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.

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 Guide

Q: 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.