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My team and I just met to connect Gainsight to Gong via the support documents we were given: https://support.gainsight.com/gainsight_nxt/Timeline/02Admin_Guides/Configure_Gong_Integration_Settings However we ran into an issue right off the bat however as the first step listed in this configuration guide is to set up API access across all our keyword trackers, and this is not available to us because we primarily leverage smart trackers and this API connection feature didn't exist in the same way as it does on manually added trackers. Is there a way to use Gong's smart trackers and feed those into Gainsight via the API? Thank you to whomever jumps in with advice or wisdom!

Hi Gainsight Community!I’ve built a journey using Gainsight’s Journey Orchestrator to deliver triggered emails (via SendGrid) based on customer milestone events. Overall, it's working but I've noticed a recurring issue: emails are being delivered several minutes late, even though the journey timeline is configured for near-real-time action.Here’s what I’ve explored so far:Verified that the journey is scheduled for immediate trigger rather than batch processing. Checked that the events are arriving in Gainsight promptly, and the Email Action step runs right after they’re triggered. Reviewed the SendGrid API delivery confirmation happens quickly on their side, but the recipient receives the email with a noticeable delay. Enabled debug logging in Journey Orchestrator but haven’t seen any queue backlog or runtime errors logged.I’d love to hear from the community:Has anyone experienced similar delivery lag, even when the orchestration runs “on time”? Are there performance tuning tips or arc

We are working on setting up some moderation automation prior to the launch of our CC in the next month. We have been able to connect our Zapier account to CC and Teams which is going to be a huge help for our moderation team to ensure they are engaging with our customers posts when they have not received any additional activity. Our current flow is that:The moderator team will have filters setup in the Control environment for Last Activity > x hours They will then apply a Moderator Label if there is follow up by a specific team AND will be applying a ‘automation: response needed’ Moderator Tag The reason for the tag is to trigger Zapier to see this topic and then check which Label has been applied and push the Teams notification to the correct team to follow up. We feel fairly confident with the flow to this point (ideally Zapier could grab the topic when the Moderator Label is changed to specific value, but we can work around that) The issue we then run into is needing to remove

Hi everyone! We have built an automation thanks to inspiration found here (mainly from ​@DannyPancratz, TY!) but having some struggles to get the zap working properly -initially it worked for some days and stopped to receive any new records-  Did anyone else face this? How did you resolve it? Thank you!

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.   

Currently, Gainsight CC allows me to see the last activity date, but if I’m looking at a specific time frame that would only show me people who haven’t taken action since then. Is there any way to drill down to see both users who took action in a specific time frame and users that continued to engage in the community past that time frame?I also see that profiles in the backend have a Last Login field, but there isn’t any filter for logins. Am I missing something or would I be able to find that to create a segment?The idea would be to grant badges to these groups I’m trying to filter down to.

We dont have SSO in use, so we cant join beta? 

Hey,We're interested to implement a location/country field on as a user profile field but we'd like it to be a dropdown selection field rather than open text.Any tips on the best way get this list of countries in? (other than manually adding a 150+ countries 😅)

I got this response in a recent query for “Ask me Anything” in Staircase. Is this a real capability or a hallucination? If it is real, how does “automated watch” work and where would the alert appear?“I will set up an automated watch on future deal notes and implementation projects for those keywords so we’re alerted the moment a true replacement use-case appears.”

Hello Team, If you’re wondering why your meeting summary isn’t showing up in AI Follow-Up (Staircase), here are some simple reasons and tips to help you understand and troubleshoot the issue. How Meeting Summaries Are Created:To generate a meeting summary, two key things must happen:- The meeting organizer’s calendar (Google or Microsoft) must be integrated with Staircase.    Through calendar integration, we retrieve the scheduled calendar event and its associated meeting ids. Please note that if the organizer’s calendar is not integrated, we can still get the meeting event from one of the participants whose calendar is integrated. In such cases, we generate summaries based on meeting provider restrictions. For example, if the zoom authorized user has read access to all meetings and we obtain the meeting ID via their calendar event, we can generate summaries but MS teams won’t allow us to read the transcripts of the Organiser mail was not connected. Additionally, we only read meeting e

Is it possible to change the URLs for any of Gainsight’s community modules? Specifically, we use the name “release notes” for this type of content instead of “product updates” - would it be possible to change the URL to release-notes instead of product-updates? 

I currently have a code for a custom code header (here was my original question that Community helped me think through) that currently opens all links in a NEW tab.  I’m asking if you folks know how to make ONE of those links open in the same tab. I have zero experience in coding, so I apologize for the junior question.  If it helps, this is the code I have now:  <div class="custom-header-logo-text"></div>  </aside>  <!-- <article></article> -->  <aside class="sidebar-right">    <ul class="custom-header">      <li><a href="URL" target=“_blank”>Nameofpage1</a></li>      <li><a href="URL" target=“_blank”>Nameofpage2</a></li>      <li><a href="URL" target=“_blank”>Nameofpage3</a></li>      <li><a href="URL" target=“_blank”>Nameofpage4</a></li>    </ul>  </aside></div> 

Hello! Totally new Gainsight user who will be migrating over from another community platform. I am trying to map out our new architecture  / structure and wondering what tools folks used to do that? Right now I am using Google slides and mapping out the top nav and then a new slide to go deeper into that particular landing page / sub-buttons. Thinking a tool like Lucid might be better for this? Curious in general how you all thought about / designed your structure before building it in product!

Hi everyone - we had a CSM that wasn’t seeing any of her Gong calls come over to Gainsight, and in checking the integration, i didn’t see them coming over there either.She was having issues with Gong so she needed to manually upload her calls to the Gong system.Should we expect those come over (is this a bug?) or is that a limitation of the integration?

When adding fields to the Detail view layout configuration for CTAs, is it possible to rearrange the order of the fields? Or do you have to delete them all and re-add them in the order you want them?

Summary: If your organization is like most businesses, even the most seasoned Sales or Sales Ops professional may not know everything about all the nooks and crannies in your opportunity, contracts, and/or subscription data. For Customer Success professionals? Forget about it. No matter how you filter the data, it can still be tough for CSMs to parse what products/solutions a customer owns, how much ARR is attributed to each line item, and the start/end dates for each one.   If your Opportunity/Contract/Subscription data is already perfectly streamlined in your CRM, congratulations! Must be nice 😋. If not, please read one to read how we put together a high-level, user-friendly view of customer subscriptions by transforming our complex Salesforce Subscription object data into a more digestible format for CSMs.  I’m probably stating the obvious, but please keep in mind your data will look different than ours, so hopefully the example I provide here can at least get you started on your j

When executing the Sync to Gainsight option in Staircase for a missing contact, what information is part of the workflow? I see it sends First Name, Last Name, Email and Company, but it doesn’t seem to send the Title, which is a critical component of a contact entry. Is this an error, or is the title not syncing by design? 

Are users able to subscribe to Knowledge articles/ folders like they can to Product Updates?

The PX July 2025 release is now live across all data centers! This update brings powerful enhancements designed to help your teams dig deeper into product usage, uncover meaningful insights, and streamline KC Bot operations. From improved account visibility to more customizable analytics, there’s a lot to explore.If you haven’t had a chance to catch up yet, we’ve got you covered. - Release Notes | Product UpdatesHere are the updated resources and articles published as part of this release:Newly PublishedAnalytics Accounts Explorer Knowledge Center Bot Create and Manage KC Bots Design Knowledge Center Bots Configure Knowledge Center Bot Recently UpdatedAnalytics Query Builder Knowledge Center Bot Manage KC Bot Content using Content Library Integration AWS S3 and Google Cloud Storage Integration PX-CS Integration We hope these updates help you along your product journey. Have feedback or suggestions about PX documentation? Leave us a comment—we’d love to hear from you.

Has one connected Glean with Gainsight, and more specifically, the Timeline API?We are trying to central a lot of different data into an enterprise search tool and this would be amazing to get some guidance on how to do this.

User says they don't have ability to post using Samsung phone with Chrome. I can’t recreate on my Apple devices so wanted to check here if anyone else has this issue. Below is his screenshot and there’s no “pencil” icon to post. Mine is always down in the right corner. 

Hi All - Has anyone pulled a blog into their community? I don’t really see any resources on how to do this, so I’m curious if anyone else is doing this.I assume it could be done with an HTML widget … 

Hi all, we’ve been using CoPilot and the potential we see it’s huge, what is the roadmap? Meaning when are we going to be able to query on multiple objects (not only Company & Timeline)?Thank you!

Learned something cool, and wanted to share!Use Case: Building a survey program for post-implementation survey to the customer. After responding, we have a conditional wait that if the CSAT score is 2 or 1, create a CTA and send an FYI email notice to the implementation team member’s manager with the relevant details.Issue: We needed to map in the survey answers submitted by the participant in the FYI email notice to the manager, but survey answers are not OOTB tokens in a JO program.Workaround: You can use Calculated Fields from the “Survey User Answer” object to map in survey answers! Here’s how I set it up:Configuration:From Participant Source, add Calculated Fields. For each field, map the following:Show Me: Answer > Title Filters: Question > Title = XYZ (to narrow down the question whose answer you are mapping) Survey > Name = XYZ (to narrow down the survey from which you are sourcing the answer) Participant ID > Email = FIELD Recipient Email (to tie the response to

See what we discussed on August 13th’s 3PM EST session of Office Hours below:Have a question or want to talk through a topic? Drop in here with sessions twice a week (Monday’s and Wednesdays) two times a day:  👉 10 AM EST sessions or  👉 3 PM EST sessions 🤔 1. What’s the best way to manage frequently updated content?One customer shared that their team regularly updates training content, sometimes weekly, and asked about best practices for publishing and version control.Here are two options we discussed: Replace the existing media file (videos, in their use case) in the course using the Media Library. You’ll have two options: Replace the file and keep existing analytics Replace the file and reset analytics tracking Clone the course, publish the updated version, and update the course name or description to highlight the new content. You can then: Add the updated course to the catalog Export users from the original course and enroll them into the new version. Learners