Discuss Gainsight Products

Hey there 👋I’m curious to learn from any AEO experts out there. How are you keeping your library of community threads clean and up-to-date for AI-powered search tools?Any tips or best practices for making sure your best (and correct) answers come to people using those engines?

Like it is possible for articles, is it possible to add a label next to a question?We would like to add some status on certain questions, and apart from writing down a comment or adding a tag, which aren't as visible, I am not sure there is any other solution?

I’m creating several reports for team managers in Staircase. I want the reports to be easy to understand, yet impactful, as I expect we can start to use these to quantify the need for extra manpower or to inform our performance reviews. So far, this is what I’ve come up with:  In this particular case, I’ve filtered to a time frame of 90 days; and while some of the team shows “5 days” of effort, others show just a few hours. Can someone share how “Effort Time” is calculated? My working theory is that it includes all emails sent/received, cases worked and meetings had (customer-facing only), and that it does not account for meetings where my org is NOT the organizer.If someone’s “Effort Time” is, for example, 5 days, are we saying that out of 90 days the person has put in 120 hours (24hx5) or is it

I’m using Advanced JO to do a multi-step program. I’d like to redrop the first email if it’s unopened within 5 days. However, I’m finding that Opened and Unopened are not available as Outcomes when you are tracking links within the email.  Is it possible to enable link tracking in an email and have the Advanced JO program show  the Outcome of Opened and Unopened instead of Link Clicked & Link Not Clicked? The only way I can see the option for Opened and Unopened is to turn off link tracking in the email, but then I can’t track engagement with the email. Is anyone one else running into this issue, and if yes, what are you doing as a workaround?

Hello Gainsight Community,My Gainsight Admin and I are trying to use the Packed Bubble report type to group our customers together by Billing Location. End goal is to have visibility into which locations have the biggest pockets of customers and signal to us to evaluate starting a new user group in the area.Our initial filter is the Billing Location State. What we’re finding is that the Report stops at the letter M, and we’re not seeing any entries that go to a state beyond M (Ohio, Pennsylvania, Rhode Island, etc). Is there something very obvious we’re missing? Is there a limit on the number of records you can generate with a Packed Bubble report? Any help here from more experienced Gainsight users would be appreciated! -Ben

I want to create a call to action on the error page that points them to a hyperlink.  Is there any way to add a hyperlink into the translation box of the error.403.guest page for example?

Our Japan team is considering moving our Japanese knowledge base to gainsight, and also create custom pages for Japan. I thought I saw some announcements on this, but unable to find. thanks

Hi!We don’t seem to have a Community Overview page - community.mews.com/community results in an error page. Where can I add the Community overview page? I only found some older articles here on how to configure and rename it, but not on what to do if it’s not there at all 😅ThanksJess

We’re having difficulty figuring out how to export Gainsight Copilot responses - specifically in table format. I received an response in table format and it asked if I need an export of this dataset. When entering the next prompt that I do, it shows:“You can export this dataset using the following identifier:” The table again “To export, use the export or download option provided in your Gainsight or Copilot interface and reference the dataset_id above. If there is a specific export format you need or you require guidance on the next steps, please let me know!”There is no export option or id shown.I then clicked the copy icon next to the thumbs up/down icons and see it contains a URL, however when clicking the link, it only pulls up a Gainsight page with a 404 error. Not sure if I’m missing something obvious or if there is a setting I need to enable, but would anyone have any tips on how to enable exporting tables from

I am finding that a lot of times the “Extremely negative message” Lifecycle event is not what we would consider “Extremely Negative”. In many cases it may have negative sentiment, but it is not in the Extreme Category. What is the best way to calibrate this? I’ve been going through and trying to delete those that it has incorrectly classified, but I’m not sure that is helping to train the model. Any tips for how to improve this?  We have some cases where we have messages in foreign languages being translated via Chat GPT and it is flagging almost every message as extremely negative, even though in most cases they are simply reporting issues or asking for status updates as part of routine business. As you can imagine, a view like this is alarming for our account owners to see, and not accurately representing the customer relationship.  

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

In both NPS and Multi-Question, I can’t seem to figure out how to edit this language. There’s no way to edit in the settings area where you enable it. And you cannot click into the field to edit it on the guide. 

I have a date selection field that users can submit a start date that we will store and then use for messaging. BUT I would like to hide the Submit & Next custom button UNTIL a date is selected.I have not yet managed to get it to work. 

Hi Everyone, I am brand new to Gainsight. I am trying to figure out how to send emails from Timeline or Activities. I see emails available in CTAs, but I can’t figure out how it works with Timeline. The only option available is to share the Activity, which includes the activity information, but no option to pull a template for external use, as we log the activity and send an email to external participants. I went trough the email configuration settings and timeline settings and could not find an option to include sending emails from timeline. Am I missing something or the option is not available. 

Hey,I've just seen that admins can highlight replies in a question thread, which will color a reply making it more visually catchy to the eye. A bit like a “best answer”.I am curious, do you use this feature? If so, how do you use it?  

Hi there,Our team uses pre-moderation so that every community post is manually reviewed by us before going live. **It’s a long story as to why we do this, but this question isn’t about that. We’d like to leverage the “unread by team” function to make sure every post is covered by us...but the act of reviewing/approving the pending post marks it as “read by team”. Long story short, we need to moderate questions, but we’d like them to live for a bit (peer-peer interaction) before our team comes in to answer them.Any ideas as to how we could do this?

I’m planning to enable the multi-language feature in our community and want to understand how we can track its impact. Are there any usage stats or measurable indicators available that can help demonstrate its value? As it comes with an additional cost, I’m keen to ensure we can justify the investment when the next invoice lands. Thanks!

 CS Q3 November 2025 Release Notes Update!The Gainsight CS Release Notes Q3 November 2025 is officially published for EU and US customers. Along with this release, the following new/updated help articles have been published:360

 We want to improve how Staircase detects and surfaces risk-related events (e.g., “Extremely negative sentiment,” support escalations). Some customers report too much noise; others want higher recall. We’re exploring configurable sensitivity, simple presets, tenant-specific examples, consolidation of similar events, and clearer context in the timeline.Your input will guide what controls we build and how different personas (execs, managers, CSMs) consume these signals.Context for you:Current pain: Overfiring for some tenants, mixed accuracy, negative vs extremely negative imbalance. Directions being considered: Sensitivity presets (loose/medium/strict), optional per persona or account tier Tenant-provided examples to tune what should/shouldn’t trigger Consolidation of similar events and lightweight context/hover summaries Possible split of signals (support escalation vs sentiment vs high-severit

Difference between Customer Goals & Success PlansComparison of Customer Goals & Success PlansThere are two distinct things: What are a customer's goals and what are we going to do about them?How Customer Goals Came to the Picture:    The way we had success plans set up in the past (with an 'objective cta') we had linked the two of these.  

I have a html widget that I typically add banners to on my community homepage. Is starting to get longer than I would like. Does anyone know if I can add three “banners” in one html widget and have them rotate so I just need one widget vs three that I currently have? Each image, once clicked would go to a different URL.

Hi team,An end-user in our community recently mentioned a new pop-up appearing when editing in-post code. Previously, this could be edited directly inline (similar to Slack). Screenshot included below of the pop-up.Can you confirm if this is a new Gainsight feature or update, and whether there’s an option to revert to inline editing? Our community members have shared that they prefer the inline experience over the pop-up.Thanks so much in advance.  

Skilljar Community,For people using custom code snippets that don’t fall into the “Skilljar-supported” category, have you experienced any significant challenges that have caused issues with your site’s usability? Trying to understand the real-world impact of using custom code that is not “supported” by Skilljar.Thanks in advance for your input!

I want to produce an ‘end of week’ email digest summary for community members. Is anyone doing this already? I’d like to know the following;What has worked for you How long is your digest What do you include in the digest How do you populate it? manually or using some kind of automation. How do you send it out? Use email segments? etcThanks for helping me to explore what works and refining my digest. 

Is there anything unique or specific to Admin users for widget visibility settings? I added myself (an admin) to a segment and removed myself from another, yet I still see the widgets for the old segments and don’t see the widgets for the new segment.