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Release

Customizations and Flexibility and AI, Oh My!

Your community should be like a Swiss Army knife—an indispensable tool known for its versatility and adaptability. It can be used to educate and train your users to successfully leverage your product, drive awareness and engagement with peers and your brand to fuel business growth, and offer unparalleled access between you and your customers to inform customer-backed decisions. 

However, just because a community can serve many purposes doesn't mean it has to be complicated to manage. Our latest release items are designed to streamline these multifaceted capabilities, eliminating tedious busywork and making it easier to manage your online community effectively.

 

Here’s what’s new in Gainsight Customer Communities:

 

>Open Beta] Community AI Features

Would it be a product update in 2024 without a few AI features?! We’re excited to announce that THREE community AI features are now in open beta and available for everyone to opt-in and take for a spin!

Write with AI

Creating community content has never been easier! Use Write with AI to quickly draft community conversations, questions, knowledge content, product updates, and email copy. With just a few prompts, you can generate first drafts tailored to your goals, tone, and length preferences. Easily edit the generated content to match your style, add links, or include rich media like images and videos. Kick writer's block to the curb and keep your community content fresh and engaging!

 

AI Recap

Start each day with AI Recap to triage what needs your immediate attention and prioritize your daily tasks. Access this “ICYMI summary” of community content in the all-new Control Home. The AI Recap widget gives you a digestible summary of the most recent unread topics, categorized by theme, so you can get a quick low-down of what happened while you were away.

AI Summary

Capture the essence of longer community topics and threads with AI-generated summaries. Our new AI Summary feature offers a quick and actionable overview of discussions, helping you stay informed and take immediate action. Simply hover over an unread topic or thread in the Content Overview widget in Control Home and click to generate a summary. Gainsight AI will provide a concise recap along with potential next steps. Access the full topic or thread directly from the summary to dive deeper when needed.

How to Enable

We’ve added a dedicated AI page to the Settings section in Control, which will help you customize your AI features. From this page, you can enable and disable our AI features. We also encourage you to input your company title and community description to help tailor the AI output. You can include additional information like your audience, products, and community goals to help refine the results.

 

Additional Hierarchy in Knowledge Base

Transform how your community members find and access knowledge content with the expanded 3-level category structure in the Knowledge Base. Categorize, organize, and manage your content to fit your multi-product business needs. Easily restructure your Knowledge Base with drag-and-drop functionality, pin topics to the top, and reset the custom order to improve the navigation, and make content discovery easier.

 

 

To customize your Knowledge Base hierarchy, navigate to the Knowledge Base settings, adjust the category structure, and reset article order with one click. For more details, check out this article.

 

Subscribe to Events

Ensure your customers never miss an upcoming event with the new subscribe button in Events. This enhancement boosts event visibility and drives event engagement directly within your community. By alerting subscribers of newly added events, it encourages registration and attendance, helping you maximize event participation and impact.

For more information and steps about how to set up subscriptions for events, check out this article.

 

Enhanced Mega Menu & Branding Configurations

We’ve added new functionality to the mega menu widget enabling you to easily customize navigation elements to match your brand’s look and feel. Now, you can set different color attributes for a cohesive, branded look, choose navigation bar width for better visual alignment, and upload logos or custom images to the navigation menu. 

Additionally, we added new branding configuration options within the Theme tab. Easily upload logos and favicons, configure primary and secondary brand colors, and customize link-sharing details to ensure a consistent and visually appealing community experience. These enhancements give you greater control over your community's appearance and functionality, aligning it seamlessly with your brand identity. For more details, check out these articles: 

 

A big thank you to all our beta testers for testing many of these new features and providing us with invaluable feedback. Interested in joining future betas? Join our Product Discovery Group for early access.

 

Which feature are you most excited about—and what would you like to see next? Let us know in the comments.

Excited about the new features! The “Additional Hierarchy in Knowledge Base” section mentions an article with more details - but it is not linked. I did a search but cannot find any additional information. Can you provide the link to that article, please? Thank you!

Apologies @lwackertn! Article link is updated now. 

Super excited to start testing the AI features later on! Also updates to the Mega menu looks nice.

Great job!

Subscribing to events is finally possible. Yay 🙏

(I just wanted to write that I don’t have a Subscribe button in the event overview, wondering if it’s my fault. Then I took a look into the recent Release Notes and found out how to unhide it…..
Mayyybe, such important information could be added into product updates in the future?)

And has someone already successfully used subscribing to events? 

I tested it yesterday in my staging and productive communities, as admin and registered user with a public event --> no email notifications so far (besides the test email that came only from the productive community) so I hid the subscribe button in my productive community again.

What am I missing?

 

@Eva Currently, staging environments don’t send any emails, which explains why you’re not getting a notification for a new event on your staging environment. 

And you’re right in calling out that this product update needed a link to the article on how to actually set up subscriptions for Events. We’ve added it to the product update retroactively. Thanks!

@Eva Currently, staging environments don’t send any emails, which explains why you’re not getting a notification for a new event on your staging environment. 

And you’re right in calling out that this product update needed a link to the article on how to actually set up subscriptions for Events. We’ve added it to the product update retroactively. Thanks!


thanks, but there are no notification emails (real ones, not test mails) in the productive community after subscribing. Just tested again in the productive community with my admin and registered users after creating an event this morning (it was a duplicate, but notifications didn’t work last Tuesday with a newly created event either).

I would like to announce this long-awaited feature in my community, but as long as it does not work on my side, I can’t.

@Eva Thanks for the feedback, and you’re right in terms of the enablement piece: we’ll link out to the documentation on this from this product update.

As for testing it out, we don’t sent out emails on staging instances, which explains with it doesn’t work on your side. 

@Eva Currently, staging environments don’t send any emails, which explains why you’re not getting a notification for a new event on your staging environment. 

And you’re right in calling out that this product update needed a link to the article on how to actually set up subscriptions for Events. We’ve added it to the product update retroactively. Thanks!


thanks, but there are no notification emails (real ones, not test mails) in the productive community after subscribing. Just tested again in the productive community with my admin and registered users after creating an event this morning (it was a duplicate, but notifications didn’t work last Tuesday with a newly created event either).

I would like to announce this long-awaited feature in my community, but as long as it does not work on my side, I can’t.

 

 

Update: 


I just created an event and my registered user received a notification via mail -->It works now 👍 Thanks!
(my admin user didn’t receive anything, but I guess if I create an event, the notification is not send to me)


One question:


Can I adjust the display of the {event_time} variable in the mail?
It looks currently like this in the mail notification:

It seems to be not connected to the event settings where I can select the time format and hide the time zone.

 

The format that is usually used in Germany is TT.MM.YYYY, hh:mm, similar to the events overview: 

Thanks 
 

That’s good feedback, thanks @Eva! We’ll try to include it in one of our upcoming releases. 

I seem not to be able to find the new AI section within Control? Do we have to ask for this to be turned on so we can decide to opt in or out?

 

Thanks,

Anthony

@ahamburg9 I’ll reach out to you over email, since this is the result of an earlier opt-out from our subprocessors. 

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