Q2 2026 Release Notes for Customer Communities (CC)

View Accurate All-Time Vote Counts in Idea Export v2

Idea Export v2 now reflects the total all-time vote count for each idea, matching exactly what community members see in the Content Overview.

Key Benefit

Community managers who rely on Idea Export v2 for reporting and analysis now have a single, consistent vote count, removing the need to reconcile export data against the Control interface.

Out-of-the-Box Community Dashboards Are Now Generally Available

Nine out-of-the-box Community Dashboards are now generally available to all Gainsight CC customers. Each dashboard delivers a purpose-built view of community activity, customer engagement, Q&A trends, and more, backed by modern visualizations and a built-in KPI reference guide.

The following dashboards are now generally available:

• Audience Dashboard
• Content Dashboard
• Engagement Dashboard
• Product Feedback Dashboard
• Q&A Dashboard
• Self-Service Dashboard
• Subscription Status
• Subscription Trend
• User Dashboard

You can view these dashboards from Analytics > New Dashboards.

Explore Deeper Community Insights with Enhanced Out-of-the-Box Dashboards

Five out-of-the-box Community Dashboards have been enhanced with new widgets, trend charts, and drill-down capabilities. The Q&A, User, Content, and Subscription dashboards now surface richer data about participation patterns and content performance, giving community managers a more complete picture of how members engage.

What's New

The following section describes the new widgets and metrics added to each dashboard:

Click here to expand for information on Q&A Dashboard

• Questions Trend: A new trend chart shows how many questions were asked over time.
• Unique Questioners: A new widget displays the unique users who asked questions during a selected period. Click the widget to view individual user names and additional user and content information. 
• Answers Trend: A new trend chart shows how many answers were given over time.
• Unique Users Who Gave The Best Answer: A new widget shows the unique authors who provided answers, with drill-down to individual user profiles and question details 
• Unique Users Who Gave The Best Answer Per User Role: A new chart breaks down the roles of users who provided best answers, letting community managers see the contribution split between peers and employees. 

Click here to expand for information on User Dashboard

• New Registration Drill-Down: A new widget displays the unique users who joined the community, now with the option to click the widget to view individual user names, roles, and ranks.
• Users With At Least One Post Drill-Down: A new widget displays the unique users who added at least one post to the community in the selected period, now with the option to click the widget to view individual user names, roles, badges, and ranks.
• Active Users KPI: A new KPI captures users who posted or reacted within the community during a selected period, with the option to click the widget to view individual user details as well as the activity performed.
• Users With At Least One Reaction: A new KPI captures users who did not add any new posts to the community in the selected time but added a reaction to existing content, with period over period comaprison.
• Users With At Least One Reaction Drill-Down: A new KPI captures users who did not add any new posts to the community in the selected time but added a reaction to existing content, with the option to click the widget to view individual user details as well as the activity performed.
• Active User Trends: Three new trend charts track total active users, users with at least one post, and users who reacted only.

Click here to expand for information on Content Dashboard

• Views Charts: New breakdowns show which categories, content types, and groups received the most views, and a new scorecard provides a total count of topic views.
• Helpfulness Votes Split: A new chart shows the breakdown of all helpfulness votes in selected time.
• Post Drill-Down: Scorecard widgets that support drill-down, letting community managers see which users posted and what content they contributed.
• Popular Categories And Popular Topics: Tables now also show the respective IDs

Click here to expand for information on Subscription Status and Trend Dashboard

• Events Page Subscription Scorecard On Subscription Status Dashboard: A new scorecard captures the total number of subscriptions to the Events page.
• Events Page Subscription Trend On Subscription Trend Dashboard: A new trend chart tracks how many users subscribed to the Events page during a given period, matching the pattern already in place for product updates.
• Drill-Down: Community managers can drill into users who subscribed or unsubscribed from the Events page.

Map More CS Objects in Profile Field Mapping

The Profile Field Mapping feature in Customer Communities has been expanded to support all available CS objects. The object list now includes all standard and custom objects, giving communities access to a much broader range of customer data from CS.

Key Benefits: Community managers can now pull in data from any CS object, making community profiles richer and more reflective of the full customer record.

For more information on how to map fields, refer to the User Profile Fields Mapping article.

Widget Visibility Renamed to Personalization With Refreshed Audience Options

The Widget Visibility setting in the Destination is renamed to Personalization, with updated audience options that more clearly reflect how widget display works.

The updated options under Personalization are:

• Everyone: Widgets visible to all users
• Selected Segments: Widgets visible to select segment users.
• Guest Users: Widgets visible to users who are not signed in.

For more information on how to configure widget personalization, refer to the Widget Visibility article.

Engage in Richer Conversations With Threaded Replies

Topic pages in Gainsight Customer Communities now support up to three levels of threaded replies. Users can reply directly to a specific reply, keeping related exchanges together and making multi-thread discussions easier to follow.

Threaded replies introduce the following capabilities to topic pages in Customer Communities:

Store Plain-Text Configuration Values Alongside Secrets in Developer Studio

The Secrets and Variables page, found under Integrations > Developer Studio, now supports two distinct value types for connector configuration.

Secrets store encrypted credentials such as API keys or tokens that are masked and restricted to headers and authentication fields.

Variables store plain-text config values such as base URLs, environment IDs, and reusable settings that stay fully visible and editable, and can be referenced anywhere a connector accepts input, including in the connector URL.

For more information on Secrets and Variables, refer to the Developer Portal documentation.

Find Answers Instantly with AI-Powered Search (General Availability)

We have enhanced Smart Assistant to deliver a more powerful AI search experience. The new AI Answers feature uses advanced OpenAI models to generate real-time, streaming responses that feel as natural and dynamic as a conversation.

Key Highlights

• AI-Driven Search: Provides answers to your questions.
• Cited Responses: Provides AI-generated answers with source links for further reading.
• Real-time Streaming: Displays answers as they are generated for an interactive experience.
• Expandable Insights: Allows users to view additional context or sources with one click.
• Continuous Learning: Improves over time based on user interactions and community feedback.

Admins can enable this feature by navigating to AI > AI Answers for Search and turning on Enable AI Answers for Search.

AI Answers transforms search into an intelligent assistant that helps users find, understand, and act on information faster. It combines accuracy, context, and transparency,  giving every user a more intuitive way to explore their data.

For more information, refer to the AI Answers in Customer Communities article.

Track Search Performance with the Search Analytics Dashboard (General Availability)

The Search Analytics Dashboard is now generally available, giving admins and community managers visibility into how members interact with search across the community, MCP Search, and AI Answers.

The Search Analytics Dashboard can be viewed from the Analytics page.

The dashboard surfaces metrics across three areas:

• General Search Analytics
• MCP Search Analytics
• AI Answers

Add Suggested Questions to Your Community Search Banner

The community search banner now supports up to three configurable suggested questions. When a member clicks a suggested question, the full-page search opens pre-filled with that query, reducing the steps needed to find relevant content.

Admins can configure the questions in the Suggested Questions field in Destination.

View Community Engagement Data in Champion

The Champion and Gainsight Customer Communities integration brings community engagement data directly into Champion, giving customer success teams a complete view of each member's community activity alongside their advocacy profile.

Once connected, the Community tab on a Champion profile surfaces key membership details and activity data pulled from Gainsight CC. Community activity also feeds directly into Champion Health Score, contributing to both the Community and Advocacy categories.

After the integration is set up, the Community tab on each Champion profile displays the following information:

• Name and community rank
• Roles and moderator status
• Member Since date
• Last Activity Date: for quick reference
  • Green: Active within 30 days
  • Yellow: Active 30 to 90 days ago
  • Red: No activity in over 90 days
• Topic, reply, badge, and community point counts
• Badges earned

Gainsight CC activity contributes to two categories of the Champion Health Score:

• Community Category
• Advocacy Category

Community Category

The following signals from Gainsight CC feed into the Community category:

• Reply activity
• Likes received
• Badge count
• Moderator status
• Last activity date
• Banned status

Advocacy Category

When a member posts an Article, Conversation, Idea, or Question in Gainsight CC, Champion automatically creates a User Generated Content (UGC) interaction with the corresponding subtype. This counts as an advocacy action and positively impacts the Advocacy category of Champion Health Score.

For more information on how to integrate Champion, refer to the Customer Communities and Champion Integration article

Apply Custom Layouts to Any Community Page

Admins can now apply unique layouts to every category, section, and group page in their community using the Layout Editor. Previously, the Layout Editor was available only on the homepage and custom pages. All other community pages shared the same default structure with no option for per-page customization.

What's New

The Layout Editor is now available on the following page types. Changes made to one page do not affect other pages in the community.

• All Community category and section pages
• All KB category and section pages
• The Groups Overview page
• Individual Group pages

The following capabilities are available through Layout Editor on any of these pages:

• Customize Layouts Per Page: Add, hide, and reorder widgets on any supported page without affecting other pages.
  
  Note: Default widgets cannot be edited inline because their content is controlled by the page settings in Control, keeping Control as the single source of truth.
• Personalize Group Pages: Configure distinct layouts for the Groups Overview page and individual group pages
• Tailor The Sidebar Per Page: Hide the global sidebar and replace it with page-specific sidebar widgets.
• Add Library Widgets Inline: Configure library widgets directly on the page; the category or section filter is applied automatically.

Key Benefits

The expanded Layout Editor gives community teams the following advantages:

• Each page gets its own layout, no structural changes to your community required.
• Unique experiences for different programs, product areas, and audiences without global changes.
• Faster setup, use the same widget library already available on the homepage.

Example Business Use Case

A community admin wants to highlight a new iPhone product on their mobile category page. They open the Layout Editor, add an HTML widget to the sidebar with the product announcement, and save. The change appears only on that page; all other category pages are unaffected.

For more information on

• How to set up widgets on pages, refer to the Getting started with the homepage design article.
• Different types of widgets refer to the A closer look at Homepage widgets article.

Customize Page Layouts Per Language Variant

For multilingual communities that share the same category structure across languages, page layouts can be customized per language without changing the community structure in Control.

What’s New

Language variant layouts introduce the following capabilities for multilingual communities that share one category structure:

• Customize Layouts Per Language: Switch to any configured language from the build bar and customize the page layout for members browsing in that language.
• Start From Your Default Layout: The first time you open a language variant, the default-language layout is copied over automatically.
• Manage Variants Independently: After the first save, each language variant is standalone. Changes to the default layout do not affect saved language variants.

Key Benefits

• Localized Experiences: Tailored layouts for each language without restructuring your community.
• Safe Updates: Changes to the default layout do not overwrite saved language variants.

Example Business Use Case

A community serves English and Dutch members on a shared category structure. The admin switches to Dutch in the build bar, adds a Dutch-language welcome banner to the category page, and saves. English members continue to see the default layout, while the Dutch variant is fully independent.

For more information on how to customize page layouts, refer to the Create a Localized Homepage article.

Expose Topic Pages to Search Engines Using Sitemap Index

Gainsight CC now generates a sitemap index and includes all public topic URLs in your community's sitemaps.

Previously, sitemaps only listed structural URLs such as category, section, and custom page URLs. Topic pages were excluded, which limited how much of your community content search engines could discover.

What’s New

The following updates are included in this release:

• Sitemap Index: A sitemap index file is generated for each community. It links to all individual sitemaps, giving search engine crawlers a single entry point to the full sitemap structure.
• Topic URLs: All public topic pages are included in the sitemap, alongside existing structural URLs. Communities with more than 50,000 topics are automatically split across multiple sitemap files.
• Last Modified Dates: Each URL in the sitemap includes a lastmod timestamp. This tells crawlers when a page was last updated, so they can prioritize recrawling recently changed content.

Rename Languages in the Community

Admins can now edit the display name of any enabled language in Control, without adding a new language or changing any translated phrases.

Previously, the language switcher displayed only the native script name for each language, for example, Español for Spanish. There was no way to customize this label for regional audiences.

What’s New

When you enable a language in Control, the language Display Name field becomes editable. Enter a custom name, save, and publish. The updated name appears immediately in the community language switcher.

Key Benefits

• Differentiate regional variants of the same language without creating separate phrase sets.
• Keep language management simple with one language entry, one custom label.
• Members see a label that matches their region, improving clarity in the switcher.

Example Business Use Case

A company serves Spanish-speaking customers primarily from Mexico, and the team wants to reflect that for a better member experience. The admin enables Spanish and sets the display name to Español (México).

Members from each region see a recognizable label, so no phrase changes are required.

For more information on how to change language labels, refer to the Configure Language Settings article.

Map Community Profile Fields to Skilljar

Send community profile data directly to Skilljar using the Field Mapping configuration in Gainsight CC. When unified login is enabled, CC becomes the identity provider for Skilljar. This means all user data must pass through CC before it reaches Skilljar. This update lets you manage that data flow from a single place in CC, without any custom integration work.

What’s New

Field Mapping is available in the configuration. You can use it to select which CC profile field to send to each Skilljar field.

You can map any profile attribute from CC to Skilljar, including:

• First name and last name
• Department and role
• Region and preferred language

You can also map data from other sources into Skilljar through CC:

• SSO Data: Map SSO attributes to CC first, then map them from CC to Skilljar.
• CS Data: If the CS-to-CC integration is enabled, you can also pass CS profile data through to Skilljar.

Skilljar fields are populated automatically. When you set up a mapping, the dropdown pulls available Skilljar fields from your instance in real time.

Example Business Use Case

A customer education team uses Skilljar to deliver academy courses. After enabling unified login, they want to enroll users in courses based on their role. They map the Role field from CC to the corresponding Skilljar field. Skilljar then applies enrollment rules automatically, no manual data entry required.

For more information on how to map fields, refer to the Configure CC-to-Skilljar Field Mapping article.

Control What API Connectors Return to the Front End

Developers and community admins can now control what data an API connector sends to a widget before it reaches the browser.

When a connector calls an external API, such as Salesforce, Statuspage, or a custom internal API, it normally returns the full response. That response may contain records or fields the widget does not need, or that the current user should not see.

Two new capabilities address this:

• Response Transformation: Filter, reshape, or reformat the API response on the server before it reaches the widget.
• Composite Connectors: Run multiple API calls in sequence as a single server-side flow, so the browser only makes one request.

What’s New

The following capabilities are now available for API connectors in Gainsight CC.

Screen New User Profiles with AI-Powered Moderation

Community Managers can now enable AI-powered moderation to automatically screen new user profiles for spam and NSFW content after registration and ban flagged accounts. This feature reduces the manual effort required to keep communities safe and prevents bot accounts from participating before they can cause harm.

How It Works

When enabled, AI evaluates new account data during registration using the same moderation approach applied to community posts. The following profile fields are analyzed:

Accounts identified with high confidence as spam or NSFW are automatically set to Banned and moved to the Banned Users group. Accounts flagged with lower confidence are placed in Waiting for moderator approval status for manual review.

Enable User Profile Moderation

To turn on this feature, navigate to AI > Moderation Agent, and turn on the User profile moderation toggle.

Sensitivity

The AI moderation sensitivity is pre-configured for optimal accuracy and applies uniformly across all communities. You cannot adjust the sensitivity threshold for individual communities at this time.

Role Exclusions

Users with the following roles are excluded from AI screening, regardless of whether the feature is turned on:

• Admin
• Community Manager
• Moderator
• Superuser

Known Limitations: There is no admin notification when an account is automatically banned.

For more information on how to configure profile moderation, refer to the Configure User Profile Moderation article.

Hyperlink Images in the Rich Text Editor

You can now attach hyperlinks directly to images in the rich text editor. After uploading an image to a post or topic, click on the image and select the Hyperlink option to attach a URL.

Once published, click the image to open the linked URL in a new tab. Turning any image into a clickable, navigable element.

Track AI Answer Engagement in Search Analytics

Gainsight has added AI Answers Analytics to the Search Analytics Dashboard, providing admins and community managers visibility into how users engage with AI-generated answers.

The Search Analytics Dashboard now tracks the following AI Answers KPIs:

• Total Summaries Generated: The total number of AI Answers that have been created.
• Impressions: The total number of times users viewed an AI Answer for at least 10 seconds or interacted with it. This metric is counted once per user per answer.
• Sources Clicked: The total number of times users clicked a link in an AI Answer, including both inline links within the generated text and links in the cited sources list.
• Continue Reading Clicked: The total number of times users clicked Continue Reading to view the full AI Answer.
• Show All Sources Clicked: The total number of times users clicked Show All Sources to expand the sources list in an AI Answer.
• Helpful Feedback: The total number of times users marked an AI Answer as helpful.
• Unhelpful Feedback: The total number of times users marked an AI Answer as not helpful.

With AI Answers Analytics, teams can now measure AI Answer adoption, evaluate answer quality through user feedback, and identify source links that are most valuable to users.

For more information, refer to the Search Analytics Dashboard (BETA) article.