FAQs for Gainsight AI Agent
This article addresses frequently asked questions about Gainsight's AI Agent in Slack.
What is Gainsight's AI Agent in Slack?
Gainsight's AI Agent in Slack integrates customer data into Slack, enabling you to stay informed and make data-driven decisions without leaving your collaboration platform
With this app, you can:
- Access customer insights: Ask questions about a specific account, your portfolio, or your entire customer base. Tag the Gainsight app in shared channels to increase visibility across teams.
- Generate AI-powered content: Quickly draft customer communications, including emails, Executive Business Review (EBR) summaries, and follow-ups.
- Receive expert guidance: Get best practices for customer success, from onboarding to renewals, along with tips for maximizing Gainsight CS.
Is Gainsight's AI Agent in Slack free to use?
Yes, users with an active Gainsight subscription can access the App at no additional cost.
Who can access Gainsight's AI Agent in Slack, and what kind of license types allow access?
Access is granted by an admin. Once permissions are assigned, any user in the Slack workspace who has Full, Viewer, Viewer Analytics, or Internal Collaborator (IC) Gainsight licenses, as granted by the admin in User Management, can query the app.
Do you need to be a Slack admin to add Gainsight's AI Agent in Slack to your workspace?
No, you don’t need to be a Slack admin. A Gainsight admin with app installation permissions in Slack can add the app.
How does Gainsight's AI Agent in Slack handle data privacy?
Gainsight's AI Agent in Slack complies with all required privacy policies. For more information on the data protection efforts, refer to the AI Data Security and Privacy article or the AI Model Details article.
What is the difference between Gainsight's AI Agent in Slack and Gainsight Sally in Slack?
To understand the difference between Gainsight's AI Agent in Slack and Gainsight Sally, refer to Gainsight's AI Agent in Slack vs. Gainsight Sally section in the End User Guide for Gainsight AI Agent article.
How do I add Gainsight's AI Agent in Slack to the top bar?
To add Gainsight's AI Agent in Slack to the top bar in Slack,, refer to the Set Up Gainsight's AI Agent in Slack section in the End User Guide for Gainsight AI Agent article.
How do I remove Gainsight's AI Agent in Slack from the top bar?
To remove the app from the top bar:
- Open the Gainsight app in Slack.
- Click on the three-horizontal dots menu in the top right corner of the app window.
- Select Remove assistant from top bar to unpin the app icon from the top of your Slack workspace.
Is there a limit on the number of queries per user or customer?
No, there is no limit on the number of queries a user or customer can make in Gainsight's AI Agent in Slack.
Where can I find detailed use cases and prompts for Gainsight's AI Agent in Slack?
To know more about persona-specific use cases, and prompts, refer to the Sample Use Cases and Queries by Persona For Gainsight AI Agent article. It provides insights into how different teams, including CS teams, sales teams, executives, and product managers, can leverage the AI Agent effectively.
Does Gainsight's AI Agent in Slack provide insights for all customers or only the ones I am assigned to?
Gainsight's AI Agent in Slack honors all data permissions as configured by the Gainsight admin. It provides insights only for the customers you have permission to access. If you are assigned to specific accounts, you can retrieve data for those accounts, but you cannot query information for customers outside your access permissions.
Why am I not getting results, and how can I improve my query?
If you are not getting results, it is important to be specific in your requests. Ensure that the information you are querying is within your access permissions and that your query is clear and precise. Providing detailed information can help generate more accurate results.
For better prompting, refer to the Sample Use Cases and Queries by Persona For Gainsight AI Agent article, which provides use cases and prompts for different personas.
Can Gainsight's AI Agent in Slack personalize responses based on my preferences?
No, the app does not currently allow customization of response formats. You can refine your queries to request specific details. If you prefer structured responses, you can save commonly used prompts in a document and reuse them as needed or check the history tab for past queries.
Does Gainsight's AI Agent in Slack retrieve data from emails attached through the Gainsight Outlook plug-in, or does the information need to be in the Timeline?
The app retrieves data only from Timeline entries in Gainsight. Emails attached through the Gainsight Outlook/Chrome plug-in are not directly accessible through the Slack app. To retrieve email-related insights, ensure key information is logged in Timeline.
What happens if I switch away from Slack while Gainsight's AI Agent in Slack is processing a query?
Gainsight's AI Agent in Slack continues processing your query in the background and sends a notification when the response is ready.
What should I do if I encounter issues?
If you encounter any issues, raise a ticket with the Gainsight Support team.
Does Gainsight's AI Agent in Slack support multiple languages?
Gainsight's AI Agent in Slack can understand multiple languages. However, it is designed to respond only in English and not optimized for multilingual use.
Is there any supporting infrastructure for the Slack–Gainsight integration?
Yes. The Slack–Gainsight integration utilizes Gainsight’s existing AWS infrastructure. All data transmitted is encrypted both at rest and in transit, following industry-standard security practices.
Are secure credentials (secrets) used by the integration? If so, where are they stored and how are they managed?
Yes. The Slack–Gainsight integration uses a secure bot token, which is generated during the OAuth 2.0 authorization process. This token acts as an authentication credential and is:
- Encrypted at rest and securely stored in Gainsight’s database.
- Decrypted only at runtime, when needed to send responses back to Slack.
- Managed by Gainsight’s internal security standards.
Customers retain full control and can revoke the token at any time through Slack’s app settings or Gainsight’s admin interface.
How does authentication between Gainsight and Slack work?
Authentication uses OAuth 2.0. A Slack workspace admin authorizes the Gainsight app, which generates a secure bot token. This token is encrypted, stored by Gainsight, and used to enable secure communication between Slack and Gainsight.
What is the removal or uninstallation process for the Slack–Gainsight integration in case of an emergency?
The Slack–Gainsight integration can be revoked immediately by either:
- Removing the app from the Slack workspace settings (performed by the Slack admin), or
- Revoking it in the Gainsight administration interface.
This action stops all communication between Slack and Gainsight instantly.
What happens if the Slack–Gainsight integration is compromised? What is the response process?
If the integration is ever compromised, the impact is limited to the specific Slack workspace where it was authorized.
Customers can respond immediately by revoking the bot token, which cuts off all access. The integration can also be disabled at any time without needing support from Gainsight.
Can you provide an example of data exchanged between Gainsight and Slack?
Yes. The integration receives user messages from Slack and sends back AI-generated responses. It also syncs basic user details from the Slack workspace.
What are the default permissions requested by the Slack–Gainsight integration?
The integration requests only the permissions required for core functionality. For a complete list of default scopes and permissions, refer to the Gainsight Slack App Permissions article.
How many company records does Gainsight's AI Agent in Slack return in response to a query?
Gainsight's AI Agent in Slack displays up to 30 company records in the UI for company-related queries.
How can I ask Gainsight's AI Agent in Slack questions about my customer portfolio in Gainsight Home?
To ask questions about your customer portfolio using Gainsight’s AI Agent in Slack, make sure that the appropriate filters are applied in Gainsight Home. When users refer to my accounts, my companies, my portfolio, or similar phrases, the AI Agent will automatically filter results to show only the user’s assigned portfolio.