Product Updates

Customer Success never stops moving. Between customer check-ins, program updates, and renewal prep, there’s always something competing for your time. This release helps you get more of that time back.From Copilot’s new context awareness to stronger admin controls and secure file sharing in Spaces, everything here’s designed to make your day easier, cleaner, and more connected. Copilot in C360: Context That Works Where You DoCopilot now lives right inside C360. You can ask questions directly from the customer record, and Copilot automatically understands which account you’re viewing. So you can’t ask about other customers. (Note: Not currently available in R360 or mini360.)You can ask questions like:“What CTAs are open for Acme?” “Summarize the goals we set last quarter.” “What did we discuss in our last EBR?”And Copilot will respond with accurate, account-specific answers. It’s like having your best CSM sitting right next to you, summarizing everything that matters. Key Definitions: Teach Copilot Your LanguageEvery organization has its own way of talking about customers. Maybe “healthy” means steady usage and strong exec alignment. Maybe “at risk” means no engagement in 30 days.Now, Key Definitions let admins define what those terms actually mean inside Copilot. These definitions guide how Copilot interprets questions and retrieves data, so when someone asks, “Which customers are at risk?” the answer reflects your business logic, not ours. Prompt Library: Save and Share What WorksYou know that one perfect Copilot prompt that always delivers gold? Now you can save it—and share it.The new Prompt Library gives everyone one place to create, save, and reuse effective prompts. It’s organized into three tabs:My Prompts for personal use Admin Suggestions for shared prompts across your team Gainsight Suggestions for recommended prompts from usYou can favorite, edit, and reuse prompts whenever you need them. It’s an easy way to keep your best questions close at hand and help your team stay consistent and adopting AI. Community Idea Extended Data Access in Copilot: Go Deeper Without SearchingCopilot can now surface answers from more data sources, including Scorecards, Success Plans, and Cockpit. That means you can ask questions like:Give me a list of all open CTAs for ACME List all accounts with red health scores List all ongoing success plans for Acme, returned listFilter Timeline by specific attributes to quickly surface relevant interactions, spot trends, and drive more focused engagement. For example, summarize all business goals from my last EBR activity with company X. You’re asking for a particular activity type. Any custom standard fields, Copilot can analyze last 50 timeline entries. Include custom, standard, or system or any activity field type, you can now. This gives you a fuller picture of customer health and activity without running a single report, although trends or any historical data analysis is not supported today.  Journey Orchestrator: Make Edits on the FlyAutomation only works when it can keep up with your business. Programs evolve, customer data changes, and sometimes you need to adjust without stopping what’s already in motion.With Post-Publishing Field Edits, admins can now update active Journey Orchestrator programs without having to clone or restart them. You can safely add new source fields, refresh filters, or insert tokens in live programs—all while participants continue their journeys. Cockpit and Customer Goals: Consistency That Builds TrustData accuracy doesn’t happen by accident. This update gives admins more ways to keep things clean and consistent, without slowing anyone down. In Cockpit, you can mark fields as editable only during creation, lock them after saving, or make them required before closing a CTA. It’s a small change that adds a ton of reliability to your data.In Goals, the same logic applies. Admins can control which fields stay editable and which lock once saved, keeping Success Plans clear and aligned across every customer. Community Idea Spaces: Streamlined CollaborationSpaces keeps getting better at helping teams and customers work together, and this month we’re making it more secure than ever.With the new Attachments widget, admins can set upload permissions, collaborators can tag and organize documents, and end users can view or upload based on what you allow. Files are automatically version-controlled, scanned, and stored in one place, but the real value is clarity. Everyone knows which document is current, who added it, and where to find it.Community Idea We’ve also added additional controls for admins to control the level of customization available to end users.Community Idea Salesforce: Gainsight Where Your Team Already WorksWe know many teams live inside Salesforce, and now Gainsight fits right in. With Lightning Web Components, you can embed 360 widgets and key customer insights directly inside Salesforce. Your account managers, sales reps, and CS teams can stay aligned on the same data without switching systems or losing context. Want the full breakdown? Check out the full release notes.

We’ve rolled out a new wave of PX updates to help you create smarter engagements, get richer account insights, and streamline your data workflows. From AI-assisted content creation to flexible dashboards and enhanced API access, these updates are all about working faster and seeing further. Smarter Engagements, Powered by AI Write with AICreating impactful in-app engagements just got easier. PX now brings generative AI directly into the engagement editor to help you write, refine, and structure content in minutes, not hours.Use existing docs or articles to instantly generate engagement copy that’s clear, consistent, and tailored to your users. You can even rewrite or simplify content right in the editor to keep your message sharp and on-brand.Think: faster authoring, consistent tone, and less copywriting guesswork.  Write with AI directly in the editor without leaving your workspace. Deeper Account and Audience Insights View At-Risk Users InstantlySee which users need extra attention with one click. The new Users At Risk view highlights users whose core feature usage falls below your defined threshold, making it easier to act on adoption signals. Filter by Account Health KPIsZero in on the metrics that matter. Filter accounts in Accounts Explorer using Core Feature Usage, Active User Coverage, Stickiness, and Product Score to prioritize outreach and success initiatives. Quick Filter for Newly Added AccountsUse the new Awaiting Scoring quick filter to find newly created accounts that haven’t yet received a Product Score; ensuring no new customer slips through the cracks. Resizable Columns in Accounts ExplorerAdjust table columns to your preferred layout for cleaner comparisons and better visibility. Simple, but effective. Leverage the Accounts Explorer view to explore these enhancements.  More Flexible Dashboards Export Dashboard Widgets as CSVNeed deeper analysis? You can now export widget data as CSV files for use in BI tools or custom reporting. Filters and dashboard settings carry over automatically, and large exports are conveniently delivered via email. Create Segments Directly from Dashboard WidgetsBuild user or account segments right from your dashboard, no CSV download or manual upload required. Turn real-time insights into actionable segments for personalized engagement, instantly. Easy to use widgets in dashboard widgets. Better Data Access with PX APIs Access Product First Seen and Last Seen AttributesGain a clearer view of user journeys with new API attributes for Product First Seen and Product Last Seen. These give you product-level usage timelines for more accurate reporting and easier integrations with external analytics systems. Admin & SDK Enhancements  PX in Iframes - Fully SupportedPX now works seamlessly in embedded or nested iframes. New SDK settings ensure Mapper, Editor, KC Bot, and engagements function correctly even when the top page doesn’t host the PX tag.That means smoother tracking, consistent analytics, and a better authoring experience,  especially for complex, multi-layered applications. Quality-of-Life Improvements Open Links in a New TabNow you can right-click a user profile in any PX table and choose Open link in a new tab to view details without losing current context.A small change, but a big win for multitaskers. Want to dive deeper?Check out the full Release Notes for screenshots, setup details, and FAQs.Tell us what you’re most excited about — we’d love to hear from you. 👇 

Enhance your community experience via secure connections to other relevant applications.  Secure API Connectors are now available, letting you bring data and actions from external systems like Salesforce, Aha! Ideas, Statuspage, or your own APIs into your community frontend via a secure server-side proxy. This means you can bring valuable data and functionality from other platforms straight into your community experience without ever exposing sensitive credentials. Here’s What’s NewCall external APIs directly from your community using a secure, server-side proxy Safely store API keys and tokens with encrypted, server-side secrets management Create custom connectors to integrate with your own or third-party systems Reference credentials securely with {{ get_secret('name') }} Bring real-time data or interactions into your community through HTML widgetsLeverage the Integrations page to set up Secure APIs.  Secure API Connectors are available as part of the Integrations section in Customer Communities Control.For existing customers, access is tied to the same permissions used for the Integrations area. If you already have access to Integrations > Connectors or Secrets, you’ll see the new Secure API Connectors functionality automatically — no additional enablement required. For new customers, the Connectors area will start as an empty slate, meaning you’ll need to create your first connector to begin using it.No additional purchase or license activation is needed if your community already includes the Integrations module. Set Up in MinutesConfigure Secrets Go to Customer Communities Control > Integrations > Secrets Click Add New Secret, give it a name, and securely store your API key or token Create a Connector Navigate to Integrations > Connectors Click Create New Connector > Custom Connector Define your API endpoint, authentication method, and parameters Add to Your Community Use an HTML Widget to connect your page to the configured API Display or send data securely — all handled through the backend proxy Shoutout to the Beta Crew!Big thanks to ​the crew of beta testers who put Secure API Connectors through its paces. Your feedback helped ​@marekkoszlak ​​​​and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. 👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below! 

We wrapped up our Gainsight CS Q3 Release Webinar, and it was packed with exciting updates designed to give you more flexibility, control, and confidence in every workflow. A special shoutout to all of our Product Managers who joined—and especially Vijay and Ritika who gave live demos of Copilot and Journey Orchestrator. If you missed it, want to revisit, or share with teammates who weren’t able to attend live, check out the on-demand recording.Here’s a quick look at what we covered:Journey Orchestrator: Showed how you can now edit Active Programs with greater control and flexibility. Copilot: Demonstrated how Copilot pulls from additional data sources for smarter, more contextual answers, and introduced new features like Key Definitions and a Prompt Library. Spaces: Highlighted how the new Attachments Widget makes collaboration even easier. Workflow Improvements: Walked through simplified Cockpit/CTA and Customer Goals setup to help teams stay consistent and efficient. Salesforce Lightning Components: Showed new ways to bring Gainsight CS workflows directly into Salesforce. Skilljar Education Widget in C360: Introduced how learning data from Skilljar can now be surfaced directly within Gainsight. Staircase: Walked through exciting updates to Staircase AI, including our new Expansion Analysis, which helps teams uncover and prioritize revenue opportunities from their existing customer base.Which new feature are you most excited to try out in your day-to-day work? Let us know in the comments. 

Your community doesn’t stop at language borders, and now your conversations don’t have to either.AI Translations is officially out of beta and now available as an add-on for all Gainsight Communities. Members can instantly translate community topics and replies into their preferred language, creating a more inclusive, globally connected experience.Here’s What’s New:On-demand translations of topics and replies, powered by AI Fully self-serve for members, no extra lift for your community team Custom language selection in your admin settings Exclude specific keywords from translations like brand and product names Members can choose their preferred language from the dropdown menu on topics and replies Add-On: If AI Translations has not been added to your community yet, reach out to your Gainsight Account Manager for pricing and additional information. Set Up in MinutesAlready added AI Translations to your community? You’re just a few clicks away:Go to Customer Communities Control > Languages Toggle on AI Translations Choose the languages you want to offer and exclude any terms or phrases from translationsFrom there, members can translate content instantly.  Enable and configure AI Translations in Control → Settings → Languages  🙌 Shoutout to the Beta CrewBig thanks to ​@Sam77  from Nintex, ​@Ian Ferguson from Brandwatch, ​@awilliams from Cornerstone OnDemand, ​@JeppePeppe from Hi3G Access AB, and a whole crew of other beta testers who put AI Translations through its paces. Your feedback helped ​@Sudhanshu and the rest of Gainsight’s Product and Development team polish the experience for communities everywhere. 👉 Check out the Release Notes for more information.💬 Have a question for our team? Drop a comment below! 

You can now add and manage footer links—like Privacy, Terms, and key resources—without having to use custom HTML. And to keep things tidy, we’ve added support for dropdowns for both your header and footer, so you can group related links easily.Plus, we’ve shipped behind-the-scenes upgrades to make your experience smoother across the board, from usability and reporting to accessibility. Nothing flashy, just the kind of thoughtful improvements that quietly make your day better. Here’s what’s new: New Dropdowns for Header Link ManagementYou can now add additional links to your site’s header and group them into dropdown menus, making it easier to guide learners to the right resources. Whether it's reference materials, help docs, or other training content, you can keep everything organized and accessible from the top of the page. Admin Experience: Add and order your links under the appropriate dropdown Academy/Learner Experience: Example of dropdown links in header Consistent Footer Links ManagementInstead of relying on custom HTML, you can now manage footer links the same way you manage header links. Add link names, set the order, organize dropdowns, and publish updates easily.  Admin Experience: Manage footer links with the same organization as header links Academy/Learner Experience: Example of dropdown links added to footer Small enhancements & improvements: Click-to-Copy Functionality in Publication Settings We’ve added copy icons to make grabbing key values quicker and more intuitive in Publication Settings:URL Field: You’ll now see a copy icon next to the slug input. Clicking it copies the full URL (prefix + slug) to your clipboard. SKU Field: A new copy icon in the Purchase Settings section lets you instantly copy the SKU, without triggering the flyout.Both icons include tooltips to confirm when a value has been copied. This enhancement also supports optional copy functionality at the component level in summary callouts, making it easier to reuse this pattern elsewhere. Domain Filter Added to Drill-Down Course AnalyticsYou can now filter by domain when viewing drill-down Course Analytics.Previously, domain filtering was only available on the high-level Course Analytics view, making it difficult to analyze data by domain after clicking into a specific course. With this update, users can apply the same domain filter at the drill-down level to see exactly which students make up metrics like registrations and completions for a given domain. Filter by Unpublished Courses in Course ManagementYou can now filter for unpublished courses in Course Management to easily review, clean up, or take action on drafted content. Other bugs and fixes:Training credits will now be enabled by default for all new organizations. Existing organizations’ training credits will remain unchanged. You can now view tags associated with live events in the CSV download—displayed as a comma-separated list in a new “Tags” column at the end of the file. Student Manager permissions can now be automated via API, making it easier for teams to assign training management access directly from systems like Salesforce, without manual setup in the dashboard. Made small visual adjustments to the Course Management header in the dashboard to improve visual alignment and overall polish. You can now filter for groups without categories to identify uncategorized groups that may need cleanup or organization. You can now download a CSV from the Labels Management page to view all labels and their associated objects in one exportable file. Bug fix that now allows Course Management pages to render correctly in Safari on desktop and mobile browsers. Accessibility Improvements The expand/collapse icons in catalog filters in the learner experience will now include alt text, improving screen reader support and overall accessibility for keyboard and assistive tech users.  Quiz titles on lesson pages in the learner experience are now properly tagged as H3s, ensuring correct heading structure for screen readers.  👀 You might’ve already noticed some of these under-the-radar improvements, we’re always looking for ways to make your day-to-day a little easier. Which one’s been your favorite?

We’re introducing three powerful updates that simplify engagement design, enrich behavioral tracking, and refine audience targeting—all designed to make PX smarter and easier to use.Centralize Engagement Styling with Brand Settings (Limited Beta)Maintain consistent design across all PX Engagements with the new Brand Settings page. Define and manage your brand’s visual identity—including colors, typography, and button styles—from one central place.Update all engagements automatically when branding changes. Create Light and Dark themes within a single brand kit.Note: The limited beta slots for Brand Settings are currently full.Capture Richer Context from User Interactions with Tracking PropertiesGain deeper behavioral insight—no custom engineering required. Tracking Properties let you capture URL and UI element details to analyze richer event context directly in Query Builder. Learn more.Filter, group, and report on user behavior with greater precision. Capture URL paths, query parameters, element values, and JavaScript properties. Exclude Users with Not in Segment ConditionTarget the right audience faster. You can now apply a Not in condition across Analytics, Dashboards, and Audience Explorer to exclude users or accounts already part of a segment. Learn more.Works with Real-Time, CSV, and External segments. Perfect for avoiding overlap when segment lists get long. 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 all been there: you spot something you want to come back to, on social media, in an email, or tucked in a browser tab (or seven), and then… it’s gone.Your learners feel that same frustration when it comes to training. That’s why we built Saved Content. With a single click, learners can bookmark courses and learning paths, whether they’re halfway through or planning to start later, and always know exactly where to find them.Saved Content lives in a dedicated section at the top of their profile page, right above active enrollments, creating a personal hub they can return to anytime. What it means for admins:Encourage higher re-engagement and completion rates of in-progress courses. Deliver a more personalized, learner-friendly experience at scale. 💡Pro tip! Pair Saved Content with In-Progress Catalog Tiles to spotlight unfinished courses on Builder Pages for an extra completion rate boost. Saved Content is already live in your academy, so learners can start bookmarking courses and paths right away.👉 Check out our Help Center article for more details. 

This release expands the Skilljar API with new endpoints to help automate catalog updates, integrate with AI tools, and support headless architecture. We’ve also added smaller enhancements, like bulk quiz question uploads for admins and notification opt-outs for learners, to make everyday tasks easier. Let’s dive in! Expanded Content Management APIsWe’ve added new API endpoints and fields designed to automate content management and power AI-powered workflows. Here’s what’s new—and how you can use them: 📖 Catalog Page ManagementEndpoints: Create, update, and delete catalog pages and content that appears on that page: a specific course, learning path, webinar recording, PDF, certification exam, etc. Keep your catalog fresh by syncing directly with your CMS/DAM (see below). Automate content placement as new courses or resources are published. CMS (Content Management System): A tool that helps you create, organize, and publish content on a website without needing to code.  DAM (Digital Asset Management): A tool for storing and organizing digital files like images, videos, and documents so your team can find and use them easily.  🎓 CoursesEndpoints: Add and manage labels, delete courses, filter by label name. New fields for course metadata (promo_image_url, created_at, & time-tracking fields). Auto-tag or organize courses programmatically; push AI-generated promo images or time-to-complete estimates into your course metadata.📚 Published Courses & PathsEndpoints: For courses, full Create, Review, Update, Delete (CRUD), plus set rules for prerequisites, re-enrollment rules, visibility overrides, and tags. For paths, full CRUD, including labels, tags, and path items. New fields (created_at,slug,modified_at) Automate how and when learners see content. With an AI content tool, you can now publish a new course to Skilljar and automatically set prerequisites, visibility rules, and labels so it fits into the right learning path and audience segment, without admins manually configuring it in the dashboard.🏷 Tags & LabelsEndpoints: Full CRUD for tags and labels. Streamline how content is classified; use AI tools to auto-tag courses based on content.💲 License PackagesEndpoints: Add or update students in license packages via API.   Manage access automatically if you’re using License Packages. Add learners as soon as they’re provisioned in your CRM or HRIS.📝 AssessmentsEndpoints: Manage question banks, quizzes, and individual questions programmatically. Generate quiz questions with AI (e.g., from transcripts or lessons) and publish them straight into Skilljar. Refresh existing question banks at scale.📂 Other EnhancementsNote: These endpoints are listed in a separate category because they affect the admin side of Skilljar (things like deleting assets, updating path fields) rather than the learner side.Endpoints: Delete assets, lessons, and web packages; new fields for paths (promo_image_url, short_description, long_description_html, header_html,course_name_singular) Keep content clean and up to date; push AI-authored course summaries or descriptions directly into Skilljar.  What Does This Update Unlock?Automate content updates across large catalogs. Enable AI-powered content creation and publishing with partners like LearnExperts or Parta.io—or your own integrations. Support headless architectures by giving developers the ability to create, read, update, and delete (CRUD) courses and paths entirely through the API, without relying on the Skilljar dashboard UI.⚠️ Note: Our expanded APIs open the door for integrations with AI-powered content tools that can generate and publish content directly into Skilljar. With technical expertise, you can build similar workflows on your own, but success will depend on your ability to prompt, program, and connect these tools effectively. These are not out-of-the-box capabilities; but rather options for teams ready to leverage APIs and AI together.👉 See our API documentation for more information.  Bulk Upload Quiz QuestionsAdmins can now bulk upload quiz questions directly from the Dashboard, making quiz and question bank creation faster and easier. You can also add new questions to existing quizzes and question banks.From the Course Management > Quizzes page, simply select Upload via CSV to add multiple questions at once. You’ll be guided through a simple upload process with:A blank CSV template for easy formatting Validation of the CSV to ensure proper upload A step to configure new quiz settings before submittingOnce uploaded, new question banks and quizzes are automatically created with the correct questions and settings applied. Existing quiz settings will not be affected. Course Management > Quizzes > Upload via CSV Learning Path Notification Opt-OutLearners can already manage whether they receive course notifications from their profile page. Now, that same control is available for learning paths.By default, learners are opted in to notifications, but they can easily toggle them off anytime from their profile. This gives students more flexibility to decide how they want to stay updated on their learning.👉 Check out our Help Center article for setup details.  We want to hear from you! Which update was your favorite? Drop us a comment or question below. 👇  

With the new official Slack app, Staircase is easier, more secure, and more powerful than before. It meets Slack’s trust and compliance requirements, delivers account updates directly in DMs, and now lets you ask Staircase for deeper context right inside Slack—reducing context-switching.  And this is just the start—this foundation unlocks even more useful, actionable notifications to come. What it doesAsk anything, anywhere: Use /staircase ask [your query] in a channel or DM the app for private answers. Prep fast: Get account health, sentiment shifts, stakeholder updates, and recent activity in seconds. Work your way: Keep insights private in DMs or share what matters with the team. Stay in flow: No more jumping between tools—customer context comes to you.Example Queries to TryNot sure where to start? Try asking Staircase one of these questions: What’s the sentiment trend for [customer name]” “Show me the last 3 interactions with [customer name].” “Which accounts are at risk this quarter?” “Who are the key stakeholders for [customer name]?” Get startedAlready using the Slack app? Reauthorize through the Slack Marketplace to unlock slash commands and DMs. Simply navigate to Settings > Integrations > Slack and select Reauthorize.  Note: Channels don’t need to be authorized separately. Once the app is installed, it will work in any channel it’s added to. Responses are only visible to you. New to Staircase in Slack? Just install the app and connect it in Integration Settings. The bottom line: Ask Staircase puts customer intelligence at your fingertips—faster prep, smarter conversations, and less context-switching.❇️ Check out the integration guide for step-by-step details. Privacy Note: Staircase never analyzes your internal Slack content. Only the external channels you choose are used for insights.

When Gainsight unveiled Atlas at Pulse 2025, the vision was simple: to retain and grow, you need to treat every customer like your best customer—at scale. A scale that’s only possible with agents. Staircase AI, our Insights Agent, scans every customer communication for hidden risk and expansion signals. Gainsight’s AI Agent for Slack delivers on-demand customer outcomes, top risks, and even CS best practices right where you work. Soon, Renewal AI Agent will help execute renewal workflows in the long-tail.And now, Gainsight’s Moderation AI Agent joins the team.    The bottom line: Your community should feel safe and on-brand…without burning out your team. Now, Gainsight’s Moderation AI Agent takes on that work, polishing every conversation and ensuring your community is a place people want to return to.What it doesAutomates moderation: Instantly approves, flags, or removes posts based on your Community Code of Conduct, with built-in spam, abuse, and PII (personally identifiable information) detection. Keeps you in control: Moderation decisions come with Moderator Tags, giving your team clear, simple labels to audit, filter, and override. Content is always classified as either Approved, Pending, or Trash. Adds human-in-the-loop oversight: Borderline content is held from being public, tagged, and placed in a Pending queue, ensuring moderators stay in control where judgment matters most. Adapts to your community: The Moderation Agent uses your own Community Code of Conduct as guardrails, so moderation reflects your standards, not a generic model.Moderation AI Agent isn’t just a filter. It’s an always-on AI teammate that enforces your rules, adapts to your community, and saves hours of manual cleanup—while giving your team the final say when it matters most.❇️ Are you ready to meet Gainsight’s Moderation Agent? Check out the Release Notes to see how to get started. *Rollout Note: Access is being enabled in phases through September, so you may see it appear gradually in your Pre-Moderation community settings.*Privacy Note: Data processed by OpenAI (GPT‑4.1) through Gainsight’s AI Moderation Agent is never used to train AI models.  

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 18th 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! 👇

Available now on Professional and Enterprise plans, License Packages are now part of our new External Management suite; built to give your partners and customers more control without giving them access to your Skilljar dashboard.For organizations that license training, managing them can be... a bit messy. Manual tracking, adding students one by one, using spreadsheets or clunky workarounds. License Packages solve that.Now, Student Managers—users without Skilljar dashboard access—can assign, track, and reassign licenses to students directly in your branded Academy. It’s a simpler, scalable way to manage paid training for external teams, while giving you full visibility and permission control from the dashboard.With License Packages, you can: Create and allocate License Packages to specific Student Managers from the Skilljar dashboard (💡 Pro tip! Automate this process by using our API, Salesforce integration, and custom objects) Let Student Managers handle License Packages directly in your Academy, never in your dashboard. They’ll see which students are enrolled, completions, and whether each student is active in the package. This capability makes it easier to scale training programs, give external teams the access they need, and avoid the delays and deal blockers that come from limited permissions.🕹️ Try it out in Skilljar Academy📚 See how License Packages fit into the bigger picture → [Read the blog]🔗 Learn more in our Help Center 

It’s a familiar scenario: a learner returns to your Academy but doesn’t remember where they left off. That small moment of uncertainty can disrupt progress, lower engagement, and result in incomplete training. So we fixed it.What’s New:We’ve added a personalized content block on Builder Pages that automatically displays each learner's in-progress courses. No workarounds for you, no guesswork for your learners; just a clear path to continue learning the moment they log in to your Academy.You spend a ton of time designing impactful training. Let's make sure learners know where to go next, so they don't stall out. 🔗 Check out the Help Center article to see how to add this content to Builder Pages.

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]