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Gainsight NXT Release Notes 6.33 July 2022

Gainsight Release Notes Version 6.33 contains the following subsections:

  1. Announcements: Describes important changes to the application that are implemented now or will be in the near future.
  2. Enhancements (per module): Describes improvements made in the existing product capabilities.


  • From V6.25 release, a few changes have been implemented in the Release Notes structure. The modules are now categorized based on the following four product areas: Customer Success (CS)Customer Experience (CX)Revenue Optimization (RO), and Platform. The information/modules in each category is/are in alphabetical order. This is to ensure that the information in the release notes is more organized and easily searchable/consumable by our customers.
  • The GIFs in this document are in playable mode. Now you can play, pause, replay or stop the GIFs in this document. You can also click the Enter Full Screen icon on the play-bar to expand it for better readability. Refer to the following image.
  • 1._community_logo.png : This symbol indicates that an enhancement originated as a customer suggestion on the Gainsight Community.
  • Horizon Image.png : This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
  • Auto.png :  This symbol indicates that an enhancement is auto-updated. CSMs/Admins can view the features/enhancements without any manual effort.
  • manual.png : This symbol indicates that an enhancement can be viewed only after the admin configures it in the product and makes it available for the end-users/CSMs.

Summary List / Quick View

Type List of Enhancements/New Features
Manual Upgrade
Automatic Upgrade 
NXT only
SFDC only None
Enhancement/s with IMPORTANT note
Beta Programs (Coming soon)
  • Unification
  • C360 [Beta phase continues]
  • Horizon Success Snapshots
  • Product Requests - Gainsight Integration with Product Board 
  • Success Plan > Comment in success plans (NXT)


Gainsight Assist

Gainsight App for Zoom

IMPORTANT: Gainsight App for Zoom which is available to our US Customers, is now also available to our EU Customers.

Gainsight App for Zoom is now available for our EU customers. Users will be able to access their Gainsight Customer 360, Timeline, People and Customer Journey features directly within Zoom, surfacing critical insights and enabling note-taking in real-time while on customer calls. 

For more information refer to the following articles:

User Management

Manage Company Data Access Through Teams

The Teams feature allows admins to control which users have access to a company's data. For more information, refer to the Manage Company Data Access Through Teams section.


New X-Org Experience

Gainsight has redesigned X-Org to simplify and improve the user experience while migrating assets between the tenants. For more information, refer to the New X-Org Experience section.

Journey Orchestrator

Auto.png Simple Programs

Gainsight introduces the Simple Program feature which is used to design journeys with a single predefined source, such as a CSV file, Segment, Data Designer, or Event.

Simple Program offers a single action type CTAs and Email. This takes minimum preparation and allows customers to automate their tasks for better customer experience.

For more information, refer to the Introducing Simple Programs in Journey Orchestrator section in this release notes.


Auto.png New and Enhanced Sally Bot Logo

The enhanced logo of Gainsight Sally bot is now available in the Gainsight mobile app, Slack, and Microsoft Teams. The new logo is designed keeping the modern Artificial Intelligence visual language and aesthetics in mind. It is more dynamic than the prior version and responds to users’ queries with various animation sequences.

Rules Engine

Auto.png Combined Load to Company Person and Relationship Person into Load to People Action

IMPORTANT: This enhancement will be implemented gradually across all the tenants after the July release. We will inform the respective admins before this is implemented.

The Load to Company Person and Load to Relationship Person actions are now combined as Load to People. The Load To People action enables you to load data into the Person, Company Person, and Relationship Person objects.

Application Settings

Auto.png Simplified Application Settings Page

Admins can now configure application details and fiscal year in the separate tabs. For more information, refer to the Application Settings article.


Customer Success

Gainsight CS makes customers your best growth engine. Get a comprehensive view of your customers, understand trends and risks, and empower your team to scale with proven actions that deliver outcomes.

Adoption Explorer

Click here to expand for more information on Adoption Explorer
Adoption Explorer (AE) helps manage your customer’s usage data in the Gainsight environment, and surfaces the most relevant view of usage data across your customer base.
AE offers powerful segmentation capabilities to manage multiple product lines, more robust control of aggregations and calculations, and re-imagined visualizations to surface deep insights.
Customer’s usage data at Company and/or Person level can be stored with their entitlements on a daily and weekly level. Using the ingested data, admins can define new derived fields without the need of a Rules Engine.
Auto.png Preview Data During Source Configuration 

While ingesting data into Adoption Explorer, admins now have the ability to view live data for the selected fields. Previewing the actual data from the source ensures that the right fields are selected for the data ingestion. For more information on the the Preview feature, refer to the Configure Adoption Explorer Objects article.

IMPORTANT: The Preview feature will be available on August 29, 2022.

Email Assist

Click here to expand for more information on Email Assist
Email Task and Send Email features in Email Assist help CSMs send personalized emails directly to contacts from the Cockpit and Timeline. CSMs can send an email directly from Cockpit using templates created by their Admin, and from Timeline to share activity details. These options help users save time and standardize their customer communications.
Auto.png Email Templates Version Selection in Send Email Option in Cockpit  

Send Email option in Cockpit now supports selection of a version of email template. CSMs can select the applicable version of Email Template based on the required context.

Business Use Case: If a CSM wants to send an email in multiple languages, admins can create versions of the email template (in each language) and CSM can then select the applicable  one when drafting the email through the Send Email option in Cockpit.

Note: The Email Template version can only be selected from the Send Email option in Cockpit currently, and not as part of Playbooks and Gainsight Assist plugins.

For more information on how to use multi-version email templates, refer to the Send Emails From Cockpit article.

Auto.png Tabular Reports in Email Assist 2.0

Email Assist 2.0 and Email Templates now support tabular reports. Admins can configure tabular reports using the report tokens while creating Email Templates. Furthermore, CSMs can add tabular reports using the report tokens while sending emails from Cockpit.

For more information on how to add Tabular Reports, refer to the Send Emails from Cockpit article.

Horizon Analytics

Click here to expand for more information on Horizon Analytics

As a company, you have plenty of customer data available, but the meaningful insights on these may be hard to find. You may have many teams that touch a customer, but no means to coordinate their actions.

Gainsight accumulates and turns disparate customer data from multiple sources into a single source of truth. Review the Customer data-driven insights and deploy actions that drive business outcomes for your clients.

Gainsight’s Horizon Analytics [Reports and Dashboards] are the reporting tools that power your business intelligence. They comprise several features that allow you to make the most of your data to generate business insights for your organization. 

manual.png Self-Service Analytics
IMPORTANT: This feature will be rolled out in a phased manner. Admins will receive a heads-up email containing the date on which this feature will be enabled for them. In-app engagements will be available at the time of activation. The time frame is as follows:
  • Phase I (for all EU customers): Aug 1-5, 2022
  • Phase II: Aug 8-12, 2022
  • Phase III: Aug 16-19, 2022

Admins can now allow non-admin users to create, edit, and share reports. These actions can be performed only on the data objects to which the CSMs are granted access. Admins need to assign Report Builder Admin or Report Builder User roles by navigating to Administration > Users and Permissions > Permissions Bundles > Analytics Permissions. They can enable users to create dashboards using reports by assigning the Dashboard Builder roles from the same page. The access permissions associated with each of these roles is as follows: 

  • Report Builder User: Create, edit and share reports on the objects assigned to them by their admins. 
  • Dashboard Builder User: Create private dashboards using reports. The dashboard can be shared with other users individually but cannot be made public.
  • Report Builder Admin: Access to all reports and the Settings tab in Reports. They can also view the Report List page as other users. The preferred user can be selected from the Viewing As dropdown on the list view page
  • Dashboard Builder Admin: Create and assign dashboards. They can also make the dashboards public.

Once the user roles are assigned, admins need to assign objects to users by navigating to Analytics > Reports Settings.

 For more information refer to the Configure Self-Service Analytics article.

The My Portfolio widget is now available on Dashboards. This widget helps CSMs manage their accounts by listing all the Companies and Relationships at one place. CSMs have the option to edit Company and Relationship attributes inlineor  edit in bulk using the Mass Edit option. 

Admins need to select the My Portfolio widget from the Standard Widgets section and add it to the layout while creating dashboards. They have the option to show or hide the Company and Relationship tabs for end-users. This widget is also available while creating global filters for Dashboard.


Click here to expand for more information on Sally.

Powered by AI, Sally makes rich Gainsight data easily accessible through simple conversation. Not only can Sally provide answers to a diverse set of questions about your customers, Sally can also update customer data, provide information on health scoring, current risks, and opportunities. Your company can quickly collaborate on the latest customer intelligence to more rapidly deliver customer outcomes across all parts of your organization. 

Auto.png Receive Personalized Notifications in Microsoft Teams 

Gainsight Sally in Microsoft Teams now sends you personalized notifications. These help to keep you informed on CTAs, Tasks, and upcoming renewals. 

Sally sends the following notifications in a targeted and proactive manner at regular intervals:

  • CTAs/Tasks Due Notification: These notifications consist of information related to CTAs/Tasks that are due today.
  • CTAs/Tasks Overdue Notification: These notifications consist of information related to CTAs/Tasks that are overdue.
  • Upcoming Renewals: These notifications remind the users about customer renewals due in the next 90 days.

6.33 Personalized Notifications.jpg


  • You must be an active licensed Gainsight user to receive these notifications.
  • You must follow a Company to receive notifications related to it.

For more information on personalized notifications in Microsoft Teams, refer to the Gainsight Notifications in Microsoft Teams article.


Click here to expand for more information on Timeline

Timeline is the official record of your customers. It allows you to log information regarding customer interactions in a way that enables you to quickly gather insights and drive action. The Timeline View in the Customer or Relationship 360 allows you to log and view activities that help you track customer interactions over the course of a customer’s life-cycle. You can share the updated 10-min. training on Timeline with your Gainsight end users!

manual.png community.pngTimeline APIs

The Timeline APIs help you to create, update, and delete Timeline Activities in Gainsight. The following APIs are now available:

  • Single Activity Save: This is a POST method API and lets you save an Activity to Timeline.
  • Bulk Activity Save: This is a POST method API and lets you save multiple Activities to Timeline.
  • Get Status: This is a GET method API and helps you obtain the status of processed bulk records.
  • Update: This is a PUT method API and lets you update requested Activities. You can identify the records using ExternalId or ActivityId.
  • Delete: This is a DELETE method API and lets you delete Activities from Timeline.
  • Fetch Deleted:  This is a POST method API and helps you retrieve a list of deleted Activities in the specified time range.

For more information on Timeline APIs, refer to the Timeline APIs article.

Customer Experience (CX)

Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers.

CX Center

Click here to expand for more information on CX Center

Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability. 

IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, contact your Gainsight account manager. 

Auto.png Improved Sentiment Quality in CX Center

CX Center, powered by Horizon AI provides advanced analytics, including sentiment assessment. However, AI predictions are not usually 100 % accurate. Users can now override the inaccurate sentiments. This also acts as a continuous feedback to our Natural Language Processing (NLP) model to get trained and improve its accuracy. 

For more information on Sentiment Override, refer to the Sentiment Analysis Overview article.

Journey Orchestrator

Click here to expand for more information on Journey Orchestrator

Journey Orchestrator (JO) is your center for automated communications. It leverages the power of automation to make your job easier as you communicate with customers at scale. Gainsight enables customer success teams to launch automated emails based on customer attributes such as health score, product usage, survey results, and lifecycle stage. Through automation, you can scale customer touches and engage with a growing list of customers often and effectively. 

Note: Admins are invited to join live instructor-led training on Journey Orchestrator every six weeks! 

manual.png Introducing Simple Programs in Journey Orchestrator

Design journeys with a single predefined source (CSV, Segment, Data Designer, and Event) and single action type (E-mail and PX engagement) that requires little preparation to enable users to expand their customer experience through automation. 

For more information on Simple Programs, refer to the Journey Orchestrator's New List View article.

Auto.png Search and Filter Capabilities in Program and Schedule Tabs

Admins can now search for programs in the Schedule and Program tab using the respective name.The following filters are introduced to the Program and Schedule tab:

  • Status
  • Model
  • Type 
  • Source

For more information on Program search, refer to the Journey Orchestrator's New List View  article.

Auto.png Source Column Added in Program and Schedule Tabs 

A Source column is added to the Program tab which helps Admins view the source (Segment, CSV, Data Designer, Event, or Query builder) selected for the respective programs. Admins can also use this column to filter the Program tab or Schedule tab based on the source of the program.

For more information on Program Sources, refer to the Journey Orchestrator's New List View  article.

Auto.png Update Number of Rows in Email Body

Admins now have the ability to select the maximum number of rows (20, 50, or 100)  displayed in the email body of JO reports.
For more information on the above process, refer to the Email Reports through Simple Program  article.


Click here to expand for more information on Surveys

With Surveys, you can create highly customized surveys that capture customer insights and transform them into actionable next steps for your organization. You can easily create multi-page surveys with a variety of question types, including multiple choice, matrix, and a standard NPS® question type. Surveys give admins the ability to design and distribute surveys in Gainsight without a dependency on sites or features.

Auto.png Multiple CSAT Questions in Gainsight Surveys 

Admins can now create a single survey with multiple CSAT questions.

For more information, refer to the CSAT section in the Survey Design articles.

Revenue Optimization (RO)

Gainsight’s RO provides the tools to optimize revenue within your customer base, enabling your team with the insights and workflows needed to take a more programmatic approach to renewal and expansion opportunities.

Renewal Center

Click here to expand for more information on Renewal Center
Renewal Center helps Sales and Customer Success teams reduce churn, identify late renewals, and upsell existing accounts. By enriching Sales opportunities with Customer Success insights, Renewal Center enables teams to run their forecast reviews more effectively. The data science-based renewal likelihood score helps identify renewals most likely to churn based on customer health and engagement. Update forecasts and take immediate action so that your team can win every renewal on time.
Auto.png Simplification of Renewal Center Filters Configuration

Gainsight has enhanced the user experience for Renewal Center filters. This helps users to configure the filters effortlessly. All the applied filters are visible up front and can be modified easily. Users can also save the filters as views for quick access.

Auto.png Formula Fields in Renewal Center

Renewal Center now supports formula fields to provide admins the flexibility to make it easier for their CSMs to forecast. This enhancement eliminates the necessity of managing more rules, and helps to view the updates in real-time.

Business Use Case: If a CSM wants to forecast churn, admin can create a formula field for Renewals Forecast (Renewals Due - Churn). CSM needs to update only the churn values, and the Renewals Forecast field will be calculated in real-time.

Note: Formula field support also extends to Salesforce synced GS orgs. Any update in the GS opportunity object will reflect in the Salesforce opportunity object.

RC Release Notes_Formula Fields.jpg


Click here to expand for more information on CSQL

With Customer Success Qualified Leads , you can unlock a new pipeline source, expand your portfolio and showcase how Customer Success can be a growth engine for your business. CSQL is a purpose-built lead creation tool for CSMs. The leads are automatically enriched with CS insights and delivered to sales in their CRM helping CSMs to showcase their impact to revenue.

manual.png Configure Email Notifications for Lead Creation and Lead Update

Users can now send email notifications that contain the new and updated lead details to the lead owner. Admins can enable the email notifications by navigating to Administration > Leads > Email Communication. Users can initiate automated emails when they create or update leads. Lead owners also receive an email notification when new leads are assigned to them.

For more information on how to configure email notifications, refer to the Configure Email Notifications section of the Configure Leads article.

Email Communication.png

Auto.png Authorize Salesforce Connection from the Lead Section

Users need to authorize their Salesforce connection as a mandatory step before creating leads. You can now authorize the connection from the Create Lead page without having to navigate to My Profile. Authorization is prompted when you click Create Lead. Select the Salesforce connection and provide your login credentials to complete the authorization process.

Note: The authorization step is applicable only for Logged-in users with the Sync with Salesforce option.



Gainsight’s Platform turns customer success into a significant competitive advantage for your company. Reflect the nuances of customer relationships, intuitively surface insights, and accelerate your efforts with built-in best practices.

Connectors 2.0

Click here to expand for more information on Connectors 2.0.

Connectors are integrations that are offered out-of-the-box so you can connect various data sources and sync their information to Gainsight.

Auto.png Execution Logs in Connectors

Admins can now view the detailed execution logs for each job run (manual or scheduled). This helps admins to figure out what went wrong and fix the connector job configuration appropriately. For more information on Execution Logs, refer to the Activity Page article.

Auto.png Added Cases Out Of the Box Job

For all new customers, Gainsight has now enabled the Cases Out of the Box (OOB) job for Salesforce, Zendesk, Freshdesk, and Servicenow connectors. This OOB job helps to sync the ticket information from the respective external applications. Customers need to schedule the Job to fetch the data at regular intervals.

Note: To support this OOB job, four new objects (Case, Case Associations, Case Level CTA, Case Organization Mapper) are added.

Data Designer

Click here to expand for more information on Data Designer
Data Designer makes it easier for you to discover richer, more meaningful insights from your customer data. It provides a simple, easy-to-use solution to merge and transform your data, then make it accessible across the Gainsight platform for further analysis and exploration.
Auto.png X-Org Support for Data Designer 

X-Org now supports Data Designer. X-Org helps to migrate configuration and assets from a source org to a target org. For example, migrate a custom object's Schema, Reports, Rules, Playbook and Data Design assets from a source org to a target org.

Auto.png New Formulas in Data Designer

Data Designer is a leader in data preparation and transformation in Gainsight. Keeping up with the trend Data Designer now introduces a list of new Data Preparation Formulas: 

  • Data Type Conversions
  • String Functions
    • Left Trim
    • Right Trim
    • Random Functions (Min Number, Max Number)

For more information on Data Design Formulas, refer to the Formula Fields in Data Designer article.

Data Management

Click here to expand for more information on Data Management

Gainsight Data Management supports an admin to create and manage Gainsight Objects directly from the Data Management page. As an analogy, a Gainsight Object and its field(s) can be thought of as a database table and its columns. Data Management can be accessed from Administration > Data Management

Horizon Image.png Auto.png Enhancements to Data Management 

With this release, Horizonized Data Operations (within Data Management) now has all the capabilities of the legacy experience.

IMPORTANT: The old Data Operations page will be deprecated on September 01, 2022, post which the Data Operations Permission Bundle will no longer be availaible.

Furthermore, Gainsight brings the following enhancements to Data Management:

  • The Data Operations tab is renamed as Data
  • The Company Merge functionality is now available in the Data tab under Data Management.
  • The Audit logs and Company Merge logs are now available in the Data Management > Activity tab and are renamed to Data Update and Company Merge History respectively. In addition to viewing and managing logs, you can also perform the following operations:  
    • Search for specific logs using different parameters.
    • Use the newly introduced filters to narrow down logs.
    • Export individual or all logs pertaining to Data Update logs
  • The Data Management and Data Operations Permission Bundles are now merged into one single bundle - Data Management.
  • A new Status API has been introduced that supports the Bulk API and helps monitor real time progress of the Bulk API job. 

For more information on Company Merge, the Activity tab, and Status API, refer to the Company MergeActivity, and Bulk Status API articles respectively.

Click here to expand for more information on Rules Engine

Rules Engine is the control room for business automation in Gainsight. Real-Time Rules allow you to take business automation to the next level by operating in near real-time. 

Real-Time Rules are triggered when an event occurs in the application as a result of internal or external activity. With Real-Time Rules, admins can take the right actions faster to drive greater efficiency in your Customer Success workflows.

Auto.png Cockpit Events in Real-Time Rules
IMPORTANT: This enhancement will be implemented gradually across all the tenants after the July release. If you want to activate this functionality for your tenant before that time, please reach out to the Gainsight support team.

Gainsight introduces Cockpit events in Real -Time Rules. When a CTA is created, updated, or deleted in Cockpit, it triggers an event in Real-Time Rules. This event executes the action configured on the respective Rule.

For more information, refer to the Events in Real-Time Rules article.

Gainsight Home

Click here to expand for more information on Gainsight Home

Gainsight Home is the one-stop workspace for CSMs designed to simplify your day-to-day customer success activities. The new Homepage provides you a centralized view of the insights and action items for your portfolio of customer accounts. This reduces the number of clicks to perform actions, eliminates the need to wait for pages to load and reduces switching between multiple browser tabs.

Admins can configure and publish Gainsight Home by navigating to the Administration > Gainsight Home. 

manual.png Lock or Unlock Widgets in Gainsight Home 

Admins can now lock or unlock the Gainsight Home widgets to restrict or allow CSMs to customize them respectively. CSMs cannot delete the locked widgets but they can resize and reorder the widgets. The locked widgets appear on the CSM’s Personalize Gainsight Home page with a lock icon along with a hover message stating - This widget has been locked by Admin.  
For more information, refer to the Lock or Unlock Widgets section in the Configure Gainsight Home article.

User Management

Click here to expand for more information on User Management

Admins can use this feature to manage Gainsight users and their allocated licenses and permissions. User Management can be accessed from Administration > Users and Permissions > User Management.

Auto.png Manage Company Data Access Through Teams

Gainsight introduces the Teams feature that allows admins to control which users have access to a company's data. For example, when admins assign users to a specific company in Teams, only those users will have access to that company's data.

For more information, refer to the Teams article.

Company Team — Mozilla Firefox 2022-06-16 at 11.49.30 AM.png

community.pngAuto.png User Management APIs

Admins can use these REST APIs to create users, update users, update user status, and fetch user status from Gainsight. For more information, refer to the User Management APIs  article.

X-Org Migration

Click here to expand for more information on X-Org Migration
X-Org helps you to migrate your Custom Object's schema, Reports, Rules, Playbook Assets, Data Spaces, and Reports from a source org to a target org.
Auto.png New X-Org Experience 

Gainsight has redesigned X-Org to simplify and improve the user experience while migrating assets between the tenants. We strongly recommend using the new X-Org version for migrating assets between orgs. You can find the new X-Org, under Administration > General > X-Org.

The following are the key features in the new X-Org:

  • Simplified the connection creation process to make it easier to connect tenants.
  • After adding an asset to a Bundle, the dependent assets are automatically added.
  • Re-use the existing migration to other orgs. For example, if you have migrated assets from Org A to Org B, then you can use the same migration from Org A to Org C.
  • Enhanced logs for viewing details for both successful and failure migration.

For more information on the new X-Org, refer to the Change Management and X-Org Migration articles.

IMPORTANT: This new version of X-Org will be rolled out in a phased manner to all the tenants. We will keep you informed through in-app engagement on the Old X-Org page, after the new version is enabled in your tenant.

After v6.33 release, both the old and new versions of X-Org will be available for the next six months. This will allow you to acclimate to the new version before the old version is archived.

Image 2022-06-16 at 9.52.45 AM.png

Unification (Beta)

Click here to expand for more information on Unification

The Unification feature helps you to unify the Company and Person data and create a unified record in Gainsight. 

Automatically Identify Duplicate Companies (Beta) 

As part of Gainsight’s Unification feature set, you can now automatically identify duplicate companies within your Gainsight instance and combine them into a single unified record. Gainsight will send emails to selected customers informing them of possible duplicate Company records in their tenant and suggesting that they be merged. For more information, refer to the Unification Overview article.

unification RN image.png

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight NXT Release Process [2022] article.