Gainsight CS Release Notes - May 2025 Pulse Edition

Introducing Copilot: Your Conversational AI Assistant

Gainisight is pleased to announce the release of Copilot, an AI-powered conversational assistant that’s here to transform the way Customer Success teams interact with data. Copilot taps into both unstructured data in the company and Global Timeline and structured data from company records to give you fast, context-based answers to a variety of questions about your customers. In addition to this, Copilot can answer questions on CS best-practices, draft emails, meetings prep and other such content, and can also look at Gainsight CS product documentation to answer product-specific questions.

Whether you are looking to prepare for an upcoming meeting, looking for recent customer risks or priorities, or want CS best practices, Copilot can help. You can ask for specific information about one or more customers, without the need to navigate across multiple data sources.

Key Benefits

• Context-Aware Insights: Uses historical data to analyze customer interactions, health trends, and risks.
• Follow-Up Support: Enables follow-up questions within the same conversation.
• Portfolio-Specific Assistance: Applies Gainsight Home filters to return insights for assigned portfolios.
• Simplified Data Access: Queries both structured (Company) and unstructured (Timeline) data sources.
• Combined Queries: Supports questions that involve both Company and Timeline data.

What can you ask Copilot?

You can ask a range of questions to Copilot. Here are some examples:

• Summarize recent conversations or retrieve key metrics, such as health score, ARR, and renewal date for a specific customer.
• Identify risks, trends, or success patterns across multiple customers or portfolios.
• Ask about Customer Success best practices or Gainsight CS product functionality.

Note: You can also ask questions about your portfolio. Copilot uses the filters applied in your Gainsight Home and treats them as your portfolio context when generating responses.

For more information, refer to the following resources:

• Copilot Overview
• FAQs for Copilot
• Sample Use Cases and Queries for Copilot by Persona

IMPORTANT: Copilot is available at no additional cost. The feature is enabled and managed by your Gainsight Admin. Once enabled, CSMs can access Copilot. Documentation is available to guide Admins through setup and enablement.

Gainsight's AI Agent in Slack

Gainsight is thrilled to introduce Gainsight's AI Agent in Slack - an AI-powered assistant that enhances Customer Success (CS) operations by integrating critical customer insights directly into Slack. This feature enables teams to access structured customer data and unstructured conversational data seamlessly, minimizing the need to switch between platforms. 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.

Key Capabilities

With Gainsight’s AI Agent in Slack, users can:

• Ask contextual questions about accounts, portfolios, and customer metrics.
• Summarize timeline entries, health scores, and renewal data.
• Get strategic guidance on CS topics such as executive business review (EBR), onboarding, and risk management.
• Search Gainsight CS product documentation.
• Collaborate in Slack DMs and channels.
• Access predefined prompts for expansion, renewals, and customer advocacy.
• View past conversations using the History tab.
• Provide feedback on AI responses using thumbs-up or thumbs-down interactions.

Note:

• Channel-level settings are not supported. The Gainsight AI Agent can be added to any Slack channel, including external channels.
• The AI Agent is not  available in the Slack Marketplace. It must be installed only through Gainsight.
• The AI Agent supports Timeline-based queries only, and requires emails to be logged as Timeline entries to appear.
• The AI Agent supports English language responses only.

For more information, refer to the following resources:

• Admin Guide for Gainsight AI Agent
• End User Guide for Gainsight AI Agent
• FAQs for Gainsight AI Agent
• Sample Use Cases and Queries by Persona for Gainsight AI Agent

IMPORTANT: Gainsight’s AI Agent in Slack is available at no additional cost as part of your existing subscription. The feature is enabled and managed by your Gainsight Admin. Once enabled, CSMs can access the AI Agent in Slack and begin seeing its impact directly. Documentation is available to guide Admins through setup and enablement.

Slack Admin assistance may be required during initial setup, depending on your organization's Slack workspace configuration.

Group Send for CSMs to Send Bulk Emails to Customer Contacts

Gainsight is excited to introduce Group Send, a powerful new feature available exclusively in the new Gainsight Home. Group Send enables Customer Success Managers (CSMs) to create People Lists and send targeted, one-time emails, without relying on Journey Orchestrator (JO) or admin workflows.

To enable Group Send for CSMs, Admins must enable the People widget, assign permission bundles, and configure email settings. For more information on admin configuration, refer to the Group Send Admin Guide article.

Key Capabilities

Using Group Send, CSMs can efficiently complete the following tasks:

• Create and manage People Lists (Static and Dynamic)
• Send bulk emails to up to 2,000 recipients per email
• Log emails to Timeline and track engagement
• Access sent emails using Email Manager
• Recall emails within two minutes
• Create and share personal email templates
• Track email engagement metrics such as open rate, click, bounce, and failure counts

For more information, refer to the Group Send User Guide article.

Note:

• Group Send is available only in the new Gainsight Home and is not supported in the old version.
• Existing Email Assist in Cockpit, Timeline, and P360 remains unaffected by this enhancement.
• Group Send is not supported for CSMs using the Company Team or Relationship Team filter on GS Home.
• Group Send is not a replacement for Journey Orchestrator. It is ideal for CSMs to communicate with mid or low-touch customers.
• Group Send is not available for CSMs using Mailgun as their email provider until the July 2025 Release.

For more information, refer to the following resources:

• Group Send Objects
• Design Email Templates for Group Send
• Group Send FAQs
   

IMPORTANT: Group Send is available for all CS users with a full license. The feature is enabled and managed by your Gainsight Admin, while CSMs can personalize it from the new Gainsight Home.

User permissions define what actions a CSMs can take within the layouts. Reach out to your Gainsight Admin for more details.

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