Staircase AI currently does not factor in any data from the CS Timeline, which is a significant gap in communication intelligence and customer context. According to recent guidance from our Gainsight/Staircase Solutions Consultant:

“Gainsight CS Timeline is not factored into Staircase at all. All communication is conducted based on Staircase integrations with email, meetings, tickets, and chat, if these are configured. You cannot currently manually enter calls, notes, or other communications into Staircase.”

This was not made clear to us during onboarding. In fact, I incorrectly assumed Timeline data would be considered because it is such a foundational and expected capability in any native integration like this. Unfortunately, we later learned this isn’t the case, leaving a major blind spot in how Staircase perceives customer activity and sentiment. 

Staircase should support ingesting and analyzing CS Timeline data; at minimum, allowing structured notes and manually logged customer interactions to inform sentiment scoring, engagement patterns, and health insights.

This would allow Staircase to factor in high-value interactions such as:

• Strategic conversations documented during QBRs/EBRs
• Risk escalations or renewal save actions and updates captured by CSMs
• Notes following non-digital customer engagements (e.g., calls or in-person meetings)

While there are many benefits and use cases to support the prioritized implementation of this request, here are some key benefits to consider: 

• Ensures sentiment and health scores reflect the full customer relationship (not just synced communication channels)
• Honors the critical strategic documentation that’s already happening in Timeline
• Reduces blind spots where accounts may appear disengaged despite high-value interaction 
  • NOTE: This is an ongoing issue for us as we are constantly battling data sync issues due to Staircase incorrectly flagging these for no recent communications. This undermines the value of the tool and leads us to question the validity of Staircase insights. 
• Enhances Staircase’s utility for teams with mature Gainsight implementations

Again, this is a very basic integration expectation for a tool that is supposed to analyze “all customer communication to accurately spot at-risk customers and make customer success automatic.” Why would we exclude and not consider Timeline updates and insights? 

If Timeline data is important to your teams customer intelligence, please upvote and share your use case.