CS Heads-Up: September 19th Release Preview

Starting with this release, we're piloting something new: sharing a preview here in Community about a week ahead of launch so you can get an early look at what's coming.

This is a lightweight heads-up. Complete Release Notes with full details will still be published on the release date. 

360

• Reposition and Resize Summary Ribbon on Gainsight Home (Admin Controlled): Summary Ribbon on Gainsight Home can be repositioned once admins enable flexible placement in General Settings. After enabling, Admins can drag the ribbon to any vertical position in the Home layout. Enabling the setting is a one-way action. A confirmation dialog box appears before the change takes effect, warning Admins that the action cannot be reversed.
   
• Control Company Status Visibility in C360 and Sidebar (Admin Controlled): Admins can now control whether the company status appears in both the full C360 page and the mini 360 sidebar view. You can configure the Company Status visibility per layout, giving teams the flexibility to display only the information relevant to their organization.
   
• View Stakeholder Engagement in C360 with People Heatmap and People Network, Staircase-CS Integration (Admin Controlled): Now view stakeholder engagement insights directly in C360 through two new widgets, People Heatmap and People Network, available on the C360 Summary page. These widgets provide a complete picture of engagement strength between your internal team members and customer stakeholders without switching to the Staircase application. Note: This feature is available only to customers who have purchased both Gainsight CS and Staircase.
   
• View Stakeholder-Level Insights in C360 and P360, Staircase-CS Integration (Admin Controlled): Gainsight Customer Success (CS) surfaces stakeholder-level AI insights from Staircase directly into C360 and P360. The Person AI Attributes object stores Staircase AI signals at the individual stakeholder level. These insights are also aggregated as counts at the company level in C360, giving you a complete picture of stakeholder engagement across your accounts without switching to the Staircase application. Note: This feature is available only to customers who have purchased both Gainsight CS and Staircase. 

Timeline

• Configure Default Activity Type for AI Follow-Up and Auto Email Capture (Admin Controlled): Admins can now configure the default activity type for activities auto-logged to Timeline through AI Follow-Up and Auto Email Capture. By default, AI Follow-Up activities are logged as Meeting and Auto Email Capture activities are logged as Email.
   
• Configure Activity Merge Window for AI Follow-Up (Admin Controlled): Admins can now define a custom Activity Merge Window for AI Follow-Up instead of a fixed system default. The available options range from ±15 mins to a maximum of ±6 hours.
   
• View Recording Links for Gong.io and Salesloft Activities in Timeline (Automatic Update): Gainsight has enhanced Timeline to include recording links for activities logged through Gong.io and Salesloft using the Staircase integration. CSMs can now click the recording link directly from the Timeline activity to be redirected to the specific page to view the recording.
   
• Relationship Resolution, Beta (Admin Controlled): This feature automatically logs AI-generated meeting follow-ups and auto-captured emails to the correct product-level Relationship, using rule-based matching against Contact and User data. This removes the need for manual tagging. Prerequisite: Requires meeting and/or email sync enabled through the Staircase integration.

Journey Orchestrator 

• Clone Evaluate Element in Programs (Admin Controlled): Admins can now clone a configured Evaluate element within a draft program and reuse its logic, instead of reconfiguring the element each time. In larger programs where the same branching conditions repeat across multiple paths, this reduces build time and helps admins keep Evaluate logic consistent. Note: Branch conditions that reference survey answers or previous steps have their values cleared in the clone. Reconfigure these conditions after you connect the step.
   
• Exclude Participants From Another Program (Admin Controlled): Admins can now exclude participants by referencing another program directly, rather than exporting and uploading a CSV file. Journey Orchestrator now excludes any participant whose recipient email appears in the programs you select, which helps keep already-engaged participants from being re-enrolled and messaged twice. Note: Configure the exclusion before you publish the program. After the program is published, the exclusion configuration becomes read-only.

MCP, Copilot, Gainsight AI Agent in Slack 

• Ask Staircase in Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP, Staircase-CS Integration (Automatic Update): Gainsight now brings Ask Staircase into Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP. Earlier, joint customers had to switch between CS MCP and Staircase to get a complete picture of an account.
   
• Track AI Tool Activity with CS MCP Logs (Automatic Update): Admins can now view a log of all AI tool calls made across Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP. Earlier, there was no way to track which tools were used, by whom, and when. Note: CS MCP logs do not display historical data. Data is available only for tool calls made after this feature is enabled.
   
• Track CTA and Success Plan Creation Source with Update Source Field (Automatic Update): Admins can now identify where a CTA or Success Plan was created or last updated using the new Update Source field. This field is now available in the Call-To-Action and Success Plan objects. The Update Source field captures the source of creation or last update (Copilot, MCP) for a CTA or Success Plan.

Reports

• Require OTP Verification for Shared Reports (Admin Controlled): Admins can now apply One-Time Password (OTP) verification across all report share types: Link, Excel, Image. Recipients must complete OTP verification before accessing or downloading a shared report. This ensures more secure access across all share types, preventing unauthorized access even if a shared link or email is forwarded to unintended recipients.

Data Management

• Design Customizable Form Layouts for Low-Volume Custom Objects (Admin Controlled): Admins can create and configure form layouts for low-volume custom objects directly in Data Management. Form layouts configured in Data Management surface in the Report Builder and dashboards. Each layout controls which fields appear when a CSM adds or edits a record, how those fields are grouped and ordered, and whether each field is editable or read-only.