can expand AI use across your organization while keeping the right boundaries in place. It gives you more confidence that teams can take advantage of AI without opening up more data than they need.Learn More See Which JO Programs Are Actually WorkingProgram performance should tell you more than who opened a

 Product Experience August 2026 This month we’re focused on one thing: helping your team get more value from the PX data you’re already collecting.Inside, you’ll find smarter ways to build reports, a workflow for turning adoption signals into renewal evidence, and real prompts the community is using with PX MCP to work faster. Plus, our next PX in Practice session on September 10 will show you exactly how to connect product usage data to renewal conversations live demo included.Let’s dig in! 😄 Build Smarter Reports Faster with the New Query Builder ExperienceQuery Builder now has two modes: the new Metrics experience and the existing Cohort view. Start from a library of pre-built PX metrics, define your own using aggregate functions and filters, or combine multiple metrics with a formula builder. Results feed directly into your dashboard widgets.Learn More See Exactly Where Users Slow Down with Path AnalyzerPath Analyzer now shows how long users take to move between steps. Hover over