Overview of AI Tools
This article helps Admins and CSMs understand what each AI tool does across Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP.
Overview
Gainsight CS provides a set of AI tools that power Copilot, Gainsight AI Agent in Slack, and Gainsight CS MCP. Users can query data, create records, and take actions directly from these platforms.
Admins can view and manage the full list of available tools from Administration > Gainsight AI > AI Settings > AI Tool Management.
AI tools are organized into three categories based on the type of access they provide.
The following image shows the AI Tool Management page in Gainsight CS, displaying the list of available tools organized into Core Tools, Read-only Tools, and Write Tools categories.
Core Tools
System-level tools that support the functioning of other tools. These tools cannot be made inactive. There are six Core Tools available. The following table lists each core tool and its description.
| Tool | What It Does |
|---|---|
| Get Activity Types Config | View the available Timeline activity types and any custom fields configured for them. For example, What activity types are available in my Gainsight instance? |
| Get Object Metadata | View the field schema, data types, and lookup relationships for any Gainsight object. For example, What fields are available on the Company object? |
| Get Picklist Values | View the available options and their values for any picklist field on any object. For example, What are the valid values for the Stage field? |
| Get Records | Fetch additional pages of results from a previously executed query or tool call. |
| Resolve Customer | Search for a company or relationship by name to resolve their identity. For example, Find the company record for Acme. |
| Resolve User | Look up a Gainsight user by name to find their identity and GSID. For example, Who is John Smith in Gainsight? |
Read-only Tools
Tools that retrieve and display data from Gainsight. These tools do not create or modify any records. Admins can make these tools inactive. There are nine Read-only Tools available. The following table lists each read-only tool and its description.
| Tool | What It Does |
|---|---|
| Ask Scorecard | Get a complete health score breakdown including overall score, individual measures, trends, and 12-week history. For example, What is the health score for Acme? or Show me the scorecard trends for my top accounts. |
| Fetch CTA List | Retrieve CTAs with filtering on any supported CTA field. For example, Show me all open risk CTAs for me or Which CTAs are due this week? |
| Fetch Customer Contacts | View contacts for a company or relationship including names, emails, roles, and titles. For example, Who are the key contacts at Acme? |
| Fetch Report Data | Execute a Gainsight report and retrieve the results with optional filters. For example, Run the Q3 renewal report. |
| Fetch Success Plan List | Retrieve Success Plans with filtering on any supported Success Plan field. For example, Show me all active Success Plans for Acme or Which Success Plans are due for renewal this quarter? |
| Fetch Timeline Activity List | Search and retrieve Timeline activities using filters and semantic search. For example, Show me all activities logged for Acme this month. |
| Get Portfolio Filters | Get your portfolio filter conditions to scope queries to your book of business. For example, Get the ARR and CSM details for companies in my portfolio. |
| Report Search | Search the report catalog by keywords or report name to find available reports. For example, Find reports related to renewal health. |
| Run Query | Run custom queries across any Gainsight object. For example, Get all companies with ARR greater than $1 million. |
Write Tools
Tools that create or update records in Gainsight. These tools take action on behalf of the user. Admins can make these tools inactive. There are four Write Tools available. The following table lists each write tool and its description.
| Tool | What It Does |
|---|---|
| Create Timeline Activity | Log calls, meetings, updates, emails, or milestones to the Timeline for a company or relationship. For example, Log a meeting summary for Acme or Create a call activity for TechCorp with the following notes. |
| Manage Cockpit Actions | Create or update CTAs (Calls to Action) and their associated tasks in Cockpit. For example, Create a risk CTA for Acme or Update the status of the renewal CTA for TechCorp to In Progress. |
| Manage Success Plan Actions | Create or update Success Plans with objectives, owners, and due dates. For example, Create a Success Plan for Acme with a go-live objective due next month or Update the owner of the Success Plan for TechCorp. |
| Update Timeline Activity | Update Patch an existing activity on the customer Timeline. For example, Update the notes on the last meeting activity for Acme or Change the subject of the latest Timeline activity for TechCorp. |