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Customer Communities (CC)

Discover how to build engaging, vibrant communities with the CC platform

  • 1,996 Topics
  • 7,150 Replies
1996 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.

41221
Yoeri
1 month 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 

425
JeppePeppe
just now
juan.delrio
juan.delrioHelper ⭐️⭐️
posted in Customer Communities (CC)
Happy 2025 everyone!

Just chiming in, the Race to December 2025 starts now!I am giving up Coca Cola and improving my ability to create automations this year! Hi Sprite! Long time no see….

142
revathimenon
3 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?

7815
Kenneth R
22 hours 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!

1139
Kenneth R
22 hours 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. 

101
Kenneth R
23 hours 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! 

131
DannyPancratz
1 day 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

272
Kenneth R
2 days 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!

293
Kenneth R
2 days 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. 

112
Kenneth R
2 days 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? 

91
Kenneth R
2 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!

254
C
5 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?   

221
Alistair FIeld
6 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!

152
beatriz.winn
6 days ago
L
lwackertnHelper ⭐️⭐️
asked in Customer Communities (CC)
Idea Pipeline Widget - Missing Status

Last week our Idea Pipeline was displaying propertly. Today for some reason, our idea status boxes (New, Open, Released, etc.) are not displaying. Anyone else having this issue?   

343
L
8 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Starting new Conversation doesnt work at the moment

Question works ok. This problem occurs here and in our community as well.I just created a ticket to Support.

212
revote
11 days ago
A
ahamburg9Helper ⭐️⭐️
posted in Customer Communities (CC)
Community & Known Issues

Does anyone use the concept of “known issues” in their community?Something like issues.salesforce.com?I am curious, how you all report known issues to your Customer/End Users.

172
A
12 days ago
Laurenseife
Laurenseife
asked in Customer Communities (CC)
Uploading a MP4 file in KB article

I’m not able to upload an MP4 file to my article. Is this a post holiday brain fog, or are there limitations I am not remembering. Its a small file, less than 2 minutes so i’m not sure what is up with me. 

60
Laurenseife
12 days ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Customer Communities (CC)
Configuration for mobiles - what options do we have?

We can change how our forum homepage looks, adding, removing and changing the order of how features appear with ease. It’s great!   But 80% of traffic to one of our forums is from a mobile. Most of this traffic lands on a subforum homepage or on specific topics. We want to optimise the display of these areas for this device type, but I don’t seem to have many options to do this.  Are there options (or plans) for mobile-display-only settings? When changing features on the homepage, will this effect the view of sub-forum homepages? Discussion point: how best do you prime a forum for mobile use? For one thing, we need content that’s concise…. any other tips, get sharing!  

1738
Yoeri
15 days ago
Johnk
JohnkHelper ⭐️
posted in Customer Communities (CC)
List of perks and activities others are offering in their Super User programs

Hey all! Our community is looking to implement our own Super User program in 2025 and I spent Q4 researching what others have been doing. Part of that research was finding out what perks and activities others are offering in their programs. Every community is different PerksEarly access to new features and content. Exclusive badges/profile flair, not only for the community but also LinkedIn. Increased storage, upload limits, data related upgrades. Custom emojis or reactions. Priority customer support. Discounts on subscriptions, add-on products, events (some even do free tickets), training. Charity donations made in their name for super user group competitions and challenges. Unique page in community showing all super user members with tidbits of info about them. Some do a “super user of the month” post that also gets posted on LinkedIn and other channels. A private group just for super users. Ability to create and manage sub-communities or groups.  Quarterly sessions with internal rep

1546
Johnk
16 days ago
daniel.truman
daniel.trumanHelper ⭐️
asked in Customer Communities (CC)
Any way to hide the Create Topic button for certain roles?

We have certain roles in our community that can view topics but can’t participate in them or add new ones. Is there a way to completely remove the Create Topic button for these roles altogether? Right now they can still click on it, and they get an error when trying to make a post.

131
A
18 days ago
L
lyoungContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Keyword Blocker List

Hello -  Does anyone have a good list of keywords to block where you could potentially send me a link? I’ve googled but there are lots of options, curious if there is one that people recommend. Some of the words on these lists I’ve never even heard of 😂Looking for more than just profanities but also political key words or words discussing violence, etc.  Thanks!

162
L
20 days ago
L
lyoungContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Pendo in CC

Hello - Does anyone run Pendo on top of their community? We are having some trouble reporting out the username/userID into Pendo. If you use Pendo, we’re looking to see what data you can pull from Gainsight and how you do it? Thanks!​@darylard 

170
L
20 days ago
V
VarshaAhirContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Embed video in email

Is there a way to embed videos in email campaigns? I tried adding HTML code but it does not work.

71
Kenneth R
21 days ago
K
khumphreyContributor ⭐️⭐️
asked in Customer Communities (CC)
Filter or Search for ideas that have been merged

Is there a way to filter/search for ideas that have been merged to another idea? I need to audit our ideation area for ideas that were merged but not marked with the appropriate idea status.

212
K
21 days ago

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