FAQs for Copilot

How can a user access Copilot in Gainsight?

Copilot is available in the left navigation bar of the Gainsight application. Users can click on the Copilot icon to open the chat window and start interacting with the AI.

Is Copilot available within the C360 page?

Yes. Copilot can be embedded directly within the C360 page if this feature is enabled for your tenant. 

How can I use Copilot within the C360 page?

It automatically detects the account you are viewing, so you do not need to specify it in your query. Chat history and answers are account-specific. You cannot query data for other companies while using Copilot within a specific account’s C360 view.
Note: To access this feature immediately, submit a support ticket. It will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.

What types of users can access Copilot? 

Copilot is available to all user types with Full Licenses, Viewer Analytics, and Viewer Licenses. It is included in the default permission bundle for all license types. 

Is Copilot available for all users, or can it be assigned to specific users for an account? 

Copilot access can be assigned to specific users based on permission bundles. Refer to Configure Permission Bundles to Enable Copilot for Users in the Copilot Overview article for details on setting up permissions.

How can I enable the new Copilot on-demand enhancements?

To enable the new Copilot on-demand enhancements, submit a support ticket requesting access. These enhancements include capabilities such as Copilot in C360, Key Definitions, and extended data support for modules like Cockpit, Success Plans, and Scorecards.
To access these features immediately, submit a support ticket. They will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.

Do we support Copilot in Sandboxes?

Yes, Copilot is supported in Sandbox environments.

Note 

• Timeline data is not pre-processed by default in Sandbox. Once Copilot is enabled in Sandbox, Timeline data preprocessing begins automatically. An email notification is sent to the admin once the process is complete and Timeline queries are ready for use. 
• Timeline data pre-processing runs daily after you enable the feature. This applies to both production and sandbox environments.

What customer data is used to power Copilot?

Copilot uses multiple data sources to provide contextually relevant answers based on historical customer interactions and product knowledge. It retrieves information from:

• Company Data: Structured details from the Company object.
• Timeline Data: Historical insights from up to one year of Timeline activities, including meetings, notes, and tasks. Copilot also supports advanced filtering by activity type, sentiment, owner, status, and attendees, using standard, custom, and system fields to improve response accuracy.
• Product Documentation: Feature-specific information from Gainsight product documentation.
• CS Best Practices: Expert guidance from internal knowledge and ChatGPT’s trained expertise.
• Cockpit Data: Supports querying Call-to-Actions (CTAs), including open, closed, overdue, high-priority, or upcoming tasks.
• Success Plans Data: Allows access to objectives and textual content within Success Plans, providing insights into strategic planning and execution.
• Scorecard Data: Enables data-rich queries related to health scores, including measure scores, group scores, and red accounts.

Note

• Copilot does not scan documents attached in Timeline activities or any customer-shared documentation. It only references Gainsight's official product documentation.
• Access to Cockpit, Success Plan, and Scorecard data is available through on-demand features and must be enabled by submitting a support ticket.

What type of Timeline activity does Copilot process?

Copilot processes all activities present in the Company Timeline across all companies. It includes entries from Scorecard, Cockpit (CTAs), Success Plans, Opportunities (Renewal Center), C/R360, and external plugins, as long as they are configured to appear in the Company Timeline. Note: Journey Orchestrator data is not included.

IMPORTANT: Copilot analyzes only the 50 most recent Timeline entries per account. We recommend asking account-specific queries rather than broad queries across multiple customers to ensure accurate and most relevant results.

What is the duration of Timeline data that Copilot can access to answer questions?

By default, Copilot can retrieve and analyze up to one year of Timeline data to answer questions. If you need information from a shorter timeframe, you can specify the desired period in your query.

How does Copilot determine if it should query Global or Company Timeline?

A large language model (LLM)-based classifier determines if a query is a Company query or a Global query. Depending on this classification, the appropriate parameters are selected, and the relevant Timeline activities are retrieved.

Can Copilot generate reports or access information beyond the Timeline?

Yes. Copilot can now access and generate insights from multiple data sources, including:

• Company Data: Structured information from the Company object.
• Timeline Data: Up to one year of historical activities for context-based insights.
• Scorecard Data: Health scores, including measure scores and red accounts
• Cockpit Data: Call-to-Actions (CTAs), including status, due dates, and high-priority items.
• Success Plan Data: Objectives and textual content from strategic plans

Note: To access Cockpit, Success Plan, and Scorecard features immediately, submit a support ticket. They will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.

Does the Copilot provide sources from where the answers are generated?

When Copilot answers using Timeline data, it includes links to the original Timeline posts, allowing users to trace back the context. The responses generated using product documentation do not include links.

What types of questions can I ask in Copilot?

You can ask questions related to company data, timeline activities, customer success best practices, and Gainsight product documentation.

If your organization has enabled on-demand enhancements, Copilot also supports questions related to Scorecards, CTAs, and Success Plans. You can explore timeline summaries, apply portfolio filters automatically, and drill into specific records across modules. The availability of features depends on which Copilot capabilities are enabled for your Gainsight instance.

What types of data and content sources does Copilot support?

Copilot supports a combination of Gainsight modules and content sources to help users ask questions and get relevant, context-aware responses using natural language. Each module or source is designed to address a specific area of the Customer Success workflow.

Copilot currently supports the following:

• Timeline: Retrieves and analyzes Timeline activities for a single customer or across multiple accounts. Supports filtering by activity type, sentiment, attendees, owner, and more.
• Company: Leverages structured data from the Company object, supporting filtering, grouping, and pagination.
• CS Expert: Offers guidance on Customer Success best practices and industry-standard strategies.
• Gainsight Product Expert: Provides answers about Gainsight CS features using official product documentation.
• Cockpit: Supports querying CTAs such as open, overdue, closed, high priority or upcoming. Basic queries can be made using the following Cockpit objects:
  • call_to_action
  • cs_task
  • cta_group
• Success Plans: Allows access to objectives, and textual details within Success Plans.
• Scorecards: Enables data-rich queries related to health scores, including overall health scores, specific measure scores and complete scorecards for accounts. Apply filters such as red status or scores below a defined threshold. Basic queries can be made using the following Scorecard objects:
  • scorecard_master
  • sc_measure_map
  • scorecard_measures
  • scoring_scheme_definition
  • unified_scorecard_fact_company
  • account_scorecard_history

Note: To access Cockpit, Success Plan, and Scorecard features immediately, submit a support ticket. They will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.

Does Copilot support combined queries with Company and Timeline data?

Yes. When users ask combined questions that involve Company and Timeline data, Copilot processes ALL matching company records before retrieving the related Timeline insights.

What are Key Definitions?

Key Definitions allow admins to define business terms and logic specific to their Gainsight instance, helping Copilot understand the data and provide more accurate responses.  

IMPORTANT 

• When creating a Key Definition, be specific and clear with both the name and description. Copilot uses these fields to determine which Key Definition to apply when responding to queries. Avoid using internal-only language, abbreviations, or overly generic terms.
• You cannot create a single Key Definition that covers multiple objects. A separate Key Definition must be created for each object.

For more information on how Key Definitions work, what capabilities are supported, and to view the list of available out-of-the-box Key Definitions, refer to the Capabilities of Key Definitions article.

Note: To access this feature immediately, submit a support ticket. It will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.

Can end users use Key Definitions?

Yes. End users can view Key Definitions set by the Gainsight admin.

What objects are supported in Key Definitions?

Copilot supports Key Definitions for the following objects: Company, Call To Action, Task, Success Plans, Activity Timeline, and User Objects.

How should I write names and descriptions for Key Definitions?

Use clear, specific language that reflects how users naturally describe the concept. Copilot uses this input to identify and apply the most relevant Key Definition when generating a response.

Can I filter Timeline-based queries by activity attributes?

Yes. Copilot supports deep filtering of Timeline data based on attributes like activity type, owner, sentiment, attendees, status, and custom fields. For example: From my last EBR activity for Acme Corp company, summarize goals.

IMPORTANT: Copilot analyzes only the 50 most recent Timeline entries per account. We recommend asking account-specific queries rather than broad queries across multiple customers to ensure accurate and most relevant results.

How many company records does Copilot return in response to a query?

Copilot returns up to 2,000 company records per query. The UI displays 10 records at a time, with pagination controls that allow users to move between pages using arrows or by selecting a specific page number.

Is there any limit on the number of Timeline Activities shown per response?

Up to 5 Timeline entries are shown upfront. Users can view all activities from which the response is generated by using the view more option.

Can Copilot be used to create reports?

Yes. With Copilot Analyze, users can ask reporting-related questions in natural language. Copilot generates visualized reports that can be saved and added to Gainsight Home or Dashboards.

How long does Copilot take to generate an answer?

On average, Copilot generates an answer in 30 seconds to 1 minute, depending on the complexity of the question and the amount of data it analyzes. If Copilot does not respond after 3 minutes, it shows a timeout error, which allows users to retry their query. When you encounter a timeout error, retry your question for a new attempt at generating an answer.

What happens if a query times out or fails?

If Copilot does not respond, a timeout message is displayed. You can retry the same query without restarting the session.

Can Copilot maintain concurrent sessions? How is session state managed?

Yes, Copilot can maintain concurrent sessions, with queries running in parallel. Users will see running states for all queries in different chats.
Note: In one chat, a user can run only one query at a time.

Are there any restrictions on the length of conversations?

No, Copilot does not have any restrictions on the length of conversations.

Can I ask follow-up questions about Copilot reports?

Yes. Copilot supports follow-up questions to refine or expand on previous report responses in an ongoing conversation.

Can a user share a chat history of their conversation with Copilot? 

No, currently users cannot share chat history of their conversation with Copilot with other users.

Will there be chat history support? 

Yes, Copilot retains chat history session-wise, allowing users to continue from previous sessions or start new chats. The chat history is retained for the 30 days and users can delete or rename chat sessions.

What actions can users take on the link to the Timeline activities given for an answer?

Users can interact with the Timeline activities within the Copilot interface just as they do in Timeline, meaning they can comment, copy, share via email, edit, or delete, depending on their user permissions.

Can a user provide feedback on answers given by Copilot?

Yes, users can provide feedback by giving a “Thumbs Up” or “Thumbs Down” to the answers. This allows a user to give Thumbs Down to an answer if it’s inaccurate, irrelevant, or incomplete.

How is feedback data utilized? Does it affect the query response? 

We collect user feedback to review and improve the model over time. This feedback does not affect the current results directly and does not immediately impact future responses.

What are the best practices while asking a question to get better, more accurate answers?

• For optimal performance, queries should ideally involve only one service. While multiple services can be utilized, breaking down the query into sequential, single-service queries is recommended.
• Provide full names when inquiring about a person or a company to ensure precise responses.
• Ensure your queries are clear and specific to avoid vagueness and improve the accuracy of responses.
• Understand the subtle differences between each service. For example, a query like "What are CTAs?" might be directed to Brainstorming Assist instead of Product Documentation Assist.
• Queries such as "summarize my last three meetings" will apply a user filter. 
• User specific queries are not fully supported in Timeline Assist. Example: How many meetings has xxx attended?

Are there restrictions on the type of questions users can ask within Copilot? What would happen if such questions were asked?

Yes, there are some restrictions on the types of questions users can ask within Copilot. Copilot can answer queries based on Company Data, Customer and Global Timeline, Gainsight Product Documentation, and CS Best Practices. 

Note: If a user asks a question outside these areas, Copilot might provide a general response or ask for more details to better understand the query.

What are the limitations of Copilot?

Copilot has a few current limitations to be aware of:

• Copilot does not support queries related to relationships.
• User specific queries are not fully supported in Timeline Assist. Example: How many meetings has xxx attended?

Things to Note

• Copilot's support documentation is up-to-date until May 2025.
• By default, Copilot applies a 180-day filter if no timeframe is specified in a query. You can use Key Definitions to apply dynamic time filters based on your business needs. You can also specify timeframes directly in your query, such as last 60 days, last 90 days, or last quarter.
  Note: To access this feature immediately, submit a support ticket. It will be available for all customers with the upcoming November 2025 release as part of the standard rollout process.
• If Copilot is not providing relevant responses, starting a new session may yield better results as we are currently improving the Copilot orchestrator.
• While querying, mention the company status, whether you want to query on active, inactive, or churned accounts.

What technology are we using to provide answers to users' questions? 

We primarily use OpenAI's models to generate responses. If latency issues arise, we redirect traffic to an enterprise host service offered by Microsoft, which incorporates OpenAI models within the Azure environment.

How do we ensure data privacy?

Data inputs for Copilot include publicly available product documentation and Timeline data. Relevant PII data is masked before being sent to the vendor (name and position may remain unmasked for relevance). Data from one tenant is not shared or used for training another tenant. We follow a Zero Retention Policy, ensuring no data resides on the OpenAI or Azure platforms, and all data in transit and at rest is encrypted. Rigorous security testing is performed, and all communications with our AI feature are API-based, with security checks completed as part of API integration. For more information, refer to the Data Privacy FAQs for Generative AI Supported Features article.