Preserve Weekend-Aware Task Scheduling When CTA Due Dates Are Manually Updated

Current Behavior

Upon initial CTA creation, playbooks can be set up to assign task due dates relative to the CTA due date while automatically skipping weekends.

However, there is a significant gap in the current functionality. If a user manually updates the CTA due date after the playbook has already been applied, Gainsight recalculates the associated task due dates without honoring the "Skip Weekends" setting. As a result, tasks can be rescheduled onto Saturdays and Sundays, even though the original playbook logic was configured to avoid weekends.

Gainsight Support has confirmed this is the current product behavior.

Requested Enhancement

When a CTA due date is manually updated and task due dates are recalculated, the existing playbook scheduling logic should continue to honor the configured Skip Weekends option, just as it does during the initial playbook creation.

In other words, the weekend-skipping behavior should remain consistent regardless of whether the schedule is generated initially or recalculated after a CTA due date change.

Why This Matters

CTA due dates are frequently adjusted throughout the customer lifecycle. Priorities change, customers request extensions, meetings move, and implementation timelines shift. Updating a CTA due date should be a routine action - not one that unintentionally creates invalid task schedules.

Without weekend-aware recalculation:

• Tasks are assigned due dates on weekends, creating unrealistic expectations for CSMs and other users.

• Users must manually review and correct every task after changing a CTA due date, adding unnecessary administrative work.

• Organizations lose confidence in automated playbooks because manual adjustments are required to restore the intended schedule.

• Reporting and workload planning become less accurate when tasks are assigned to non-working days.

For organizations with standardized customer success processes, this creates additional operational overhead and reduces the value of automated playbooks.

Business Impact

Many companies rely on CTA Playbooks to enforce consistent customer engagement timelines and operational best practices. The current behavior breaks that consistency whenever a CTA timeline changes.

The expected behavior is that the scheduling engine applies the same business rules - such as skipping weekends - both during the initial playbook creation and during any subsequent recalculations triggered by a CTA due date update.

Maintaining consistent scheduling logic would:

• Reduce manual administrative work.

• Improve trust in playbook automation.

• Ensure task timelines remain realistic and actionable.

• Better support organizations that operate on standard business calendars.

This enhancement would make CTA Playbooks behave more predictably and preserve the automation customers have already configured.