Q3 2025 Release Notes for Staircase AI

Localize Organization Profile Using AI Language Preference

The Organization Profile now supports summary on the basis of language selected in AI Language Preferences option. When this setting is enabled, the profile automatically reflects content in the selected language, ensuring a localized experience for global teams.

Key Benefit: This enhancement improves accessibility and usability for non-English-speaking users by aligning organizational content with their preferred AI-generated language settings.

IMPORTANT: The Organization Profile updates once a month, unless it has been manually edited. If not edited, it updates during the next scheduled refresh.

For more information on Profile, refer to the Organization Profile section in the Organization article.

Configure Exact Match Rules for Custom Events

Staircase AI by Gainsight now supports exact match detection for Custom Events, giving users more control when configuring keyword-based event triggers. This enhancement gives users precise control over event detection, while maintaining backward compatibility with existing configurations. 

Key Enhancements

• Exact Match with Quotation Marks: Terms enclosed in quotation marks are treated as exact matches and substring or partial matching is disabled when quotes are used. Example: "PAS" matches only the string PAS (case-insensitive). 
• Backward Compatibility: Terms entered without quotes continue to use substring matching. Example: PAS matches PAS, passing, and compass.

Note: Custom events are applied only moving forward; they are not applied retroactively. Event detection is based on email subject, email body, and meeting titles. Call transcripts are not included.

For more information on Lookup Terms, refer to the Lifecycle Events article.

Adjust Sensitivity of Automated Email Detection

Admins can now control the threshold and sensitivity of automated email detection directly in the product interface from Automated Email Detection option in General settings. This gives users the flexibility to manage settings themselves.

Key Capabilities

• Staircase AI filters emails sent from typical service addresses (example: notifications@, no-reply@, support@).
• Includes all Standard detection and analyzes repetitive patterns (example, mass emails to multiple recipients).
• Effectively identifies most automated messages, but may occasionally flag human-generated content with repeated text or signatures.

Key Benefit: Admins can adjust detection levels, making the system less or more aggressive depending on whether it is over-capturing or under-capturing automated communications.

For more information on how to adjust sensitivity of automated email detection, refer to the General Configuration Settings article. 

Create Personalized Views Using Advanced Filters

Staircase AI has combined two filter options in Advanced Filters, Total activity and Team member filter, to give you greater flexibility in creating precise views of account activity. 

This empowers team members who are not directly assigned to an account, such as executives, product managers, or support leaders to gain meaningful visibility into their engagements. Users can now filter account views based on their personal interactions, including meetings, emails, chats, or support tickets, within a selected timeframe.

This capability ensures that stakeholders across the organization can track and prioritize the accounts they have engaged with, regardless of account ownership or role (CSM, AM or TAM).

Key Enhancement

• Team Member sub-filter under Total Activity filter: When adding the Total activity filter, use the new Team member filter to show only accounts that a specific teammate—or yourself—has engaged with during the selected period. The Total activity filter lets you set a minimum engagement threshold. Enter a value such as 1 to include accounts with at least one teammate interaction, or set higher thresholds (for example, 3 or 5) to to view accounts with more frequent engagement. 
  

Key Benefits 

• Users can focus on the accounts they have personally engaged with by filtering for themselves.
• Managers can narrow their scope to the accounts a teammate or multiple teammates have engaged with.
• Teams can generate targeted reports to support account management and follow-up actions.
• Activity thresholds can highlight accounts a team member (including yourself) has engaged with, either at all (greater than or equal to 1) or more  heavily (set 5+ activities), depending on the selected timeframe).

For more information on Advanced Filter, refer to the Ask Staircase article.

Staircase AI Account Page Widget for Salesforce

The Staircase AI Salesforce app is now officially approved and listed on the AppExchange. Admins can embed the full Staircase account page directly into Salesforce Account records as a widget, giving teams access to key account insights without leaving Salesforce. This integration provides a unified view of account insights without leaving Salesforce. 

Previously achievable through custom setup, this capability is now fully approved and streamlined as a certified AppExchange solution.

Key Capabilities

• The embedded widget displays the full Staircase account page, including:
  • Accounts Summaries
  • Ask Staircase
  • Dashboard widgets
  • Stakeholders heat map
  • Open items
• Available as an installable package from the Salesforce AppExchange.
• Admins can configure the widget placement on the Salesforce page layout (iframe-style embedded widget).
  

IMPORTANT

To use this feature:

• The account must exist in both Salesforce and Staircase, matched by Salesforce Account ID.
• The viewing user must have an active Staircase user account. If the user does not have an account, the widget doesn’t display any data.

For more information on Staircase AI account page widget for Salesforce, refer to the SDFC Widget article.