Discuss Gainsight Products

What an incredible session we had together! 🎉 Thank you to everyone who joined our recent webinar where I walked through exactly how I structure my day as a Principal CSM here at Gainsight — from morning priorities all the way through to how I'm using AI to prep, execute, and follow up on every customer interaction. If you missed it, here's a quick rundown of the highlights, and you can watch the recording here.Key Highlights1. Gainsight Home: Where My Day StartsMy first stop every morning isn't my inbox — it's Gainsight Home. I've customized it to surface exactly what I need to prioritize my day, and it helps me stay ahead of what's most important across my 6–8 strategic accounts.Here's how I use it to kick off my morning:I review Calls to Action (CTAs) by due date — what's due today, what's due this week, and what needs my attention right now. I check my Staircase AI buckets to see what overnight signals came in: churn detected (a customer has explicitly signaled unhappiness or non-

Our community members sometimes share trusted public email addresses or websites. In particular, our company’s customer support email address often comes up. Currently, the AI moderator is redacting that email address, leaving “[removed by moderator]” in its place. In testing with the AI moderator off, the email address is not redacted. In the code of conduct for the AI moderator I have tried a few different combinations to stop it from redacting this but I haven’t found a solution. Any suggestions on how to get this sorted? Related, is there a phrase to modify the text of the “removed...” notice?

 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?

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 Team,Question - When trying to connect Staircase MCP to Gemini Enterprise (the Google Cloud enterprise connector, not Gemini CLI). Connector setup requires a browser-based Authorization URL (an /oauth/authorize endpoint) to complete a standard OAuth 2.0 Authorization Code (3-legged OAuth) flow.We reviewed the Staircase documentation and it appears that Staircase MCP currently supports only the Client Credentials flow by using the POST /oauth/token endpoint.Could you please confirm the following?Does an /oauth/authorize endpoint or Authorization Code flow exist, even if it is currently undocumented? If not, are there any plans to support the OAuth 2.0 Authorization Code flow in the near future?Next steps -The Product team is currently reviewing this, as of now there is no any ETA.https://linear.app/staircase/issue/STA-10287/support-gemini-enterprise-as-a-custom-mcp-connectorWe will share the ETA with you as soon as it is available.

Hi all! I was in the office hours and Brady referred to an #aiskills channel. I am unaware of what that is. Where do I find the #aiskills channel in community? Thank you!

We're excited to introduce our brand new webinar series "Customer Spotlight" where Gainsight customers take center stage to share their real-world stories, wins, and lessons learned.Join us for a live chat with Brad Sova, Senior Director of Revenue Operations at DailyPay winner of the 2026 Pulse GameChanger Award for a candid chat about his journey with Gainsight.  REGISTER HERE What We'll Cover:Why DailyPay chose Gainsight, and what it means to run Gainsight CS and Staircase AI as one connected platform What worked, what didn’t, and what they learned during the rollout How the team improved expansion attainment, reduced churn, and increased productivity Practical advice for CS Ops leaders at every stage of their Gainsight journey.Mark your calendars for an exclusive behind-the-scenes conversation with one of Gainsight's most recognised customers — and walk away with practical insights you can apply to your own CS operation.Don't miss this opportunity to hear directly from a GameChange

Hey everyone!We've been running our Community Professionals Meet-ups for a while now, creating a space to get together, share what we're working on, and have honest conversations with people who also understand the role.And now we have a proper home for it here too!Our new Community Professionals Meet-up Group is where you'll find session recordings and recaps, upcoming event info, and a place to keep the conversation going between Meet-ups.  Our Meet-ups cover a range of topics - from superuser and champion programmes to content strategy, engagement tactics, and everything in between. Every session is shaped by you. If that sounds like your kind of space, come join us. 👇Join the Community Professionals Meet-up Group  See you in there. 🙌

As far as I can tell from documentation on user roles, there’s no automatic way to add a super user role. Is that correct?   It also seems that the benefits / use case of the role is granting users the ability to mark the correct answer on posts. What else am I missing? My real problem: I want to give contributing users a special Rank above some of our other ranks. It’s based on them leading one of our groups or being a contributing author to our Knowledge Base (a whole other challenge, please vote for the idea below).But because Rank rules require either a set volume of topics/replies OR some other criteria, I can’t even build the rank to add manually. So using a user role like super user (which I can do manually per-user) is my likely solution to be able to 1.) create the rank, and 2.) automate someone getting that rank based on their role. If you have a better solution, please share! 

Hi folks.I just noticed that the URLs that appear inside system emails, and which point to the topic, include the domain awstrack.meIs this a recent addition? A community member reports having problems opening these URLs, and I’m trying to diagnose if it’s their problem or ours. I’m just not sure that I remember that tracker being there before.Any info appreciated,Mark

Hello,I need to have your advice related to Salesforce integration.In Salesforce side, I need to integrate Case related Emails from SF to GS.But I found that some Emails are exist in Task object, but others are exist in EmailMessage object in Salesforce side.Current Timeline Integration is able to sync Task or Event from Salesforce to GS Activity, but no way to sync EmailMessage to GS Activity same as Task?Does anyone have this knowledge to sync EmailMessage to Gainsight?

Enhancing Email Campaigns: A Strategic Approach In the realm of customer engagement, precision matters. When orchestrating email campaigns for extensive participant bases, the challenge is to ensure messages resonate with the right audience at the right time. To streamline this process effectively, an approach incorporating conditional waits and participant segmentation proves invaluable. Consider a scenario where a program has 6,000 participants and aims to divide them into six distinct groups over six months, sending 1,000 emails monthly. Additionally, to maximize engagement, the campaign requires conditional waits: if a recipient fails to click a link within three days, a gentle reminder email is sent. This use case also involves segmenting participants based on their Monthly Recurring Revenue (MRR) to personalize the messaging effectively. Streamlined Implementation Achieving precision in email distribution and timing necessitates a systematic approach. Here's a simplified breakdow

Currently, permissions for ideation are binary “all or nothing” access to view, create, reply, and vote. (Vote for this idea if you’d like to break these out)I need to hide Idea as option when creating Topics, as we’ll be changing our idea intake to a form-based intake for standardizing fields. The ideas will still live on our community, the form will create the idea via the API. We just want to standardize the information we receive at the request of our product team. This will allow other community members to still view, reply, and vote for the ideas, in addition to the administration and moderation features we can leverage. To do this, I will need to “disable” the Create Idea option by hiding it with CSS.  

Is there a way to distinguish whether a community member has signed on using SSO or a username/password in Community? Analytics available within Community doesn’t provide this information. Anywhere else I can retrieve this?

Now that we can configure a category page with widgets, I would like to stop using all the custom pages I had created to tackle this usecase. However I would prefer not to have to manually re-do all these category pages.Is there a way to easil copy/paste widgets or something else that would make this whole process easier 😅?

Hello,I have a question related to Timeline integration with Salesforce.Now, I have an Activity Sync Job setting as following:    Sync to [Salesforce Tasks].    Sync Frequency [Real-time Sync]. So, once CSM creates a Activity Timeline record with related to Company, then it will be synced to Salesforce Task as following current setting.In this situation, if I enable Timeline Integration setting with having the following setting, what will happen??    Object [Event]    Integration [Salesforce]    Related to [Account]    I am afraid of the situation like this:1. Create a Event related to Account in Salesforce2. The event is synced to Gainsight ActivityTimeline3. The Activity will be synced back to Salesforce Task automatically4. Finally, two records will be exist in Salesforce (One record in Event, the other record in Task...)Is this happening? or not happening?If not, which mechanism will prevent from this situation? 

Hi folks,Is there a way to set up a .well-known folder for a community site? I'd never heard of it before yesterday and now have a user bent out of shape we don't have it.

Views for new articles aren’t loading and are staying at 0, but reply count is >0. I’ve tried reloading, closing tabs, logging in and out, but not sure what else to troubleshoot. I just submitted a support ticket, but I wanted to post here to see if anyone else is experiencing this or has and if its a bug. It’s on an article announcing an important product release to our community, so views are an important KPI that I am trying to track. 

Hello everyone! We currently send out weekly emails through CC to our community members. I know we can see some email information out of the box (emails sent, delivery rate, open rate, etc.), but I want to see what the email recipients are actually clicking on. Does anyone have a tool they use to see this information? Any help is appreciated!

How do we decommission CE now that we have successfully migrated to Skilljar? 

Hi all!We launched our Gainsight community about nine months ago and currently operate as a private community. As we continue to grow, we're exploring whether a hybrid model might create a better experience for both prospective and existing customers.We're looking for honest feedback from those who have made a similar transition or who have considered it.Some questions we're hoping to learn more about:What benefits have you seen from a hybrid community model? What challenges or unintended consequences should we be aware of? How has it impacted community growth, registrations, and engagement? What effect has it had on website traffic, SEO, and content discoverability? How do you balance accessibility with customer privacy and exclusive member value? If you've made the switch, what would you do differently?We're genuinely looking for diverse perspectives, lessons learned, and any advice that can help us make an informed decision.Tell us the good, the bad, and everything in between!Thank

Hello!I am looking for any advice where you have integrated the community platform into the new customer onboarding journey.. We are currently brainstorming ways to encourage our new customers to use the community platform and make it an integral part of the journey.Let me know if you have any advice! 

What would be best practice for tracking users with PX as they move from our Community to our Skilljar Academy? Should I use a single product snippet on both themes?ORDo I use separate products for the two environments? If the second, how do I identify the user as being one and the same?Thanks in advance,

Hello,Has anyone had success syncing Zoom events to their Gainsight calendar? I have it all working fine, but Zoom isn’t sending over any description. I’m curious what endpoints you’re using to see if I’m on the wrong track.

Hello Experts,I have a use case where some large customers want to have a private area to submit ideas. There is a security component, so they want to be able to submit ideas to our teams but not necessarily share with other customers. I know this sometimes sounds contrary to the obvious- but considering privacy concerns regarding competitors, industries and even location this is a topic to consider. Easiest solution is to allow ideation as a content type within the user groups. Would love to hear other potential solutions/feedback?Perhaps making an anonymous account for posting ideas on behalf of customers who don’t want to be associated with the idea but can still track them. TIA for your ideas and feedback!!!Sara