Currently, the 30-day limit on saved prompt history is a significant barrier to leveraging Gainsight's Co-pilot effectively. Users often lose valuable, high-performing prompts that took time to perfect.
To solve this, we request the ability for users to create and name folders within the right-side chat history area and mark specific prompts and responses to save to these folders indefinitely.
This feature would transition Co-pilot from a temporary tool to an organizational knowledge base, eliminating the need to start from scratch or maintain a separate document for prompt storage.
Business Impact and Use Cases
This enhancement offers two major business benefits: time savings and knowledge retention/sharing.
1. Knowledge Base for Training and Best Practices
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Impact: Huge time-saver and accelerator for new user training. It institutionalizes best practices across the team.
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Use Case: I frequently train the Customer Success (CS) organization on Co-pilot usage. I need to demonstrate effective prompts that consistently yield the best outcomes.
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Solution: By creating a folder named "Best Practice Prompts," I can save and categorize successful prompts and responses for future demos, ongoing training, and my own quick reference.
2. Customer-Specific Knowledge Retention
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Impact: Prevents loss of critical customer intelligence and dramatically reduces the time spent rebuilding insights during account transitions.
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Use Case: Customer Success Managers (CSMs) work with specific books of business that are often shuffled between team members. Valuable customer insights gained via Co-pilot—if not logged elsewhere—are lost when the prompt history expires or the account is reassigned.
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Solution: Allowing users to create folders like "[Customer Name] Insights" will ensure key data is retained.
3. Elevated Value: Account Transition Sharing
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Impact: Maximizes Co-pilot's value and directly increases user adoption by integrating it into a seamless hand-off process.
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Solution: Ultimately, if these customer-specific folders can also be shared with other users (e.g., when an account is shuffled), Gainsight would become an even more valuable and sticky tool for the entire team.