This guide walks you through the steps to restore Salesforce, Slack, and Gong. Most customers complete the basic reconnection in about 30 minutes.
Our team is always available to help, and you'll find support options at the end of this document.
Before You Begin
Participants Needed
To complete reconnection smoothly, you'll want the following people available:
| Role | Why Needed |
|---|---|
| Staircase Admin | Navigates settings and verifies data flow |
| Salesforce Admin | Required for Salesforce OAuth authorization |
| Slack Workspace Admin | Required for Slack OAuth authorization |
| 💡 Tip: If your Salesforce or Slack Admin isn't available, please schedule a short joint session with them before you begin. |
Estimated Time
| Scenario | Approx. Time |
|---|---|
| Basic reconnection only | ~30 minutes |
| Reconnection + configuration review | 1–2 hours |
If you've been considering configuration improvements, this is a great time to make them.
☁️ Reconnect Salesforce
Step 1: Save Your Mappings
Before making any changes, take a quick screenshot of your:
- Account Mapping
- Stakeholder Mapping
This ensures you can quickly restore anything if needed.
Step 2: Authorize Salesforce (~5 minutes)
- In Salesforce, install the Gainsight Staircase AI Data Connector app, https://appexchange.salesforce.com/a...d-8b6ddd8057a7
Note: This action requires Salesforce Admin privileges. - Log in to Staircase.ai
- Navigate to Settings > Integrations and select the Salesforce card. The right panel displays details about the Salesforce integration.
Best Practice: Use an integration user to set up the integration rather than an individual person login. - Enter your Salesforce Subdomain (example, mycompany).
- Click Connect. The Allow Access dialog box appears.
- Click Allow.
- Once connected, Staircase AI establishes a secure link to your Salesforce instance.
Step 3: Re-sync Field Mappings (~10–15 minutes)
- Go to Config → Fields
- Review both your Account and Stakeholder fields
- Click Sync to refresh fields from Salesforce
- Confirm your mappings are still correct
- Re-map any fields that show as disconnected
Step 4: Confirm Data Flow (~5 minutes)
- Open a recent account in Staircase
- Confirm that Salesforce data is appearing
- Check that your latest updates are syncing
Documentation: Salesforce Integration
💬 Reconnect Slack
Step 1: Re-authorize Slack (~5 minutes)
- Go to Settings → Integrations
- Select Slack → Reconnect
- Your Slack Workspace Admin chooses the correct workspace
- Approves the Staircase connection
Your previously connected channels should remain intact, but it's good to check them.
Step 2: Verify Channel Access (~5–10 minutes)
- Open a Slack channel previously connected to Staircase
- Click the channel name → Integrations
- Confirm Staircase is still listed
If needed, re-add Staircase by typing:
/invite @Staircase
Documentation: Slack Integration | Notifications Setup
🎙️ Gong Reconnection
Once Gong reconnection is available, steps will include:
- Navigating to Settings → Integrations → Gong
- Selecting Reconnect
- Approving Gong OAuth
- Confirming transcripts begin syncing again
Documentation: Gong Integration
✅ Verification Checklist
☁️ Salesforce
- Connection shows Connected
- Account fields mapped
- Stakeholder fields mapped
- Sample account data correct
- Latest sync successful
💬 Slack
- Connection shows Connected
- Bot present in customer channels
- Bot present in internal channels
- Test alert received
🎙️ Gong
- Connection restored
- Recent transcripts visible