https://communities.gainsight.com On the Forum you can ask questions or take part in discussions. https://communities.gainsight.com/customer-communities-cc-17/category-page-search-31614 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  Customer Communities (CC) Tue, 25 Aug 2026 19:05:40 +0200 https://communities.gainsight.com/ideas/clicking-into-a-post-in-show-more-activity-loses-your-place-in-the-list-19490 A community member pointed out that if they click the “Show more activity” button on a view such as “Recent activities” (on the homepage), and then click into a specific post, when they click back they’ve lost their place in the activity list. So, ideally if you click Show more activity 3x, then click a specific post, and then go back, it should return you to the 3rd page of activities.  Tue, 25 Aug 2026 18:55:47 +0200 https://communities.gainsight.com/ideas/allow-multiple-poll-options-to-be-selected-instead-of-just-one-19811 We would like to allow our users to select multiple poll answers instead of just one. Thanks! Tue, 25 Aug 2026 18:50:13 +0200 https://communities.gainsight.com/integrations-54/set-up-gainsight-cc-mcp-beta-31009 This article helps Admins and Community Managers set up and configure Gainsight Community MCP in Claude.Overview Prerequisites Limitations Enable MCP in Customer Community Configure Gainsight Community MCP in Claude Tools Available in Gainsight Community MCP Admin Tool Search Tool Analytics Tool Overview Gainsight Community MCP is a connector that lets you interact with your community data through AI assistants such as Claude. Model Context Protocol (MCP) is a standardized way for AI assistants to connect to external tools and data sources. Once connected, you can ask questions in natural language and get answers drawn directly from your community.Setting up the Gainsight Community MCP involves two parts:Admin Setup: An admin enables Community MCP for the community from Control. This is a one-time configuration step. User Connection: Each user connects from their AI client, such as Claude, using their community credentials. The tools available to each user depend on their community role and permissions.The scope of tools available depends on your community role. When you connect, the connector authenticates you against your community and displays only the tools that match your role. The tools are organized across three areas:Search Tools: Find community content such as posts, topics, and discussions. Analytics Tools: Query community performance metrics and dashboard KPIs. Admin Tools (Read-only): Review community state such as moderation queues, recognition data, user information, community structure, and idea workflows.The AI assistant selects the appropriate tools based on the prompts. Since the available tools depend on the community role assigned to each user, reviewing tool access helps determine what types of questions to ask and what data to expect.Search to find content Analytics to understand trends Admin to see what needs your attention.PrerequisitesBefore you begin, ensure the following requirements are met:You must have an Admin, Community Manager, or a Moderator role in your Gainsight Customer Community to enable the Community MCP server in Control. The community must have at least one authentication method configured (SAML, OIDC, OAuth2, Google SSO, or local username and password). Users who will connect must have an active account in the community with a valid role assignment. Users must have access to an AI client that supports MCP connectors, such as Claude. If your organization restricts outbound network traffic, ensure that your AI client can reach the Gainsight Community MCP server at https://mcp.insided.com/mcp. Refer to your AI client's documentation for the current IP range list.Limitations The following limitations apply to the Gainsight Community MCP:Admin tools are read-only. You cannot modify community data through the MCP connector. After you turn on or turn off the Community MCP toggle, it may take some time for the change to take effect. You can connect only one community at a time.Enable MCP in Customer Community Admins must turn on the Community MCP Server toggle in Control before users can connect from their AI clients. This is a one-time setup step.To enable Community MCP:Log in to Control. Navigate to AI > AI Settings. The AI Settings page appears. Scroll down to Features and turn on the Community MCP toggle.   Note: After you turn on the toggle, it may take some time for the change to take effect. Configure Gainsight Community MCP in Claude Once Community MCP is enabled in control, admins need to set up the configuration in AI Assistant.The connector uses dynamic client registration with PKCE, so no OAuth client credentials, authorization URLs, or callback allowlists are required at any point.The following steps describe the connection flow using Claude as an example. To configure Gainsight Community MCP in Claude:Log in to Claude. Navigate to Customize > Connectors. The Connectors page appears. Click the Plus icon. Select Add Custom Connector. The Add Custom Connector dialog appears.   In the Name textfield, enter the name to identify the connector. For example Gainsight Community MCP. In the Remote MCP URL textfield, enter the MCP URL https://mcp.insided.com/mcp   Note: No OAuth client credentials are required. Click Add. The MCP connector is now added in Claude.   Click Connect. The Select Your Community page appears. In the Community URL textfield, enter your valid community URL. For example, if your community URL is https://community.acme.com, enter community.acme.com   Click Continue. The community Login page appears.   Enter the following details: Username: Enter a valid user name. Password: Enter your community password. Click LOG IN. The Authorize Application dialog appears. Click Approve. The Login is successful. The permissions displayed depend on your role in the community.The following table describes the permissions displayed for each role level: Role Permissions Displayed All users View your profile information, Search community content, View your email address Admins and Community Managers All user permissions, plus: View community analytics Admins All user permissions, plus: View community analytics, Manage community settings Moderators All user permissions, Manage Community settings  You are redirected back to Claude. The connector now shows as connected with a list of available tools based on your role.  Tools Available in Gainsight Community MCP The Gainsight Community MCP provides a set of tools organized across three areas:Admin Search AnalyticsThe tools available to you depend on your community role and the scopes granted during the connection flow.The following table summarizes the scopes and tools available for each role:  Role Scopes Granted Tools Visible Admins mcp:search, mcp:analytics, mcp:admin All search, analytics, and admin tools Community Manager mcp:search, mcp:analytics, mcp:admin All search, analytics, and admin tools Moderator mcp:search, mcp:admin Search and admin tools Registered user, Super-user mcp:search Search tools only  Admin ToolThe Admin Tool gives community admins a conversational way to review community state. It includes four read-only tools that surface information without modifying any community data.The following table describes each Admin tool and the types of queries it supports:  Tool What You Can Ask Moderation Overview Surface the moderation queue state, including trashed content and content with moderation labels. Recognition Overview Read leaderboards (all-time and weekly), available badges, an individual user's leaderboard position, and points history. User Overview Look up users by ID or field (email, username) and view their current role assignments. Community Structure Navigate the category tree, view content per category, and check visible topic counts.  The following scenario demonstrates how the Admin tools work together in a single conversation:Prompt: What needs my attention today, and who should I celebrate this week?Result: The Moderation Overview surfaces content that has been trashed and content with active moderation labels, and the Recognition Overview returns this week's top point earners so you can recognize them publicly. Search ToolThe Search Tool allows you to query community posts, topics, and indexed content through the MCP connector. The AI assistant retrieves this data and uses its own capabilities to generate insights such as sentiment analysis across discussions, activity dashboards, member engagement breakdowns, and classification of search results by type.Example prompts:What were the most discussed topics this month? Run a sentiment analysis on posts from the last 30 days. Classify recent search results by type (questions, complaints, feature requests). What were the most recent topics in the community?Analytics ToolThe Analytics Tool allows admins and Community Managers to query community analytics data conversationally through the AI assistant. Previously, reviewing community KPIs required navigating to individual dashboards and manually comparing metrics across time periods.The following table describes the insight areas available through the Analytics Tool:  Insight Area What You Can Learn Community Health Overall community performance with period-over-period comparison across users, content, traffic, Q&A, and gamification. User Insights Individual user profiles and activity details. User Trends Registration trends, leaderboards, role breakdowns, active and churned user lists, and subscription activity. Content Performance Topic and reply analytics, Q&A metrics, response times, helpfulness ratings, and content gaps such as unanswered questions. Audience Traffic Pageview trends, visitor segments (contributors, reactors, viewers), and breakdowns by section or content type. Product Ideas Idea pipeline status, top-voted ideas, and delivered ideas.  Example prompts:How is the community performing this quarter compared to last quarter? How many new users joined in the last 30 days? Which categories have the most unanswered questions? Who are the top contributors this month?Note: The AI assistant retrieves data that matches the KPIs visible in your community dashboards. The accuracy of the results depends on the quality and completeness of the data in your community. Integrations Tue, 25 Aug 2026 18:32:20 +0200 https://communities.gainsight.com/ideas/analytics-for-custom-pages-23644 This is a currently limitation as outlined here:  My best proposed solution is to add a table to the Audience Dashboard, along with an option to filter. That dashboard already aggregates data for Unique Users and Total Page Views. Those are the two insights I’d like to see at the start.While using external tools like Google Analytics can give the insight, it is an barrier to adoption of custom pages and impediment to community management. User and View insights help: Measure impact and ROI of that custom page Is it getting the engagement we expected when it was built?  Is it having an impact that we might replicate with similar custom pages? Indicate success of the custom page’s strategy If it’s views are low, consider the navigation paths and Information architecture In the beta for Control Home, I’ve highlighted that I’d like to see these insights on that upcoming feature. But having the analytics built is an prerequisite to that being possible.   Tue, 25 Aug 2026 18:08:39 +0200 https://communities.gainsight.com/customer-communities-cc-17/insided-connector-for-workato-sandbox-setup-31600 I am trying to set up a connection between Workato and Gainsight CC Sandbox to automate some things.  When I tried to set up a connection, it gave me this error:Does this thing still work, and can it be used to connect to cc sandbox?The AI Answers search said that this connector can only be used in production, but that sounds crazy to me!  Has anyone tried this?  Customer Communities (CC) Tue, 25 Aug 2026 17:27:20 +0200 https://communities.gainsight.com/新機能-434/お知らせです-gainsight-cs-2026年7月-q2-リリースノートの日本語版が公開されました-31564  チームの皆さまへ Gainsight Q2 7月リリースノート - 日本語版が公開されました!!2026年7月リリースの日本語版をお届けします。主な新機能をご紹介します： 主なハイライト：ジャーニーオーケストレーターのAIプログラムビルダー – ジャーニーの内容を自然言語で入力するだけで、AIが公開可能なJOプログラムの下書きを自動生成します。 Gainsight Admin CLI – AIエージェントを活用し、自然言語コマンドでGainsightインスタンスの監査・設定が可能になりました。 MCPツール＆オブジェクト管理 – MCPを無効化することなく、LLMに公開するデータオブジェクトとツールを細かく制御できます。 タイムラインの機能強化 – アクティビティの複製、重要なアクティビティのピン留め、管理者定義ビューのチームへの公開が可能になりました。 JOプログラムゴールとメール返信による分岐 – 実際のビジネス成果を追跡し、顧客のメール返信有無に基づいてジャーニーを分岐できます。 AIメール件名生成とテンプレート内翻訳 – テンプレートビルダー内で件名のバリエーション生成とHTMLメールテンプレートの翻訳がすべて完結します。 **CopilotがリレーションシップをサポートCopilotまたはSlackから、リレーションシップデータのクエリやCTA・タイムライン・サクセスプランへのアクションが直接実行できます。 Gainsight CSでStaircase AIインサイトを表示 – Churn Risk（解約リスク）、Account Dark（連絡不通）などのシグナルをC360およびGainsightホームで直接確認できます。 スペースの機能強化 – 招待メールの事前テスト送信、子会社によるサクセスプランのフィルタリング、JOおよびグループ送信を通じた一括招待の自動化が可能になりました。 セキュリティ強化 – クリックジャッキング対策、S3へのIAMロール認証、作成時に一度だけ表示されるOAuthクライアントシークレットを導入しました。詳細については、Gainsightサポートサイトのリリースノートをご参照ください。 新機能 Tue, 25 Aug 2026 15:52:08 +0200 https://communities.gainsight.com/product-experience-px-16/editing-px-template-name-31574 I know you can’t delete a PX template, but how do you go about changing the name of a template? It’s a little convoluted to manage PX templates so not sure how to go about it... Product Experience (PX) Tue, 25 Aug 2026 15:19:10 +0200 https://communities.gainsight.com/super-user-engagement-60/how-to-set-up-the-points-based-leaderboard-19032 A points-based leaderboard is a great way to identify, highlight and motivate active users. In this article, you can learn how to configure your own point values, configure the dedicated leaderboard page, and set up leaderboard widgets on the homepage for different user roles (e.g. one for your customers, another for your employees). How to set up a points-based leaderboardSetting up the point values & select the time zoneLog in to Control and navigate to Gamification → Point system Configure the point values you want to award for each activity on the community and make sure the toggles are enabled. Set the timezone for your leaderboard. The weekly leaderboard will always reset at midnight (in the selected timezone) on Sunday/Monday. Press save changes, and you’re done! Configure the users shown on the dedicated leaderboard pageThe leaderboard page is available by default at yourcommunity.com/leaderboard. Both a weekly and all-time view are available. Up to 1000 users can be shown on both the weekly and all-time leaderboards. You can also configure user roles to exclude from the leaderboard page.Log in to Control and navigate to Gamification → Point system Under Leaderboard page setting, select any user roles you want to exclude from the leaderboard page (both primary and custom roles are supported). Press save changes, and you’re done! Add a leaderboard widget to the homepageSee this article for more information about homepage widgets.Go to the homepage and enable customization mode. Add a Container 2:1 widget. Press the + button in the sidebar panel and add the Leaderboard widget Choose a title, the max amount of users to show, the time ranges you want to display, and any user roles you want to exclude from the leaderboard. Add an empty status that will show when the leaderboard resets each week. This message will only be shown until there are > 3 users on the leaderboard. (Example below) Choose whether you want to show the current logged-in user’s ranking and points for this leaderboard (example below) Choose whether you want to show a link to the leaderboard page, and customise the text of the link. We recommend aligning the user roles you exclude from the widget and the leaderboard page, to avoid confusion. Press Done Press Publish - your leaderboard will now be visible on the homepage!An example of a leaderboard configured with the ‘current-logged in user’ setting checked.How to configure a link to the leaderboard page Example end result for the empty state of the leaderboard, and some starting HTML to build your own!When there are less than three users listed on the leaderboard, the leaderboard will show something different. You can either add text or, even better, an image which you can add via HTML. Below you can find an example as well as some code to get you started. Add the code below to the empty status HTML field on the leaderboard widget configuration<div style="padding: 0em !important; text-align:center;"> <div><img src="https://i.ibb.co/938sZLz/leaderboard-image-inspired.png" alt="trophy" style="max-width: 100%; padding:1em 2em" /> <p>The weekly leaderboard resets at midnight CET on Sundays. Now's your chance to take the lead!</p></div></div> FAQHow can users earn points?Users can earn points based on the following community activitiesReply marked as best answer (points awarded based on when the best answer is marked, not when the reply was created) Reply created Topic created Like received (or idea vote received) Like given (or idea vote given)What’s the time range of the weekly leaderboard?‘This week’ is a fixed 7 day time period (Monday-Sunday), rather than a rolling 7 day period. This creates a weekly competition/race to the topOther things that are good to keep in mind:If there’s a tie on points, then the user with the most recent activity is placed on top. We’ve taken your feedback onboard that people shouldn’t be rewarded for liking their own posts. It’s also possible to assign users points via the API, based on any external trigger you want! (Super-)user engagement Tue, 25 Aug 2026 14:02:01 +0200 https://communities.gainsight.com/customer-communities-cc-17/best-practice-for-managing-community-users-who-leave-their-company-31543 How are other Gainsight Customer Communities handling users who are no longer with the company associated with their community account?We regularly receive email bounces indicating that a subscribed community member is no longer at their company. I’m trying to determine the best practice for managing those accounts.I don’t think Ban is the right fit, since I associate that more with spam, abuse, or moderation issues. But Erase also seems potentially too permanent, especially if that person later joins another customer company and wants to participate in the community again.A few things I’d love to understand: Do you typically leave these accounts as-is, ban them, erase them, or use another process? Is there a way to deactivate an account or stop its email subscriptions without deleting the user? If a user is erased and later rejoins with a new work or personal email, can any of their previous badges, points, posts, or other community history be restored or connected to the new account? Would love to hear what other community admins are doing and what Gainsight recommends. Customer Communities (CC) Tue, 25 Aug 2026 13:23:49 +0200 https://communities.gainsight.com/customer-communities-cc-17/onboarding-email-expiring-31591 Hi all! I need some help.As we are coming upon the end of our first year open in Gainsight, our onboarding emails are expiring. I have them set to drip 1 day after registration, 7 days after registration, 14 days after registration and so on for their first 30 days.After archiving and duplicating the emails, I need to set the triggers so that each email is only sent to new registrants and not everyone who registered more than 7 days ago I am wondering if this is where our segments would come into play… would love some guidance! Thanks! Customer Communities (CC) Tue, 25 Aug 2026 12:50:56 +0200 https://communities.gainsight.com/カスタマーサクセス-cs-420/１つのアカウントで複数のスペース画面を閲覧したい-31613 複数のR360のスペース画面に招待したいクライアントさんがいる場合、どうすればよいでしょうか？スペース画面にて赤枠で囲ったタブが存在するため、複数のスペース画面を開けるのではと思った次第です。  カスタマーサクセス（CS） Tue, 25 Aug 2026 12:50:54 +0200 https://communities.gainsight.com/moderating-content-33/moderate-threaded-replies-in-customer-communities-31422 This article helps admins to enable and moderate threaded replies in Gainsight Customer Communities.Overview Enable Threaded Replies From Control Moderate Replies in Control  Moderate a Reply Moderate Replies in DestinationOverview Threaded replies help community users to respond to a specific reply within a post. This creates structured levels of reply, keeping the conversations direct and consolidated. As an admin, you can enable threaded replies from Control.The Destination view shows the community-facing thread as members see it. The Control view provides the full set of moderation tools and mirrors the destination layout, making it easier to cross-reference content while taking action.Limitations: Thread depth is capped at three levels (L1, L2, L3). Replying to an L3 reply posts the response as an L2 reply with an automatic @mention. Trashing or marking a reply as spam applies only to that individual reply. Child replies (L2 and L3) are not removed automatically. The sort order for L2 and L3 replies is fixed at oldest first and cannot be changed. Turning off the Enable Threaded Replies toggle hides all nested replies from view. They are not deleted and become visible again when the toggle is turned back on. Enable Threaded Replies From Control For communities who require a clean structure and consolidated view of replies, threaded replies can be enabled from the Control.To enable threaded replies:Log into Control. Navigate to Settings > Content and Replies. The Content and Replies page appears.   Turn on the Enable threaded replies toggle. Threaded Replies is now active in Destination and Control.IMPORTANT: When the threaded replies toggle is turned off, the nested replies are hidden in Destination. Replies are not deleted. Turning the toggle back on restores their visibility. Moderate Replies in Control  The Control provides the full set of moderation tools for topic replies. The layout mirrors the destination view, so content you identify in the destination is easy to locate in Control. You can access any topic or a conversation from Control: Log in to Control. Navigate to Content > Overview. The Overview page appears. In the Search text field, enter the topic name to moderate. The Topic Moderation page appears.The Topic Moderation page has the following sections: Original Topic Post: Displays the topic as posted by the community member, including the title, body text, and engagement options such as Like, Reply, and Share. Overview: Lists key metadata about the topic, including its type, creation date, section, category, view count, likes, and reply count. Details: Shows the editable properties of the topic, including the title, category, public tags, moderator tags, and labels. Write a reply: Provides a text field for the admin or community member to compose and submit a reply directly below the post. Pagination: Allows navigation across reply pages. Admins can jump to a specific page, move forward or backward, and control the number of rows displayed per page. Replies section: Lists all replies associated with the topic in the selected sort order. Nested replies appear indented under their parent reply, reflecting the thread structure.Moderate a Reply You can manage replies from the control in the Moderate Topic page. To moderate a reply:Click on the three-vertical dots menu.   The following options are available for moderating a reply: Edit: Click the pencil icon to edit a reply. Highlight: Click the arrow icon to highlight a reply. Pin: Click the Pin icon to pin a reply at the top of the list of replies. Link: Click the Link icon to copy the link of the reply to share. In addition to the above actions, you can also do the following:Promote a reply to a new topic Send a message to the author of the reply Send a moderation notice Mark a reply as spam Move a reply to a topicNote: When a reply is promoted to a new topic, the child replies are preserved in the new topic. Moderate Replies in Destination You can also moderate the replies in Destination. To do this:Log into Destination. Click the three-vertical dots menu.   The following options are available for moderating a reply: ​​​​​​​​​​​​​​Edit: Opens the reply in edit mode. Mark as highlight: Highlights the reply in the thread. Copy link: Copies the reply URL to the clipboard. Quote: Inserts the reply as a quoted block in the reply editor. Report: Flags the reply for a community guideline violation. Mark as spam: Marks the reply as spam for review. Trash: Moves the reply to Trash.   Moderating content Tue, 25 Aug 2026 12:38:35 +0200 https://communities.gainsight.com/ideas/aha-integration-22751 Would be great to see an integration with Aha! similar to what can be done with productboard Tue, 25 Aug 2026 09:54:08 +0200 https://communities.gainsight.com/ideas/staircaes-ai-lifecycle-events-org-personnel-changes-enhancement-31561 For this Lifecycle Event report there is an event and a signal can the details be added on where this is being picked up from? Tie out to the email or call etc. Similiar to the churn risk and churn notification has a direct quote column. Tue, 25 Aug 2026 09:17:43 +0200 https://communities.gainsight.com/meetings-office-hours-3/tuesday-us-admin-office-hours-cs-platform-aug-25-2026-1pm-pt-2pm-mt-3pm-ct-4pm-et-pre-session-thread-31612 Hello everyone!This thread is for our upcoming Tuesday US Admin Office Hours session, Tuesday, August 25, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Tuesday, August 25, 2026 at 1pm PT / 2pm MT / 3pm CT / 4pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/91309361364?pwd=PvFiHJ5a1urGo5Lj9IJiBQ7Qi5UUmE.1&jst=2 Meeting ID: 913 0936 1364Passcode: 292293 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/ac3pr3Vfwk Meetings & Office Hours Tue, 25 Aug 2026 04:31:16 +0200 https://communities.gainsight.com/customer-communities-cc-17/real-talk-how-i-ve-been-using-the-claude-connector-for-cc-31611 Okay, kicking off this thread because I keep saying "oh, Claude does that for me now" in random Slack messages or to my Gainsight CSM and figured I'd just write it all down in one place instead of repeating myself, plus I get to share it with all of you! If you've got the Claude Connector turned on, here's what's been living rent-free in my workflow lately. Disclaimer: I am in no shape way or form a guru at Claude. I’m still very much learning every single day and practicing.  My "living" dashboards mean I stop rebuilding the same report every week I got tired of manually pulling the same numbers every week/month. Now I've got a Community Engagement Dashboard. No rebuilding, no re-pulling exports. It helps me stay on top of our KPIs. Genuinely one of the bigger time-savers on this list. My monthly leadership update basically writes itself now It pulls last month's community stats, formats them slide-deck-ready with month-over-month growth, and drops them straight to my boss. What used to eat a whole afternoon is now "yep, that's done, next." Title suggestions that actually match our style guide Whether it's a member post that needs a clearer title or an employee writing a product update, I've got it checking against our Community Style Guide for compliance, clarity, and searchability before anything goes live. Small thing, but it adds up fast at our size. Ideation Product Management Leaderboard So this one is pretty fun...everyone likes a little competition right? To keep the Product Management team locked in with ideation SLAs, I’ve created an artifact that provides me with a time range and the ideation shipped over that course of time by Product Manager. It builds up some friendly competition as who doesn’t like taking home the trophy? Bonus with this one - our customers come out winning as we ship more enhancements everyday. Keeping a pulse on the quiet signals Pulling sentiment data alongside release feedback so I can actually see how a launch is landing with the community, not just eyeballing the comment counts and hoping that tells the whole story.A few things I've picked up if you want to try this yourself:Dashboards are worth setting up if it's something you'll check more than once. If it's a one-off question, just ask it directly and move on. It's honestly best at the tasks I'd otherwise procrastinate on, de-escalation replies, status updates, that kind of thing. That's where I've clawed back the most actual hours.What are other Gainsight Community Admins using it for? Drop your own, always looking for ideas.  Customer Communities (CC) Mon, 24 Aug 2026 23:56:22 +0200 https://communities.gainsight.com/ideas/holistic-read-only-setting-for-community-31610 Hi Gainsight Team, After a few deep dives in some threads, including this one: I'd like to formally request a built-in Read-Only role or permission level for Gainsight Community. Use case: our community is built for our customer base, but we also want employees to be able to browse it without posting, commenting, liking, or submitting ideas. We're managing this today with a custom role, but a native Read-Only setting would remove the manual upkeep.This matters for a couple of reasons tied to how we measure community health:Employee activity (likes, posts) can skew our content-engagement KPIs, since those numbers are meant to reflect genuine customer engagement. Employees submitting ideas or feedback that reads as customer input muddies the voice-of-customer signal our product and CS teams rely on.Since another admin raised this exact need in the thread above, it seems like a common enough pattern, any company running a community alongside internal employee access, that a native setting would benefit more than just us. Thank you for your consideration Mon, 24 Aug 2026 23:03:09 +0200 https://communities.gainsight.com/ai-moderation-454/configure-user-profile-moderation-30906 This article helps admins enable and understand AI-powered user profile moderation to automatically screen new users or accounts.Overview Limitations How User Profile Moderation Works Role Exclusions Enable User Profile ModerationOverview User profile moderation uses AI to automatically screen user accounts for spam or NSFW signals in the community. Accounts that are flagged are automatically banned, which stops bot and spam accounts before they can participate in the community.User profile moderation evaluates account data using the same moderation approach that is applied to community posts. The following user profile fields are analyzed during screening:  Profile Field Description Username The display name selected by the user during registration. Email address The email address provided during account creation. Signature Any text the user adds to their profile signature field. Profile fields Additional profile fields are populated during or after registration. Avatar image The profile image uploaded by the user.  Accounts identified with high confidence as spam or NSFW are automatically set to Banned and moved to the Banned Users group. Accounts flagged with lower confidence are placed in Waiting for moderator approval status for manual review.LimitationsUser profile moderation has the following limitations:Admin notifications: There is no notification sent to Admins when an account is automatically banned. Sensitivity configuration: The moderation threshold is fixed across all communities and cannot be modified.How User Profile Moderation Works User profile moderation runs automatically when a user registers or edits the profiles in the community. The screening process follows these steps:A user edits the profile, or a new user completes the community registration process. User profile moderation evaluates the user’s profile fields (username, email address, signature, profile fields, and avatar image). If the account is flagged as spam or NSFW, the system automatically bans the account and moves it to the Banned Users group. If the account is not flagged, the user proceeds with normal community access. Role ExclusionsUsers who hold the following roles are excluded from user profile moderation screening, regardless of whether the feature is turned on or off:Admins Community Managers Moderators SuperusersThese role exclusions ensure that trusted community members are never inadvertently flagged or banned by the automated screening process.Enable User Profile Moderation You can enable user profile moderation from the Moderation Agent page in the AI category. Once enabled, all new registrations are automatically screened before users can participate in the community.To enable the User profile moderation:Navigate to AI > Moderation Agent. The Moderation Agent page appears. Turn on the User profile moderation toggle.When enabled, the AI screens each new registration and either approves the account automatically or places it in Waiting for moderator approval status for manual review, depending on the confidence level of the evaluation.  AI Moderation Mon, 24 Aug 2026 22:21:59 +0200 https://communities.gainsight.com/platform-styling-51/basic-custom-css-third-party-scripts-tps-functions-22353 While the Gainsight Customer Communities platform offers you a great deal of built-in and code-free customization functions, you may want to leverage Custom CSS, HTML, or Javascript to further create a truly unique experience for your users.If you require direct assistance with this or you would like to explore more complex use-cases for customization or integrations, please reach out to our Professional Services team. They will be able to work with you to create amazing experiences for your end users. You can contact them at insidedproserv@gainsight.com. Before continuing, please note the following:Before you begin adding Custom CSS to your community, we strongly advise that you carefully review this article on Custom CSS Guidelines. This will ensure that you are following our recommended guidelines, which will help you maintain a more organized and systematic approach to styling. Custom CSS and Third Party Scripts will need to be maintained by you. Our Support Team is not responsible for creating scripts, maintenance of scripts, or adjusting of existing scripts that may stop working correctly. We recommend to have a developer on-hand to support you. We recommend using your sandbox / staging environment to test new Custom CSS before implementing it in your production instance. This will ensure that you do not adversely affect your community users’ experience, as you will have ample time and a safe environment to complete all your testing and manipulation of the code. Where to add Custom CSS, HTML, and Javascript   Changing the Avatar color Using an image for the default Avatar  Custom Groups Module Banner Image  Remove any ‘class’ item on the front-end of your community  Using code (in Third-Party Scripts) to hide content for Guest Users  Customizing the SSO Login Page for a Private Community  Removing the ‘Share’ button  Hiding the Reputation Bar  Hiding the ‘Quote’ button on content that is closed for comments   Where to add Custom CSS, HTML, and Javascript  You can add Custom CSS from the front-end of the community. When you are logged in as an administrator, you will see access it via the overlay, after opening the Theme mode, in the bottom-right corner of your screen. You can add HTML and Javascript in the Control environment. There, you will want to go navigate to Customization → Third Party Scripts. We recommend adding it in the Before </Body> section, as this will have the least impact on your community’s performance. Now that we know where to add CSS, HTML, and JS, let’s take a look at some specific things you could achieve.   Changing the Avatar color Before a community user adds an avatar in their Profile, their user will be represented by the first letter of their username and by a color from a default palette.To be fully ‘on brand’ you may want to change the color palette that this functionality chooses from or even define a single color for all users. Here are a few things to note before we dive into the code:There are a total of 9 variations of the user avatar. A random color is assigned to a user every time they sign in. The color palette is pulled from the the default Gainsight CC color palette.Here is the code that will allow you to adjust this:/*Change Avatar Colors*/#customcss #root .avatar-variant-1, #customcss #root .avatar-variant-4, #customcss #root .avatar-variant-7 { background-color: #454B1B;}Note that you can use this snippet to predefine a color for one, a set of, or all of the nine avatar variants. You can simply repeat the entire snippet if you would like to have different colors or include all nine variants in a single snippet if you would like all default avatars to use the same color. The color will be defined by it’s hex code - you can use a tool like this to help you define it.  Using an image for the default Avatar  By default, a user’s avatar will be a circle with a single color, chosen from a set of colors (either default or chosen by you - see the first item in this list, for more information). However, you may want to set your default avatar to be a designated image. Making this change can help you stay on brand and also encourage users to add their own image.First, you will want to add the following line of code in your Custom CSS section:/*use image for avatar*/#customcss #root .default-avatar{ background-image: url('https://upload.wikimedia.org/wikipedia/commons/thumb/1/12/User_icon_2.svg/2047px-User_icon_2.svg.png'); background-size: contain;}Please Note: You will want to replace the web address - https://upload... - with your own image. Ideally, this will be an image with at least 200x200 dimensions.  Depending on the image type you are using, you may also want to remove the background color of the avatar. To do so, you will want to add the following piece of code to your Custom CSS section:/*use image for avatar*/#customcss #root .profilepicture.qa-profile-picture{ background: none;}#customcss #root .default-avatar{ background:none; background-image: url('https://upload.wikimedia.org/wikipedia/commons/thumb/1/12/User_icon_2.svg/2047px-User_icon_2.svg.png'); background-size: contain;}Please Note: If you add this code, you do not need to add the first code snippet.  Custom Groups Module Banner Image  By default, the Groups module banner will be white and utilize the default font color. However, you can adjust the background to your Groups module banner through the following code. You will add it to your CSS:/* Groups Module header image */.group-overview-wrapper-title { background-image: url(https://image-url); height: 190px; background-size: cover; align-items: center; justify-content: center; display: flex; margin-bottom: 32px; margin-top: 32px; color: white; /* Full width breakout */ width: 100vw; position: relative; left: 50%; transform: translateX(-50%);}A few things to note:You can decide on the height of the overall banner, depending on your image size. You need to use the image URL where the image is hosted within the ‘background-image’ code line. You can reach out to our Support Team at ccsupport@gainsight.com if you want it hosted on the Gainsight CC platform, and they can provide you a URL. If you would like to align it to the left, center, or right, you will want to adjust this. Note that the color is different in the two code snippets - depending on your preference and the image your are using, you can adjust the color of the text. The first snippet actually makes use of the main color, configured via your Theme settings. Depending on how much space you’d like at the top or bottom of the image, you can adjust the margins.  Remove any ‘class’ item on the front-end of your community  Custom CSS also gives you the ability to hide (read remove) specific items from the front-end of your community. You may want to do so in order to create a more customized user experience or to bring your community’s visuals more in line with that of your company at large. To hide a specific element (also referred to as class) you first need to identify it. The simplest way to do so is to:Right-click on the webpage and select Inspect. At the top-left corner for the new window, there is a mouse cursor icon - select it. This will give you the ability to move around the webpage and identify the various items. Hover over and click on the item to identify it. Then, using some basic code, you can hide that element. Below you will find an outline on how to hide the + in the ‘Create Topic button. Using this outline, you will be able to hide other elements of your choosing by simply changing the class. Example: Removing the + sign in the Create Topic buttonFirst, identify the + sign by using the process described above. Your screen should look similar to this:There, you will see that this class is “header-navigation-button-icon”. Now that we have identified the class, we will want to open the Custom CSS option in the Theme mode. In the pop-up window, you will want to add the following code:/*hide plus sign in content addition button*/#customcss #root .header-navigation-button-icon{ display: none;}The first line simply states what the code snippet does. We recommend including this, in case certain items stop functioning properly down the road, as this will aide in identifying broken code snippets.The next lines identify which class we are addressing, and then we are telling the system to not display said class. Et voilà!  If the class you are targeting appears multiple times with the same name, for example in a list of items, you can use the following code to hide it:#customcss #root .form__row:nth-child(11) { display: none; } In this example, we’re hiding the 11th instance of the class “.form__row”. Using code (in Third-Party Scripts) to hide content for Guest Users  Depending on the experience you want to create, you can set up specific elements of your community to only display once a user is signed into their community account. This is most easily done by adding Javascript or HTML to your community’s Third Party Scripts (TPS) in Control, found within the Customization settings.Similar to what we described above with hiding elements via Custom CSS, this process follows a similar first step, in that you will need to identify the class (element) you want to hide. After that, however, the process changes slightly. Instead of adding this within the Theme → Custom CSS in the front-end of your community, you will add this to the Third Party Scripts section in settings, specifically in the Before </Body> section (recommended).Let’s look at an example to help us build this script - here, we will look at hiding the Leaderboard Widget from guest users.<script> // Hide leaderboard widget from guest users if (inSidedData.user.role == 'roles.guest') { $('.qa-widget-leaderboard_points').css("display", "none") }</script>As in the Custom CSS example, the first line simply describes what the code snippet does - this is recommended to include with all snippets, as it is extremely helpful to have when trying to identify a piece of code that is not working properly.Next, we are using an if statement to tell the system when to hide the element - in this case, we are hiding it from guest users.Finally, we are identifying the class we are hiding, i.e. our leaderboard widget.You can repurpose this code snippet to hide other items from Guest Users, as long as you identify the element correctly (using the process outlined in the Custom CSS section of this article) and place said element inside the parentheses (after the $-sign and before the .css). For a more general description of creating dynamic content, you can check out this article.  Customizing the SSO Login Page for a Private Community  If you are only using the SSO login method for your private community, you may want to hide certain elements on the login page. This can be done through Custom CSS in conjunction with Phrases. The process for this is outlined in this article.  Removing the ‘Share’ button  If you have a private community, you may not want users to be able to share posts from the community - since it doesn’t make much sense and you want to avoid any information potentially getting out. Therefore, you may want to take the extra step and hide the ‘share’ button entirely. You can do so quite easily by adding this simple code snippet to your Custom CSS section via the front-end./*remove share button*/#customcss #root .tooltip--share{display: none;}  Hiding the Reputation Bar  If you wish not to utilize the reputation bar - which counts the amount of likes a user has received - you will need to do two things:Reach out to our Support Team, and they will adjust a setting in the back-end of your CC to disable the functionality. Add the following code snippet to your Third Party Scripts section, found in the Customization Settings within the Control Environment:<script> //hide Reputation Bar in Profile { $('.list-item--reputation').css("display", "none") }</script><script> //hide Reputation Bar in community content { $('.reputation').css("display", "none") }</script>Once you complete these two steps, it will no longer be visible.PLEASE NOTE: If you would like to just change the ‘levels’ of the reputation bar, please reach out to the Support team, and they will be able to make changes to the levels.  Hiding the ‘Quote’ button on content that is closed for comments  If you have a closed topic, users will not be able to reply, so quoting users or parts of the content does not make much sense. To create a cleaner experience, you can elect to hide the ‘Quote’ button if the topic is closed for comments. The following script will let you do this - simply add it to your Third Party Scripts section in Control.<script>if (document.querySelectorAll(".qa-mesg-topic-closed").length) { document.querySelectorAll("a.qa-icon-quote.post__action-link").forEach((quoteLink) => { quoteLink.style.display = "none" })}</script>  These are some basic functions you can complete by using basic Custom CSS and adding code in your Third Party Scripts. As a reminder, however, you should reach out to our Professional Services Team at insidedproserv@gainsight.com, if you require additional support or a more complex custom solution. You can check out some of their amazing work by visiting the Gong Community, which makes heavy use of Custom CSS and TPS for a truly amazing and customized user experience. What are some of the ways you use Custom CSS? Feel free to drop some below and share your favorite ways of using this feature! -------------Last Edited: April 20, 2026 Platform Styling Mon, 24 Aug 2026 21:44:10 +0200 https://communities.gainsight.com/meetings-office-hours-3/explore-the-h2-roadmap-for-gainsight-cs-and-staircase-31608 We’ve been busy building, and we’re ready to share where Gainsight CS and Staircase is headed next.Join the Gainsight Product and Marketing teams on Thursday, September 3 at 11 AM EST for a live webinar and exclusive look at our product direction, where we’re investing, and the priorities shaping what comes next.Here’s what we’ll explore:Deeper customer intelligence to give teams a more complete view of their customers AI and agents that can take on more work across key workflows Smarter action so teams can prioritize what matters and move from insight to action faster Scale and automation to extend your reach across more of the customer lifecycle The evolving Gainsight experience with more customer context and action available wherever your teams workYou’ll hear directly from the teams shaping the roadmap, get a first look at what we’re working toward, and have the opportunity to ask questions and share feedback.We’ll come back to this Community discussion after the webinar too. We’d love to hear what stood out and what you want to see us tackle next.Register: https://gainsight.zoom.us/webinar/register/WN_fei89CfwQAGR53WHR2vzvQ#/registrationI hope to see you there! Meetings & Office Hours Mon, 24 Aug 2026 18:20:42 +0200 https://communities.gainsight.com/ideas/skilljar-add-sso-custom-attributes-manager-department-division-as-exportable-columns-in-reports-31609 We pass several custom attributes through SSO for our internal/enterprise users, specifically manager, department, and division. Today, this data is available in Skilljar and usable as filter criteria, but it isn't accessible as a column when we export User Engagement Reports.When we export engagement data to share with stakeholders (e.g., a manager's rollup of their team's training completion, or a division-level view of engagement), we currently have to filter the report down to the desired segment and export separately, then manually re-label or reconstruct which manager/dept/division applies to each row. We'd like to export a single report where those SSO attributes appear as their own columns, so the context travels with the data instead of being locked into filter logic.Requested functionality: When configuring/exporting a report, allow admins to select SSO custom attributes (e.g., manager, department, division) as includable columns, similar to how standard learner fields (name, email, enrollment date, etc.) can be included.This would let us build a single comprehensive export and pivot/segment it ourselves downstream, rather than running multiple filtered exports to get the same organizational context. Mon, 24 Aug 2026 18:17:11 +0200 https://communities.gainsight.com/ideas/conditionally-required-fields-31607 Hi there,It’d be great if we were allowed more flexibility in the realm of required fields.We input data to custom objects via editable reports and/or CTA linked objects. We need to be able to configure fields to be “conditionally required” based on data in another field on the record before being able to save it.That should also be a feature on standard object. It essentially needs to do just this: Conditionally Make a Field Required in Salesforce | Salesforce HelpSounds like a pretty widespread thing and we consequently need it.A Mon, 24 Aug 2026 16:06:07 +0200 https://communities.gainsight.com/customer-communities-cc-17/does-community-ai-search-respect-meta-robots-tags-31605 Hi team,Quick question as we roll out noindex, nofollow on some content restricted to general users in our community.Does AI Search respect the meta robots tag, or does it index based on permissions/audience settings regardless of what the robots tag says?Mainly want to make sure noindex, nofollow keeps content out of Google/AI crawlers without also hiding it from general users in AI Search.Appreciate the help.  Customer Communities (CC) Mon, 24 Aug 2026 15:25:15 +0200 https://communities.gainsight.com/customer-success-cs-15/why-does-aborting-a-rule-not-abort-31583 When we have a rule queued and try to abort it, nothing happens. It’s like the abort itself gets placed in the queue… While that is waiting to abort, any new executions (triggers from S3 upload) are still skipped because it sees that aborted run as still in queue. This doesn’t make sense; aborting something should be immediate. I’ve never seen this behavior anywhere else and it’s becoming an issue today. Customer Success (CS) Mon, 24 Aug 2026 14:18:39 +0200 https://communities.gainsight.com/meetings-office-hours-3/support-holiday-hours-september-2026-31606 We have a few holiday for September month across the globe. So we have modified hours for certain channels for the next couple of weeks while we give our team time off. Please find the modified schedule below.Holiday List:September 7 - Labor Day - US September 11 - Recharge Holiday - All September 14 - Ganesh Chaturthi - INDIACoverage Plan:Phone support disabled. Delayed response time on non-urgent issues Staffed 24 hours. Meetings & Office Hours Mon, 24 Aug 2026 13:36:46 +0200 https://communities.gainsight.com/ideas/improve-staircase-email-to-customer-mapping-for-partner-and-end-customer-scenarios-31604 Enhance Staircase email association logic to accurately map email conversations to the appropriate company based on the participants in the conversation. Currently, when emails are pre-logged by Staircase, communications intended for an end customer can be associated with the partner account instead.The desired behavior is:When a conversation includes only an end customer, associate the email with the end customer account. When a conversation includes both a partner and an end customer, associate the email with both records or provide configurable mapping behavior. When a conversation includes only a partner, associate the email with the partner account.This enhancement would improve the accuracy of Timeline Activities, AI insights, sentiment analysis, and customer health evaluations by ensuring communications are logged against the correct customer context. It would also reduce the need for manual domain mapping, account updates, or other workaround processes currently required to maintain accurate account associations. Mon, 24 Aug 2026 13:10:31 +0200 https://communities.gainsight.com/better-together-304/responsive-design-banner-31603 How can we control banner dimensions?Can banners be configured separately for:  Desktop  Tablet  MobileIs there a supported solution for responsive banners with different images/dimensions for each device? Better Together Mon, 24 Aug 2026 12:11:35 +0200 https://communities.gainsight.com/ideas/set-up-advanced-sort-order-of-articles-in-knowledge-base-categories-19936 Currently, all new articles added to the category appear at the bottom of the category. There is a way of sort articles in subcategories using drag-n-drop, but this is very inconvenient when you have a lot of them.It would be useful to have an ability to set up the default sorting of articles in a category:by Published date (acsending/descending) by a number of views, replies, helpfulness, etc. Mon, 24 Aug 2026 11:55:40 +0200 https://communities.gainsight.com/ideas/cross-feature-content-on-subforum-basis-19654 In order to cross-promote content to a better targeted audience we would like to be able to feature content in specific subforums. Example: We have the subforum "News" and we post an article about "iPhone X". Now we want to feature this article in the subforum "Apple" but not in all other subforums (like "Samsung", "Nokia" and so on). So our idea is to get enhanced functionality in the moderator tag like featured_subforum-[subforum-id] featured_banner-[subforum-id] featured_side-[subforum-id] Mon, 24 Aug 2026 11:11:32 +0200 https://communities.gainsight.com/ideas/more-intuitive-replies-hide-replies-box-for-posts-with-zero-replies-or-add-reply-button-to-post-21107 We’ve received some user feedback that it was not intuitive where or how to reply, and had seen an abundance of users using Quote to initiate a reply even when quoting isn’t necessary. My analysis is that the Reply (editor) box is often pushed “below the fold” and obscured by the 0 Replies box. Even with the “Be the first to reply” call to action, there’s not a clickable area that’s intuitive for the end user. See image below. Reply option is not visible within the window.  It seems that the 0 replies box is actually more of an X replies box that populates the reply feed on each post (and just displays a message when there are no replies. So it seems necessary to the architecture of each post that it goes: Post X Replies box Reply (draft/edit) boxMy proposed solution is to introduce logic that hides the X Replies box for posts where Replies >1. That would move the reply editor higher in the page and introduce a more intuitive UX. Alternatively, the most intuitive solution would be adding a reply option to the original post that’s similar to quote functionality: jump to the reply editor, just without the quote.I’d personally recommend both.  Mon, 24 Aug 2026 11:07:52 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-to-determine-how-many-people-are-subscribe-18699 Is there a way to determine how many people subscribe to a particular forum. I have several folks that have seen the subscribe button and wondering how many people have taken advantage of it for a particular forum. Thanks Customer Communities (CC) Mon, 24 Aug 2026 10:17:26 +0200 https://communities.gainsight.com/ideas/remove-the-new-tag-on-staircase-label-of-c360-tab-in-cs-31515 We’ve had Staircase rolled out for a while now, we do not need “New” to be listed on the tab of our C360 (it’s just plain incorrect!). Please can you remove this hard coded part of the UI?    Mon, 24 Aug 2026 08:35:27 +0200 https://communities.gainsight.com/better-together-304/is-there-an-option-to-upload-and-use-custom-font-families-31602 We tried uploading a new custom font family, but we couldn’t find any option to upload or host custom fonts. We also tried using a third-party font provider, but we encountered CORS errors when loading the fonts.As a workaround, we are currently using the default Google Fonts. However, I wanted to check if there is any other recommended or better solution for this.Could you also let us know if there are any upcoming releases or roadmap items that will address this limitation, such as native custom font upload and hosting within Gainsight Community? Better Together Mon, 24 Aug 2026 06:54:41 +0200 https://communities.gainsight.com/ideas/ability-to-merge-2-accounts-into-1-from-control-21203 @Julian I’d mentioned this to you I believe before but reading into other existing community topics I feel this warrants gathering upvotes from other users to evaluate the need.There are multiple use cases for such a feature:Authentication methods conflict resulting in a same person having 2 accounts, example:  (Which also happens to be a question around merging accounts). A community manager/ staff at community company leaving resulting in lost mentions and need to explain the situation to members example:  In both cases merging/ consolidating the activity of both users into one single account makes more sense then other options, enabling case 1 users not to loose any activity/ pipoints/ contacts/ subscriptions etc… and in case 2 all community members have consistency and continuity on the platform and the current community manager to have no loss of information or explanations to make… Finally perhaps less common but an interesting case for B2B companies:A person changes company and their SSO login tied to our App which requires the use of their professional email address, is therefore no longer valid and we need to be able to manually fix this as they’ve created a new account for themselves. We want our community to act as a career long partner and not being able to honour this would be disappointing! Sat, 22 Aug 2026 08:32:27 +0200 https://communities.gainsight.com/ideas/make-the-upvote-button-more-prominent-again-31501 With the threaded replies, the upvote button on Ideas has been demoted to a footer button on the first Idea post, which is very hard to discover for a user. Please make it more prominent on top of the post again. Sat, 22 Aug 2026 00:30:30 +0200 https://communities.gainsight.com/ideas/staircase-to-cs-writing-allow-lookups-in-cs-31601 This would likely pertain to other CRMs connected to Staircase as well, but the example here is when Gainsight CS is the CRM for Staircase.You can write fields from Staircase back to the CRM, which is great, but there isn’t really a lot of options like you might be used to when using something like Connector Jobs in CS. I know Staircase is supposed to be very simple, but there are real tradeoffs to that - namely, functionality.If not a full blown connector for CS and Staircase joint customers, I’d at least like the ability to write to lookups/different tables beyond just Company when writing from Staircase.For example:Some new objects recently were made available in CS - one is Company AI Attributes. The more useful one is the AI Insights, but I digress. This table is mainly a bunch of Booleans around insights - is the account dark, are they single threaded, etc.There is a wealth of other information in Staircase and right now, you have to create new fields on the Company object to write to them from Staircase. It would be great to be able to leverage this new table, and have the option to write there instead. This would be a great place to put all the insights in one spot, and allow companies to have some customization still on what they want to see, and how they want to see it. Sat, 22 Aug 2026 00:27:10 +0200 https://communities.gainsight.com/ideas/create-notifications-for-topics-28177 Would love to be able to set up notifications based on Topics. A couple of use cases:We have a new product migration coming up, and we’ve started to notify and migrate customers. We want to be able to keep an eye on the communications for that.  We created a topic, and we’d like to be able to send notifications to a Slack channel for that migration to get the feedback in front of the team responsible for the migration as quickly as possible. We’re releasing a new product and same concept as above.  We’d like to be able to share feedback on the product large scale without people having to log into Staircase to review. Fri, 21 Aug 2026 23:07:00 +0200 https://communities.gainsight.com/ideas/staircase-topics-should-be-insight-eventable-31595 I’m not fully sure how this would work, but here’s the general premise:You can set up custom topics to trawl for in communications in Staircase, which is great. You get topic breakdown reports, see which accounts are mentioning it, etc.However, unless it’s also tied to something like a churn risk or negative message type of insight, you can’t create alerts off of them, nor are they reportable in CS.Ultimately, here is what we would like to be able to do:Have these signals more visible in CS Be able to fire alerts on topics (e.g., when a competitor is mentioned) Be able to configure when to fire a CTA in CS when certain topics appear under certain conditions in CS.  For numbers 2 and 3, ideally, you’d also have some of the context aka evidence (link of the comm + snippet) so you don’t have to hunt down the origin.I use competitor mentions as an example, but it obviously wouldn’t be limited to just that. And while understanding the context of when to send these alerts might be a bit of a challenge for an org, having the capability would be valuable.For example, if you’re in the middle of a renewal period, and your customer is dropping mentions of competitors in emails/calls, that could signal a problem.Today, you have to rely on the topic reports, or topic section of an account page, which is fine, but it’s not a proactive alert, it’s passively there. Fri, 21 Aug 2026 23:06:04 +0200 https://communities.gainsight.com/email-campaigns-66/sending-an-automated-email-campaign-22249 Automated emails are ideal for: Onboarding emails (eg. an email flow that sends after 7, 14 and 30 days) Reactivation emails (eg. an email to users that haven’t been active for more than 30 days) Promoting certain actions (eg. an email to new users that haven’t joined a group yet) Publishing an automated campaign means that the email will be sent to a user once they match the criteria for this campaign after publishing. We will check the filters every hour. Users will only receive the automated email once during the lifetime of an automated campaign (so not every time they match the criteria).Note that automated campaigns automatically complete after 365 days, which means that they will no longer send out automated emails. 30 days before the campaigns complete, we’ll show you a notification on the Email Campaigns overview when they will complete. Follow the steps at the bottom of this article on how to reactivate completed or expiring automated campaigns.Creating an automated email Select the Email Type Select Automated as the email type Create the email itself Create a subject for the email (max. 256 characters) Create the body of the email Select recipients You can apply one or a combination of the following filters: Primary role Custom role Last activity Registration date You need to apply at least one filter before you can publish the automated campaign Note: We automatically exclude all users that unsubscribed from email campaigns and that have non-existing email addresses. Note: You’ll notice that you currently cannot select a Segment for automated campaigns. Since this is more complex (eg. what should happen if you update the segment for a live campaign), we’ve planned to add this in the near future.  ExamplesOnboarding emailOnboarding emails are emails that are typically sent out at various stages of your user’s lifecycle, all of which are meant to demonstrate value and drive engagement. To make sure that an email goes out to new users 7 days after they registered, you need to:Create an automated email campaign. Create an email message that, for example, highlights next steps on the community, areas to engage with or a piece of content that’s proven to resonate well with new users. Select the Registration date filter and set it to More than 7 days ago (in plain human: send out this email once they pass this threshold)Reactivation emailReactivation emails are typically sent out after a specific period of inactivity. This period can of course differ per community, but the goal is to remind them of the value your community adds while you’re still on their retina. That’s why you could consider starting with a reactivation email after 30 days, and increase or decrease that duration as you learn more about your audience.To make sure that an email goes out once a user hasn’t been active for more than 30 days, here’s how to set that up:Create an automated email campaign. Create an email message that, for example, reiterates the value of your community and has a clear and appropriate call-to-action (eg. asking a question in a specific category, viewing recent product updates, checking out new events, etc.) Select the Last activity filter and set it to More than 30 days agoCompleting an automated emailIn order to stop an automated email from sending, you can click the Archive button. This will complete the campaign and archive it. Note that completed campaigns cannot be resumed.Extending an completed/expiring automated emailAutomated campaigns complete after 365 days, after which you will need to:Archive the completed/expiring campaign Duplicate the completed/expiring campaign Make necessary changes to the email content and triggers (optional) Publish the duplicated campaignEditing an automated emailIf you want to make changes to an active automated email, you will need to complete the current campaign, duplicate it and make your changes there. This will allow you to better compare and contrast the effectiveness of the changes in terms of success metrics.    Email Campaigns Fri, 21 Aug 2026 22:31:49 +0200 https://communities.gainsight.com/training-certification-4/new-on-gainsight-university-put-ai-to-work-in-your-community-using-the-cc-mcp-31599 We just launched a new course for community managers and moderators: CC: Put AI to Work in Your Gainsight Community Using the CC MCP If you spend too much time pulling data, checking queues, and jumping between dashboards, this one's for you. The course shows you how to connect your AI assistant to the Gainsight Community MCP and use it to get real work done, faster.What you'll learn:Connect Claude (or another MCP-compatible tool) to your community, understand role-based access and permission settings, run sentiment analysis and content searches using natural language, and build prompts that return actionable results. You'll also walk away with a ready-to-use prompt library and hands-on practice scenarios built around real community management tasks.Who it's for:Community managers and moderators who want to spend less time hunting for data and more time making an impact. https://education.gainsight.com/cc-put-ai-to-work-in-your-gainsight-community-using-the-cc-mcpDrop your questions here or let us know which workflows you're most excited to try! Training & Certification Fri, 21 Aug 2026 19:02:43 +0200 https://communities.gainsight.com/ideas/extremely-negative-message-detected-31597 In the "Extremely negative message" detected email messages can details be added to include the signal and the direct quote. Right now just getting the email with either no info or the whole message isn’t helpful to understand how urgent the customer account is to action. I understand we can change the triggers but this would also be helpful to see similiar to how the Owner andTier are on the email details.  Fri, 21 Aug 2026 15:48:27 +0200 https://communities.gainsight.com/ideas/ability-to-pull-events-into-curated-content-section-of-community-discussion-forums-31594 For some reason you can’t pull in events into the “curated content" section of community discussion forums like you can within groups.I often program events specific to a discussion forum and would love to be able to highlight it in the same way I can in groups.  Fri, 21 Aug 2026 14:42:08 +0200 https://communities.gainsight.com/customer-communities-cc-17/email-campaigns-how-to-get-insights-about-how-much-of-the-quota-has-been-used-up-31596 Is there a way to see how much of the current quota has been used up?If not: I propose to build a status bar (or something like that) to show how much of the current email campaign quota has been used. This way, community admins can better plan ahead on which campaigns (and which segments, i.e. how many users) they can send out in the near future. Customer Communities (CC) Fri, 21 Aug 2026 11:29:24 +0200 https://communities.gainsight.com/user-roles-permissions-62/manage-your-profile-and-account-settings-31547 This article helps community members manage their profile, preferences, notifications, and account security in Gainsight Customer Communities.Overview Complete Your Profile Information General Preferences and Download Your Data Download Your Personal Data Manage Email Notification Preferences Change Your PasswordOverview Your community account settings give you control over how your profile appears to other members, what notifications you receive, and how you manage your account security. All settings are accessible from a single Settings page, organized across four tabs. My Profile: Update your profile information General Settings: Configure general preferences and download your personal data Notifications: Manage email notification preferences Password: Change your passwordComplete Your Profile Information The My Profile tab lets you update the information other community members see on your profile, including your picture, company, job title, and a brief personal description.To access your profile:Log in to Destination. Click your profile picture. A drop down menu appears. Select Settings. The My Profile page appears.   Click Edit to update your profile picture. (Optional) Click REMOVE AVATAR to remove the profile picture. Note: Profile pictures must be at least 90 x 90 pixels. The maximum file size is 5 MB. Fill in the details of your profile as required. Click Save to save the entered information.Note: Fields marked with an asterisk (*) are required.The following table describes some examples of the fields available in the My Profile tab: Field Description Profile picture Your community avatar. Must be at least 90 x 90 pixels and no larger than 5 MB. Company The name of your company or organization. Job Title Your current role or position. A bit about yourself A short personal description visible to other community members. Which Department You Represent The department you belong to. Select the option that best describes your team.   Additional fields can be added or existing fields deleted from the Control. For more information on profile fields, refer to the How to Configure User Profiles article.General Preferences and Download Your Data The General tab controls how your community activity and profile information are displayed to others, who can send you private messages, and gives you access to download a copy of your personal data. To configure your preferences:Log in to Destination. Click your profile picture. A drop down menu appears. Select Settings. The My Profile page appears. Select the General tab. The General settings appear.      The following table describes the options available on the General tab:  Setting Description Display your badges Controls whether your earned badges are visible on your profile. Select Yes to show badges or No to hide them. Display your reputation Controls whether your community reputation score is visible on your profile. Display your user title Controls whether your user title is visible on your profile. Add topic to subscriptions which you reply to When turned on, you are automatically subscribed to topics you reply to. Display numbers of new community activities Controls whether activity counts are displayed on the community navigation. Receive private messages from Sets who can send you private messages. Select Everyone or People you follow.  Download Your Personal Data The General tab also includes a Your data section where you can export a copy of all personal data the community holds about your account. This feature supports your right to data portability under GDPR Article 20.To download your data: Log in to Destination. Click your profile picture. A drop down menu appears. Select Settings. The My Profile page appears. Select the General tab. The General settings appear.   Click DOWNLOAD MY DATA. A banner is shown at the top, stating your file is ready for download. Click Download Now.The data package includes the following information:Profile information Posts and contributions Private messages AttachmentsManage Email Notification Preferences The Notifications tab lets you control which community events trigger email notifications. You can turn individual notification types on or off, and configure how frequently you receive reply notifications.To manage your notifications: Log in to Destination. Click your profile picture. A drop down menu appears. Select Settings. The My Profile page appears. Select the Notifications tab. The Notifications page appears.   Toggle each notification type on or off using the toggle switch next to its label. For Replies notifications, select either Notify me only about the first new reply since my last visit or Notify me about every reply. Click SAVE CHANGES to save the settings.The following table describes the available notification types: Notification Type Description Replies Sends an email when someone replies to a post you created or subscribed to.  Subscriptions Sends an email when new topics are posted in groups or categories you have subscribed to. Best answer Sends an email when an answer is marked as the best answer in a topic you subscribed to. Mentions Sends an email when another member @mentions you in a topic or reply. Private message Sends an email when you receive a new private message. Campaigns Sends emails from the community team, such as announcements or newsletters.  Change Your Password The Password tab lets you update your community account password. You must provide your current password before setting a new one.To change your password:Log in to Destination. Click your profile picture. A drop down menu appears. Select Settings. The My Profile page appears. Select the Password tab. The Password page appears.   In the Current password field, enter your existing password. In the New password field, enter a new password. In the Repeat new password field, enter the new password again to confirm. Click SAVE CHANGES. Your password is updated. User roles & permissions Fri, 21 Aug 2026 08:12:34 +0200 https://communities.gainsight.com/customer-communities-cc-17/somethings-s-gone-wrong-23536 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. Customer Communities (CC) Fri, 21 Aug 2026 02:10:39 +0200 https://communities.gainsight.com/ideas/automated-knowledge-base-reminders-31593 The ability to set reminders for when we want a knowledge article to be reviewed by our team to ensure everything stays updated and in compliance. Thu, 20 Aug 2026 20:14:24 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-give-members-control-over-their-personal-data-31553 Community members can now download all personal data held in their account directly from their profile page, fulfilling the right to data portability under GDPR Article 20.Here's What's NewExport personal data with one clickThe new Download My Data button compiles a complete data package for the member, including profile information, posts and contributions, private messages, and attachments.How to Download Your Data Click your profile picture Click Settings Select the General tab Click Download My Data For more information, refer to the Manage Your Profile and Account Settings article. Check out the Release Notes for more details. Have a question for ​@deepan? Drop a comment below! Thu, 20 Aug 2026 18:37:41 +0200 https://communities.gainsight.com/meetings-office-hours-3/thursday-us-admin-office-hours-cs-platform-august-20-2026-11am-pt-12pm-mt-1pm-ct-2pm-et-pre-session-thread-31592 Hello everyone!This thread is for today’s upcoming Thursday Admin Office Hours session on Thursday, August 20, 2026 at 11am PT / 12pm MT / 1pm CT / 2pm ET.Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!Conference Details (Zoom):Thursday, August 20, 2026 at  11am PT / 12pm MT / 1pm CT / 2pm ET Join Zoom Meeting:https://gainsight.zoom.us/j/97839906826?pwd=88gXZ7tmsZEX1V6sFoRB6cYPp8Uz28.1&jst=2 Meeting ID: 978 3990 6826Passcode: 774757 For dial-in info by your location, find your local number: https://gainsight.zoom.us/u/arU8WZ269 Meetings & Office Hours Thu, 20 Aug 2026 17:30:44 +0200 https://communities.gainsight.com/ai-search-375/forethought-ai-agent-in-customer-communities-31037 This article helps Admins configure the Forethought AI Agent integration as an alternative to AI Answers, providing a conversational AI-powered search experience in Gainsight Customer Communities.Overview How Forethought AI Agent Works Key Differences Between AI Answers and Forethought AI Agent Prerequisites Enable the Forethought AI Agent Community User ExperienceOverview Forethought AI Agent serves as an alternative to the existing AI Answers functionality in your community. Powered by Forethought AI Agents by Zendesk, the integration provides community users with AI-generated answers to search queries, the ability to ask follow-up questions in a multi-turn chat experience, and configurable escalation workflows such as support ticket creation.Unlike AI Answers, which generates summaries solely from your community content, the Forethought AI Agent is configured entirely through your Forethought account. This means you control which data sources the agent connects to, how the agent responds, and what workflows are available to your community users. You can connect the agent to your community content, external help centers, knowledge bases, and other data sources supported by Forethought.How Forethought AI Agent Works When a community user enters a search query, the Forethought AI Agent processes the query and returns an AI-generated response within the search results page. The agent experience includes the following capabilities:AI-Generated Answers: The agent provides a summary response to the search query, similar to AI Answers. The response is generated based on the data sources configured in your Forethought account. Follow-Up Questions: Users can ask follow-up questions directly within the agent panel using the Ask a follow-up... text field. This enables a multi-turn conversational experience that is not available with AI Answers. Related Articles: The agent displays related articles within its response, linking users to the source content that informed the answer. Escalation Workflows: Depending on how you configure your Forethought agent, users can trigger escalation flows such as support ticket creation. For example, if a user asks a billing or refund-related question, the agent can prompt the user to submit a support ticket directly from the community search experience.IMPORTANT: The agent experience, including what workflows are available and which data sources are connected, is entirely controlled through your Forethought account. Each community can have a unique agent configuration. Gainsight handles the integration layer; Forethought handles the agent configuration.Key Differences Between AI Answers and Forethought AI Agent The following table highlights the key differences between the existing AI Answers feature and the Forethought AI Agent integration.  Capability AI Answers Forethought AI Agent AI-Generated Search Summaries Yes Yes Follow-Up Questions No Yes Data Sources Permission based Access - Configurable (community, help centers, external sources) Configurable (community, help centers, external sources)  Escalation Workflows No Yes (configured in Forethought) Agent Configuration Managed by Gainsight Managed by the customer in Forethought Guest User Support Yes (when Search Summaries for all users is enabled) Yes (when Search Summaries for all users is enabled)  Prerequisites Before you enable the Forethought AI Agent, ensure the following requirements are met:An active Forethought account with access to the Solve API. A Solve API token generated from your Forethought account. UI Answers and UI Answers for guests toggles are enabled in AI > Search Agent settings.Enable the Forethought AI Agent Forethought AI Agent can be enabled from the control. To enable Forethought AI Agent:Log in to Control. Navigate to AI > Search Agent. The Secret Agent page appears. Turn on the Forethought Community Agent toggle.  In the Solve API token field, enter the API token from the Forethought account.The Forethought AI is now active in the Destination.IMPORTANT: You do not need to turn off the existing AI Answers toggles. When the Forethought Community Agent toggle is enabled, and a valid API token is saved, the Forethought agent automatically serves as the active search experience for your community users. If the Forethought Community Agent toggle is not enabled, AI Answers continues to function as normal.Community User Experience When a community user performs a search, the Forethought AI Agent appears at the top of the search results in place of the AI Answers panel. The agent displays under the label Community Agent with a Powered by Forethought AI Agents badge. The agent response includes an AI-generated answer with related articles. Users can continue the conversation by entering follow-up questions in the Ask a follow-up... text field at the bottom of the agent panel.  AI Search Thu, 20 Aug 2026 16:02:31 +0200 https://communities.gainsight.com/integrations-54/how-to-set-up-skilljar-federated-search-20067 Using our federated search integration with Skilljar allows your community members to simultaneously search through your community content AND your skilljar courses. Providing all valuable information in a single place.This guide will walk you through the Skilljar integration set up and how to activate federated search. How To Set Up a Federated Search Integration With SkilljarYou must be logged in as community manager or Administrator to set up an integration between Skilljar and the CC platform.Generate an API token in the Skilljar Dashboard Go to Control → Integrations → Apps → Skilljar Enter your API Token and subdomain and hit ‘Install’. Wait for the confirmation banner. The integration is now set up. Enable the ‘Federated search’ toggle and wait for the confirmation banner. Federated search is set up. Visit your community and validate if Skilljar courses show up by trying some search queries.Change the “Skilljar” label in the live-search dropdown directly in the community or in Control → Customization → Phrases. Edit or Add the following phrase: Module Forum, key federated.search.skilljar Integrations Thu, 20 Aug 2026 15:14:58 +0200 https://communities.gainsight.com/customer-communities-cc-17/strategies-for-increasing-category-subscriptions-31569 Hi fellow community managers,Has anyone cracked the code on getting more subscriptions for their community categories? We are still relatively new on the platform (about 3 months) and transitioned from Slack. The lack of email notifications for our lurkers is really hurting our MoM engagement.  We just started a monthly newsletter, which helped a little bit, but I truly think only regular notifications from categories in which they are interested are going to increase engagement long term. I have upvoted the idea for Daily/Weekly Digests , but would love to hear how others are overcoming this challenge. Thanks! Customer Communities (CC) Thu, 20 Aug 2026 14:57:00 +0200 https://communities.gainsight.com/customer-success-cs-15/group-send-attachments-size-increase-31588 Hi Team,Can we increase the individual and overall attachments size for Group send?  Customer Success (CS) Thu, 20 Aug 2026 12:46:05 +0200 https://communities.gainsight.com/ai-moderation-454/how-to-use-the-moderation-ai-agent-29103  This article helps moderators understand how to use Gainsight’s AI Moderation.Overview Why AI Moderation? How Does AI Moderation Work? Community Code of Conduct Moderation Status Moderator Tags Configure AI Moderation Content Moderation Widget Overview Community moderators are responsible for ensuring that user-generated content aligns with established guidelines and maintains a respectful, trustworthy environment. However, manually reviewing high volumes of content can be time-consuming, delay content publishing, and introduce inconsistencies in moderation.Using the AI Moderation from the Pre-Moderation Rules in the community settings, moderators can streamline this process. The Moderation AI Agent uses powerful AI models to evaluate content in real time, helping moderation teams screen posts faster and more consistently. Why AI Moderation? Moderation AI Agent helps enforce your community’s code of conduct by:Automatically detecting potentially inappropriate or harmful content. Flagging submissions for manual review or blocking them automatically based on risk level. Complementing existing tools such as Keyword Blocker and Spam Prevention.Moderation AI Agent can reduce the manual workload of your moderators, improve consistency, and accelerate content verification, while continuing to provide a safe and high-quality experience for all community members. How Does AI Moderation Work? Moderation AI Agent classifies posts and replies into Approved, Pending, or Trash, applying informative reasoning and descriptive moderator tags for human intervention, filtering, and review.It provides a fully automated moderation by immediately processing all User-Generated Content (UGC) through OpenAI's Moderation API, ensuring initial compliance. Post-clearance, the AI Moderation further validates content against detailed checks for adherence to community guidelines, absence of NSFW content, PII protection, and spam detection. Community Code of Conduct The code of conduct provides guidelines for the Moderation AI Agent and sets clear guardrails for moderation. This ensures that AI-powered moderation aligns with the unique needs of your community.You can reuse your existing public-facing community rules, code of conduct, or equivalent guidelines. In addition, you may include internal training documents that community managers use during onboarding. The Moderation AI Agent evaluates content against your code of conduct to make the initial decision about what is acceptable within your community.Note: The Community Code of Conduct can be up to 5,000 characters in length. Moderation Status Moderation AI Agent scores content on a scale of 0.0 - 1.0 and currently has three possible outcomes: Status Confidence Score Description Approved 0.0 - 0.4 Content is considered safe and appropriate. Content is approved, published, and visible in the community Pending 0.4 - 0.7 Requires manual review; borderline or uncertain content. Content is held in the Pending status, is not published, and is not visible in the community. Trash 0.7 - 1.0 Content violates community or Gainsight moderation guidelines. Content that is Trashed or Trashed and Reported is not published and is not visible in the community.  Moderator Tags Moderation AI Agent adds tags to each topic or reply that it reviews, to share insights on sorting, filters, and other analytics based on all content moderated.  Category Tags Positive Case Meets code of conduct SFW No PII No Spam Approved Pending Case Pending code of conduct Pending NSFW Pending PII Pending Spam Pending Negative Case Does not meet the code of conduct NSFW Contains PII Contains Spam Trash Other Cases Flagged by OpenAI AI Moderator To be reviewed by the community manager  Configure AI Moderation Moderators can configure Moderation AI Agent in addition to Keyword Blockers and Moderator Approval to ensure that the AI evaluates the content before it is published in the community.To configure AI Moderation:Log in to Control. Navigate to AI > Moderation AI Agent Turn on the Use AI Moderation toggle.Note: When AI Moderation is enabled, an AI moderator user is created. Gainsight recommends not deleting this user.   In the Code of Conduct, enter your community guidelines. (Optional) In addition to Administrator, Community Manager, Moderator, and Superuser, you can add additional roles whose content can be excluded from AI Moderation (Optional) Enable User profile moderation to review New member registrations. Registrations that don't pass are held in Pending for moderator review. Administrators, Community Managers, Moderators, and Superusers are exempt. Click Save changes. Content Moderation Widget Once Moderation AI Agent is configured, any Topics or Replies that do not meet your community’s guidelines are automatically tagged with Moderator Tags. These posts are then moved to Trash and Reported. You can review this content in the Content Moderation widget on the Control Home page.For more information on how to add this widget, refer to the Overview of Control Home article. AI Moderation Thu, 20 Aug 2026 12:42:19 +0200 https://communities.gainsight.com/product-updates/gainsight-cc-smarter-moderation-and-tagging-powered-by-ai-31587 Two new features give community managers better visibility into moderation activity and help members tag content accurately with less effort.Here's What's NewView Moderation Activity in the New Moderation DashboardThe Moderation Dashboard gives community managers a dedicated place to review moderation activity across their community, covering both human moderator actions and decisions made by the AI Moderation Agent.The dashboard surfaces two distinct sets of data: AI Moderation Agent outcomes: Counts of content Moderated, Approved, Trashed, and Pending within your selected date range. These figures reflect AI agent decisions only and require the AI Moderation Agent to be enabled. All-Time Moderation Totals: Cumulative counts since your community launched, across all moderators (human and AI combined). These totals are not affected by the date range filter.  For more information, refer to the Moderation Dashboard article.Improve Content Discoverability with AI-Assisted TaggingTag Assist uses AI to recommend relevant tags as members create posts, reducing the effort required to tag content accurately and keeping your tag taxonomy consistent over time.As a member drafts a post, Tag Assist analyzes the content and surfaces suggestions inline, drawn from your community's existing tag library. Members stay in full control: suggested tags can be accepted, ignored, or replaced with their own.For more information, refer to the Configure AI Tags article.A Note on Recent Label ChangesAs part of the Threaded Replies update released earlier, you may notice two small label changes in the community interface. The functionality behind both is unchanged: Upvote on ideas now appears at the bottom of a post alongside other actions, rather than at the top. Subscribe has been renamed to Follow on posts and ideas. These are intentional UI updates that shipped with Threaded Replies. No action is needed on your end.Getting StartedBoth features are available in your community now. To access the Moderation Dashboard, navigate to Analytics in Customer Communities Control and selection Moderation. Note: AI outcome data is only visible when the AI Moderation Agent is enabled. Tag Assist works automatically when members create posts. No additional configuration is required to surface suggestions. Check out the Release Notes for more details. Have questions or feedback for ​@Larry? Drop a comment below — or better yet, ask our new AI! Thu, 20 Aug 2026 10:39:51 +0200 https://communities.gainsight.com/ideas/follow-a-tag-27900 The following option should also be extended to tags.Why? Sometimes the posts are created in a wrong place, category. Following a tag increases your chances of being notified about topics you're interested in. Thu, 20 Aug 2026 08:09:02 +0200 https://communities.gainsight.com/ideas/front-end-moderation-by-users-19265 Hi all, We would like to be able to allow specific users (superusers and other top users) the opportunity to assist us with content maintenance on the front end of the community (not in control). For instance a basic level: Moving topics and posts from board A to board B - for instance from the Ask a Question- to a more relevant board. Add public tags to topics - this will help with overall SEO Merge topics and posts - this is particularly helpful if we have a number of new topics started during an outage. In addition, some trusted users can help with slightly more advanced moderation: Trash topics and posts (spam) Edit posts (profanity) Add/remove question mark and Mark as Answer Lock topics - particularly helpful if the community doesn't have a lot of staff coverage during weekends/evenings, and there's a hot topic getting out of hand. At the absolute top, we'd have long term community friends help with actual content management: Mod tags Post fields internal labels These moderation options can be part of an incentive for superusers: you will be able to help with moderation. Of course community staff should be able to immediately revoke someones moderation rights in case they abuse it. What do you think? could this be useful for your own community? :) Best, Ditte Thu, 20 Aug 2026 08:05:19 +0200 https://communities.gainsight.com/ideas/please-improve-out-of-the-box-email-reporting-7613 Out of the box reporting for standard industry email metrics does not exist in this platform if you want to be able to slice and dice the data. I have to look to AO Emails to refine by Vertical or Segment, rather than Email Logs, however, it's not intuitive. Email Logs vs AO Emails Sent / Delivered / Total Opens / Total Clicks / Unique Opens / Unique Clicks Email send time (this is equivalent to Delivered) / Email Open Count / Link Clicked Count / Last Email Opened Date / Email Clicked Date I'm not sure how that could be any less intuitive. Plus, Email Logs and these fields in AO Emails do not allow for Formula fields so I can't have a report or a dashbaord that displays these metrics in rates, from what I've tried so far. Email Template Performance Report, found in Program Analytics, would be a great start alas it is nowhere to be found in Report Builder and is missing some key metrics. Please give us standard email marketing metric fields that don't require this type of work around. Related posts: ​Percentage of click rate and open rate of the email delivered through Program​ ​Email Template Performance Report - customize columns Thu, 20 Aug 2026 08:04:52 +0200 https://communities.gainsight.com/ideas/new-program-chain-participant-list-with-each-data-designer-run-23324 In the new Program Beta experience, the Program is scheduled to run at a time independent of the sync of the list of Participants.  These should be chained, similar to the existing Program where the active Program is always looking for new participants and sending emails.  According to this ticket 29653, the new Programs only run at a fixed time set in the Program settings and the Data Designer or any other dependency may not have completed syncing the current information.Ideally, this enhancement would allow participants to join a program more often than once per day.We have some messages where we are trying to drive a client action within 48 hours, and with the timing of the syncs and the Program only running once per day, there is a chance they will not receive our email until after the time we are driving an action to happen. Thu, 20 Aug 2026 08:02:53 +0200 https://communities.gainsight.com/ideas/rate-limit-for-replies-31590 Problem:We recently experienced more than 900 spammy replies from a single user within a day, creating a significant volume-management and moderation challenge. We would like a way to control how frequently individual users can create new topics or submit replies within a defined period.Requested Feature:Introduce configurable rate-limiting controls that allow community administrators to limit the number of posts or replies a user can submit within a specified time window.Suggested Functionality:Allow administrators to define a maximum number of posts/replies per user within a configurable time period. Support separate limits for new topics and replies, or allow the same limit to apply to both. Example configuration: 1 post or reply per user every 10 minutes. Provide different rate limits based on user roles or permission groups, if supported. Display a clear message to users when they reach the limit, including when they will be able to post again. Allow administrators to temporarily increase, decrease, or disable the rate limit when needed. Ideally provide reporting or monitoring so administrators can identify users who are frequently hitting the rate limit.Business/User Impact:A configurable posting rate limit would help prevent sudden spikes in community activity, reduce spam and abusive posting behavior, and lessen the moderation burden on community teams. It would also provide administrators with a proactive control that can be used without having to ban users or entire regions.Priority: High – The ability to limit posting frequency would provide an important safeguard against unusually high-volume activity while preserving legitimate community participation. Wed, 19 Aug 2026 23:37:03 +0200 https://communities.gainsight.com/customer-communities-cc-17/disable-ideas-and-articles-from-category-topis-31579 Hello all! I am building a community for the first time and could use some guidance. Is there a way to edit the Category Topics on the main community page? I don’t see the pencil for editing so I wasn’t sure if there is a way to edit this from Control. We have built a custom page as a workaround, but I would love to use the basic function here. Thank you! Customer Communities (CC) Wed, 19 Aug 2026 23:01:53 +0200 https://communities.gainsight.com/customer-communities-cc-17/cc-ideas-review-q1-q2-2026-31540 A note before we beginEarlier this year, ​@erica.kuhl  shared how we're evolving the way we work with ideas in this community, making the process more structured, more transparent, and more consistent across our products. If you haven't read that post yet, you can find it here:Starting this quarter, we'll publish a brief ideas review every quarter for Customer Communities - covering what's been delivered, what's in discovery, and a few ideas currently being explored by our product team.A quick note on how ideas move forward: it's not a simple ranking system. Votes and comments are important signals, but prioritization also considers strategic alignment, technical complexity, and broader customer impact. We will continue to do our best in keeping you updated on all the ideas with utmost transparency. As part of our ongoing commitment to transparency, we've also spent time going back and updating the status of ideas that were released in previous cycles but hadn't been reflected in the platform. Some of the ideas listed here as released may have shipped earlier -  this is us catching up and making sure the community always has an accurate view of where things stand. Quick stats: Q1 & Q2   New ideas submitted 75 Ideas Released 44 Ideas in Development 10 Total votes cast 870  Ideas released:Top voted ideas that moved from your feedback to our product. Thank you for submitting them and sharing your context with our team. Currently in Development These ideas have moved into active development and our product team is currently building them. Development is the closest stage to release, and we'll share updates as they become available. Help us make this betterThis is our first edition of the CC Ideation Review, and we want it to be genuinely useful to you.We'd love to hear:What's useful about this format? What would you want to see more (or less) of? Any sections you'd find helpful in future editions?Drop your thoughts in the comments - we'll do our best to reflect them in the next report. Have an idea? Head to the Ideas board and share it with our team. Customer Communities (CC) Wed, 19 Aug 2026 22:27:55 +0200 https://communities.gainsight.com/ideas/for-emails-use-the-variable-first-name-under-profile-fields-opposed-to-just-username-31348 I’d like to use the "first name" in system and campaign emails under profile fields opposed to just username just “login information”. Sometimes people’s usernames don’t make the emails feel personalized and like spam or have weird characters and spaces. First name would look much better but it’s not an option. Wed, 19 Aug 2026 22:23:49 +0200 https://communities.gainsight.com/customer-communities-cc-17/onboarding-new-members-how-do-you-measure-success-31570 I have a community onboarding workflow that sends out 7 emails with the first month. I am considering to reduce that number to 5 or maybe 3. My sense is that these emails are not driving members to return and post/reply to topics. Here are some metrics, not sure if they are good or not: Open rates: 27 - 33% Clicked rates:: 5 - 10% (not all emails have a link to click) Unsubscribe rates: .6 - 2.6%I’d like to know how others are treating their new member onboarding. Is anyone doing anything with AI as it relates to onboarding?  I want to build a best in class onboarding workflow. I want to stop early churn before it starts.BTW - most of our emails contain links to parts of the community to explore, for example become a member in user group > user group page, etc - This might be the problem. My thinking is show people the community before they begin to start posting.  Customer Communities (CC) Wed, 19 Aug 2026 22:12:53 +0200 https://communities.gainsight.com/customer-communities-cc-17/automated-knowledge-base-reminders-31577 Is there a way to set a reminder - say yearly - to remind us to review content that is live at certain intervals? I cannot find anything that shows this is doable but would love to see if someone else knows. Customer Communities (CC) Wed, 19 Aug 2026 21:51:52 +0200 https://communities.gainsight.com/ideas/dropdown-list-field-mapping-in-cta-rules-17638 Hi Team,Currently, we are not allowing to map dropdown list field mapping in the CTA action in rules and the only option is to select the dropdown list values associated with that dropdown.Can we implement dropdown list mapping in the CTA action in rules.  Wed, 19 Aug 2026 18:48:14 +0200 https://communities.gainsight.com/general-information-26/overview-of-latest-product-releases-and-knowledge-base-updates-25164 Stay Updated! Subscribe to this article to receive the latest updates on product releases and knowledge base articles. This article contains detailed tables listing the latest product releases and recent updates in the knowledge base articles.Note: This article contains information for the current and previous quarters. Data for the quarter before the last is removed at the start of a new quarter. For instance, information for Q3 2026 and Q2 2026 is currently available. When Q4 2026 starts, Q2 2026 data will be removed.Latest Product Release Q3 2026 (August - October) Q2 2026 (May - July) Knowledge Base Updates Q3 2026 (August - October) Q2 2026 (May - July) Latest Product ReleaseThis table lists the new features and enhancements launched in Customer Communities.Q3 2026 (August - October) New Feature / Enhancement Release Date View Moderation Activity in the New Moderation Dashboard August 19, 2026 Improve Content Discoverability with AI-Assisted Tagging August 19, 2026 Export Personal Data Directly from Your Community Profile August 13, 2026 Q2 2026 (May - July) New Feature / Enhancement Release Date View Accurate All-Time Vote Counts in Idea Export v2 July 31, 2026 Out-of-the-Box Community Dashboards Are Now Generally Available July 31, 2026 Explore Deeper Community Insights with Enhanced Out-of-the-Box Dashboards July 31, 2026 Map More CS Objects in Profile Field Mapping July 31, 2026 Widget Visibility Renamed to Personalization With Refreshed Audience Options July 29, 2026 Engage in Richer Conversations With Threaded Replies July 29, 2026 Store Plain-Text Configuration Values Alongside Secrets in Developer Studio July 29, 2026 Find Answers Instantly with AI-Powered Search (General Availability) July 22, 2026 Track Search Performance with the Search Analytics Dashboard (General Availability) July 22, 2026 Add Suggested Questions to Your Community Search Banner July 22, 2026 View Community Engagement Data in Champion July 21, 2026 Apply Custom Layouts to Any Community Page June 16, 2026 Customize Page Layouts Per Language Variant June 16, 2026 Expose Topic Pages to Search Engines Using Sitemap Index June 16, 2026 Rename Languages in the Community June 16, 2026 Map Community Profile Fields to Skilljar June 16, 2026 Control What API Connectors Return to the Front End June 16, 2026 Interact with Community Data Through the Gainsight Community MCP CBeta] May 27, 2026 Forethought AI Agent for Enhanced May 27, 2026 Screen New User Profiles with AI-Powered Moderation May 13, 2026 Track AI Answer Engagement in Search Analytics May 13, 2026 Hyperlink Images in the Rich Text Editor May 13, 2026  Knowledge Base UpdatesThis table lists the newly published and updated articles in the knowledge base.New Article: New knowledge base articles explaining new feature launch.  Update Article: Existing knowledge base articles which have undergone significant changes or are impacted by a product release enhancement.Q3 2026 (August - October) Article Title Published Date / Last Updated On New Article / Updated Article Moderation Dashboard August 19, 2026 New  Enable and Use AI Tags August 19, 2026 New Manage Your Profile and Account Settings August 13, 2026 New Q2 2026 (May - July) Article Title Published Date / Last Updated On New Article / Updated Article Audience Dashboard August 18, 2025 No Update Content Dashboard August 18, 2025 No Update Engagement Dashboard August 18, 2025 No Update Product Feedback Dashboard August 18, 2025 No Update Q&A Dashboard August 18, 2025 No Update Self-Service Dashboard August 18, 2025 No Update User Dashboard August 18, 2025 No Update Subscription Status Dashboard March 03, 2026 No Update Subscription Trends Dashboard March 03, 2026 No Update Audience Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Content Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Engagement Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Q&A Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Self-Service Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update User Dashboard KPIs – Query Reference for CC Data Lake August 18, 2025 No Update Moderate Threaded Replies in Customer Communities July 29, 2026 New Widget Visibility July 29, 2026 Update AI Answers in Customer Communities July 22, 2026 Update Search Analytics Dashboard July 22, 2026 Update Customer Communities and Champion Integration July 21, 2026 New Getting started with the homepage June 16, 2026 Update Create a Localized Homepage June 16, 2026 Update Configure Language Settings June 16, 2026 Update Configure CC-to-Skilljar Field Mapping June 16, 2026 New Forethought AI Agent in Customer Communities May 27, 2026 New Set up Gainsight CC MCP May 27, 2026 New Configure User Profile Moderation May 13, 2026 New Search Analytics Dashboard (BETA) May 13, 2026 Update   General information Wed, 19 Aug 2026 18:10:34 +0200 https://communities.gainsight.com/dashboards-46/moderation-dashboard-31581 This article helps admins and community managers monitor and understand moderation activity in Gainsight Customer Communities.Overview Access the Moderation Dashboard  Understand the Key Performance Indicators AI Moderation Agent Outcomes All-Time Moderation Totals Overview The Moderation Dashboard gives admins and community managers a consolidated view of moderation activity across their community. It brings together data from both human moderators and the AI Moderation Agent, so you can see how content decisions are being made without having to cross-reference individual queues or logs.The dashboard surfaces two categories of data: AI agent outcomes filtered by a date range you select, and all-time cumulative totals across every moderator,  human and AI,  since your community launched.Use the Moderation Dashboard to:Monitor the volume of content reviewed and the decisions made within a specific period. Evaluate how the AI Moderation Agent is performing relative to your moderation goals. Track cumulative moderation health across your community over time.IMPORTANT: The Moderation AI Agent must be enabled to see AI outcome data on the dashboard. For more information on the Moderation AI Agent, refer to the How to Use the Moderation AI Agent article. Access the Moderation Dashboard  The Moderation Dashboard is available from the Analytics page in Control.To view the Dashboard:Log in to Control. Navigate to Analytics > Moderation Dashboard. The Moderation Dashboard appears. Understand the Key Performance Indicators The Moderation Dashboard tracks two sets of metrics: AI agent outcomes for the selected date range, and all-time moderation totals across your community. Understanding the distinction between these two sets helps you interpret the data accurately.AI Moderation Agent Outcomes These metrics reflect decisions made by the Moderation AI Agent within the date range you select using the date filter. The following table describes each metric: Metric Description Moderated The total number of pieces of content processed by the Moderation AI Agent in the selected date range. Approved The total number of pieces of content the Moderation AI Agent approved for publication in the selected date range. Trashed The total number of pieces of content the Moderation AI Agent moved to trash in the selected date range. Pending The total number of pieces of content that are still awaiting a decision from the Moderation AI Agent at the time of viewing.  All-Time Moderation Totals These metrics represent cumulative counts since your community launched, covering all moderation activity across every moderator, both human and AI. They are not affected by the date range filter.The following table describes each all-time metric:  Metric Description Approved Content Total topics and replies approved by moderation across all moderators, all time. Trashed Content Total topics and replies moved to trash by moderation across all moderators, all time. Spam Content Total topics and replies marked as spam across all moderators, all time. Dashboards Wed, 19 Aug 2026 18:06:37 +0200 https://communities.gainsight.com/ai-moderation-454/enable-and-use-ai-tags-31582 This article helps admins and community managers enable and use Tag Assist in Gainsight Customer Communities.Overview Enable Tag Assist Use AI TaggingOverview Tag Assist uses AI to suggest relevant tags as community members create posts, helping them categorize content accurately without needing to know your full tag library. Suggestions are drawn from your community's existing tags, Tag Assist does not create new tags, so your taxonomy stays consistent as your community grows.When a member drafts a post, Tag Assist analyzes the content and surfaces matching tag suggestions inline. The member can accept the suggestions, dismiss them, or add their own tags. The feature works alongside your existing tag settings and does not change how tags are managed in Control.Use Tag Assist to:Reduce tagging inconsistency caused by members using different terms for the same topic Lower the effort required for members to tag their content correctly Improve search relevance by ensuring posts carry accurate, consistent tagsEnable Tag Assist To use the AI tags, you need to enable Tag Assist from the control.To enable Tag Assist:Log in to Control. Navigate to AI Settings > AI Settings. The AI Settings page appears. Scroll down to the Features section and turn on the AI Tagging toggle. Use AI Tagging After AI Tagging is enabled, members see AI-suggested tags when they create a post. The suggestions appear automatically as the member types, based on the content they enter.To use Tag Assist when creating a post:Log in to Destination. Click + Create new Topic. The Create new topic page appears. In the Description text field, enter the content. The AI-suggested tags are now shown in the Tags field. Click the Tags text field to expand for more AI-suggested tags.  AI Moderation Wed, 19 Aug 2026 18:06:20 +0200 https://communities.gainsight.com/meetings-office-hours-3/emea-admin-office-hours-thursday-session-20-08-2026-31586 This thread is for the upcoming EMEA Admin Office Hours for Thursday, Aug 20th, 2026. Time: 1:00 – 2:30 PM UK Time Have questions? Drop them in this thread—we’ll cover them live during the session! Join Zoom Meeting (Note: this is a new link!)https://gainsight.zoom.us/j/94074862515?pwd=DAiixkKZfGaL7va9VNZiEiPiGUA261.1🔢 Meeting ID: 940 7486 2515 Passcode: 333404 One Tap Mobile (US)+17193594580,,94074862515#,,,,*333404#+12532050468,,94074862515#,,,,*333404# Dial-in by your location(US, UK, India, Israel, Canada & more) Find your local number Join via SIP94074862515@zoomcrc.com Join via H.323 US West: 144.195.19.161 US East: 206.247.11.121 India (Mumbai): 115.114.131.7 India (Hyderabad): 115.114.115.7 Netherlands (Amsterdam): 159.124.15.191 Germany: 159.124.47.249 Australia (Sydney): 159.124.104.213 Australia (Melbourne): 159.124.74.212 Brazil: 64.211.144.160 Canada (Toronto): 159.124.168.213 Canada (Vancouver): 159.124.196.25 Japan (Tokyo): 170.114.194.163 Japan (Osaka): 147.124.100.25 Meeting ID: 940 7486 2515 Passcode: 333404Looking forward to seeing you there!—ShivGainsight CSA Meetings & Office Hours Wed, 19 Aug 2026 18:06:20 +0200 https://communities.gainsight.com/ce-skilljar-by-gainsight-18/poll-what-lesson-type-are-you-planning-to-use-most-in-your-courses-31064 Hi everyone!Quick poll as you get into building your first courses. We're curious what content format you're leaning on the most.  CE & Skilljar by Gainsight Wed, 19 Aug 2026 17:45:01 +0200 https://communities.gainsight.com/ideas/automate-relationship-reparenting-31585 Once again, we’re an edge case but our business is such that we don’t know who the real customer is until the end of the contract. So we need to reparent relationships A LOT.We would like to trigger the reparenting through rules and not manually because of volume. Can we get an API action to trigger reparenting, please? We really do need to this in bulk.  Wed, 19 Aug 2026 17:28:00 +0200 https://communities.gainsight.com/ideas/allow-gainsight-admins-to-configure-the-default-state-of-the-group-by-company-relationship-checkbox-at-the-email-template-level-31584 Hi Team,We got a request from one of the customers as below -Enhancement Request: Allow Gainsight admins to configure the default state of the "Group by Company/Relationship” checkbox at the email template level.Today, when a user selects "Send Email" and Group Send is used, the checkbox is enabled by default. Users who do not want emails grouped by Company/Relationship must remember to manually uncheck it each time.Ideally, when configuring an email template, an admin would be able to specify whether “Group by Company/Relationship” should default to checked or unchecked when that template is used for a Group Send. The user could still change the selection at send time; the template setting would simply determine the initial/default state.Why this would be valuable:- Different email templates and use cases have different intended sending behaviors, so a single system-wide default does not fit every workflow.- It reduces the reliance on end users remembering to manually change the checkbox for particular types of sends.- It helps admins design templates that reflect the intended workflow and provides a more consistent experience across users.- It reduces the risk of emails being unintentionally grouped when the business process calls for individual sends, or vice versa.Desired behavior: When an admin creates or edits an email template, provide a setting such as “Group by Company/Relationship by default”. If enabled, the checkbox is pre-selected when that template is used; if disabled, it is not pre-selected. Users can still override the setting before sending. Wed, 19 Aug 2026 15:46:13 +0200 https://communities.gainsight.com/ideas/creating-timeline-activity-via-rules-2965 One more interesting use case in timeline, most of the customers are interested in creating time line activity via rules. Wed, 19 Aug 2026 14:43:25 +0200 https://communities.gainsight.com/moderating-content-33/ai-moderation-faq-29105 This article provides frequently asked questions about AI Moderation in Customer Community.Availability and Setup On which plan is the Moderation AI Agent available? Why is the Moderation AI Agent free of charge while other AI features, like AI Translations, are a paid add-on? Can the Moderation AI Agent be turned off or customized? Does the Moderation AI Agent support multiple languages? User Experience What does this look like for a community user when they post a topic or reply? Is there a noticeable delay in an acceptable or positive post appearing? Which topic types are supported? Will users be notified if their post is held for moderation? How Moderation Works How does the Moderation AI Agent perform its automations? How does the Moderation AI Agent decide when to Approve or Trash posts? How are false positives and false negatives handled? What happens to flagged or trashed content? How quickly does the Moderation AI Agent process content? Will the Moderation AI Agent operate fully autonomously, with no human review? Roles and Responsibilities What role do Community Managers play? Which user is responsible for the actions of the Moderation AI Agent? Performance and Risk How can moderation performance be tracked? Is there a risk that individuals could be negatively affected by the AI use case? Would service failure generate significant financial or reputational risk to the business? Data, Privacy, and Compliance Is user data stored or shared with third parties? Does the Moderation AI Agent retrain community data? Is the Moderation AI Agent used in sensitive contexts such as recruitment, safety, or vulnerable customer identification? Application Programming Interface (API) Changes Does the Moderation AI Agent make any changes to the API? Availability and Setup On which plan is the Moderation AI Agent available? The Moderation AI Agent is available for all Customer Community plans at no additional charge. Why is the Moderation AI Agent free of charge while other AI features, like AI Translations, are a paid add-on? The Moderation AI Agent is included at no additional cost because Gainsight considers powerful moderation a core trust and safety feature that every community needs. Can the Moderation AI Agent be turned off or customized? Yes. The Moderation AI Agent can be turned on or off as needed. It can also be fully customized to align with your community's rules or Code of Conduct. Does the Moderation AI Agent support multiple languages? Yes. The Moderation AI Agent is language-agnostic and analyzes content in any language. User Experience What does this look like for a community user when they post a topic or reply? Is there a noticeable delay in an acceptable or positive post appearing? Once posted, the Moderation AI Agent reviews the post using the Code of Conduct provided and approves it if it complies. Which topic types are supported? Questions, Conversations, and Replies to each of these topic types are supported. Will users be notified if their post is held for moderation? By default, posts are moderated without user notifications. However, your community team can notify authors via the Notify Authors button in the Control. How Moderation Works How does the Moderation AI Agent perform its automations? Each piece of user-generated content is first run through OpenAI’s Moderation API to meet baseline safety standards. Content that passes is then evaluated by the Moderation AI Agent using GPT-4.1. The agent validates the post against the community’s Code of Conduct and checks for NSFW, PII, and spam violations. The outcome is scored, tagged, and classified without human intervention. How does the Moderation AI Agent decide when to Approve or Trash posts? Moderation AI Agent is designed to evaluate the content based on below scoring factors:Score range 0.0 – 0.4: Approved automatically. Score range 0.4 – 0.7: Pending review by a Community Manager. Score range 0.7 – 1.0: Trashed and reported, but available for Community Manager review. How are false positives and false negatives handled? Uncertain cases are marked as Pending for human review. PII is auto-redacted and approved. Moderators can approve and restore trashed items, review moderator tags, and confirm reporting reasons for audit purposes. What happens to flagged or trashed content? Topics and replies that are reported with a human-readable reason are trashed. Pending posts remain visible only to your community team until resolved. How quickly does the Moderation AI Agent process content? Typically, within a few seconds. Posts with URLs or images may take longer due to external fetching and analysis. Will the Moderation AI Agent operate fully autonomously, with no human review? No. The Moderation AI Agent makes one of three decisions: Approved, Removed (Trashed), or Pending. When the agent is not confident, the post is marked Pending for manual review by your community team. Roles and Responsibilities What role do Community Managers play? Content marked as Pending is held for manual review. The Moderation AI Agent provides concise summaries via moderator tags so Community Managers can make rapid, informed decisions. Which user is responsible for the actions of the Moderation AI Agent? Moderation actions are associated with the community's AI-moderator user, a default type of user present in all communities using the Moderation AI Agent. Performance and Risk How can moderation performance be tracked? Moderation actions can be tracked from the Content Moderation widget, available on the homepage. Full details are available in Content Overview as well as the Trash, Reported, and Pending queues. Is there a risk that individuals could be negatively affected by the AI use case? The Moderation AI Agent is designed as a net positive for every community. It enhances trust and safety, reduces spam, keeps conversations on topic, and ensures a safe space for all members. It also serves as an effective assistant for Community Managers, Moderators, and Admins. Would service failure generate significant financial or reputational risk to the business? If the service fails, standard manual community moderation procedures would resume until normal service is restored. Data, Privacy, and Compliance Is user data stored or shared with third parties? Content is processed transiently and sent to Gainsight’s provider, OpenAI, for analysis. Gainsight enforces a Zero Day Retention policy and does not permit training on any customer data. Personally identifiable information (PII) is redacted where possible before storing outputs. Does the Moderation AI Agent retrain community data? No. Customer data is not used to train the underlying models for Gainsight or its external providers. Is the Moderation AI Agent used in sensitive contexts such as recruitment, safety, or vulnerable customer identification? No. The Moderation AI Agent is not a sole decision-maker in high-risk scenarios. Sensitive cases use the Pending flow with human review to ensure accuracy and fairness. Application Programming Interface (API) Changes Does the Moderation AI Agent make any changes to the API? Yes, when the Moderation AI Agent is implemented for the first time, four subscriptions are added to the web-hook API. These hooks are conversation.Replied, conversation.Started, question.Asked, and question.Replied. These are used by the API to listen for changes within your site, and moderate the content when a user starts or replies to a conversation or question within your community. Moderating content Wed, 19 Aug 2026 12:51:55 +0200 https://communities.gainsight.com/ideas/quick-way-to-create-a-person-from-a-timeline-draft-9857 When forwarding an email to Timeline, it ends up in Drafts when the contact does not exist. It would be nice to be able to quickly add the email contact as a Person from the Timeline Draft before logging the Activity. Wed, 19 Aug 2026 12:50:10 +0200 https://communities.gainsight.com/ideas/timeline-increase-character-limit-to-more-than-32-000-10817 Posting on Behalf of a Customer. It is found that certain emails are not able to be logged from drafts due to Notes exceeding the character limit. It is being requested that the limit and logic check to be increased if possible as it would help retain important information for emails that would otherwise be truncated. Wed, 19 Aug 2026 12:40:45 +0200 https://communities.gainsight.com/ideas/increase-limits-in-scorecard-exceptions-10168 I'm sure there's been several topics on this already, but I couldn't find an idea on this specifically that was currently in an open status (not sure if I missed it). I'm requesting to increase the number of criteria and exception rules allowed in Scorecard Exceptions. Currently, each exception rule can only have 3 criteria. In addition, there can only be 5 exceptions (per Measure Group or Overall Score). This is definitely a limitation for customers who have a lot of scorecard measures. In our use case, we want to change the logic of the scorecard to work as follows:  if any measures are red, the overall health is red. If any measures are yellow, the overall health score is yellow. Otherwise, the overall health score is green. We only have 7 measures on our scorecard (see Figure 1 below).                                                       Figure 1: current scorecard landscape However, despite having less than 10 measures, when I tried to write the exception criteria for our use case, I ran out of both criteria and exceptions. As you can see in Figure 2, I am not able to add all my measures to the first exception rule. As a result, I end up using up all my exception rules available (Figure 3). I ran out of exception rules and am not able to add my last criteria for our “EDI” measure.                                                        Figure 2: Criteria Limitation                                                          Figure 3: Exception limitation I got around this by using the new scorecard weights feature. Here I was able to use the Measure Groups. But as a result, I had to group everything into groups of 3 (See Figure 4).                          Figure 4: adjustments made to scorecard configuration While this works for now, the same limitations apply. There can only be 3 criteria per exception, and 5 exceptions per measure group (or overall score). We will run into the same problem we did before if we decide to add more measures. Wed, 19 Aug 2026 12:40:17 +0200 https://communities.gainsight.com/ideas/the-ability-for-the-user-to-download-personal-data-themselves-roa-21395 What: I wish there are option in the user settings where users can download their personal data by themselves, whenever they wants.User should be able to downloadPersonal information Community content (Content user have posted to the community; topics, replies, uploaded pictures etc)In machine-readable form. Why: Today, if user wants to use his/hers legal right (RoA, Right of Access) to see what data is stored in the community user have to request it from the company or community admin. Who uses API to collect and download the data. Then data can be sent to the user.This current process takes time. Also it takes too much resources from as (as a admin) Also it is difficult for the member, user have to wait several days / weeks (max 30 days) to see the data Also this current process isn´t transparent, when member can´t do something by him/her self There are platforms where this is possible. I wish Insided offer this option also. Wed, 19 Aug 2026 12:32:30 +0200 https://communities.gainsight.com/community-news-2/what-s-your-go-to-mcp-prompt-share-it-with-the-community-31433 Hi everyone! I’m excited to announce that we just launched our Gainsight MCP Prompt Library. The library is a growing collection of ready-to-use prompts and skills built for Gainsight's MCP servers, so you're not starting from scratch every time. Explore the prompt library But here's the thing...The most useful prompts and skills come from people actually using these tools day to day, figuring out what works and what doesn't.If you've found a prompt that saves you time, surfaces something useful, or just fits neatly into how you work - we'd genuinely love for you to share it here. Drop it in the comments with:What it does: A quick description of the use case The prompt itself: Copy/paste ready Which product: Customer Success, Staircase, Skilljar, Customer Communities, or Product ExperienceThe more people share, the more useful this becomes for everyone.We'll also be featuring standout community prompts in the library over time, so this is a real chance to get your workflow in front of the broader Gainsight community. And for those who are not using the MCP yet or still getting started, we’ve got you covered! The AI Learning Hub is a great place to begin. Can't wait to hear about what you're all building. Community News Wed, 19 Aug 2026 12:32:28 +0200 https://communities.gainsight.com/ideas/ability-to-select-timline-activity-type-when-logging-to-timeline-via-gainsight-assist-9932 Our CS team is LOVING the new Gainsight Assist Chrome Extension, but we have 1 major request that would take it to the next level. Currently, all emails Logged to Timeline show up as an ‘Email’ activity type. In most cases this may make sense, but we have a few situations where we’d like to be able to select the activity type the email should be logged to.One specific example is our team’s focus on Strategic Engagements with their customers. Currently, if they have a strategic conversation they are sending a follow up/recap email via Gainsight Assist that is being logged as an email. To ‘get credit’ and accurately report on our strategic engagements, they are then copy/pasting the recap into a new Strategic Engagement timeline activity and logging that via Global Timeline or the C360. It would save a lot of time if while sending their recap email they could select a drop down to log the recap as a strategic engagement instead of a generic email. Wed, 19 Aug 2026 12:29:20 +0200 https://communities.gainsight.com/ideas/allow-screenshots-to-post-directly-to-timeline-entry-10497 Allow Timeline Horizon to paste a screenshot directly to the body of a timeline entry.Prior to the Horizon update in timeline, CSMs were able to copy/paste screenshots directly to a timeline entry and it would post to the body of the message.  Since the update, we have lost that functionality.  Now screenshots are saved as attachments.  Not the end of the world, but it adds more clicks and since Gainsight is trying to minimize the clicks and user experience, this seems like a good opportunity to give back previous functionality.   Below is a screenshot of a timeline entry with a screenshot saved to the body   Wed, 19 Aug 2026 12:24:26 +0200 https://communities.gainsight.com/ideas/ability-to-configure-custom-timeline-views-for-end-users-11079 There was a recent update to allow admins to configure custom views for cockpit for End Users. When will this awesome feature be available for timeline? Would be great to set these up ahead of time to reduce burden for CSMs who wont know how data is organized in Gainsight to select fields, Thanks! Wed, 19 Aug 2026 12:04:50 +0200 https://communities.gainsight.com/ideas/syncing-timeline-activity-type-to-slack-channel-4861 We're interested in syncing gainsight up to a slack channel, and populating it when a custom activity type is created in Timeline. We have a "Customer Wins" activity type, so our leadership wants to see these surfaced in slack everytime someone enters one into GainSight.  Does anyone else here have something similar set up? Overall curious if this is possible and how easy it may be.  Wed, 19 Aug 2026 12:01:34 +0200 https://communities.gainsight.com/ideas/add-mandatory-fields-at-task-level-2100 The Mandatory fields feature in November release is great, but would like to see it extended to the Task level also as we do have some CTAs that span a lenghty amount of time (up to 90 days) and would be good to prevent an individual task from being closed unless they have completed Mandatory fields. Wed, 19 Aug 2026 11:58:33 +0200 https://communities.gainsight.com/ideas/customize-timeline-fields-sally-can-access-2440 I would really love the ability to customize what fields are available when logging a timeline activity through Sally. Our CSM's have quite a few activities to log by the end of the day, and they would love to do it all through Sally instead of clicking into each C360 page. However, we need them to log data in a custom field on the activity. Will it ever be possible to customize what fields a CSM can fill out through Sally instead of just the subject, date, time, note, and duration? Wed, 19 Aug 2026 11:53:30 +0200 https://communities.gainsight.com/ideas/ability-to-follow-ctas-3305 It would be nice to be able to follow a CTA so you would get notifications of when something changed and what changed for this CTA. Wed, 19 Aug 2026 11:52:06 +0200 https://communities.gainsight.com/ideas/option-to-select-task-display-order-at-playbook-level-4205 We would like additional flexibility to set the Task Display Order at the Playbook level.  Some CTAs we want to have the tasks display in Due Date order, where the individual tasks are more strict when it comes to timing vs. others where the timing order is less restrictive (i.e. 4 tasks to be completed within 60 days, timing at discretion of CSM) we would want to display in Playbook order. Wed, 19 Aug 2026 11:51:38 +0200 https://communities.gainsight.com/ideas/timeline-dates-5508 Timeline entries are sorted by the date that you created the timeline post not the date you enter in the post.  Some of our CSMs put things in retro-actively at times, so this is causing some confusion.  Would it be possible to change the sorting to be by the date that you enter on the post and display that date? They have also requested the ability to filter by date as well as the current options. Wed, 19 Aug 2026 11:49:53 +0200 https://communities.gainsight.com/ideas/success-plan-reporting-drafts-and-objectives-1298 Not sure if anyone else has noticed this, but I have a report that my teams use to show overdue CTAs, and it's including objectives from Success Plans that are still marked as Drafts. I can obviously add an exclusion to the report to remove them, but it didn't make sense to me that those should be included, especially since they are excluded from showing up in the cockpit. Support informed me this is intended, and suggested I post here. It's been very confusing for my leaders and CSMs, so thought others might also want to be aware. Adding the content of the merged IdeaCurrently, if the success plan is in draft state and if we try to open a CTA from report or from notification link its throwing an error – “The CTA you are trying to access could not be found as it might be in draft state or deleted or due to a system error.”As the error message is not referring to Success plan but referring to CTA, can we change it to “The associated Success plan is in draft state, so the CTA you are trying to access could not be found” it will make the customers easily understandable. Wed, 19 Aug 2026 11:48:37 +0200 https://communities.gainsight.com/ideas/admin-access-required-for-mass-deleting-timeline-drafts-for-all-the-users-7392 Hi Team, One of our customer is looking for a feature where admins can mass delete the timeline draft for all the users in the org. This will save time for users. Admin can review it and can speed up the process. Current behaviour : Only users can mass delete their own draft, but not admins. Expected behaviour: Need admin access to mass delete draft for all the users in the org Best, Hardik Wed, 19 Aug 2026 11:46:02 +0200 https://communities.gainsight.com/ideas/success-plans-attaching-external-documents-3498 Success Plans are going to be a big part of how we use Gainsight. From speaking to our project manager, there doesn't seem to be a function to upload external documents to your success plan. This would be very beneficial when creating these as the text boxes are quiet limited when entering the description information. Ideally we would like yo attach an external document which our CSM's can reference when reviewing and editing the Success Plans. Wed, 19 Aug 2026 11:42:08 +0200 https://communities.gainsight.com/ideas/add-internal-and-external-recipient-fields-to-the-sally-post-to-timeline-option-8369 Hi Guys, Can we add internal and external recipients fields in Sally for post to timeline option. Please refer to this screenshot. Wed, 19 Aug 2026 11:35:33 +0200 https://communities.gainsight.com/ideas/rename-standard-timeline-activity-types-3373 The four standard activity types -- "Update", "Meeting", "Email", and "Call" are very limited in how they can be edited. We do not want to use the "Call" activity, because I actually have three different custom call types that I've created, and this one can't be renamed. Therefore, I've deactivated "Call". However, it still counts towards my limit of 10 Activity types. I would like to change "Meeting" to "In-Person Meeting". We meet in person with our customers rarely, so I'm concerned that CSMs will think that "Meeting" is actually a Activity type they could use for generic/miscellaneous calls. "Email" cannot even be deactivated. We do not want our CSMs to be tracking their emails in Timeline. If they have something substantial, they can log it as an "Update". However, this still counts towards my limit of 10 Activity types. Wed, 19 Aug 2026 11:25:40 +0200 https://communities.gainsight.com/ideas/reparenting-tool-in-gainsight-for-merged-accounts-1628 Hello Often times in SFDC, their can be mergers and acquisitions, or even just general clean up efforts, where accounts and their children records get merged.  SFDC has a very clean process for this. Wondering how we can achieve parity in Gainsight.  Examples include having two accounts merge in SFDC, then allowing someone to manually fire a process that looks at all records in Gainsight between Account 1 and merging to Account 2. Part of this will require allowing "re-parenting of children records", which is currently UNCHECKED (FALSE) on all Gainsight objects. Wed, 19 Aug 2026 11:14:53 +0200 https://communities.gainsight.com/ideas/enable-threaded-replies-from-email-client-responding-to-timeline-at-mention-email-8028 Can we replicate the functionality google and other commenting sites have trained users on? You have received this email because you are subscribed to all discussions on ROI SP Tracking Aug 2019. Change what Google Docs sends you. You can reply to this email to reply to the discussion. (empahsis mine) Gainsight already knows the context and which timeline entry to post to. Is this on the roadmap? ETA? Wed, 19 Aug 2026 11:14:17 +0200 https://communities.gainsight.com/ideas/changing-owner-on-success-plans-1418 When you change the owner of the Success Plan, it doesn't change the owner of any of the objectives or tasks, and you have to do each separately. Could you get the same prompt for when you change the owner of CTAs so that you don't have to do the Success Plan, and then, all the objectives? Wed, 19 Aug 2026 11:06:07 +0200 https://communities.gainsight.com/ideas/stop-non-admin-users-from-deleting-ctas-3365 We need the ability to only let administrators delete CTAs.  We would like our reps to close the CTAs and not delete them. Wed, 19 Aug 2026 11:02:47 +0200 https://communities.gainsight.com/ideas/manual-cta-for-multiple-accounts-3596 Apply CTA for multiple accounts Manually. Scenario: if a user has to go through a process of adding a CTA manually and has to replicate this for all the accounts that he/she is responsible for, currently the only way is to get into a Customer360 page for all the accounts and create the CTA or through the Cockpit Tab. It would be easier/convenient (flexibility) if the user is allowed to select multiple accounts from a drop down while creating the CTA.  Wed, 19 Aug 2026 10:56:34 +0200 https://communities.gainsight.com/customer-communities-cc-17/how-to-use-hero-images-and-descriptions-in-community-pages-31521 I have been having some issues using Descriptions and Hero Images in GS CC. When the page scales outside of monitor sized screens, the text from the descriptions get blended into the Hero image input in admin.I put the examples and locations where this is happing at for clarification.   Does anyone have any suggestions to have this be a better user experience? Customer Communities (CC) Wed, 19 Aug 2026 10:01:14 +0200