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Gainsight Employee ⭐️
bbovaconti
Gainsight Employee ⭐️
September 15, 2026
New Idea

Manual lifecycle events count as an Insight

Related products:Staircase AI
  • September 15, 2026
  • 1 reply
  • 14 views

We came across an instance where CSM’s are creating manual lifecycle events on the account directly in Staircase, but they do not seem to count as an Insight within reporting. While we understand that the focal point of this process is for everything to be automated, having the ability to create a manual lifecycle event for a QBR, but not have it considered an Insight creates a gap in the event a call happens but is not present in Staircase.

    1 reply

    bradley
    bradley
    Expert ⭐️
    September 18, 2026

    Customer here - if you can create the manual events a reasonable person would expect that to impact the system in some meaningful way. If there is an insight “No QBR in a year” and I have manually told the system “hey there was a QBR we just missed it”, that should 100% clear the account from that ‘negative’ insight.

    I get that ideally, there should be a meeting to tie it to, but in the true spirit of a fault tolerant system there really should be an option in case that is missed as well (or if the customer/stakeholder is on an exclusion list for whatever reason, or the meeting had to be blocked for sensitivity, etc.)

    ​@bradybluhm 

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