Skip to main content

Discuss Gainsight Products

Ask questions, find answers and help others get the most out of all the Gainsight products

7733 Topics
Joris
JorisGainsight Employee ⭐️
posted in Customer Communities (CC)
Help us shape Autopilot - our AI-powered chatbot

We’re developing a new AI-powered search and chatbot tool, Autopilot, and we’re looking for customers to join us in a pilot program. If you’re interested in testing cutting-edge technology and influencing its development, we’d love to hear from you.What we’re buildingAutopilot will serve as an AI-powered CSM that provides comprehensive support by connecting to all available knowledge sources within your organization. This includes community interactions, knowledge bases, and other internal systems, ensuring that your customers receive accurate and timely answers. Our vision is to make the community and chatbot the central hub where your customers can go for everything related to support and customer success.Preview in actionTo give you an idea of what Autopilot will be capable of, we’re designing a user interface that will integrate seamlessly into your community, product, and support channels, offering AI-generated answers and suggestions that can adapt to the needs of your customers.

41121
Yoeri
1 month ago
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
posted in Staircase AI by Gainsight
Introducing the New Staircase AI by Gainsight product section of community!

Welcome to your one stop shop for all Staircase AI by Gainsight community content! We’re excited to open this brand-new section of our online community, dedicated to all things Staircase AI by Gainsight! 🎉 Whether you’re a seasoned Staircase customer or getting started with Staircase, this is your go-to spot for all the latest discussions, product content, and insights about Staircase AI. Here’s what you can look forward to:• 📚 How-To Articles: Get quick answers with our handy guides.• 💬 Questions & Answers: Have a burning question? Ask away, and connect with fellow users and experts.• 🔍 Deep Dives: Explore in-depth content on Staircase AI’s capabilities and how it can help you.• 🚀 Learn & Level Up: Whether it’s tips, tricks, or new features, you’ll always stay in the loop! Our community is all about sharing knowledge and growing together, so jump in, explore, and let’s elevate your Staircase AI experience to new heights! 🚀 No idea what Staircase AI by Gainsight is? Check

910
Tori Jeffcoat
3 months ago
gabrielaarenas
gabrielaarenasContributor ⭐️⭐️
asked in Customer Success (CS)
CSQL - Sync Leads VS Sync Opportunities

If I switch from Sync Leads to Sync Opps in production, will the previous CSQLs historical data be deleted ? What happens to the CSQLs that have been created after switching sync option ?

172
christopher_sanderson
7 minutes ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Download CSVs used in programs

Is there a way to bulk download the CSVs used in JO programs? We’ve sent several program using csv files and I’d like to share these with our IT department. I can go program by program and download them but I was wondering if there is an easier way.  Thank you. Trevor

122
christopher_sanderson
10 minutes ago
ryanne.perry
ryanne.perryHelper ⭐️
asked in Customer Communities (CC)
Can you create a custom leaderboard in addition to built in widget?

Hey Community! I am wondering if it’s possible to create a custom leaderboard in addition to the current widget you can set up for points? We use the current leaderboard functionality throughout the regular Community. We also have a new Champion Program where it would be awesome to track and showcase the results of those individuals are participating in on a custom page. Has anyone tried to do this? If so, can you share how you accomplished this?Thanks for all your thoughts! 

91
DannyPancratz
49 minutes ago
Manouska
ManouskaHelper ⭐️
asked in Customer Communities (CC)
Event Page is Showing Past Event - Is there a fix?

Hi Community!  My event page is displaying ”past events” from 2 years ago and there is no clear way to switch this back to “upcoming events” in the admin panel. Does anyone have a fix to this?  Thank you!

1068
ryanne.perry
1 hour ago
Suvi Lehtovaara
Suvi LehtovaaraHelper ⭐️⭐️
asked in Customer Communities (CC)
Spam moderation: message unreadable

Could the readability of the messages marked as spam be improved? No they are really light grey and it’s hard to read them. 

30
Suvi Lehtovaara
9 hours ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Spam prevention - algorithm block more posts than before

I dont have hard data, this is just a hunch, but I think  we have more posts marked as a spam than before.And the problem is because they are ok posts, they should not be marked as a spam.There are no links, or promotion, or suspicious text, images, nothing.No matter are you new member or active member.Have you seen this also?

6512
Suvi Lehtovaara
9 hours ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
How to Know When an Answer is REMOVED or REPLACED

Very happy to see this released as a fast follow to the Unmark Answer feature:  Here’s what I’ve learned from testing this webhook: DOES trigger on answers unmarked by the button (as you’d expect) Webhook triggers when this button is clicked DOES trigger when an Admin, Moderator, or Community Manager uses the Unmark Answer button in the backend Control moderation view.    Does NOT trigger on questions when the answer CHANGES User clicks Best Answer button on another reply Answer changes from previously marked answer to the new reply But GOOD NEWS the question.Answered webhook does trigger in a way where you can track this, as the payload includes these two fields:  Payload data for question.Answered webhook that shows when an answer is changed  TakeawaysIF you want to track ALL instances of when an answer is removed, including when it is REPLACED with another reply marked as the answer…THEN you need to automate alerts on two webhook events: ;question.AnswerRemoved - notifies of ev

252
Kenneth R
11 hours ago
jillian.bejtlich
jillian.bejtlichContributor ⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Let employees bypass pre-mod?

So last Sunday, I briefly checked our community queue (like any CM with no self-control would do) and saw that our CEO had replied to a customer. We always have pre-mod on during holidays and weekends and I had a minor freak out worrying he’d be frustrated his post got caught in the approval process. He was fine with it, but it reminded me I need to figure out how to let employees bypass pre-mod.I think the most obvious solution is to add all employees to the Superuser role as we’re not using it otherwise, but is there a better way?Also, at some point over the past year someone on my team apparently deleted the Superuser role from the role list. I’ve added it back by just recreating a Superuser role, but is that enough or was there more behind the scenes?Thanks!

273
Kenneth R
12 hours ago
AlexaRubin
AlexaRubinContributor ⭐️⭐️
asked in Customer Success (CS)
New Home Page: cannot unlink Portfolio and Cockpit

It seems that once we updated to the new Home Page layout we can no longer separate our Portfolio view from our tasks lists (cockpit view).  These are two completely separate widgets for our team, and have completely different use cases that make them important to be visible in separate areas.  I was super disappointed to hear there was no way to split them.  Tasks are now completely hidden within the home page. CTAs can be within the Summary Banner but again, our team relies on the tasks due that day/week and not the main CTA due dates.  Has anyone else found a workaround?

708
sarahmiracle
1 day ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Email Campaign Metrics: Why don't Clicks show in Opens?

I’ve been piloting a community newsletter via the Email Campaigns feature for the past 4 weeks. In looking through my metrics, the recipients that show in my Click-through rate metrics are never included in my Open rate metrics. But… you have to open the email to click one of the links. Is this intentional or is it a bug? Based on the definitions in the tooltips and documentation, and my past experience with similar email metrics, I had assumed these metrics were like a funnel, rather than separate categories for recipient actions. 

102
Kenneth R
1 day ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Private Messaging and User Settings - Can Admins still message users with the setting off?

If a user has the setting to only receive messages from the people they follow…… can they still get messages from Admins? or do these settings also apply to Admins? 

81
Kenneth R
1 day ago
G
giriprabhavatikContributor ⭐️
asked in Customer Success (CS)
How to use Formula field in Relationship report

Hi Everyone, Can you please tell me how to use the formula field while creating a new formula field in the Relationship report? Thanks & Regards,Giri Prabhavati.

332
G
1 day ago
J
Jordan FilipContributor ⭐️⭐️
asked in Customer Success (CS)
Adding Success Snapshots to a Journey Orchestrator

We run quarterly QBR’s for all clients where we have a 3 call 3 email cadence and then send a success snapshot if we don't get a meeting scheduled. I am trying to just add the success snapshot to the last email if it makes it that far but don’t see a way to do that. I know there is an older post where there is a workaround but it seems to be an internal workaround but not for external sharing. Any insight?

38817
ssamarth
1 day ago
2
2percent_jazzContributor ⭐️
asked in Customer Success (CS)
Is it possible to connect a Timeline entry to a CTA using the outlook plugin?

When reporting on TL entries associated to closing a CTA, we are struggling to find a way to link the TL entries initiated using the Outlook Plugin to the CTA.  Without that Context ID of “CTA” the TL entry is orphaned from the CTA it was meant to close.  Is there a way to associate TL entries after they have been made back to a CTA?

925
W
3 days ago
clingley
clingleyContributor ⭐️
asked in Customer Success (CS)
Allow CSMs to create recurring CTAs themselves?

Is there a way that CSMs can set up Recurring task themselves that doesn't require building a flow for each CSM based on the specific task they want to make recurring? 

353
W
4 days ago
cdonargo
cdonargoGainsight Employee ⭐️⭐️
published in Customer Education (CE)
What's the "End-of-Course Screen" and Why Use it?Tutorial

Have you explored how the End-of-Course Screen can help guide your learners throughout their learning experience?  🧠 Tip: This feature is only available for individual courses, not courses within learning paths. You can edit these setting in the specific course settings via the course builder in the End of course screen section (see below) The default end-of-course screen offers basic functionality: a simple congratulations message with options to return to the dashboard or revisit the completed course.By creating a custom end-of-course screen, you can:  Add tailored descriptions, explaining what learners have achieved and what they can do next.   Use call-to-action (CTA) buttons to direct learners to another course, your website, or other resources.  Reinforce the learning journey with clear, actionable next steps. For example, direct learners to notify their manager or CS representative after completing a course. 

100
cdonargo
4 days ago
J
jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Link Articles not showing anything

I am attempting to link our Knowledge Base articles from Gainsight Customer Communities, so we can utilize the Recommendation tab. I have gone through all the articles, and our integration seems to be setup correctly.   Then when I go to the Link articles button in the bot, it is still pointing me to integrations with no search option or really anything populating:  Am I missing something? TIA!

260
J
4 days ago
trevor_shand
trevor_shandHelper ⭐️
asked in Customer Success (CS)
Ways to Demonstrate ROI

In this new year, we would like to do a better job of showing the ROI of the CS organization and I wanted to see what others might be measuring.Right now I have:Opportunities where the CSM is involved early close faster  Opportunities where the CSM is involved early close for more (compared to projected) We know better adoption early leads to higher retention, so I’d like to do something around CSMs helping drive early adoption CS Qualified Leads (CSQL) close at a higher rate for both new products and expansion CS Qualified Renewals renew faster and for moreAre there others folks are using that they like? What else should I be thinking about?Trevor

231
A
4 days ago
C
CansuContributor ⭐️⭐️
asked in Customer Communities (CC)
Zapier webhook & moderation automation

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

244
C
4 days ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Customer Communities (CC)
Profile Picture Selector

Has anyone created a modal pop up that allows users to select their user profile picture from a selection.Here is a mockup of what I would like to create. I have made it with HTML and CSS. So hoping I can get it to work in the community.  Any ideas you clever people!!Thanks​@tom.shaddock ​@olimarrio 

404
Alistair FIeld
4 days ago
H
Hannah BaileyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Related Articles - How are these determined? What is the logic?

What is the logic of these articles when viewing a knowledge guide?   

201
Alistair FIeld
5 days ago
beatriz.winn
beatriz.winnContributor ⭐️⭐️
asked in Customer Communities (CC)
Update Terms and Conditions

Hello all, Does anybody know where to change the Terms and Conditions page? Thank you!

142
beatriz.winn
5 days ago
S
SKondreddyGainsight Employee ⭐️
asked in Customer Success (CS)
Refresh the OAuth Token Automatically for Dynamics Connector after 90 Days of Inactive

Hello Team,When we authorize the Dynamics Connection, it will generate a new Auth Token and that token has 90 day expiry period. If the connection was not yet authorized for next 90 days then token will expiry and Jobs will started failing. However, If we re-authorize the connection then new OAuth Token will be generated and jobs will run normally but it is a repeat process for every 90 days. Could you please verify and see if we can have an token refreshed automatically when it is about to expiry

2204
R
5 days ago

Badges

Show all badges
Terms & ConditionsCookie settings