Discuss Gainsight Products

Hi,We use this standard case expression logic in the majority of our query builder JO programs:We would like to replicate this logic in CSV JO programs to avoid the need to manually export and upload the sender name and email on the CSV file, which introduces a delay between export and trigger date, within which some accounts may have been reassigned.We know we can pull in the CSM email with calculated fields by matching on account ID:But this doesn’t allow us to configure the logic which will use the CSM email for certain segments, while using the generic email address for other segments.Is there any way to achieve this without having to maintain a separate sender email address attribute at the account level, and without having multiple JO programs? Both of these workarounds introduce too much overhead.Regards,Silas

Elevate your Gainsight experience with the following powerful enhancements: R360: Transform data management with Relationship Merge and Reparenting, providing a seamless process to adapt to organizational changes and ensure your business relationships are accurately represented. Communication: Enhance email communication with AI through a new integration of advanced GPT-3.5. Connectors 2.0: Leverage the new Databricks Integration to make smarter, data-driven decisions through enhanced data ingestion and connectivity. Journey Orchestrator: Enjoy more flexible editing for scheduled Advanced Programs with the ability to revert scheduled programs to draft and refine content before finalizing. Rules Engine: Join Customer Health Tracking BETA (open to all customers) and experience the new Set Score Rule Action Templates, automating proactive score management capabilities. Journey Orchestrator: Enable seamless collaboration with Journey Orchestrator Slack integration and integrate Slack actio

Has anyone found a way to add links to the text in the Introductions widget?We’d be interested in using this and replacing our current use of quick links but can’t seem to figure out a way to do this.  

How do I add users?

If we have duplicate contacts in SFDC, once we clean that up, do we re-sync to GS?  Does that happen automatically?What report would I run in GS to check to make sure i don’t have any duplicate contacts?

We have installed the conversational widget. Some times it works, some times it does not. Sometimes you have to wait 30 seconds after a page has loaded before we are able to open the widget.I can’t imagine this is propper behavior. Does anyone had this problem as well? And how did you solve it?We are launching the community on February 1st 2024 and wanted to add the widget as well but now we don’t and that’s a shame.

How can I embed an iframe into the community page

I shouldn’t really have to ask this. I should be able to find this easily, either in the application or the documentation, but here I am. Does anyone know how to change the email address in the “Something has gone wrong” message? By default it says “support@insided.com”.I could change this by using some code in the third-party scripts, but I can’t believe that I would have to do that. However, after looking around for an hour now, I cannot find a way of doing this. I presume that it is a phrase, but I can only find anyone mentioning how to change the “Something has gone wrong” text.To see this page in your community, here is a way to get to it. Create a new user and log in as that user. Stay logged in. From the admin console (on another machine or an incognito tab), erase that user. Go back to the machine/window where your deleted user is logged in and try to change the page.You will then see a “Something has gone wrong” page with the “support@insided.com” email.Any ideas on how to cha

Heya, I’ve been trying to do a bulk upload of a CSV list in Journey Orchestrator, that includes personal links for some of our customers to redeem a gift via our gifting platform (Reachdesk), and for some reason, the link isn’t uploading in the Program.I’ve ran programs with this before, and it’s the 1st time I’ve encountered this problem.I double checked the CSV, and the links appear in a text format - so no idea why they aren’t being pulled through. Any suggestions? Any changes? Ta!Charlotte

If a user closes it, will they never see it again? What if that widget is removed and a new introductions widget is added? I’d love some documentation on this widget, but can’t really find it. 

What’s better than the perfect wine and cheese pairing? Support ticket data and customer success of course! Okay- maybe it’s not as good as a glass of cabernet with some aged cheddar but support ticket data in Gainsight CS is certainly a valuable pairing that can help elevate your customer success goals for several reasons: 🤕 Insights into Customer Pain Points: Support ticket data provides valuable insights into the issues and challenges customers are facing with a product or service. By analyzing this data, customer success teams can identify recurring issues and pain points, allowing them to proactively address these concerns and improve the overall customer experience. 🤝 Opportunity for Proactive Engagement: By monitoring support ticket data, customer success teams can identify customers who may be experiencing difficulties or dissatisfaction before it escalates. This allows them to reach out proactively, offering assistance and solutions to prevent churn and build stronger relati

Hi, We have configured 2 automated reminders to get sent out 3 days after the original survey has been sent and unresponded. How can I fetch the dates when these reminders are sent in a report?

When: May 15, 2024, 12:20 PM - 1:40 PM CTWhere: Join us by the tables near the Puppy Park, identified by yellow balloons. Just look for the most vibrant group!Are you passionate about product innovation and digital adoption? Do you enjoy networking while having a delightful lunch? If so, we have the perfect event for you at our upcoming Pulse conference: the "Product Playground" networking session!What’s it about? This event is a haven for product enthusiasts to merge their passion for cutting-edge product strategies with the joy of making new connections. Whether you are a seasoned Gainsight PX user or simply someone who thrives on creating stellar product experiences, this gathering is for you.Engage and Explore: Dive deep into discussions about enhancing digital adoption through intuitive in-app strategies. Explore different PX use cases to scale your digital strategies efficiently. This isn't just a learning opportunity—it's a chance to exchange ideas and share insights that can re

In evaluating customer engagement, benchmarks tailored to the nuances of different user bases offer a vital perspective.Completion rates from some of PX's top performers offer a benchmark, but success is relative—measured not just by broad numbers, but by the appropriateness of content to its audience and the context within which it is delivered.Recognizing that the size of the engaged audience may differ across user bases, it becomes clear that completion rates are more indicative of success when paired with content type and user intent! This approach allows for a clearer understanding of effective engagement and provides a more relevant yardstick against which to measure and drive user interaction. With this in mind, let’s explore specific engagement metrics from Gainsight PX’s most successful customers, with a focus on how completion rates for various content types can inform best practices and strategic planning.These benchmarks are taken from customers for 4-6k MAU (aside from the

Hello, I’m setting up a custom page and am exploring the differences between the Dynamic Content widget and Dynamic Content (moderator tags) widget. I noticed that the “regular,” non-moderator tag version has quite a few filters, including answer status, sorting by activity and reply number, etc. Can I also use similar filtering options like that with the moderator tags version of this widget? Ideally, I’d like this widget to pull from a subset of topics that have the applied “featured_home” moderator tag, then filter those by “created in the last X days”, for example. 

Curious — (how) do you deal with requests from CSXs asking whether a certain user and/or organization will receive a particular email? (ex: CSM check-ins, monthly product/event newsletters, usage emails) Our current situation:Emails are sent through advanced JO using queries (multiple queries, in multiple programs). We have various opt-out options (boolean) at both the company level and person level for certain programs, and use those opt-out fields within the query to allow our CSx’s to opt users or companies out of certain communications (CSM check-ins, re-engagement programs, etc.) as required.The issue:As we’re scaling our CSM model, and are beginning to send CSM check-in emails (and other emails) to more users, I’ve been getting more and more requests asking questions such as:Will {user} receive this month’s CSM check-in? Can you pull a list of all my users who will receive {this specific} email? Did this user receive {this specific} email?THIS IS NOT SCALABLE.We’d originally cons

Hi everyone!I'm sending a JO from the CSMs email address but for some accounts there is no CSM, so the value is null and those participants are therefore failing. Is there a way to input an email address in place of the CSM email address where that field is blank when using a query to pull participants into a Program?

 The PX April Release is now Live in US and EU Orgs! Our April release includes new simplification efforts, expanded value, and increased ease of use for key functionality. Check out our release notes for more information. Release Highlights:Enhance Productivity with Editor V2 Upgrades: Streamline your engagement creation process with the new, unified panel design—now finding and using your essential tools and settings is easier than ever, ensuring a smoother, more productive experience. The New Global Settings Experience: Easily manage and harmonize settings across all engagement steps from a single, centralized interface for unmatched consistency and ease. Smarter Asset Management: The new Dependencies tab in Admin Console offers an intuitive visualization to effortlessly monitor and manage asset utilization across PX.  Analytics Upgrades: Analyze or segment accounts now using the Number of Users and Number of Visits filters in Accounts Explorer. Further, enjoy an enhanced view with

Hi All,The v6.41 customer facing Early Access to April 2024 NXT Release Notes [also in pdf] document is available.We welcome your valuable feedback and suggestions directly in the document to help us identify and bridge any gaps. Thank you for your contributions!From Technical Communications Team!

 Hello everyone,I'm looking to integrate a forum into one of our community posts and would appreciate any insights or tips on the best way to accomplish this. Has anyone here done something similar, and if so, could you share your experience or advice on the process? Your input would be incredibly valuable. Thank you in advance! 

Our community is in Finnish. When you look the topic and timestamp of the comments it is in English. What phrase changes this, or is there any settings related with this?  1 minuutti sitten = One minute ago   

Hi, I added Customer Cheat sheet widget into one of my C360 layouts just to test it out and for some reason, I’m unable to remove it. There is no trash icon on the widget as shown in the attached screenshot.  Any idea on how to remove this?   

 Hey there! In the fast-paced world of digital products, keeping users engaged isn't just nice to have; it's a must-have! 🌟 In-app engagements are your secret sauce for enhancing user experience, boosting product adoption, and driving customer success. With Gainsight PX, you’re equipped to integrate snazzy, context-driven interactions that users love. Let’s dive in! Understanding In-app EngagementsWhat are In-app Engagements, you ask? 🤔 They're your go-to interactive communications that guide, inform, and get feedback from users without ever leaving the app. These tools are crucial for keeping your users happy and engaged, making them a cornerstone of any product-led growth strategy. Key Use Cases for In-app EngagementsWelcome Aboard! 🚢 Onboarding New Users: Make new users feel at home with interactive guides that showcase your app’s features and get them to value faster than ever. Discover New Horizons 🌄 Feature Adoption: Highlight new or hidden features with eye-catching tutorial

Does Gainsight Customer Communities have any sort of payment gateway?  For example, is it possible to charge $4 / Month for a membership? Thanks in advance!Jamie

OverviewIntegrating Net Promoter Score (NPS) within your application represents a paradigm shift towards more dynamic user engagement. Transitioning from traditional email-based surveys to in-app interactions embeds NPS into the user's journey, offering real-time, actionable insights crucial for enhancing customer satisfaction and loyalty. Understanding the Migration to In-App NPSThe shift from email to in-app NPS collection is transformative, enhancing strategic engagement with users rather than merely changing the feedback medium. This transition requires comprehensive planning around logistics, user experience design, and strategic business alignment. Strategic Considerations for In-App NPSReal-Time Feedback Capture: Capturing feedback while users are actively engaged with the app provides immediate, resonant insights, helping to quickly identify trends and address issues. User Journey Integration: It is crucial to map out user journeys to identify the most effective moments for NPS