Product Updates

Your team is being asked to do more than ever. That’s why we’re making it easier to get the features you need, when you need them. With new on-demand releases, you can choose to activate updates right away to move faster, or wait until the quarterly release for a more coordinated rollout. The choice is yours — and either way, you’re in control. What’s Changing with the Release Schedule of Gainsight CS? Up until now, new features have always rolled out on a fixed quarterly schedule—and that’s not going away. We know many admins value the consistency these releases provide, giving them time to plan, train their teams, and prepare for change. That’s why we’ll continue delivering quarterly releases with the same clear communication and planning you’re used to.What’s new is flexibility. Starting now, you can choose to access select GA-ready features before the full quarterly rollout through on-demand releases.These features are fully tested, production-ready, and available the moment you’re ready to turn them on. If early adoption fits your team, go for it. If you’d rather stick with the full quarterly release, that option is always there; features will be auto-enabled in sync with the major release date, with anything that’s Admin-controlled remaining under your control. How It WorksSubmit a Support ticket when your team is ready to enable the On-Demand features.* Specify what you want—list specific features, or simply say “ALL” to enable everything currently available via the on-demand release.*All tickets will be treated with normal priority to ensure a smooth, manageable rollout. Ready When You Are On-demand releases won’t follow a fixed schedule. Instead, they’ll be offered when features are fully GA-ready and make sense for early access.Whenever new features are available, we’ll announce it through Release Notes, Email, and  Community updates, so you always know what’s ready to use and can opt in on your terms.It’s a flexible way to get value faster, without changing the pace that works best for your team.And the best part? This quarter’s on-demand release is available now. Check out the release notes to learn what’s new in Copilot, Journey Orchestrator, and more. Want to see Copilot in action and ask questions live? Join our Office Hours on September 11th and 17th from 9:00–9:45 AM PST.  Frequently Asked Questions We know you probably have some questions about how on-demand releases work. Here are a few of the most common ones: Q: Will Admin-controlled features remain controlled by the Admin when On-Demand features are enabled with the Major Release?A: Yes, all On-Demand features will still be controlled by the Admin. They will become generally available with the Quarterly Release and will no longer require a Support ticket to be enabled in your instance.Q: Will there be Early Access Release Notes for On-Demand features?A: No, Release Notes for On-Demand features will be published at the time of release.Q: Will there still be Early Access Release Notes for the Major Release?A: Yes, Early Access Release Notes for the Major Release will continue to be published on the normal schedule. These will include both On-Demand features and features that will be included in the Quarterly Release.Q: When can I request access to On-Demand features?A: You can request On-Demand features via a Support ticket starting on the day of the On-Demand release up until the Major Release dates when they will be enabled by default as part of the standard process.Q: If I want all features, will I need to request them each time there is an On-Demand release?A: Yes, On-Demand features must be requested each quarter for any and all features you’d like enabled prior to the Major Release.Q: How will I know if there will be an On-Demand release?A: If an On-Demand release is planned for a given quarter, it will be posted on our Support site here three weeks into the quarter. However, features will be announced at the time of release.

Think about your community: new members need guidance on the homepage, and custom roles you create may need to see specific content. But when everyone sees the same thing, those opportunities for personalization get lost. With the new Widget Visibility settings, you decide who sees what, so every member’s experience feels tailored to them. What Widget Visibility does:Personalize the Experience: Control which widgets appear on customizable pages based on user type or role (e.g., guests, logged-in users, new members), so each member sees content that’s relevant to them. Reduce Clutter: Hide unnecessary widgets to keep pages clean and focused. Preview Experiences: Use filters to quickly see which widgets appear for a selected segment, alongside public widgets. (Note: in cases where segments overlap, the preview may not fully reflect every user’s exact experience.)   Private visibility makes widgets visible to selected segments only Preview experiences based on chosen user type (guests, admins, partners, etc.)​How Others Are Personalizing Experiences with Widget Visibility:💡 ​​@Daniele Cmty ​from Personio’s Community team shared their use cases for widget visibility settings during our beta program. Check out their pro tips (and maybe steal a few ideas) below:Superusers: Show more open questions in a Dynamic Content Widget to increase peer answer rates Guests: Add a friendly banner prompt to log in or register  Newbies: Use Featured Topics to show tips on how to use the community Leads (non-customers): Use Quick Links to display promotional content Longtime lurkers: Show a banner with tips for writing their first post Returning visitors: Nudge inactive members by showing a banner with an invite to post again Internal employees: Show a banner spotlighting go-to resources like the company Wiki, How-To pages, and AI assistant toolsA big shoutout to all our beta users who helped shape this functionality, especially ​@DannyPancratz & ​@MeghanM for their active feedback. Thanks to your input, every member can enjoy a community experience that feels personalized to them. 👉 Check out the Release Notes for the full details. And as always, drop any questions or comments below! 

We’ve rolled out two new updates designed to give you better visibility and control over your data.📊 Open Beta: Updated DashboardsWe’ve given our out-of-the-box dashboards a visual refresh to make them cleaner and easier to use. What’s new:Customizable views that fit your reporting needs Easy dashboard export and sharing of key insights Flexible, modern visualizations to support data-driven decisionsHow to join the beta:Go to the ‘Open Betas’ tab in Control and switch on the New Dashboards beta. Within 24-72 hours, the updated version of your dashboards will appear in your account, and we’ll notify you by email once they’re available. Limitations:Only SSO-enabled communities can use the OOTB dashboards, and their SSO flag must be set to true for SSO login. If you have CC & CS: Community users with Viewer_Analytics license in CS can view dashboards; users with lower licenses must request an upgrade from CS admins. New Dashboards View   🔔 Real-Time S3 Data Connector NotificationsStaying synced just got simpler. The S3 Data Connector now supports real-time alerts via SNS, SQS, or webhook when new data hits your Community Data Lake.Here’s what’s new:No third-party tools required, alerts straight from the S3 connector Choose how you want to be notified: SNS, SQS, or webhook Choose between one notification method or all threePerfect for teams without tools like Fivetran or those looking to keep downstream systems (like Snowflake) in sync, automatically. Three notification options Check out the Release Notes for more details! Questions or feedback? Leave us a note below. 👇  

You already know we recently updated Gainsight Community search to rank results by relevance, so there's no more digging through content to find what matters most.Now, we’re building on that foundation with a set of user experience improvements that make searching your community even faster and easier. These updates were in open beta, and as of today, they’re live for everyone.What’s New in Your Search ExperienceClearer Tabs: Results are now grouped into Community and Federated Content tabs to quickly home in on the right source.   Smarter Filters: Filters adjust automatically based on the selected content category, so things stay clean.   Identifiable Icons: New content type icons and simplified result details make it easier to scan and spot what’s useful.   These small but mighty changes make a big difference in how users engage with your content. Check out the Release Notes to learn more. Have questions or feedback? Drop them below! 

We’ve rolled out new features to help your team better understand how customers use your product, and take action where it counts. From sharper account-level insights to more flexible analytics and easier KC Bot management, see what just dropped in Gainsight PX.Note: These updates are live August 4, 2025 for EU customers, and August 9 for US customers. Release Notes. A Smarter Way to View Account-Level Insights Redesigned Accounts ExplorerIt’s now easier to see how each customer is using your product. The redesigned Accounts Explorer pulls adoption, engagement, and health metrics into one centralized view.With the update, you can:Spot trends in feature usage, stickiness, and overall account health Zoom into individual accounts to understand usage patterns and behavior Customize health scoring to match your product's unique success criteriaIt’s a faster path to actionable insights that lead to stronger customer outcomes. Redesigned Accounts Explorer  New in Analytics Segment Page Views by Full URL & URL Hash FiltersFilter by full URL paths and in-page anchors to better understand how users are really navigating your product. This one’s especially useful for SPAs and dynamic UIs where routes matter.Think: deeper scroll tracking, smarter segmenting, and cleaner funnel analysis. Segment page views in Query Builder with full URL and URL hash support Get Retention Numbers From the True Start of Product UsageUse “Product First Seen” as a trigger event in Retention Analysis at both the user and account level. This helps you track retention from the true starting point of product usage, especially useful for multi-product tracking. Automate KC Bot Analytics Export Now you can export KC Bot engagement data, including content views, searches, and task list activity, through PX-CS and AWS S3 integrations. Perfect for offline analysis, enriching reports, or rolling up metrics into broader dashboards. AWS S3 Settings with PX Generated Reports  KC Bot, But BetterWe’ve made the Knowledge Center Bot editor easier to manage and more customizable, so it works better for your team, and feels more like your brand.Improvements include:Clone bots across products to speed up setup and ensure a consistent experience. Design, layout, and widget structure carry over automatically, so you don’t have to rebuild the same elements each time. Check content dependencies before deleting to avoid surprises. The updated Dependencies tab shows where content is actively used, so you can make confident changes without disrupting live bots. Add custom gradient backgrounds to better align with your brand. This new option in the Theme section lets you create a more polished, visually cohesive experience. Give users control with expand and collapse headers. A new default icon in the bot header helps users focus on what they need, making long content easier to navigate. Expanded character limits across widgets. Longer labels, clearer instructions, and more detailed messages help you guide users without compromise.Small changes that add up to a smoother bot-building experience. Want the full scoop? Check out the Release Notes. Drop a comment to let us know what you’re most excited to try. 👇

We’ve rolled out powerful new features this quarter to make Staircase AI smarter, more secure, and even easier to use—helping you move faster, stay compliant, and keep every customer interaction one step ahead.From boosting data protection with anonymization and EU hosting, to smarter AI answers and seamless ServiceNow and Slack integrations, this release is all about giving you more control and less noise.Here’s a quick look at what’s new this quarter:PII AnonymizationProtect sensitive customer data automatically with built-in redaction.With just one click, you can now anonymize 9 types of personal data—including email addresses, phone numbers, and credit cards—without sacrificing insight quality. It’s lightweight, admin-controlled protection that keeps your communications secure and compliant from day one.What this means for you:Out-of-the-box compliance support for customer communications No disruption to AI sentiment, topics, or trends Forward-only protection that keeps your historical data untouched🔗 Learn more about PII Anonymization EU Data CenterKeep your data where it belongs—with secure, fully localized AI processing in the EU.Our new EU Data Center ensures all customer data and AI processing stay within German borders, helping you meet GDPR, AI Act, and data sovereignty requirements with ease.What this means for you:Zero cross-border processing unless explicitly enabled Full support for EU-only environments in under 48 hours ISO-certified privacy infrastructure and audit-ready model cards📎 Learn more on how we’re tackling compliance and privacy challenges in the EU Slack DM NotificationsSay goodbye to noisy channels and redundant configs.Staircase can now send notifications directly to account owners and teammates via Slack DMs—automatically routing alerts based on account roles. No more separate Slack channels or manual setups.What this means for you:One config, multiple targeted recipients All notification types supported (Insights, Events, Summaries) Seamless setup with the Staircase Slack App Ask Staircase EnhancementsYour AI assistant just got smarter—and easier to read.New updates to Ask Staircase make it faster and more helpful when answering questions about customer health, engagement, or risks. Extended Thinking now gives you deeper insights, while new Markdown formatting and clickable summaries bring clarity and context right into your workflow.What this means for you:Switch between quick insights and strategic analysis Scan responses faster with clean formatting Instantly view referenced communications in context Organization Profile Page in Staircase AIWe’ve added a dedicated Organization Profile page to help make your AI insights even smarter. By giving Staircase more context about your business—like your core products, company focus, and main competitors—AI-generated insights become more relevant, tailored, and actionable.Here’s what’s new: Organization Profile Page: Found in Settings > Configurations > OrganizationWhat it includes:Organization Description: A high-level summary of your business and focus Main Products: Your core offerings and product lines Main Competitors: Who else is playing in your spaceThis profile is auto-generated by AI and can be edited anytime by your admin team to ensure accuracy. ServiceNow ConnectorBring support signals into the bigger picture.Now you can sync ServiceNow ticket data into Staircase for a more complete customer view. Automatically detect risks and trends based on support interactions—all without leaving your current workflow.What this means for you:Sync ticket subjects, status, and resolution history Analyze support sentiment and recurring themes Improve cross-functional alignment and customer visibilityWant even more details? Check out the full release notes for a deeper dive into everything that’s new.  

You told us your homepage would be more useful if content was organized by what matters most—like products, content types, or categories.With new Custom Tabs, you’re in control. Here’s how:Create fully configurable tabs based on product area, content type, or category Tailor each tab to show only relevant discussions, articles, and updates Go beyond the 3-tab limit to better reflect the way your community is structured Remove rigid content logic and curate feeds that match how your users actually engageCustomize tabs by content types, categories, and product areas The Key Change: Smarter LogicUnlike other areas of the Community that use ‘AND’ filtering (e.g., content must match both a category and product area). Custom Tabs flips that. With ‘OR’ logic, content shows up if it matches either a category or a product area. That means a broader, more relevant mix of content across all types, all in one place. 🛠️ Ready to get started? Check out the release notes.💬 Have thoughts or questions? Drop a comment, we’re all ears! 

CS teams are under pressure to do more with less—fewer resources, tighter timelines, and rising expectations. This release is built to help them meet that challenge head-on.From visualizing advanced Journey Orchestrator programs before they launch to unlocking better admin controls, these new features and enhancements give teams the clarity, control, and speed they need to scale efficiently.💡We heard you loud and clear. Several updates in this release are inspired directly by feedback and ideas shared in the Gainsight Community.   JO Enhancements: Preview Program Flows & See Participant Counts at End NodesBuilding automated programs without visibility into how they’ll behave in production can slow everything down. Now, you can preview the participant flow of any advanced Journey Orchestrator program before it launches.  Admins can see how conditions, branches, and logic paths will play out, with participant counts at each end node to make troubleshooting easier. It’s a simpler way to validate program logic and move faster from build to execution. Community Idea: New Program Experience - Evaluate Preview Goal Management in Success Plans: Built for ScaleWith new goal management enhancements, Admins can bulk upload goals and metrics via CSV, apply Success Plan templates during import, and assign goal types with relevant metrics to improve clarity.Admins can also customize the goal library to show only the most relevant options for your team, so CSMs stay focused and Success Plans stay consistent. Community Ideas Layout Types? User Experience and Business Usage Customer Goals - Metrics Per Goal Customer Goals Should Default to Goals Library Allow Metrics to be Associated to Customer Goals​​​​​ Gainsight’s AI Agent in Slack: Smarter Controls for AdminsGainsight’s AI Agent in Slack makes customer data accessible across the business, but sometimes, that access needs structure.Admins can now restrict where the AI Agent can be used in Slack, including blocking public or external channels and limiting access to select internal spaces. Admins can also configure warning messages to appear when users try to use the agent in a restricted channel. Cockpit CTA Configuration: More Flexibility, Less FrictionCTAs are a powerful way to guide action, but until now, Admins had limited control over how they appeared in Success Plans.Now, Admins can define which CTAs are available within a plan, associate existing CTAs, and customize how fields are displayed when creating a new one. This reduces noise and gives teams a more tailored, intuitive experience. Community IdeasCustomize Create CTA Window by Type Custom CTA Fields Should be Visible by Default Linking Existing CTA to Success Plan​​​​​​ Conditional Formatting in Tabular ReportsConditional formatting is now available in tabular reports, making it easier to surface trends, thresholds, and outliers at a glance. Customize colors based on value ranges, apply formatting to grouped rows, and use pre-filled mappings from sources like Scorecards or GDMs—all without affecting other reports. Community Idea: Conditional Formatting in Tabular Reports See the Full Customer Story with Company Hierarchy  Understanding customer health is easier when you can view it across related accounts. With the new Company Hierarchy view in C360, child company data now rolls up into the parent account across Timeline, Cockpit, and Success Plans to make it easier for you to track engagement, spot trends, and act with full context.Additionally, when Company Hierarchy is enabled, Person Rollup lets users view and tag contacts from related companies—like parents or siblings—directly in Timeline entries.  Unified Attachment Management: One Place for Every File (Phased Rollout)Attachments are now easier to manage and find. A new unified experience brings all customer-facing files into a single tab across C360, R360, and Sidebar. Admins can upload, tag, restore, and permission files—all in one place.* Community Idea: Attachments Section on 360 *Note: We’re rolling out this feature in phases beginning on August 4. You’ll receive an in-app notification when it’s live in your instance.  Additional EnhancementsMicrosoft Dynamics Connectors Enhancements: OAuth M2M authentication, out-of-the-box Timeline ingestion jobs, and bi-directional sync now make it easier to securely exchange data between Gainsight and Microsoft Dynamics. SCIM APIs & SCIM User Group Enhancements: Automate user provisioning and deprovisioning in Gainsight using SCIM APIs—simplifying identity management through platforms like Okta.Want the full breakdown? Check out the full release notes or watch the on-demand recording of our release webinar. 

Staircase AI is built with trust and security at its core—including certifications like ISO 27001 and ISO 42001—and we’re committed to continuing that investment with features that keep your data safe.Our latest update introduces PII (Personally Identifiable Information) Anonymization, a new capability that automatically detects and redacts sensitive data before it enters our systems. This helps your team stay ahead of privacy and compliance requirements like GDPR and CCPA —with zero manual effort required.👉 Learn more about our security practices 🔍 What It DoesWhen enabled, Staircase uses regex pattern matching to identify and replace PII—like email addresses, phone numbers, credit cards, medical IDs, and more—with standardized redaction tokens during data ingestion.Example:john.doe@company.com → [EMAIL_REDACTED]This means the original data is never stored, as it never enters our systems—eliminating any potential risk to sensitive information.To Enable: Go to Admin Config → AI Preferences → PII Anonymization⚠️ A Few Important NotesForward-Only: Protection starts once the feature is enabled. Past data is not retroactively anonymized. Regex-Based: Detection relies on pattern matching and may miss or misidentify information if data is not provided in a clearly identifiable format. For example, if a customer omits a space between a record number and the preceding word, the system may not detect the number string. Fully Configurable: This feature is off by default and must be manually enabled by an admin. Admins can turn it on or off anytime under Admin Config → AI Preferences.✏️ Need More Customization?You can also submit support requests to add custom PII types (like API keys or proprietary IDs). Learn more in the release notes or contact support@gainsight.com. Let us know what you think or drop your questions below 👇 

We want to inform you of a change to the PX Q2 release schedule, the rollout dates have been adjusted as follows: EU Data Center: Now scheduled for Monday, August 4th (originally July 21st) US Data Center: Now scheduled for Saturday, August 9th (originally July 26th) Our Gainsight Support Page has been updated to reflect these changes.We appreciate your patience and understanding. If you have any questions, feel free to drop them in the comments below. Thank you!

We’ve officially expanded our global operations! Staircase AI now offers a EU data center — giving our EMEA customers a secure, compliant, and high-performance way to harness customer intelligence without compromising on data sovereignty.This launch is a game-changer for any team with EU data residency or regulatory requirements. Whether you're navigating GDPR, preparing for the EU AI Act, or accelerating enterprise procurement, we've got you covered. Here’s what this update means for you:🏢 EU-Only HostingStaircase AI is now available with dedicated hosting in Frankfurt (AWS) and German-based AI processing (Azure OpenAI). All your data — storage, processing, backups — stays in-region within EU borders. 🔐 Built for Compliance from Day OneStaircase supports GDPR out of the box and is officially classified as Minimal Risk under the EU AI Act. Add our ISO 27001, ISO 42001, and SOC 2 Type II certifications, and you’re enterprise-ready across the board. ⚡ Local PerformanceEnjoy lightning-fast insights, automated compliance, and transparent AI governance—now closer to home. If you've been holding off for EU data residency, reach out to your CSM today to take the next step. Let us know what you think in the comments! 👇

Creating inclusive digital spaces isn’t a nice-to-have, it’s a must. That’s why we’ve made a new round of updates to Gainsight Customer Communities that align with modern accessibility standards.These improvements align with WCAG 2.1 AA guidelines and the European Accessibility Act (EAA), helping ensure that every user can navigate, engage, and contribute to your community. What is WCAG and the European Accessibility Act?Web Content Accessibility Guidelines (WCAG) are a set of international guidelines that help ensure digital platforms are usable by people of all abilities, including those who rely on screen readers, keyboard navigation, or visual adjustments like high contrast and larger text.Gainsight Customer Communities complies with many Level A and Level AA WCAG 2.1 standards, including improvements to text resizing and keyboard navigation. Read our Accessibility Statement for more details.The European Accessibility Act (EAA) is a legal framework that requires many digital services in the EU to meet these standards. It’s designed to make sure everyone can access and interact with essential digital experiences. We meet current legal obligations and prepare for future enhancements mandated by the EAA. What’s included in the latest update:Keyboard navigation: Easily move through pages without a mouse—great for keyboard-only users   Screen reader support: Pages, forms, and key elements are now better structured and announced clearly   High-contrast and resizable text: Improved readability in any lighting or device condition   Clear structure and labels: Headings, buttons, and form fields are tagged properly to reduce confusion   Accessible content creation: New tools help add alt text and labels directly in the editor  This is part of our broader, long-term accessibility initiative, one that includes automated checks and continued improvements across the platform.📝  Learn more about our commitment to accessibility:[Read the blog → Gainsight Amplifies Commitment to Accessibility With Updates to Customer Communities] 

IMPORTANT: These enhancements will be available starting June 19, 2025, for US1 and US2 customers, and June 20, 2025, for EU customers.Hi Everyone!Gainsight has just rolled out a patch update with enhancements focused on navigation, performance, and data visibility across Copilot, Gainsight’s AI Agent in Slack, and Timeline. Here’s what’s new:Copilot and Gainsight’s AI Agent in Slack Pagination and Record Count: You can now view how many records are returned in a Company Agent query, view total search results, and use intuitive arrows to move through pages. Maximum 5,000 records per query. Maximum 10 records per page.   Preprocessing Notifications: Admins receive banner and email notifications when Timeline data preprocessing begins after enabling either feature.Note: Applicable only for accounts onboarded after June 1, 2025.Timeline – Topic & Sentiment ReportingIMPORTANT: This enhancement will be available starting June 19, 2025, for US1 and US2 customers​​​​​​. For EU customers, this feature will be available from June 23, 2025.New Activity Topic Sentiment object lets you report on meeting discussion topics, analyze sentiment (Positive, Neutral, Negative).For more detailed information on this update, refer to the Patch Release notes. 

We’ve made a small but mighty improvement to how you manage Ideation Statuses. With this update, community admins can now map ideation statuses to reporting types directly from the Ideation Status page in Settings.Previously, this could only be done through the Product Feedback Dashboard; now it’s available right where you already manage statuses, so it’s easier to access and use.  Here’s what’s new: Manage Mappings in Settings: You can now edit and manage mappings directly within the Ideation Status page. This centralized view makes it easier to track, categorize, and maintain consistency across all your ideas. Mandatory Mapping for New Statuses:Any new ideation status added to the community must be mapped to one of the predefined categories—Open, Delivered, or Closed—at the time it’s created. This ensures everything stays aligned from day one.  Have questions or feedback? Drop a comment below! 

Pulse is officially in the books, and while we’re still recovering from the Vegas heat (and the puppy withdrawals), we’re still fired up about everything we unveiled.One of the biggest moments? We introduced Atlas, our agentic AI layer that helps your teams and customers work smarter, move faster, and stay more human in every interaction. (To stay in the loop on Atlas, join our interest list.)But we didn’t stop there. For the first time ever, we launched not one, not two, not three, but FOUR major new features in Gainsight Customer Success—all live from the Pulse stage: Spaces: A shared customer portal where your team and customers can work together in real time—either as a standalone Space or embedded directly within your Customer Community. Copilot: Your AI-powered CS teammate that helps you prepare for meetings, follow up faster, and find answers instantly. Gainsight’s AI Agent in Slack: Instantly surface key customer insights, best practices, and more directly in Slack. Group Send: A simple, fast way for CSMs to send personalized emails to multiple contacts at scale.Huge thanks to all our beta participants who rolled up their sleeves and helped shape Spaces, Copilot, and the Slack AI Agent. Your feedback made these features better for everyone—and we couldn’t have done it without you. Note: Every one of these features is included with Gainsight CS at no additional cost. That said, Gainsight’s AI Agent in Slack requires a paid Slack plan. Want to see the features in action? Check out our release webinar on-demand:  Webinar Q&A Highlights We also got a ton of great questions during the webinar. Here are a few of the biggest questions (and the answers our team shared live): Spaces Q: How should we use the Notes section in Spaces?A: Think of Notes as a digital notice board. Use it to share announcements, quick links, or rich media like images and videos—visible to all participants.Q: Where and how can customers participate in Spaces?A: Customers can engage through assigned tasks and success plan comments. You can @mention customers to notify them directly, and they can reply from within their shared Space.Q: Can you send the Spaces link at scale via Journey Orchestrator?A: Not currently, but you can bulk invite users via CSV upload from the Spaces layout listing page, with customizable messaging.Q: Are there any limitations to what types of reports can be displayed in Spaces?A: End users have view-only access, but they can apply filters and change visualizations. Inline editing is permissioned for CSMs only. Copilot & Gainsight’s AI Agent in Slack Q: What data sources does Copilot use?A: Copilot uses C360, but R360 support is on our roadmap.Q: Can Copilot pull from timeline or related objects?A: Yes, Copilot can access timeline data and company fields, including fields from objects with lookups to Company.Q: Can Copilot show recent timeline activities for a CSM?A: Yes, Copilot can provide summaries of your recent timeline entries, including source links for quick follow-up.Q: Who can use the Gainsight AI Agent in Slack?A: Both Full and Viewer Analytics license holders can access the Slack app—internal collaborators too. Support for Microsoft Teams is also on our roadmap.Q: How do we enable Copilot and the Slack app?A: Visit the AI Settings page and toggle on Copilot and the Slack AI Agent. For Slack, also go to the Sally section, add your workspace, and grant access to users via User Management. Group Send Q: Can roles beyond the CSM use Group Send (e.g. TAMs, Consultants)?A: Currently, it's limited to the assigned CSM, but we're exploring ways to expand access for pooled teams and other roles.Q: Are there safeguards or throttles for Group Send emails?A: Yes! Admins can configure limits at both the contact level and for total recipients. Group Send Admin GuideQ: Can I use Gainsight Assist templates in Group Send?A: Yes, Gainsight Assist templates can be leveraged to streamline and personalize messaging. Have more questions or want to dig deeper into what’s next for Gainsight CS, CustomerOS, Atlas, and AI? We’ve got you. Drop a comment to keep the conversation going. 

Valuable conversations are happening in your community every day—but if they’re not in your members’ preferred language, they may be missing out.AI Translations helps break down that barrier with on-demand, AI-powered translations built right into your community. Members can instantly translate topics and replies into the language that works best for them, without added effort for your team. Enabling AI Translations in Control AI Translations is currently in open beta, and we’d love to have you test it out.👉 Fill out this quick form to join the open beta. We’ll notify you when it’s live in your community, and from there, setup is easy:Go to Customer Communities Control > Languages, turn on on-demand translations, and select the languages you want to support. Once enabled, members can translate content with just one click. Learn more in our Knowledge Base. Note: AI Translations will become a paid add-on once it’s live for all customers.📣 After testing, we’d love your input—join the AI Translations beta group to share your feedback directly with our team. We can’t wait to hear what you think! If you have questions, drop a comment below.  

In addition to the agentic vision Gainsight unveiled on stage at Pulse in Las Vegas, we announced four powerful new features launching today—and they’re all designed to meet the moment for today’s Customer Success teams.With Spaces, Copilot, Gainsight’s AI Agent in Slack, and Group Send, Gainsight CS puts your teams in control, so they can be proactive, efficient, and human-first, even as their workloads grow. Spaces: Get Closer to Your Customers Customer collaboration too often lives in siloed decks, scattered emails, and outdated spreadsheets, making it hard to align, easy to miscommunicate, and tough to scale.Spaces brings everything into one shared, interactive destination. It gives both CSMs and customers a single place to track goals, tasks, and outcomes, so expectations stay clear, engagement stays high, and plans stay on course.Customers stay aligned: With one source of truth, customers know what’s expected and where things stand—no follow-up emails required. CSMs save time: Fewer repeated questions, fewer one-off updates, and more time focused on moving the relationship forward. Consistency is built in: Admins can templatize Spaces for onboarding, success planning, or other key journeys, ensuring every account gets a structured, repeatable experience.  Copilot: More Answers, Less Searching When you're juggling a full book of business, digging through dashboards and notes to find answers is the last thing you have time for. Copilot puts AI at your fingertips, so you can stop searching and start solving.Whether you're prepping for a renewal, writing a follow-up email, or looking for onboarding best practices, Copilot brings the answers directly to you.Here’s what you can do:Access the data that matters: Instantly get customer info like ARR, renewals, risks, and adoption trends—pulled from Timeline and company data. Tap into best practices on demand: Need guidance on onboarding, renewals, or EBRs? Just ask. You can even generate emails, recaps, and more. Get smart on Gainsight: Ask anything about the product and become a go-to resource for your team.Bottom line: Copilot helps your team move from reactive to proactive by turning raw data into clear direction exactly when and where it’s needed.Gainsight AI Agent in Slack: Customer Data, Right Where You Work For frontline CSMs who use Gainsight daily, data is always at their fingertips. But for cross-functional teams and executives, and even some CS team members who don’t log in regularly, getting the right information can require extra steps that slows them down and creates inefficiencies in their workflows.That’s where Gainsight’s AI Agent for Slack comes in:Instant access to customer data: While Copilot gives you access to answers inside CS, our AI agent for Slack takes the same data to you—just ask about ARR, renewals, risks, adoption trends, and more…right in Slack. Keep teams aligned: Share updates directly in Slack channels so customer-facing teams can stay on the same page. Stay ahead of risks and opportunities: Identify potential churn or expansion opportunities early, so you can act before it’s too late.Whether it’s a CSM preparing for a renewal, a Sales rep checking account details, a Product team member reviewing top feature requests, or an executive looking at customer health, Gainsight’s AI Agent makes data available to everyone who needs it—right when they need it. Group Send: Empowering CSMs to Act at Scale As customer bases grow and books of business get heavier, traditional 1:1 outreach just doesn’t scale—and relying on CS Ops or Marketing to send bulk emails only slows things down.GroupSend removes the friction by giving CSMs the power to act independently, communicate at scale, and stay consistent—all without waiting in a queue or compromising brand standards.CSMs can move faster: No more submitting tickets or waiting on email campaigns—send messages exactly when they’re needed. You don’t lose the personal touch: Group Send supports large-scale outreach that still feels human, with templates and tokens that keep messages relevant. Performance stays visible: Real-time tracking makes it easy to see what’s working and follow up with the right customers at the right time.   Say Hello to Atlas Vegas taught us to go big, so we did. Meet Atlas: Gainsight’s new generation of AI agents that power proactive, intelligent engagement from onboarding through outcomes. Built to augment your team (not replace it), Atlas scales personalized support to every segment—freeing up time and driving real results. Learn more in our dedicated Product Update post or join the interest list and we’ll keep you informed as we push into the agentic future. These four features are more than incremental updates. Together, they represent a shift in how Customer Success teams can scale operations while staying personal, consistent, and aligned.This is how modern CS gets done. So ditch the old playbook and help your teams move faster with AI-powered features in Gainsight CS. Want to learn more about our Pulse release? Check out the release webinar on-demand.  

Say Hello to Atlas: A new generation of AI Agents for Retention, Adoption & Scaled CS When in Vegas, it’s time to go big—so we did. Meet Atlas: Gainsight’s new generation of AI agents that power proactive, intelligent engagement from onboarding through outcomes. Launched today at Pulse 2025, Atlas is built to augment your team (not replace it), scaling personalized support to every segment and freeing up time for your team to build meaningful relationships. What is Atlas?Atlas is Gainsight’s new agentic layer—featuring AI-powered agents that help customer-facing teams scale how they work, from onboarding to outcomes.By handling repetitive workflows, Atlas frees customer facing teams to focus on high-touch relationships and strategic growth.  The agents that make up AtlasAt Pulse 2025 we unveiled multiple powerful agents reinventing CS—two are live today, and three more are coming soon:Staircase AI Agent (Live)Scans every touchpoint—emails, meetings, support tickets, product usage—to surface hidden risk, sentiment, and expansion signals.   Gainsight AI Agent for Slack (Live)Delivers on-demand customer health, risk and usage insights directly in Slack. Ask a question and get answers without leaving your workflow.   Renewal AI Agent (Coming Soon)Automates personalized renewal outreach for long-tail and low-touch segments—driving up to +130% lift in renewal revenue.   Adoption AI Agent (Coming Soon)Identifies where customers stall in their journey and triggers tailored recovery plays to boost adoption rates. Moderation AI Agent (Coming Soon)Scale community moderation and keep your communities safe, on-brand and spam-free 24/7.  So what does Atlas do for you?Scale Without Headcount: Automate time-consuming tasks and reach every segment—including the customer’s you’ve never been able to serve effectively. Proactive Risk Management: Surface more risk signals vs. manual processes, so you can intervene earlier. Personalized Adoption at Scale: Leverage AI-crafted plays that reflect your best CSM behaviors in every message to drive adoption, even for the long-tail. Unified Platform: Native to Gainsight’s CustomerOS—no extra integrations, no data silos.Atlas is the future of customer-centric automation—where AI agents amplify human expertise and drive measurable outcomes. Ready to elevate your agent game? Explore Atlas or contact your Gainsight rep for a demo of our live agents.

As regulations like the EU Digital Services Act (DSA) raise the bar for transparency, we’re making it easier to meet those standards without piling on manual tasks. Here’s what’s new: Digital Services Act (DSA) Moderation EmailOur new DSA Moderation Email feature lets admins quickly notify users when a post is moderated—complete with the reason why. It’s a built-in workflow that promotes transparency and helps you stay compliant without back-and-forth communication. DSA-Required Moderation Action reason & notification message For more information on how to use author notifications for DSA moderation, refer to the Notify Authors of Moderation Actions article. Looking to learn more about Digital Services Act (DSA)? Check out Best Practices for Navigating the Digital Services Act (DSA). We’ve also released small improvements in the past month to help you get even more out of your community:Add product area filter to dynamic content widget: The dynamic content widget now supports filtering by product areas, giving admins more control to surface product-specific ideas and updates. This helps deliver more targeted, relevant content to community members based on product-level tagging. Filtering on moderation overview: It is now possible to filter by 'Closed for replies' (Yes/No) in the moderation overview.  Filtering on ideation pipeline widget: The ideation pipeline widget now includes a Product Areas filter. Duplicate custom pages: You can now duplicate custom pages while preserving the original structure and layout. This makes it faster and easier to create consistent, reusable content across your community. If you have questions on DSA Moderation Emails or any of the small improvements, drop a comment below! 

Sally - Improved Admin Setup for Configuring Sally for Large Number of Teams in MS TeamsIMPORTANT: Deployment for EU and US2 is scheduled for early next week.Gainsight has introduced some UI updates to the Sally Microsoft Teams admin section that improve the user interface and optimize performance. These changes enhance usability and responsiveness, particularly for tenants managing large volumes of Teams data.Key Enhancements:Pagination for Large Datasets Updated Terminology Scoped Scrolling Implementation Select All and Filter Experience Improvements Introduced Total Records CountFor more detailed information on this update, refer to the Patch Release notes.For more information, refer to the Authorize Teams section of Configure Microsoft Teams for Sally article. 

When someone searches your community, they’re usually looking for a quick answer. This release improves how search results are ranked and displayed so users can find what they need faster, with less effort. Relevance-Based Search ResultsSearch results are now sorted by relevance. That means the most helpful content shows up first, no matter what type it is or where it came from. Whether it’s a discussion, article, or product update, users can get to the right content without digging through extra filters or categories.Relevance-based search results User Experience Improvements (Open Beta)We’ve also made several small updates to improve how search results appear.Results are now grouped into clear Community and Federated Content tabs. Filters change based on the category selected, which keeps things cleaner. Content type icons and simplified details make it easier to scan and spot what’s useful. User experience improvementsNote: The open beta toggle will remain available in your settings until the end of May 2025. After that, the enhanced layout will become the default for all communities—we’ll notify you in advance before this change is implemented. If you have feedback or questions on the new search experience, drop a comment below! We’d love to hear what you think.

We’ve been hard at work making Staircase AI even stronger — and this release brings big upgrades to your customer intelligence toolkit.From earning enterprise-grade security certification, to faster answers with Ask Staircase, to richer visibility into stakeholder relationships, it’s all about helping you move faster, spot risks earlier, and drive growth with confidence.Here’s a quick look at what’s new this quarter: 🏆ISO 27001 CertificationStaircase AI is now ISO 27001 certified — the gold standard for information security management. This independent certification validates that Staircase meets rigorous international standards for protecting customer data, giving your IT, security, and procurement teams instant confidence.What this means for you:Built-in trust with third-party validation Continuous risk monitoring to protect your customer relationships Enterprise-ready safeguards to scale with you as your business growsNo extra work. No added complexity. Just smarter, safer growth from day one.🔗 Learn more about our security here 🤖Ask Staircase EnhancementsAsk Staircase just got smarter. New enhancements deliver quicker, more relevant responses when you ask about customer health, engagement trends, risks, and stakeholder coverage. With improved search models and expanded support for nuanced questions, it’s easier than ever to spot gaps, uncover risk, and take action—without digging through dashboards. 🤝Stakeholder Network UpdatesThe Stakeholder Network just got a major upgrade. Now you can instantly visualize engagement across your team and key customer stakeholders with a powerful, interactive view.Color-coded lines show relationship strength at a glance Filter by role, team, or engagement to zero in on risks or gaps Hover to see last touch dates, engagement volume, and health detailsWhether you're mapping executive coverage or spotting weak points early, the Enhanced Stakeholder Network gives you the clarity you need to protect and grow every customer relationship. Want even more details? Check out the full release notes for a deeper dive into everything that’s new. 

This release is all about helping your CS team move faster, act smarter, and stay focused on what matters most: your customers. From AI-powered meeting follow-ups to flexible program editing and personalized views by team, every update is designed to reduce busywork and give your team more time to drive outcomes.Here’s what’s new: Edit Live JO Programs Without Hitting Pause (Phased Rollout) Until now, making changes to source filters in Journey Orchestrator meant pausing or cloning a program.Not anymore. You can now edit Participant Source filters in running programs without the need to clone or restart. This means you can update filters in Queries, Segments, and Data Designer sources while the program is active. And once you’re done, just republish the program to replace the active version with your updates. And with Execution History, you’ll have a clear view of what was changed, when, and by whom, so you always have full visibility into what changed, when, and by whom. Let AI Handle the Follow-Up (Phased Rollout) Say goodbye to rushed meeting notes and missed action items.With AI Follow-Up, Gainsight captures meeting insights automatically, so you can turn your customer conversations into clear, actionable Timeline entries:Summarizes discussion highlights Extracts action items and next steps Flags potential risks Analyzes topic-level sentimentPreviously only available with Gong, AI Follow-Up now works with Zoom, Microsoft Teams, Google Meet, Clari, and Chorus, so no matter where your calls happen, your notes stay consistent and your follow-through never slips.  Note: AI Follow-Up leverages the processing power of Staircase AI's in-house models to automate meeting capture. This integration does not provide access to Staircase’s full platform or standalone features, or require purchase of Staircase. More Control Over Timeline ActivitiesLet’s face it—mistakes happen. And when they do, cleaning up your Timeline data should be simple and straightforward. Now, admins can give users permission to edit or delete Timeline entries, so your records stay clean, collaboration stays smooth, and your team can move faster without relying on workarounds or delays. Smarter Layouts by Team Membership Every team should see the data that matters most—automatically. With this update, you can now assign C360 and R360 layouts based on company team membership. Layout assignment is also dynamic, so if a user joins or exits a Company Team, the layout updates automatically without manual interventionIt’s personalization at scale and it helps your team stay focused on what they do best. [New Paid Add-On] Meet Adoption Tracker Now available as a paid add-on, Adoption Tracker lets you tag product features to track product usage and adoption and spot trends leading to churn risks—all inside Gainsight CS. No engineering or development work required. And the best part? All this adoption data can then make health scores more accurate, fuel better AI insights, and be deployed across dashboards and reports in CS.Just tag key product features and start tracking who’s using what, how often, and where engagement drops off—so you can take action before it’s too late.  New Out-of-the-Box Fields in the Data Model (Phased Rollout) Gainsight now includes a set of precalculated, out-of-the-box fields across key objects like Company, Person, and Relationship—ready to use in reports, rules, and 360 layouts with zero setup required.Here’s what’s new:Previous CSM: Name of the last assigned CSM when a change occurs CSM Changed Date: Timestamp of when the CSM field was last update Last NPS Score: Most recent NPS score received from a user Last NPS Responded Date: Date the most recent NPS survey was completed Last NPS Score Type: Classification of the last NPS score (Promoter, Passive, or Detractor) Total Number of Open CTAs: Count of open CTAs at the Company level (including Relationship CTAs)No configuration. No custom fields. Just faster access to the data your team needs to act. Want the full scoop? Check out the full release notes or watch the release webinar below. Leave us a note below to share what you’re most excited about in this release! 

Instructor-led training should be engaging and interactive for learners, but that shouldn’t come with a trade-off of adding more burden for your team. This release is focused on making live training easier to manage—from how you run sessions to how you track what happened after. We’ve also shipped a few long-requested admin tools to give you more control without adding more work.Let’s take a look at what’s new in Gainsight CE: Zoom Meetings IntegrationYou can now create and sync Zoom Meetings directly in Gainsight CE—ideal for smaller, more interactive ILT sessions. This gives instructors the tools to lead live trainings that feel more personal, while attendance is tracked automatically in the background. Less admin work for your team, and a better experience for your learners.To get started, you’ll need to authorize or re-authorize Zoom. Learn more here.  Bulk Attendance TrackingYou can now track attendance in bulk across Zoom Webinars and non-Zoom sessions—all in one step. This update makes it easier to keep learner records accurate, even for large ILT sessions.  Access EnhancementsReplacing the old Profile tab is a new Access tab in the admin view. In this tab, you can now see how a learner got access to a course—whether it was self-enrolled, assigned, or purchased. If you’re using Commerce, you can also view and update individual enrollment expiration dates.  Improved Video AnalyticsWe’ve added filters and drilldowns to the video report so you can track more than just views. See who started or completed a video, how far they got, and which videos are actually being watched. You can also click through to the source file in your media library.  Mark as CompleteAdmins can now manually mark a course as complete for any learner. This helps when someone needs credit for external learning or previously completed training that isn’t reflected in the system.  Have questions or feedback on any of these new features or enhancements? Drop a comment below—we’d love to hear from you.

Understanding how your community engages, grows, and evolves shouldn’t feel like guesswork. That’s why we’re excited to announce that our Data Connectors are now widely available, giving you direct access to your community data for deeper analysis and reporting. What are Data Connectors?Data Connectors provide a direct pipeline between your community data and your Business Intelligence (BI) tools, allowing you to track engagement, analyze performance, and uncover trends with ease. Whether you’re monitoring content success, visualizing key metrics, or blending community data with company-wide analytics, these connectors make it simple to turn data into insights. What You Can Do with Data ConnectorsTrack Community Engagement & Performance – Analyze content performance and post activity, track user participation and engagement, and discover trends to get a holistic view of your community’s dynamics and understand what’s working. Build Custom Reports & Dashboards – Connect to your BI tools like Power BI, Looker, or Tableau to create reports tailored to your business needs. Visualize and share community data with interactive dashboards.  Merge Community & Company Data – Use the S3 connector to copy data into your preferred data warehouse (e.g., Snowflake), making it easy to combine community insights with your internal analytics and providing a complete picture of customer engagement and performance. How to Get StartedIt’s easy to connect your data! In Control, go to Integrations > Apps, where you’ll find four Data Connectors: Power BI, Looker, Tableau, and S3. Select your preferred tool, follow the integration steps, and start pulling in your community data to build the reports and insights that matter most to your business.For more detailed steps for your specific BI tool, check out this page. With Data Connectors, your community becomes a valuable source of business intelligence. Ready to explore the possibilities? Log in and get started today!