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New Idea

Staircase: Hide/Remove Fields & Unneeded Engagement Types

Related products:Staircase AI
  • June 24, 2026
  • 1 reply
  • 10 views
mobrien14
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Hey all 👋🏻

We’re in the middle of our Staircase implementation and have already received feedback from some of our CS leaders around the lack of customization for some areas of the Staircase account view. Namely:

  • The inability to hide standard fields from the overview section at the top (i.e., Journey Phase, APP ID, etc.) that we’re not planning to have loaded to at this moment.
    • Not sure if this would fall under the idea here
  • Inability to remove specific engagement types (i.e., Chats) that we don’t utilize and thus will never have data for. 

Our users are much more accustomed to the configuration options with CS and would love to see this flexibility expanded to Staircase. Appreciate it!

1 reply

dcassidy
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  • dcassidy
  • Helper ⭐️
  • June 24, 2026

Seconding this, and adding some color from a completed implementation.

We're live and hearing the same feedback from our CS team. Two things keep coming up:

1. Overview field clutter
Fields like Journey Phase and APP ID show up in the top section whether you're using them or not. If you haven't mapped that data (or don't plan to), you're left with empty tiles front and center. Admins need the ability to hide fields they're not using; Not sure if this rolls up into the linked idea, but it's the same problem at its core.

2. Unused engagement types
No way to remove engagement types your org doesn't use. We don't use Chats, but there it sits. Let admins suppress what isn't relevant so the view reflects reality.

Our users come from Gainsight CS and expect that level of configurability. These aren't edge cases — they're blocking clean adoption of the account view. Upvoting and hoping these get bundled.

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