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Gainsight Inc.

End User Guide for Gainsight AI Agent

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This article explains how end users can access and interact with Gainsight's AI Agent in Slack.

This article explains how end users can access and interact with Gainsight's AI Agent in Slack.

Overview

Gainsight's AI Agent in Slack is an AI-powered assistant that helps Customer Success (CS) teams quickly access and act on key customer insights without leaving Slack. Whether retrieving customer data, learning best practices, or finding Gainsight documentation, the app streamlines workflows and enhances collaboration. It is especially useful for executives and other users who do not frequently log in to Gainsight, providing easy access to customer insights directly within Slack.

How Gainsight's AI Agent in Slack Works?

It is powered by four specialized AI agents, each designed to handle specific types of customer queries:

  • Timeline Agent : Retrieve and analyze customer interactions, ensuring a clear view of engagement history and trends.
    • Citations in Responses: Whenever the Timeline Agent answers a query in Gainsight’s AI Agent in Slack, it includes citations referencing the source data.
      • Displays up to five citations by default.
      • Click the View More button to load additional citations.
        Note: If fewer than five citations exist, the View More button does not appear.
      • Click the View Less button to collapse the list back to five citations.
      • Citation names longer than 50 characters are shortened and end with ... for readability.
      • Click a citation name (hyperlink) to go to your Gainsight instance. If you are not logged in, you are redirected to the login screen first.

Displaying a new citation with the sources related to sentiment analysis activities

  • Company Agent: Query structured data from the Company object, allowing for easy sorting, filtering, and organization of key customer information. For more information on Company Object, refer to the Gainsight Company Object article.
  • CS Expert Agent: Receive expert guidance on industry best practices and strategic engagement approaches.
  • Gainsight Product Expert Agent: Get instant answers about Gainsight CS features and functionality, leveraging official documentation for accuracy.

Licenses and Permissions

  • By default, users do not have access to Gainsight's AI Agent in Slack, admins must manually grant permissions in the User Management section.
  • Only users with a Full Gainsight license, Viewer, Viewer Analytics, or Internal Collaborator (IC) licenses can query the app.

Set Up Gainsight's AI Agent in Slack

Gainsight's AI Agent in Slack enhances your Slack workspace by delivering instant customer insights and seamless collaboration tools right into Slack. Setting up the app ensures quick access to customer data and actionable intelligence.

To set up the app in Slack:

  1. Open Slack.
  2. Use the search bar to find the Gainsight App, then click on it. The app is automatically added to your side pane.

Searching for the Gainsight app in Slack and selecting it from the list

  1. Gainsight app appears in your Apps list.
  2. Click on the three dots next to the app and select Add assistant to top bar for quicker access.

Slack interface showing the Gainsight app with an option to add it to the top bar

(Alternative) To set up the app in Slack:

  1. Open Slack.
  2. Click on your profile picture in the bottom-left corner.
  3. Select Preferences from the menu.
  4. Go to Navigation in the Preferences panel.
  5. Scroll down to the App agents & assistants section.
  6. Check Show app agents, ensure Gainsight is selected.
  7. Close Preferences.
    Note: Your settings are automatically saved, and the Gainsight app is accessible from the top bar.

Slack settings under Preferences, highlighting Navigation and App agents and assistants

  1. Click the Gainsight App icon at the top to open it in the side pane.

Gainsight app added to the Slack sidebar for quick access

Key Features of Gainsight's AI Agent in Slack

Gainsight's AI Agent in Slack provides a robust set of features that simplify accessing customer data, streamline collaboration, and enhance decision-making. These tools ensure users can work efficiently while staying informed.

Gainsight app chat window displaying key features and functionality

Chat Tab

The Chat Tab serves as your primary interface for interacting directly with the app. Simply type your queries, and the app responds with actionable insights

History Tab

The History Tab allows you to review past conversations and responses from the app. It helps you save time by revisiting earlier interactions and avoiding repeated queries. 

About Tab

The About Tab gives an overview of apps features and provides guidance to help you maximize its potential.

+ New Chat

Click New Chat to start a fresh conversation with the app. The app saves your previous chats in the History tab for reference.

Provide Feedback

Gainsight's AI Agent in Slack allows users to provide feedback on responses to improve accuracy. Users can react with:

  • Thumbs Up (πŸ‘):  Indicates the response was helpful.
  • Thumbs Down (πŸ‘Ž): Opens a feedback form where users can:
    • Select an optional reason such as Irrelevant, Incomplete, Not Accurate, Other.
    • Provide additional details in a text box (optional).
    • Click the Submit button to send your feedback along with the Thumbs Down reaction.

Providing feedback with thumbs up and thumbs down options after reviewing a sentiment analysis entry

Note: Users can update their feedback at any time, but only the latest feedback is recorded.

Ways to Access Gainsight's AI Agent in Slack

Gainsight's AI Agent in Slack provides multiple ways to access its features, ensuring flexibility and convenience for both individual and team interactions. Whether you are collaborating in a channel or exploring insights privately, the app fits seamlessly into your workflow.

Here are the ways to access Gainsight's AI Agent in Slack:

Access Gainsight's AI Agent Directly

You can use Gainsight's AI Agent for direct interactions.

To access Gainsight's AI Agent directly:

  1. Open the Gainsight app in Slack.
  2. Use the suggested prompts or type your own queries to retrieve the information you need.
  3. Use conversational queries to retrieve insights, like:
  • Provide a summary of recent interactions with [Company Name].
  • What’s the ARR for [Company Name].

Gainsight app open in Slack for direct interaction

Access Gainsight's AI Agent in Direct Messages with Another User

Direct messages with the app in a side pane acts as your companion, enabling you to access insights and answer questions in real time. It helps you gather additional information while conversing with another user, enhancing your interaction with valuable context.

To access Gainsight's AI Agent in direct message:

  1. Open the chat with the person where you want to use Gainsight's AI Agent in Slack.
  2. Navigate to the top icon of the Gainsight app in Slack.
    Note:
  • Click on the Clock icon to view the history of interactions.
    • Use the + icon to open a new chat window, which appears as a side pane on the right.
  1. The side pane acts as your companion, allowing you to interact with the app while multitasking.
    Note: Resize or adjust the pane as per your workspace preferences.

Conversation in Slack showing the Gainsight app in a direct message

Examples:

  • What are the risks associated with [Company Name]?
  • For my upcoming EBR, provide a brief summary of key strategic priorities for [Company Name] and progress towards them.

Access Gainsight's AI Agent in Channels

Using Gainsight's AI Agent in Slack channels allows teams to collaborate effectively by sharing insights and discussing customer data in real time. This approach ensures transparency and teamwork across shared workspaces.

To access Gainsight's AI Agent in Slack channels:

  1. Mention the bot by typing @Gainsight in a channel.
  2. Ask your query directly in the channel. 
  3. Once your query is submitted, the app acknowledges it with the eyes emoji (πŸ‘€), indicating that your request is being processed.
  4. The app responds in a thread linked to your message.
    Note: Channel-level settings do not apply to the app.

Gainsight app mentioned in a Slack channel conversation

Suggested Prompts in Gainsight's AI Agent in Slack 

Gainsight's AI Agent in Slack provides four out-of-the-box prompts to help users quickly access relevant insights and data.

Available Prompts:

  • Expansion discussions in the last 6 months: Use this prompt to review recent discussions related to customer expansion opportunities.

  • Potential customer advocates: Identify customers who can act as advocates based on their engagement and success metrics.
  • Customer renewals in the next Quarter: Get a list of customers with renewals due in the upcoming quarter for better planning and action.
  • Tips for an EBR, including agenda and template: Receive suggestions for creating effective Executive Business Reviews (EBRs) along with templates and agendas.

Portfolio Recognition

Gainsight supports portfolio-based queries that allow you to retrieve insights specific to the companies assigned to you, based on the filters configured in Gainsight Home. CSMs, CAMs, and other users with assigned portfolios often ask questions related to their accounts, and this enhancement makes it easier to get relevant answers.

  • Automatic Portfolio Recognition: Identifies a user’s portfolio based on the filters configured in Gainsight Home. The current filters defined in Home are treated as the user’s portfolio. This gives both admins and end users the flexibility to customize their portfolios.
  • For more information on how to set up filters in Gainsight Home, refer to the Personalize Gainsight Home section in the Gainsight Home for CSMs article.
  • Targeted Search: When you ask for questions about your portfolio, the appropriate filters are automatically applied to your queries.
  • Guided Setup: If no filters are configured for a user in Gainsight Home, prompt them to either search across all companies or update their filters to define a portfolio.
    Note: If you recently updated or reset your filters in Gainsight Home, start a new query in the app to ensure the latest filters are applied.

Limitations

  • Gainsight's AI Agent in Slack does not support processing files.
  • Tables are displayed in ASCII format, which uses plain text to represent table data. 
  • Hyperlinks in ASCII tables are functional but may not be clearly visible, as they don’t include formatting options like color changes, underlining, and more.

Gainsight's AI Agent in Slack versus Gainsight Sally in Slack

Here is the difference between Gainsight's AI Agent in Slack and Gainsight Sally in Slack:

Feature Gainsight's AI Agent in Slack Gainsight Sally
Primary Function Provides context-rich, AI-powered insights from customer timeline data, CS best practices, and Gainsight product documentation. Handles basic company and relationship queries.
Core Capabilities Insights for individual customers or portfolios. CSM details, health scores, recent timeline activities.
Key Strengths Ideal for advanced data exploration and decision-making. Efficient for notifications and action tasks.
Communication Options Supports communication in DMs, channels, and the side pane as a companion. Supports communication in direct messages (DMs) and channels.
Conversation History Provides easy access to full conversation history. Requires scrolling to view past conversations.
Notifications Not supported. Supports CTAs and task notifications.
Actions Does not support action creation. Allows creation of CTAs and timeline activities. You can also follow or unfollow a company or relationship directly from the app.
Platform Support Not yet supported in Microsoft Teams. Supported in Microsoft teams.
Channel Settings No channel-level settings available. Supports channel-level settings to control app access.

Important Tips for Using Gainsight's AI Agent in Slack

  • Stay Updated: Enable Slack notifications to get instant updates when the app responds.
  • Revisit Past Conversations: Use the History Tab to review previous interactions. 

Business Use Cases for Gainsight's AI Agent in Slack

Gainsight's AI Agent in Slack provides real-time customer insights, helping teams retrieve key metrics, summarize interactions, identify risks, and prepare for meetings all within Slack. It supports a wide range of persona-based prompts and use cases.

To know more about different persona related use cases and prompts, refer to the Sample Use Cases and Queries by Persona for Gainsight AI Agent article.