Product Updates

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, reduces manual effort, and helps you stay compliance-ready without the back-and-forth. 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!

Gainsight Sally App Update in Slack Slack has deprecated certain API methods used for Quick Insights in Gainsight Sally and introduced a new API to ensure uninterrupted functionality.To maintain seamless functionality, Gainsight Sally has been updated to support these API changes and improve file display names for better visualization.Key Enhancements:API Migration: Gainsight Sally now uses a new API to ensure seamless functionality. Improvement: If you download a visualization, the file now retains the correct name and opens without appending a .png extension. You can now view tabular reports directly in threads without downloading them.Note:Gainsight Sally will be automatically updated. No action is needed from end users or admins. There is no functional impact on users. Quick Insights functionality will continue to work as expected. These changes are applicable from March 12, 2025.This information is also available in the Patch Release Notes.

Community is all about connection—bringing your customers, teams, and resources together in one place. But when language becomes a barrier, those connections can break down before they even begin. That’s why we’ve been hard at work making Gainsight Customer Communities truly global, ensuring every user can engage with your community in their preferred language.Over the past few months, we’ve rolled out enhancements that make it easier than ever to create and manage multilingual communities. With today’s release of the Localized Homepage, your community can now deliver a seamless, localized experience across homepages, categories, and interface elements!Let’s take a look at what’s now possible. Localized HomepageYour community homepage is the front door to engagement, and now it can adapt to each user’s preferred language. With the Localized Homepage, you can create dedicated homepages, and Knowledge Base and Community overview pages for various languages. Tailor banners, widgets, navigation, and content recommendations in the user’s selected language. This ensures a more welcoming, intuitive, and personalized experience from the moment they arrive. Community managers can configure and preview different homepage layouts for each supported language, giving full control over how content is presented to diverse audiences. Localized Homepage Localized Community & Knowledge Base CategoriesConversations and knowledge-sharing shouldn’t be limited by language. With Localized Community & Knowledge Base Categories, you can now create dedicated spaces in both the Community and Knowledge Base modules for different languages, ensuring that users can easily find discussions, articles, and resources in the language they’re most comfortable with.  Fully Localized Community InterfaceEvery part of the community experience should feel native. With the fully localized interface, all system-generated UI elements, including buttons, menus, and page titles, will display in the supported languages you selected. Community managers can also fine-tune translations to better match their brand’s voice and terminology. Plus, languages can now be configured behind the scenes before going live, ensuring a seamless transition for members when they join.  Remember Language Preference via CookiesNobody wants to reset their language preference every time they visit your community. Now, when members select a language, their preference is saved via cookies—so whether they log out, close their browser, or return later, they’ll automatically land in the right experience without needing to switch manually.  What’s Coming Next?We’re not stopping here! We’re working on even more multi-language enhancements, including:AI-Powered Translations (in open beta) – One-click on-demand translations for topics, replies, and threads. Language-Specific Search Filters – Allow users to filter search results by language for better content discoverability. Language as a User Property – Users will soon be able to set their preferred language in their profile, ensuring a consistent experience across sessions. Localized System Emails – Ensure all automated notifications and system messages are delivered in a user’s preferred language.We’re committed to making your community more accessible, global, and engaging. With these multi-language enhancements, we’re breaking down barriers and empowering users to participate fully in the language they’re most comfortable with.Are there other areas of Customer Communities where you’d like to see multi-language support? We’d love to hear your thoughts! Drop your feedback in this thread or reach out to us with any questions.

Known Issue Tracker FAQs Please find a list of the frequently asked questions below. We will continue to add to this as questions arise.  What is the Known Issue Tracker (KIT)? The Known Issue Tracker (KIT) is a public-facing Jira project that lists product bugs and issues. It is designed to provide transparency to Gainsight customers regarding known issues and their statuses. KIT also saves time and effort for customers by giving them a central place to check if an issue they encounter is already recognized, thereby also negating the need to raise a support ticket. Which issues are posted on the KIT?Issues that are impacting critical/major functionality and/or affecting multiple customers are listed on KIT. Any issue/bug that is reported goes through an internal process of checks and approvals from Product & Engineering before it can be posted on KIT. How quickly do issues appear on the KIT after they are identified?Once a bug/issue is confirmed by Gainsight Support or Engineering, the PM and EM for the affected product area are tagged in the internal Jira ticket. They typically review and provide their approvals within one business day. After both approvals are in place, Support creates a public-facing ticket in the KIT. What details will I find in a KIT ticket?A typical KIT ticket includes: Title (Summary): A short description of the issue Issue Details (Description): A concise explanation Root Cause: If available, a short explanation of the underlying reason for the bug. Workaround: If available, instructions to mitigate the issue until a fix is released. Replication: Replication steps if available are provided Product Name/Component Affected: The Gainsight product/module impacted. Will customer data or any personal information appear in KIT?No, the Security Team has guidelines to avoid sharing any sensitive or personally identifiable information (PII) on KIT. This includes names, email addresses, phone numbers, or any other confidential data. Tickets are text-based only for now, and no sensitive data is displayed.Are screenshots or attachments included in KIT tickets?In general, no screenshots are included to avoid inadvertently exposing customer data. If a screenshot is ever necessary, it is carefully reviewed by Support Managers to ensure it does not contain sensitive information. Text-based descriptions are the default.Why do some bugs or escalations not appear on KIT?Not all bugs/escalations are made public.  A bug/issue may be disapproved by the PM or EM for various reasons such as, privacy concerns, security concerns etc. A bug/issue might not meet our internal checks for posting on KIT.  Those bugs/issues remain managed via the internal Jira process. Does Gainsight provide an ETA (Estimated Time of Arrival) for fixes?We currently don’t provide ETA’s for bugs/issues listed on KIT. We are looking into the possibility of providing ETA’s in future versions of the KIT.Can I contribute or edit tickets on KIT?No, external viewers can only view KIT tickets. They cannot edit or modify any content. This approach ensures the integrity of publicly listed items.Where can I find the Known Issue Tracker?The public-facing KIT board is available at a dedicated Jira project link that Gainsight provides (e.g., “Known Issues Tracker” project). You can bookmark that link to stay updated on known issues, statuses, and any available workarounds. You can also find it linked on support.gainsight.com under the “Support” dropdown as well as on the right hand side of the GameChanger Community homepage. What if a bug I reported is not on the KIT, but still affects me?It may be pending review or it might have been disapproved for public posting. You can contact Gainsight Support to confirm the status. If it’s not approved for the KIT, the standard bug-fix process still applies, and you’ll receive updates through our regular support channels.

Customer-facing teams are dealing with bigger portfolios, tighter budgets, and rising expectations—all without extra hands to help (or at least not enough of them). The challenge isn’t just keeping up, it’s staying ahead.But despite the pressing need, the data these teams need to actually stay ahead isn’t always easy to get to.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.Now, key customer insights, data, and best practices are right in Slack. No more switching tabs, waiting on reports, or chasing down updates. Just quick answers, shared insights, and the ability to take action.What You Can Do with Gainsight’s AI Agent for Slack:Instant access to customer data: Ask about ARR, renewals, risks, adoption trends, and more.  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. Effortless follow-ups: Quickly draft emails, meeting recaps, and content for EBRs. On-demand best practices: Instantly get strategies for onboarding, renewals, and customer growth, plus quick answers on Gainsight functionality.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.By eliminating unnecessary steps, making data more accessible, and reducing time spent searching, our AI agent helps teams move faster, stay aligned, and focus on what really matters: building relationships with customers and driving better outcomes.Because at the end of the day, AI isn’t about replacing customer-facing teams; it’s about empowering them, which is exactly what our Slack app is designed to do.

Gainsight Assist for Outlook – Authentication Update Microsoft is retiring legacy tokens used for Outlook add-ins authentication and transitioning to Nested App Authentication. This change impacts all applications using legacy tokens, including Gainsight Assist for Outlook.Impact on Gainsight AssistTo align with this transition, the Gainsight Assist for Outlook plugin is adopting the new authentication framework. This change will be effective from February 28 March 03, 2025.Recommended Action for Microsoft 365 (M365) Admins after February 28 March 03, 2025 ReleaseThe M365 admin must take specific steps to support the Gainsight admin in maintaining the Gainsight Assist plugin, as the Gainsight admin lacks the necessary permissions.To simplify the authorization process, the M365 admin should use the Admin Consent Flow. This will automate scope authorization across all users in the tenant, preventing the need for individual users to manually reach out to the M365 admin for approval.Use this link to initiate the Admin Consent flow..For more details on this transition, refer to the FAQ document.This information is also available in the Patch Release Notes.

Introducing the Gainsight Known Issues Tracker (KIT)Your feedback has been invaluable in driving improvements to both our products and your overall experience, and as a result, we’re happy to introduce the Gainsight Known Issues Tracker (KIT).What is KIT?KIT is a centralized, public repository where you can view all Known Issues and bugs across Gainsight products. It's available 24/7, so you can easily check the status of an issue you're facing.Centralized Information: Find all known issues in a single location accessible through the following channels:  Gainsight Support Page: Click the "Support" dropdown in the upper-right corner. Gainsight Status Page: Refer to the link at the top of the page. Community Homepage: Refer to the link on the right-hand sidebar.  Direct Link: Bookmark the page for quick access.  Active Resolution: Every issue in the KIT is being actively addressed by our Engineering team. Transparency: KIT will be regularly updated with the latest information.How to Use KITCheck for Known Issues: If you encounter a bug or issue, first begin by checking the KIT to see if it’s already listed - saving you the time of creating a Support ticket and providing immediate insights into known issues. Monitor Progress: If the issue is listed, simply monitor its progress on the KIT— no need to raise a support ticket for further updates. Need Further Assistance? If you don’t see your issue listed in the KIT, please do not hesitate to raise a support ticket and our team will happily assist you. What’s Coming Next?ETAs: While we don’t currently provide ETAs for resolutions, we plan to revisit this in the future.  Notifications: We’re working on a feature that will allow you to “watch” specific issues and receive alerts when they are resolved.We hope the Known Issues Tracker (KIT) makes it easier for you to stay informed about the issues that matter to you. Thank you for your continued support!

Great communities are dynamic spaces where conversations thrive, ideas flow, and solutions come together. Our latest release includes new features and enhancements that are designed to strengthen how your community connects and discovers content making it easier for you to cultivate this dynamic space.Let’s take a closer look at each feature & enhancement:Notification CenterNever miss a beat with the new Notification Center, designed to keep your community members informed in real-time. Accessible directly from the navigation bar, users will receive updates on replies, mentions, and new activity. This enhancement helps drive engagement by keeping users actively participating in discussions and responding to important conversations, improving the overall community experience.Hierarchy in Product AreasOrganizing content across multiple products just got easier. With the new 2-level hierarchy for product areas, community managers can categorize Ideas and Product Updates under both products and their associated features. This structure simplifies navigation for your users, allowing them to filter and find relevant content faster. To make idea submissions even smarter, you can now require users to tag ideas with a product area, ensuring every submission is properly categorized—saving you valuable time and keeping your community organized.User Interface RefreshWe’ve given your community a sleek, modern refresh to make navigating and engaging even easier. The refresh includes:Read/Unread Visual Indicators: Unread topics and replies now stand out in bold, helping users focus on new content. Build Bar UI Updates: A modern design has been introduced for a consistent, professional feel across the platform. Simplified Customization: The “Customize” button is now renamed to “Edit Layout,” making the entry point to customization mode clearer. ​​​​​​Smarter Spam PreventionProtect your community’s integrity with smarter, more robust spam prevention tools. We’ve improved our integration with Akismet to include:Contextual Intelligence: Tags from parent topics are now sent to Akismet, ensuring replies align with the context (e.g., cooking tags vs. unrelated spam topics like software). Accurate User Agent Identification: Submissions now include the actual user’s browser information instead of internal system data for better spam classification. Enhanced Detection with Post Titles: Titles are now included in Akismet submissions, providing a more complete context for spam evaluation. Privacy-Compliant Spam Reporting: IP addresses and email data for manually marked spam are now hashed, improving data privacy and detection accuracy. Zero Reply Filter in the Dynamic Content WidgetHelp ensure no question goes unanswered with the new Zero Reply filter in the Dynamic Content Widget. This enhancement makes it simple for community managers and moderators to identify unanswered posts and prioritize follow-ups. By addressing unanswered questions faster, you’ll drive engagement, improve user satisfaction, and foster stronger community participation.Related Ideas Closed: Undo ‘Best Answer’ Solution in the Front EndWe all make mistakes, and now you can fix them instantly. With this enhancement, community managers and moderators can undo a “Best Answer” designation directly from the front end. Whether it’s correcting an accidental click or updating a solution, this feature gives you the flexibility to maintain accurate and helpful responses for your community.Related Idea Closed: We hope these updates make managing and engaging in your community simpler and more effective. Have feedback or questions? Let us know in the comments below!

A new year brings new possibilities—and with this January release, we’re making Gainsight CS work even harder for you, so you can work smarter for your customers.Here’s what’s new: Smarter Health Scores with AI Scorecards (Now GA!) Health scoring can be a delicate balancing act—finding the right metrics, weighting them just so, and making sure they reflect reality. Now, with AI doing the heavy lifting, creating and refining scorecards is faster, easier, and more accurate than ever:Build brand-new scorecards in minutes using smart, data-driven recommendations. Fine-tune existing scorecards with insights that show what’s working—and what’s not.The result? Health scores that don’t just look good on paper but actually reflect what’s happening with your customers. Access to Staircase AI in Gainsight CS Staircase AI is all about surfacing the moments and trends that matter most in your customer relationships. With this new integration, those powerful insights are now seamlessly embedded into Gainsight CS, so you can take action without skipping a beat:See Staircase’s AI analysis of customer sentiment and trends in the C360 and P360. Use AI-driven reports and dashboards to spot risks or uncover opportunities. Bring Staircase’s customer communication analysis (covering channels like email, tickets, chat, and more) into your broader data story.What does that mean for you? A clearer, more complete view of your customers that helps you act faster and with greater confidence. New to Staircase AI? Here’s the deal: Staircase AI uncovers real-time insights into customer sentiment, health, and relationships—insights you can seamlessly connect to Gainsight CS to activate workflows, CTAs, and automated journeys. Dive into our latest guide—An Executive’s Guide to Preventing Churn—to explore how our CEO, Nick Mehta, uses Staircase AI to eliminate surprises, strengthen customer connections, and drive meaningful outcomes.  Fix Timeline Entries Without the Friction (Reparenting) Accurate data matters, but mistakes happen. That’s why we’ve made it simple for CSMs to reassign timeline activities to the correct Company/Relationship without deleting or recreating entries. Small Enhancements, Big ImpactEmail Metrics You Can Trust: Tired of wondering if your email metrics are telling the real story? We’ve enhanced bot detection in Journey Orchestrator to filter out clicks and opens caused by automation. Consistent Email Domains: Admins can set approved “From” and “Reply-To” domains for emails sent through Cockpit, P360, and Timeline. That means professional, consistent emails that build trust, avoid spam folders, and ensure your communication always hits the right tone. Mandatory Cross-Org Connector Mapping: To help you avoid migration failures due to missing or unmapped connectors, you’re now required to set a target organization before starting the migration. This means smoother transitions, fewer hiccups, and more time to focus on what matters.Want the full scoop? Check out the full release notes.

Staircase recently joined the Gainsight ecosystem, and we’ve been busy with a number of enhancements in the last few months that make our customers lives easier, and our insights more powerful. Check out our newest updates below!  📝 Custom Report BuilderUnderstanding your customer and team data is no longer confined to out-of-the-box standard reports. Just click ‘create new report’ from the Reports section, select your columns and filter to the accounts you wish to assess - then save it, share it, and use it!  🤖 AI Tasks (Beta)We all get a lot of email - and to better manage your asks and open tasks, Staircase’s new AI tasks will detect possible action items on your communications and surface them as task reminders under the notification bell in the upper right hand corner of Staircase. Choose which tasks to keep and complete, or mark is not relevant. 🤖 Ask Me Anything AI (AMA) (beta)Introducing Staircase AI Ask Me Anything - An account-level beta feature allowing users to query anything on their mind about the account (such as: did we talk to the customer about feature xyz? What was the last issue the client surfaced? And did we resolve it?). In this first phase, the AMA feature looks to your account specific communications to answer these questions (so the answer must be contained in those conversations to accurately generate, i.e. not CRM data, etc.). Reach out to your Staircase AI CS pro today to enable this beta feature for early access. Your feedback will be welcome!  💸 Multi-Currency SupportStaircase AI now supports adjusting the default organization's currency if it is different from USD. In addition, accounts can have their own currency that may differ from the organization’s default currency (i.e. global companies with contracts in different currencies).When Staircase AI is integrated with Salesforce (SFDC), Staircase AI will automatically pull in an account’s currency as well as the exchange rate. If connected with another CRM like Gainsight, HubSpot, or Pipedrive, you’ll be able to set the exchange rates in Staircase AI Settings > Configurations > Currency. Note: All revenue aggregations support summing to the organization’s default currency based on the exchange rates.  🚀 Push Call Summaries To Gainsight Timeline AutomaticallyGood news for those of you using Gainsight at your CRM connector for Staircase AI. You can now automatically push Staircase AI call summaries to the Gainsight customer timeline to capture what happened on the call, issues discussed, action items owed, and what topics + customer sentiment came up. Now you can put that pen and paper down and be more present for your clients without worrying you will miss something important. When this feature is enabled, any recorded call will be pushed to Gainsight CS as a meeting activity type on the timeline, complete with Staircase summary and participants. To enable the feature just check the box in the Gainsight card.Note: All Staircase supported video call providers are supported with this feature (Zoom, Gong, Clari, Teams, Meet and Chorus)  Additional Enhancements: Okta: Staircase AI approved for Okta SCIM integration user provisioning! Learn more here and here Send AI Account, Churn, Meeting, and Renewal Summaries to Slack as notifications (Note: can be sent as often as daily) More robust filtering options available throughout the platform (advanced filters) Ability to bulk invite users (comma separated list) Additional customization options for custom lifecycle events to: disable them entirely, disable them for specific communication channels (i.e. exclude support), and add key terms and phrases to automatically exclude event classifications from specific threads/topics.

Streamlined User Access Control with Lookup Attributes in Advice RulesUnlock Advanced Permission Configuration with Lookup Attributes Efficient data access management is pivotal for organizations looking to maintain precision in user permissions. Gainsight's latest patch release introduces an exciting enhancement to Advice Rules within User Management, empowering admins with greater flexibility and control. Previously, Advice Rules allowed admins to configure conditions for data access based solely on non-inherited attributes—fields without lookup capabilities. With this release, admins can now include permission attributes inherited from objects with lookup capabilities to define conditional read or write access. This update transforms how permissions are tailored, ensuring they align more closely with both user requirements and organizational policies. What’s New?The Field dropdown menu in the Get access to the records where section of Advice Rules has been expanded to display all permission attributes, including lookup fields. This enhancement allows admins to:Utilize lookup attributes, which enable permission configurations based on relationships or associated objects. Create more granular, precise rules for controlling user access to data.Example Scenarios:Grant access to activity records only for users where the GS Relationship ID is not null. Restrict data views to ensure compliance with security and operational requirements.Key DetailsFor lookup attributes, only NULL and IS NOT NULL operators are currently supported. Non-lookup fields retain the full range of operator options, offering admins flexibility in crafting rules for inherited and non-inherited fields alike.Benefits for AdminsStreamlined Configuration: Simplify complex access scenarios by leveraging inherited lookup attributes directly in Advice Rules. Policy Alignment: Ensure permissions map accurately to organizational data governance policies. Enhanced Usability: Admins save time by managing permissions through a single, comprehensive interface.For more information, please refer to the Patch Release Notes.