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Gainsight Inc.

Setup User Notifications

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Introduction

Notifications are the in-app or email alerts for the users when key events occur, to ensure that they do not go unnoticed.

The notifications are automatically turned on for all the users in Gainsight. However, the user can anytime still override the administrator’s preferences to receive notifications according to their requirements. Admins can only auto-subscribe them to follow a Company/Relationship. For more information on Admin notification settings, refer to Admin Notifications Settings.

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Notification Channels

Notification channels give users more control over the notifications they want to receive. For each channel, you can set the behavior that is applied to all the notifications. Then, users can change these settings and decide which event notification should they receive in which channel. For more information on how to subscribe to channel notifications, refer to the Subscribe to Channel Notifications section in this article.

Currently, the supported channels for notifications are on the Gainsight in-app (bell icon) and through Email.

Viewing Notifications

Users can use the Notifications (Bell) icon, primarily, to view the notifications.

Note: Currently only the 50 unread latest notifications are displayed in the Notifications page.

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In the Notifications page, users can multi-select the notifications and click the Mark as Read option if the notifications are not important to open, and even directly click the Mark All as Read option to mark all the notifications as read.

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The user can also click on the links provided in the notification to take the desired action, if required. This redirects the user to the respective page where the action as to be performed for that notification.

Subscribe to Notifications

The user can start using the Gear icon in the Notifications page to manually customize/enable the notifications that they would like to receive through Email or on the Gainsight in-app for specific events. For example, if a CTA or task is assigned to a user or the Success plan due date is changed or assigned to a user, they can receive an in-app and/or email notification.

These are some of the supported events for the user to subscribe for notifications:

  • Call To Actions
  • Tasks
  • Activities
  • Success Plans
  • Survey Responses

Note:

  • Users can also navigate to My Settings > Notifications for customizing/enabling the notifications settings.
  • By default, all the notifications in all the channels are turned on in Gainsight.

Subscribe to Channel Notifications

To manually subscribe/unsubscribe to channel notifications:

  1. Click the Notifications (Bell) icon in the top right corner of any page. The Notifications page is displayed.
  2. Click the Gear icon on the Notification page. The My Settings page is displayed.

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  1. Enable the following subscriptions for the available channels in the Channel Subscriptions section:
    1. On Gainsight: To receive the notifications in the Gainsight in-app application. If you enable this option, the Play sound when a notification is received check box is displayed. Select this check box, if you want to hear an alert sound when you receive a notification.
    2. Email: To receive the notifications through email. If you enable this option, the Select frequency option is displayed. You can select the following frequencies for email notification:
      1. Real time: To receive Email notifications immediately after the events occur.
      2. Daily: To receive Email notifications every day at 12AM based on the user time zone.
      3. Weekly: To receive Email notifications once per week, every Sunday  at 12AM based on the user time zone.

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  1. Click SAVE.

Important Notes:

  • If you disable the On Gainsight option in the Channel Subscriptions section and click SAVE, the Notifications (Bell) icon is not displayed in the application.
    To display the Notifications (Bell) icon again, navigate to Profile > My Settings and enable the On Gainsight option in the Channel Subscriptions section.

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  • If you disable On Gainsight or Email options in the Channel Subscriptions section, the event subscription options are disabled automatically for the respective channels in the Events Subscriptions section.

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Subscribe to Event Notifications

To manually subscribe/unsubscribe to event notifications:

  1. Click the Notifications (Bell) icon in the top right corner of any page. The Notifications page is displayed.
  2. Click the Gear icon on the Notification page. The My Settings page is displayed.

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  1. Select your desired events subscriptions/unsubscriptions for On Gainsight and Email channels in the Event Subscriptions section. The following are the events available for subscription:
    1. For the customers I follow:
      1. Survey Response Submitted: To receive an Email or Gainsight in-app notifications when a recipient submits a response to a survey for a Company or Relationship you are following.
      2. Call To Action Created: To receive an Email or Gainsight in-app notifications when a Call To Action is created for a Company or Relationship you are following.
      3. Call To Actions Status Updated: To receive an Email or Gainsight in-app notifications when a Call To Action status is updated for a Company or Relationship you are following.
      4. Activity created: To receive an Email or Gainsight in-app notifications when an Activity is created for a Company or Relationship you are following.
        For more information on how to follow a customer, refer to the Following Customers Manually section in this article.
    2. Timeline:
      1. Mentions you in an activity: To receive an Email or Gainsight in-app notifications when you are mentioned in an Activity, irrespective of you following/unfollowing the customer.

    3. Workflow:

      1. A CTA is assigned to me: To receive an Email or Gainsight in-app notifications when a CTA is assigned to you.
      2. A Task is assigned to me: To receive an Email or Gainsight in-app notifications when a task is assigned to you.
      3. My Success plan due date is changed: To receive an Email or Gainsight in-app notifications when a Success Plan’s owned by you, due date is changed.
      4. A Success plan is assigned to me: To receive an Email or Gainsight in-app notifications when a Success Plan is assigned to you.

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  1. Click SAVE.

Following Customers Manually

Users also have the option of manually subscribing to individual customers in order to receive relevant notifications. After your admin has completed the necessary configurations for Email or on Gainsight header notifications, navigate to Customers > [Click on the desired customer] > [Click + icon beside Follow]. You are subscribed to the selected customer, and you will receive notifications based on your configuration.

Important: The user preferences always overrides the Admin preferences. For example, when administrator define preferences to receive notifications that apply to all users. However, the user can anytime still override the administrator’s preferences to receive notifications according to their requirements. In this case, the application stores the manual preferences over the administrators.

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