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Release Notes Version 6.33 August 2022

Gainsight Release Notes Version 6.33 contains the following subsections:

  1. Announcements: section describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): improvements made in the existing product capabilities.


  • From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS)Customer Experience (CX)Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
  • The GIFs in this document are in playable mode. Now you can play, pause, replay or stop the GIFs in this document. You can also click the Enter Full Screen icon on the play-bar to expand it for better readability. Refer to the following image.
  • 1._community_logo.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • Horizon Image.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Auto.png :  This symbol indicates that an enhancement is auto-updated. CSMs/Admins can view the features/enhancements without any manual effort.
  • manual.png : This symbol indicates that an enhancement can be viewed only after the admin configures it in the product and makes it available for the end-users/CSMs.


Journey Orchestrator

 Simple Programs

Gainsight introduces the Simple Program feature which is used to design journeys with a single predefined source, such as a CSV file, Segment, Data Designer, or Event.

Simple Program offers a single action type CTAs and Email. This takes minimum preparation and allows customers to automate their tasks for better customer experience. For more information, refer to the Introducing Simple Programs in Journey Orchestrator section in this release notes.


 New and Enhanced Sally Bot Logo

The enhanced logo of Gainsight Sally bot is now available in the Gainsight mobile app, Slack, and Microsoft Teams. The new logo is designed keeping the modern Artificial Intelligence visual language and aesthetics in mind. It is more dynamic than the prior version and responds to users’ queries with various animation sequences.

Rules Engine

 Combined Load to Company Person and Relationship Person into Load to People Action

IMPORTANT: This enhancement will be implemented gradually across all the tenants after the August release. We will inform the respective admins before this is implemented.

The Load to Company Person and Load to Relationship Person actions are now combined as Load to People. The Load To People action enables you to load data into the Person, Company Person, and Relationship Person objects.


Customer Success

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

Adoption Explorer

Click here to expand for more information on Adoption Explorer

Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and surfaces the most relevant view of usage data across your customer base.

AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and re-imagined visualizations to surface deep insights.

Customer’s usage data at Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define new derived fields without the need of a Rules Engine.

 Preview Data During Source Configuration

While ingesting data into Adoption Explorer, admins now have the ability to view live data for the selected fields. Previewing the actual data from the source ensures that the right fields are selected for the data ingestion. For more information on the Preview feature, refer to the Configure Adoption Explorer Objects article.

IMPORTANT: The Preview feature will be available on August 29, 2022.

Horizon Analytics

Click here to expand for more information on Horizon Analytics

As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.

Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.

Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization.

 My Portfolio Widget in Dashboards

The My Portfolio widget is now available on Dashboards. This widget helps CSMs manage their accounts by listing all the Companies and Relationships at one place. CSMs have the option to edit Company and Relationship attributes inline or edit in bulk using the Mass Edit option. 

Admins need to select the My Portfolio widget from the Standard Widgets section and add it to the layout while creating dashboards. They have the option to show or hide the Company and Relationship tabs for end-users. This widget is also available while creating global filters for Dashboard.

For more information on adding widgets to Dashboard, refer to the Configure Dashboards (Horizon Analytics) - Gainsight Inc. article.

My Portfolio.jpg


Click here to expand for more information on Sally
Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization.
 Receive Personalized Notifications in Microsoft Teams

Gainsight Sally in Microsoft Teams now sends you personalized notifications. These help to keep you informed on CTAs, Tasks, and upcoming renewals. 

Sally sends the following notifications in a targeted and proactive manner at regular intervals:

  • CTAs/Tasks Due Notification: These notifications consist of information related to CTAs/Tasks that are due today.
  • CTAs/Tasks Overdue Notification: These notifications consist of information related to CTAs/Tasks that are overdue.
  • Upcoming Renewals: These notifications remind the users about customer renewals due in the next 90 days.


  • You must be an active licensed Gainsight user to receive these notifications.
  • You must follow a Company to receive notifications related to it.

For more information, refer to the Personalized Notifications section in the Gainsight Notifications in Microsoft Teams article.


Click here to expand for more information on Timeline
Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-minutes training on Timeline with your Gainsight end users! 
community.pngTimeline APIs

The Timeline APIs help you to create, update, and delete Timeline Activities in Gainsight. The following APIs are now available:

  • Single Activity Save: This is a POST method API and lets you save an Activity to Timeline.
  • Bulk Activity Save: This is a POST method API and lets you save multiple Activities to Timeline.
  • Get Status: This is a GET method API and helps you obtain the status of processed bulk records.
  • Update: This is a PUT method API and lets you update requested Activities. You can identify the records using ExternalId or ActivityId.
  • Delete: This is a DELETE method API and lets you delete Activities from Timeline.
  • Fetch Deleted:  This is a POST method API and helps you retrieve a list of deleted Activities in the specified time range.

For more information on Timeline APIs, refer to the Timeline APIs article.

Customer Experience (CX)

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

CX Center

Click here to expand for more information on CX Center

Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability. 

IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, contact your Gainsight account manager.
 Improved Sentiment Quality in CX Center

CX Center, powered by Horizon AI provides advanced analytics, including sentiment assessment. However, AI predictions are not usually 100 % accurate. Users can now override the inaccurate sentiments. This also acts as a continuous feedback to our Natural Language Processing (NLP) model to get trained and improve its accuracy. 

For more information on Sentiment Override, refer to the  Sentiment Analysis Overview article.


Journey Orchestrator

Click here to expand for more information on Journey Orchestrator

Journey Orchestrator (JO) is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively. 

Note: Admins are invited to join live instructor-led training on Journey Orchestrator every six weeks!

manual.png Introducing Simple Programs in Journey Orchestrator

Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (E-mail and PX engagement) that requires little preparation to enable users to expand their customer experience through automation. 

For more information on Simple Programs, refer to the Journey Orchestrator's New List View article.

 Search and Filter Capabilities in Program and Schedule Tabs

Admins can now search for programs in the Schedule tab by giving the program name in the search box. The Program and Schedule tabs has come up with following filters:

  • Status
  • Model
  • Type

For more information, refer to the Program Search section in the Journey Orchestrator's New List View article.

 Source Column added in Program and Schedule Tabs

A Source column is added to the Program tab which helps Admins view the source (Segment, CSV, Data Designer, Event, or Query builder) selected for the respective programs. Admins can also use this column to filter the Program tab or Schedule tab based on the source of the program.

For more information, refer to the Filters section in the Journey Orchestrator's New List View  article.

 Update Number of Rows in Email Body

Admins now have the ability to select the maximum number of rows (20, 50, or 100)  displayed in the email body of JO reports.

For more information on the above process, refer to the Email Reports through Simple Program article.


Click here to expand for more information on Surveys

With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.

 Multiple CSAT questions in Gainsight Surveys

Admins can now create a single survey with multiple CSAT questions.

For more information, refer to the CSAT section in the Survey 2.0 Design articles.

Revenue Optimization (RO)

Gainsight’s RO provides the tools to optimize revenue within your customer base, enabling your team with the insights and workflows needed to take a more programmatic approach to renewal and expansion opportunities.

Renewal Center

Click here to expand for more information on Renewal Center

Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.

 Simplification of Renewal Center Filters Configuration  

Gainsight has enhanced the user experience for Renewal Center filters. This helps users to configure the filters effortlessly. All the applied filters are visible up front and can be modified easily. Users can also save the filters as views for quick access.

 Formula Fields in Renewal Center

Renewal Center now supports formula fields to provide admins the flexibility to make it easier for their CSMs to forecast. This enhancement eliminates the necessity of managing more rules, and helps to view the updates in real-time.

Business Use Case: If a CSM wants to forecast churn, admin can create a formula field for Renewals Forecast (Renewals Due - Churn). CSM needs to update only the churn values, and the Renewals Forecast field will be calculated in real-time.

Note: Formula field support also extends to Salesforce synced GS orgs. Any update in the GS opportunity object will reflect in the Salesforce opportunity object.

RC Release Notes_Formula Fields.jpg

Customer Success Qualified Leads (CSQL)

Click here to expand for more information on CSQL
With Customer Success Qualified Leads , you can unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs to showcase their impact to revenue.
manual.png Configure Email Notifications for Lead Creation and Lead Update

Users can now send email notifications that contain the new and updated lead details to the lead owner. Admins can enable the email notifications by navigating to Administration > Leads > Email Communication. Users can initiate automated emails when they create or update leads. Lead owners also receive an email notification when new leads are assigned to them.

For more information on how to configure email notifications, refer to the Configure Email Notifications section of the Configure Leads article.

Email Communication.png


Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Connectors 2.0

Click here to expand for more information on Connectors 2.0

Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.

 Execution Logs in Connectors 

Admins can now view the detailed execution logs for each job run (manual or scheduled). This helps admins to figure out what went wrong and fix the connector job configuration appropriately.

For more information on Execution Logs, refer to the Activity Page article.

 Added Cases Out Of the Box Job

For all new customers, Gainsight has now enabled the Cases Out of the Box (OOB) job for Salesforce, Zendesk, Freshdesk, and Servicenow connectors. This OOB job helps to sync the ticket information from the respective external applications. Customers need to schedule the Job to fetch the data at regular intervals.
Note: To support this OOB job, four new objects (Case, Case Associations, Case Level CTA, Case Organization Mapper) are added.

Data Designer

Click here to expand for more information on Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
 New Formulas in Data Designer 

Data Designer is a leader in data preparation and transformation in Gainsight. Keeping up with the trend Data Designer now introduces a list of new Data Preparation Formulas: 

  • Data Type Conversions
  • String Functions
    • Left Trim
    • Right Trim
  • Random Functions (Min Number, Max Number)

For more information on Data Design Formulas, refer to the Formula Fields in Data Designer article.

User Management

Click here to expand for more information on User Management

Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.

community.png User Management APIs 

Admins can use these REST APIs to create users, update users, update user status, and fetch user status from Gainsight.

For more information, refer to the User Management APIs  article.

Components Introduced and Modified in 6.33 Release

Gainsight has added/modified the following pages in this release.


Permission Sets Added/Updated in 6.33 Release

With every new release, the Gainsight and SFDC permission sets are updated for several features to give access to new objects, fields, apex classes, and visualforce pages. In this release, the following Permission sets are modified:

  • Gainsight_Admin.permissionset
  • Gainsight_Special.permissionset
  • Gainsight_Standard.permissionset

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight's CS Upgrade Process  [updated for 2022] article.