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This article explains admin steps to integrate Gainsight with Staircase AI, including authentication, syncing customer accounts, applying optional filters, mapping churn and prospect statuses, and syncing user management settings.

Step 1

Login to Staircase, click 'settings' and open the integrations section. Click to open the Gainsight card.

Step 2

Fill out the Gainsight integration form with the required data. You can find the subdomain value in the browser's address bar while on the Gainsight tab.

For instance, if the address is https://staircase.gainsightcloud.com/v1/ui/home, then the subdomain will be staircase. Click the “Connect” button.

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Step 3

Once you have completed the authentication process, you can configure the import of your Gainsight data into Staircase AI. This includes setting up data filters (which accounts to sync into Staircase AI), status mapping (which accounts should labeled as "Churned" or "Prospect"), retention policy, etc.

You can select to 'sync all accounts' from Gainsight CS or you can apply filters to select a specific set of customer accounts you wish to onboard onto Staircase AI.

When you are finished, click the "Save" button.

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Step 4

The final step involves configuring the mapping of the account/stakeholder fields. You can do this by navigating to the account/stakeholder fields page under settings > configurations > fields.

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Once the Gainsight-Staircase integration is configured, all user management for Staircase AI will be governed in the Gainsight CS Admin area. User data and permissions will be synced directly from Gainsight into Staircase. For details on managing permissions and user roles within Staircase via Gainsight, please refer to this support article.

How Data Syncs Between Staircase AI and Gainsight CS

Data sync between Staircase AI and Gainsight CS operates in two directions: data flowing into Staircase AI from Gainsight CS, and data pushed from Staircase AI back into Gainsight CS.

Data Flowing from Gainsight CS into Staircase AI

The following table describes the data types synced from Gainsight CS into Staircase AI and their sync frequency.

Data Type Sync Behavior
Account & Company Data Synced every hour. A full sync runs once per day to capture any records that were missed or deleted during incremental syncs.
Account Relationships Relationship data, including parent/child hierarchies, is synced every hour.
Users & Team Members User and team membership data is synced every four hours. This applies when your team logs in via Gainsight SSO and ensures permissions and profiles remain up to date.

Data Flowing from Staircase AI into Gainsight CS

The following table describes the data types pushed from Staircase AI back into Gainsight CS and their sync frequency.

Data Type Sync Behavior
AI Meeting Summaries After Staircase AI generates a meeting summary, for example, from a Gong recording, it pushes the summary to the Gainsight Timeline as an activity. This occurs every hour.
Metrics & Health Signal Writeback When configured, Staircase AI writes calculated fields such as health scores and engagement signals back to the corresponding Gainsight records every hour.