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Gainsight Inc.

Gainsight CS Release Notes July 2025

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This article lists all of the announcements and enhancements from the July, 2025 Customer Success (CS) product release.

This document has undergone changes since the first published date. Refer to the Revised Sections table for more information.

Revised Section

Section Name Revision Date
Sally (Retirement of Sally within Gainsight CS) Aug 12, 2025

Gainsight Release Notes Version 6.46 contains the following subsections:

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

Icon Glossary For Release Notes

Click here for more information on icons used in the Release Notes
Titles Descriptions
Automatic Update
 End users have access to the enhancement without Admin configuration.
Admin Controlled
 Enhancement can be viewed only after the admin configures it in the product and makes it available for end users
Horizon Experience
 This symbol indicates that the enhancement was made as part of the Horizon Experience (H) project.
Gainsight Community
 This symbol indicates that the enhancement originated as a customer suggestion from Gainsight Community.
AI Update
 The feature or content within the feature has been generated using Gainsight AI.

Quick View

Type

 List of Enhancements / New Features
Announcements
New Feature
Admin-controlled Update
Automatic Update

Announcements

Gainsight AI

Simplified AI Settings and Sally Navigation

Admin Controlled

We’ve introduced a centralized AI Settings option under Administration for Gainsight admins to manage and configure all AI features, including Slack setup, at one place. This enhancement simplifies the setup process, and ensures consistent configuration by consolidating all relevant items.

Key Enhancements

  • Introduced a new AI Settings page that consolidates all AI toggle controls for easier access and management.
  • Renamed and reorganized navigation items for Sally:
    • Slack is now Gainsight in Slack
    • MS Teams is now Gainsight in MS Teams
  • Relocated all Sally navigation child items under the Gainsight AI section in Administration.
  • Updated navigation names now appear in permission bundles for both Full-License users and custom bundles.
  • When admins search for Sally, Gainsight in Slack, Gainsight in MS Teams, and Quick Insights now appear in the results, making it easier to locate the updated settings.
  • Once the Gainsight AI Agent in Slack toggle is enabled and saved, a Set up Slack button appears on the AI Settings page. This allows admins to now quickly navigate to the Slack configuration page in the same tab. 

To configure Sally or Gainsight’s AI Agent in Slack, navigate to Administration > Gainsight AI > Gainsight in Slack.

Current Experience:

The image below displays the current UI of Gainsight AI and Sally Settings.

Gainsight AI settings page with enabled AI features and navigation menu highlighting Gainsight AI and Slack.

New Experience:

The image below displays the new UI of Gainsight AI with the AI Settings page.

Gainsight AI settings with toggles for Copilot, Cheat Sheet, Follow-Up, and Slack Agent; Gainsight AI menu expanded

Current Experience:

The image below displays the current UI with only Gainsight's AI Agent in Slack toggle. 

Slack Agent enabled in Gainsight AI settings with a description of real-time data access

New Experience: 

The image below displays the new UI with the Set up Slack button when Gainsight's AI Agent in Slack toggle is on.

Slack Agent toggle enabled with a visible Set up Slack button for connecting Gainsight to Slack.

AI Bot

Retirement of Sally within Gainsight CS

Automatic Update
AI Update

With the launch of our Gainsight AI agent in Slack and Gainsight Copilot capabilities, Gainsight is retiring Sally within Gainsight CS with the release on November 12, 2025. This change better aligns our functionality with our AI strategy, and offers a better user experience in Gainsight. Our Gainsight Sally bot in Slack and MS Teams will not be affected at this time.

For more information on Retirement of Sally within Gainsight CS, refer to the Gainsight CS Release Notes April 2025. 

Rules Engine

On-Demand Execution Logs Downloads for Scheduled Rule Runs

Automatic Update
IMPORTANT: The On-Demand Execution Logs Downloads for Scheduled Rule Runs feature will be available in the upcoming Release from October 2025.

To enhance performance and provide more control, Gainsight is updating how output files are handled for scheduled rule executions in Rules Engine.

What’s Changing:

  • Manual rule runs will continue to generate and store CSV files automatically.
  • For scheduled rule runs, Gainsight will provide a new Fetch CSV option in the UI.
  • Click the Fetch CSV button to generate and download the CSVs.
  • This allows users to download rule outputs on demand for a selected date range, only when needed.

This enhancement helps improve rules processing efficiency, especially in high-volume environments, while giving users flexibility to access data exports when required.

New Feature

Connectors 2.0

New Connector: SAP Datasphere Integration Now Available

Admin Controlled

Gainsight introduces a new SAP Datasphere connector, expanding data integration capabilities. This connector enables secure data exchange between Datasphere and Gainsight, delivering deeper insights and enhanced automation flexibility.

SAP Datasphere Connector Overview:

  • Connection Setup: Admins can configure the connection directly from the Connectors 2.0 page by providing:
    • Host 
    • Schema name
    • User name
    • Password 
  • Data Ingestion: Admins can create jobs to ingest data within Gainsight by using:
    • Schedule incremental extracts of Datasphere tables or views from within Connectors.
    • Use Rules Engine to select SAP Datasphere as a source and apply 
      • Filters 
      • Joins 
      • Transformations

For more information on SAP Datasphere, refer to the SAP Datasphere Connector article.

  • Data Push (Writeback Support): Gainsight now supports pushing data back into SAP Datasphere using Load to Datasphere.
    • Schedule and map Gainsight objects such as Health Score, Usage Metrics, and CTAs to SAP targets.

 For more information on how to write back data, refer to the Load to SAP Datasphere Action Type article.

Connection form for SAP Datasphere showing inputs for connection name, database host, schema name, username, and password

Enhancements

Customer Success (CS)

Manage Shared Content with Attachments
Admin Controlled
Gainsight Community

IMPORTANT: The feature will be deployed in phases beginning August 04, 2025 through the end of September, 2025. An in-app notification will alert you once the feature is live in your instance. At that point, all existing attachments will have been successfully transitioned over. 

Admins will need to add the Attachments section to the C360 layout for the Attachments tab to be visible to end users post the rollout.

Gainsight introduces the Attachments functionality to simplify how you manage files and links. A dedicated Attachments tab is now available across C360, R360, and the Sidebar, allowing you to manage shared content in one centralized location. This feature enhances visibility and control over all shared content within the customer success workflow.

Key Capabilities

  • Full Lifecycle File Management: Upload (up to five attachments at a time), download, edit, delete, and tag files or links directly from the Attachments tab.
  • Broad File Format Support: Attach a variety of file types, including documents, images, audio, video, and emails.
  • Organize with Tags: Add up to 10 tags per file or link for easier organization and search.
  • Seamless Workflow: Background uploads and automatic draft saving ensure uninterrupted workflow.
  • Permission-Based Editing: Only the original author or end users with applicable permissions can edit or delete Timeline attachments.
  • Easy Recovery: Restore deleted attachments from the recycle bin. 

C360 screen showing attachments tab and option to create new attachments

Key Benefits

  • Consolidates all shared documents and links in one place, reducing dependency on Timeline entries for retrieval.
  • Makes it easier to locate attachments with tagging and structured organization.
  • Allows manual upload of documents shared using non-email channels, ensuring no critical content is missed.
  • Attachments are linked to specific C360, R360, or Sidebar records, making them easier to manage within the right customer context.

Note

  • Attachments are enabled only when a company or relationship is associated with the Timeline activity.
  • Files added using Zoom or links in shared Timeline emails are not supported.

For more information on Attachments, refer to the Attachments for End Users article.

IMPORTANT: Anyone with access to the C360 page can view the attachment list. The feature is enabled and managed by your Gainsight admin. User permissions define what actions a CSMs can take within the layouts. Reach out to your Gainsight Admin for more details.

Company Hierarchy Rollup View in C360
Admin Controlled

Gainsight introduces enhanced visibility and cross-entity collaboration with the new Company Hierarchy View, now available across Timeline, Cockpit, and Success Plans. This functionality allows you to view and interact with data from child companies directly within the parent account, providing a comprehensive, unified view of enterprise customer structures.

Key Capabilities

  • Hierarchical 360 Access: Admins can activate Company Hierarchy View from 360 Layout, allowing users to view child company records from the parent account.
    Enable Company Hierarchy View with cockpit, success plans, timeline and person toggle

  • Configurable Feature Scope: Admins can selectively enable hierarchy views for Timeline, Cockpit, and Success Plans, offering flexibility based on business needs.
  • User-Controlled Filters: Users can filter which child company data to view within the hierarchy using the Filter Company Hierarchy option.
    Option to filter Timeline entries by company hierarchy in the C360 layout, enabling focused view based on organizational structure
  • Consistent Functionality: All Timeline, Cockpit, and Success Plan entries from child companies behave like standard records, including sorting by creation date.
  • Cross-Company People Tagging: Users can tag participants from across the company records (example: board members from a different region) in Timeline, Cockpit, and Success Plans using the new Person toggle in Enable Company Hierarchy View.
  • Contextual People Details: External attendees now display their company name in the overview section for added clarity.

Note: Cross-company people tagging and search require the Enable Company Hierarchy View toggle to be active. These options are available in Timeline, Cockpit and Success Plans. 

For more information admin configuration for company hierarchy rollup view and manage cross-company people tagging, refer to the Configure Company Hierarchy Rollup View article.

Key Benefits

  • Gain full visibility into child company activities directly from the parent account, reducing navigation and context-switching.
  • Tag and track participants across different entities to reflect real-world collaboration and stakeholder involvement.
  • Admins can tailor hierarchy visibility for Timeline, Cockpit, and Success Plans, aligning with organizational workflows.
  • Filter and explore child company records quickly with intuitive hierarchy filters.
  • View company names for external participants, helping identify cross-org involvement easily.

For more information on using the Filter Company Hierarchy option, refer to the Company Hierarchy Rollup View article.

IMPORTANT: Company Hierarchy View in C360 is available for all CS users, enabled and managed by your Gainsight Admin. User permissions define what actions a CSMs can take within the layouts. Reach out to your Gainsight Admin for more details.

AI Bot

Channel-Level Settings for Gainsight's AI Agent in Slack
Admin Controlled
Gainsight Community
We’ve introduced channel-level settings for Gainsight's AI Agent in Slack, providing Slack admins precise control over where the AI Agent can be used. These controls support your organization’s security and compliance requirements across workspaces.

Key Enhancements

  • Admins can block Gainsight’s AI Agent in specific Slack channel types, including public, external, and selected specific channels identified by naming prefixes or suffixes.
  • When a user attempts to invoke the AI Agent in a restricted Slack channel, a threaded message appears to notify all channel members.
  • Admins can enable a warning message toggle that alerts users when they interact with Gainsight’s AI Agent in restricted channels. Warning messages can be configured for specific channel types: public, external, or all channels (including public and private).
  • Users can choose to receive Gainsight’s AI Agent response in a direct message or in the original channel, depending on the warning configuration.
  • Channel-level settings for Sally and Gainsight’s AI Agent in Slack are independent and managed separately.
  • By default, no channel restrictions are applied to Gainsight’s AI Agent in Slack. To enable channel-level settings, admins must reauthorize the Slack workspace and configure the restrictions accordingly.

Cockpit

[Know More]
Enhanced CTA Creation Flow
Admin Controlled
Gainsight Community

Admins can customize how CTA fields appear on the creation page, giving teams more control over the user experience for CSMs.

Key Enhancement: Admins can choose to display all CTA fields upfront on the creation page or retain the existing flow with fields under Add more details.

Success Plan Specific CTA Types
Admin Controlled

Admins can now restrict certain CTA types such as Risk or Objective to be created only within a success plan. This ensures critical CTAs are always created in the right strategic context.

Key Enhancements

  • Define specific CTA types as exclusive to success plans.
  • Prevent creation of plan-specific CTA types outside the Success Plan module.

IMPORTANT: Gainsight’s Cockpit enhancements are included at no additional cost. To access them, your admin must configure the settings. Once configured, CSMs can start using the enhanced CTA workflows.

For more information on the new enhancements, refer to the following articles:

 

Customer Goals

[Know More]
Create Goal Types with Relevant Metrics
Admin Controlled

Gainsight has introduced a new capability that allows admins to define Goal Types and associate specific metrics with each type. Admins can define goal types and associate relevant metrics that helps CSMs focus only on metrics applicable to each goal type during goal creation.

Key Enhancements

  • Define multiple goal types and assign relevant metrics to each type.
  • Shows only the metrics tied to the selected goal type when users create goals in the Goal Library.
  • Improve consistency in how goals are structured across different use cases.
  • Enhance efficiency for admins during setup and CSMs during goal creation.
  • Personalize the goal library experience by showing only the most relevant options.
Relationship-Based Goal Filtering
Admin Controlled

Users can now benefit from relationship-based filtering in the Goal Library. When importing goals, they see only those relevant to the selected relationship context, such as account type or ownership. This streamlines goal selection and helps users quickly identify the most appropriate goals.

Key Enhancements

  • Filter the goal list based on attributes associated with the selected relationship.
  • Display only goals that match the selected customer profile.
  • Allow admins to configure filtering rules in the Goal Library for different teams.
Bulk Upload for Goals and Metrics
Admin Controlled

Gainsight has introduced new bulk upload capabilities, enabling admins to import both goals and metrics through CSV files. These enhancements are designed to minimize manual effort, improve data accuracy, and streamline performance tracking. Admins can now also create metrics directly at the goal level during upload.

Key Enhancements

  • Upload goals and metrics in bulk using CSV files.
  • Create goal-specific metrics during bulk upload.
  • Supports Date (yyyy-MM-dd) and DateTime (yyyy-MM-dd HH:mm:ss) formats.
  • Execution History provides clear success or failure visibility.
  • Failed entries can be fixed and re-uploaded independently.
  • Download success and failure reports to assist troubleshooting.
Apply Success Plan Templates on Goal Import
Admin Controlled

When importing goals from the Goal Library, CSMs can now automatically apply predefined Success Plan templates. This ensures a consistent starting structure across accounts and helps new or pooled CSMs follow standardized processes with ease.

Key Enhancements

  • Automatically link Success Plans when goals are imported from the Goal Library.
  • Ensure a consistent starting structure for imported goals.
  • Guide CSMs with standardized workflows across accounts.
Goal-Level Metrics and Associated Work
Admin Controlled

Admins can now configure whether goal metrics and associated work (such as CTAs and Success Plans) are assigned at the goal level (account-specific) or the goal type level (template-based). This enhancement enables CSMs to engage with outcome-specific tasks tailored to each account, while maintaining consistency through reusable templates.

Key Enhancement: CSMs see and apply only those metrics configured for them at the goal level, whether directly assigned or inherited from goal type templates.

Settings tab with the option to enable metrics and associated work at the goal level selected for goal configuration

IMPORTANT: Gainsight’s Customer Goals enhancements are included at no additional cost. To access them, your admin must enable the features. Once enabled, CSMs can begin using the new capabilities.

For more information on the Customer Goals enhancements, refer to the following articles:

Email Assist

[Know More]
Group Send Email Template Enhancements
Automatic Update

Gainsight is excited to introduce enhancements to the user experience for CSMs when managing and sending email templates using Group Send.

Key Enhancements

  • Improved Template Folder Navigation: For faster access to available templates, if the My Templates folder is empty, CSMs are automatically redirected to the Global Templates folder. 
  • UI Enhancements for Template Management: To support faster and more intuitive template creation, the following user interface updates are now available:
    • Refresh Button: Clicking the Refresh button instantly reloads the page to reflect the most recent changes.
    • New Template Shortcut: Selecting New Template redirects to Email Templates in Email Manager. This reduces clicks and saves time required to begin creating a new template.

  • Group Send Support for Mailgun: CSMs using Mailgun as their email provider can now utilize the Group Send feature. 

For more information on using email templates in group send, refer to the Group Send User Guide article. 

IMPORTANT: 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.

Horizon Analytics [Reports and Dashboards]

[Know More]
Conditional Coloring for Tabular Reports
Automatic Update

Gainsight introduces conditional coloring capabilities for tabular reports, enabling greater flexibility and control over how data is visualized through colors.

Key Capabilities

  • Conditional Coloring for Tabular Reports: Users can now apply custom colors to tabular reports, in addition to charts, using the new Enable Conditional Coloring toggle available in report settings.
  • Numeric Range-Based Coloring: Numeric fields now support Min–Max value range mapping to define color thresholds more efficiently.
  • Pre-filled Colors from Existing Sources: If a field already has color mapping configured from other sources (example: Scorecard, GDM, Color Palette), those colors appear pre-filled when the Enable Conditional Coloring checkbox is selected. 
  • Apply Colors at Report Level: Any changes made within the conditional color settings are report-specific and do not affect other reports or existing preconfigured colours in other sources.
  • Reset to Default: Users can reset all custom color configurations to default, which reverts to previously defined colors from global sources (if available).
  • Row Grouping Color Support: Conditional colors can now be applied to grouped rows in tabular reports. This improves visual segmentation when using the Row Grouping feature.

Enable Conditional Coloring option to activate conditional coloring and visualizing data patterns based on defined criteria

Key Benefits

  • Define Min–Max value ranges to highlight trends, outliers, and thresholds more precisely.
  • Customize colors at the report level without impacting other configurations.
  • Apply conditional coloring to grouped rows for better visual segmentation.
  • Use the Reset to Default option to restore system-defined or existing colors easily.

Note

  • Users with Edit permissions and admin access on a report can apply and modify color configurations. However, users with View only access cannot configure or update colors on a report.
  • Color changes do not appear in the report until the user clicks Apply Colors.
  • Deactivating the Enable Conditional Coloring toggle removes all colors from tabular reports only; it does not impact chart visualizations. For charts, the toggle remains disabled and cannot be turned off by users.

IMPORTANT 

  • Conditional Coloring feature is available for all CS users with a full license. 
  • CSMs can see the impact of conditional coloring in reports. 
  • When an admin configures conditional colors, CSMs (with view access) can see the colored cells across all consumption areas, such as Dashboards and the Home page.

For more information on Conditional Coloring, refer to the Create and Share Reports article.

Spaces

IMPORTANT: Spaces enhancements included in this release will be available starting July 21, 2025. Documentation support will be provided to guide you through the changes.
Support for Additional Roles in Spaces
Admin Controlled

Spaces is now more flexible and role-inclusive. Admins can extend visibility and access beyond just Customer Success Managers (CSMs) to include roles like Technical Account Managers (TAMs) or any other relevant stakeholders. Additionally, admins can rename field labels and role titles across Spaces to reflect customer-specific terminology for improved clarity and alignment.

Key Benefit

These enhancements help organizations mirror real-world account structures, enable better collaboration across teams, and deliver a clearer, more personalized experience - without affecting data accuracy or control.

Key Capabilities

  • Expanded Role Support: Admins can configure alternate lookup fields beyond the default CSM field. This allows TAMs, account managers, or hybrid teams to access and manage Spaces.
  • Customize Role Titles: Replace default titles like CSM with custom terms such as TAM across all Spaces interfaces.
  • Edit Field Labels: Update default labels, such as rename Name to TAM Backup Name, directly from the layout configuration.
  • Unified Experience: Changes are reflected consistently in both end-user and CSM views.
  • Data Integrity Maintained: Backend field and role mappings remain unchanged to ensure accurate reporting and system stability.
  • Restore Defaults: Admins can revert to original labels or titles as needed.
  • Admin-Only Access: Label and role customization is restricted to Admins.

For more information on admin capabilities in Spaces, refer to the Spaces Admin Guide article.

Spaces Additional Roles Dropdown.jpg

Resize Widgets in Shared Spaces Layouts
Admin Controlled

CSMs and Admins can now resize most widgets in Shared Spaces both horizontally and vertically, enabling cleaner, more customized layouts. This enhancement improves the end-user experience by allowing layout owners to highlight key information, minimize visual clutter, and better align content with customer context.

For supported widgets, resizing is now possible vertically and diagonally (from the corner), in addition to the existing horizontal resizing capability.
Note: Success Plans and Summary Ribbon widgets are not resizable.

Key Capabilities

  • Flexible Resizing: Drag to adjust widget size and column width to fit content needs.
  • Familiar Experience: Matches the flexibility available in Dashboards and C360.
  • Smart Layout: Widgets snap to a grid for structured alignment and adapt well across screen sizes.
  • Persistent Sizing: Custom dimensions are saved and remain intact across visits.
  • Default Guidance: Suggested sizes provided, with full override control.

IMPORTANT: Currently, the new space dimensions apply only to newly created layouts. Existing layouts remain unchanged and continue using their original dimensions after July 21, 2025.

To apply the new dimensions to existing layouts, remove and re-add the widget.

Rename Field Labels in Summary Ribbon
Admin Controlled

Admins and CSMs can now rename field labels in the Summary Ribbon within Spaces, extending the existing renaming capability from Attributes to Summary Reports. This allows for terminology alignment and better clarity across all user views. This enhancement empowers Admins to deliver a clearer, business-relevant experience for end users without compromising backend structure or reporting integrity. This is available now in the Summary Ribbon configuration pane in Shared Spaces. 

Key Capabilities

  • Edit Field Labels: Customize how fields appear in the Summary Ribbon in Spaces Configuration settings.
  • Terminology Alignment: Rename labels, such as ARR to Revenue, to match your organization's language.
  • Live Preview: View changes before publishing to ensure accuracy and consistency.
  • Persistent Updates: Renamed labels persist across sessions and are visible in all assigned layouts.
  • Visible to All Roles: Updated labels reflect for both CSMs and End Users in their respective Spaces views.
  • No Data Impact: Underlying data mappings stay intact for accurate reporting.
  • Audit Logging: All changes are logged for traceability and governance.

Editable field in the Summary Ribbon configuration labeled Customer Since Edited within the Company group settings

IMPORTANT: Spaces is available to all Gainsight CS customers. However, to access it, your admin must first enable Spaces under Administration > Spaces Configuration and publish a layout. Once that’s done, CSMs can start sharing the layout with customers.

Success Plans

[Know More]
Customizable Tab Order and Default View
Admin Controlled

Admins can now rearrange the order of tabs in a success plan and define which tab, such as Cockpit, Timeline, or Gantt Chart appears first when a plan is opened. This allows organizations to align the user experience with their workflow priorities.

Key Enhancements

  • Reorder tabs to control the navigation flow within a success plan.
  • Set a landing tab to ensure users start with the most relevant view.
Permissions and Field Behavior Controls
Admin Controlled

New admin configuration options at the Success Plan type level provide greater control over how success plans are created and edited. These enhancements help ensure data consistency and enable more effective management of user actions.

Key Enhancements

  • Mark fields in the Overview section of Plan Info tab as read-only after a success plan is created to prevent unauthorized edit (fields remain editable during creation).
  • Restrict external sharing by removing the Share option.
  • Restrict users from creating new plans of this specific type.
  • Restrict users from creating CTAs within designated plan types.
  • Set CTAs within a success plan as read-only, except for Task, Timeline, Start Date, and Due Date fields, to prevent unintended edits.
Associate Existing CTAs with Success Plans
Admin Controlled

Existing CTAs from Cockpit can now be associated directly with a success plan that helps teams streamline planning by integrating previously created tasks into structured initiatives.

Key Enhancements

  • Associate existing CTAs to success plans from within the Success Plan interface.
  • Preserving CTA history and context while aligning tasks with long-term goals.

IMPORTANT: Gainsight’s Success Plan enhancements are included at no additional cost. To access them, your admin must enable the features. Once enabled, CSMs can begin using the updated capabilities.

For more information on the new enhancements, refer to the following articles:

Customer Experience (CX)

Journey Orchestrator

[Know More]
Simulate Participant Flow with Evaluate Preview
Admin Controlled
Gainsight Community

Gainsight is excited to introduce a Preview mode in the Evaluate step to help admins test condition logic for their participant journeys. This enhancement enables a quick, read-only view into how each participant's data aligns with defined conditions, and which branch they follow, before launching or during iteration.

Key Capabilities

  • Participant Selection: Admins can easily select participants using a searchable dropdown and preview the Evaluate step in both Draft and Active Programs.
  • Condition Outcome Visibility: Clearly view which conditions qualify or fail for each participant, providing full transparency into the evaluation logic.
  • Branch Path Highlighting: Instantly identify the branch each participant will follow based on condition results, displayed as Qualified, Not Qualified, or Possible (if dependent on unexecuted previous steps).

Key Benefits
With Evaluate Preview, you can:

  • Validate conditions for real participants to minimize errors before launch.
  • Troubleshoot logic quickly without activating the journey or relying on live data.
  • Understand how past survey responses or event data impact path selection for clearer participant flow.

Note: When no recorded data is available, conditions based on previous steps, event fields, or survey questions are treated as false by default and displayed as Step Outcome Unavailable.

For more information on the Preview capability in Evaluate step, refer to the Redesigned Advanced Programs Admin Guide article.

IMPORTANT: This enhancement is available out-of-the-box for admins. 

Gainsight Evaluate Preview showing conditional branches for a participant, with Product C qualified based on email)

End Node Count Now Available
Admin Controlled

Gainsight is happy to announce that the End Node Count capability is now live in Advanced Programs.

This enhancement displays the participant count directly on each end node within the workflow canvas of your program, and gives you clear, visual insight into where participants have concluded their journey. This is especially helpful when multiple branches lead to different end nodes.

Key Capabilities
With this feature, you can:

  • See exactly how many participants end at each node. 
  • Quickly validate program logic and identify any unexpected exits or underperforming paths.
  • Understand journey outcomes more effectively with a snapshot-level summary of participant distribution across all endpoints.

IMPORTANT: This enhancement is available out-of-the-box for admins and applies only to JO programs published after the July 2025 release.

The Programs Snapshot canvas displaying the the end node count

Surveys

[Know More]
Accessibility Enhancements to the Survey Response Page
Automatic Update

Gainsight has made enhancements to the Survey Response Page to improve accessibility for end users, particularly those who rely on screen readers or keyboard navigation. These enhancements ensure Gainsight surveys are more inclusive, easier to navigate, and aligned with accessibility best practices.

Key Enhancements

Here are the key updates that elevate the accessibility of the end user survey experience:

  • Improved Comment Text Contrast: The Comment text color has been updated from #D5DEE8 to #ACB4BD to meet accessibility contrast standards, enhancing readability for all users.
    Survey response page displaying comment text color updated for better contrast and readability.
  • Visible Focus Indicator for Submit Button: A visible focus indicator has been added to the Submit button, making it easier to navigate using the keyboard and helping ensure compliance with accessibility guidelines.
    Survey response page displaying visual focus indicator for submit button.
  • Consistent ARIA Labels for Mandatory fields: The asterisk (*) symbol is now consistently announced as Mandatory across all survey elements. This ensures clarity and consistency for screen reader users. 
    Survey response page displaying asterisk (*) symbol.
  • Unique Labels for Reset Buttons: Previously, Reset buttons lacked unique identifiers. With this update, each button includes a question-specific ARIA label, such as Reset Question 1, helping users understand the context of the action.
    Survey response page displaying reset button.
  • Enhanced Matrix Question Structure: Checkboxes in matrix-style questions are now announced with proper context using aria-labelledby, which references both row and column headers (example, aria-labelledby Row Enablement Column Avg), making responses fully understandable for screen reader users.
    Survey response page displaying matrix question structure with focus indicator.

Platform

Connectors 2.0

[Know More]
Environment Support in Data Granularity of PX-CS Objects
Automatic Update

Gainsight now supports environment-level filtering when ingesting Product Experience (PX) data into Custom Objects in Gainsight Customer Success (CS). 

This enhancement allows admins to isolate data from specific PX environments, like production or staging, to prevent cross-environment interference and ensure data accuracy.

Dialog for creating PX CS object: LessWrong product, granularity Account Id & Environment, module list empty, snapshot off

For more information on granularity, refer to the Product Experience (PX) Integration article.

Bidirectional Sync and Timeline Integration for Dynamics Connector
Admin Controlled

The Dynamics connector has been enhanced with three new capabilities, expanding Gainsight's ability to exchange data with Microsoft Dynamics. These updates include:

  • OAuth M2M: Enables secure, headless authentication with Microsoft Dynamics, no user-based token refresh required.
  • Out-of-the-Box (OOB) Jobs: Ingest activity data into Gainsight Timeline, improving visibility, automation, and cross-team alignment.
  • Bidirectional sync: Push data from Gainsight to Dynamics and pull activity data into Gainsight.

OAuth M2M

Gainsight now supports Machine-to-Machine (M2M) OAuth authentication, allowing for headless authorization between Gainsight and Microsoft Dynamics. This simplifies authentication by eliminating the need for user-based token refresh and enables more secure, automated integration in enterprise environments.

Edit Connection modal for Dynamics with OAuth M2M selected

Activity Timeline Sync

The Activity Timeline Sync job automatically imports Dynamics activities (activitypointer) into Gainsight Timeline. The following configurations are provided out-of-the-box:

  • Pre-mapped fields between Dynamics and Gainsight.
  • Admins can sync a single or multiple activity types.
  • Supports mapping to specific Gainsight activity types.

Dataset Dynamics activitypointer lists selected fields: Activity, Activity Type, Date Created, Description

Attendee Timeline Sync

The Attendee Timeline Sync job syncs attendee information (activityparty) from Dynamics into Timeline. The following configurations are provided out-of-the-box:

  • Attendees mapped to Gainsight internal users or external contacts.
  • Internal attendees are resolved through the User object.
  • External attendees are matched through the Company Person object.

Configuration panel for dataset “Dynamics activityparty” displaying a list of 22 fields with checkboxes for Activity, Activity Party, Party and other attributes

For more information on the new OOB jobs, refer to the Dynamics Connector article.

Load to Dynamics

The Load to Dynamics job enables Gainsight data, such as CTAs, Health Scores, or calculated metrics, to be pushed into Dynamics fields or records.

  • Supported Data: Health Scores, Usage Metrics, Calls to Action (CTAs), and more.

Rules Engine “Action Setup” panel showing no actions configured and a “Create Action” menu with “Load to Dynamics” option highlighted

For more information on the Dynamics writeback, refer to the Load to Dynamics Action Type article.

New Security Enhancement: mTLS Support for Databricks Connector
Admin Controlled

Gainsight now supports mutual TLS (mTLS) authorization for the Databricks connector, adding an extra layer of security for data exchanges. This enables secure, certificate-based verification between Gainsight and Databricks.

Certificate Management

  • Customers can download their certificate from the Databricks connector configuration page in Gainsight.
  • Gainsight automatically generates a new certificate 30 days before expiry.
  • Gainsight sends timely reminders to admins 30 days before the certificate expires, advising them to upload a new certificate to avoid data sync disruptions.

For more information on how to set up the mTLS authentication, refer to the Databricks Connector article.

Create Connection dialog for Databricks using OAuth to Warehouse with fields for host, warehouse ID, catalog, schema, client ID/secret, SSL toggle

Data Designer

[Know More]
Email Data type for Case Field in Data Designer
Automatic Update

Gainsight now supports a new data type, Email, in the case statements within Data Designer, Rules Engine, and the Journey Orchestrator (JO) Query Builder. 

Previously, case statements only supported String, Number, or Boolean outputs. This limitation made it difficult to use conditional email logic in downstream modules, especially within Journey Orchestrator, which requires fields to be formatted as Email types.

With this enhancement:

  • Email can now be selected as a valid output type in case statements.
  • Email fields can be immediately used in Journey Orchestrator configurations without conversion.
  • Manual workarounds are reduced, and data flow accuracy across modules is improved.

Case Field Builder “Email Case” in Company transform applies rule Name not null then Custom Email1, default Custom@Email

For more information on case expressions, refer to the Formula Fields in Rules Engine article.

Unification

[Know More]
Support for Merging More Than 100 Duplicate Clusters in Data Steward
Automatic Update

Gainsight has enhanced the experience of merging Person records in Data Steward to support high-volume merges. Admins can now select and merge over 100 duplicate clusters at once, enabling faster unification of large datasets with a single action, reducing manual effort and improving data quality at scale. 

Data Steward view showing 250 duplicate records, with option to select and merge all record groups beyond the 100-group limit

For more information on bulk merge, refer to the Data Steward: Person article.

User Management

[Know More]
SCIM API Support for Automated User Provisioning
Automatic Update

Gainsight now supports System for Cross-domain Identity Management (SCIM) APIs to automate user provisioning and deprovisioning directly from enterprise identity systems.

This enhancement streamlines user management, reduces manual tasks, and ensures data accuracy across identity providers such as Okta.

Business Use Case: Managing user access individually across multiple applications is manual, time-consuming, and error-prone. For example, when employees join or leave, admins must update their access in each system, including Gainsight, manually.

SCIM APIs allow organizations to centrally manage Gainsight user accounts through their identity management platforms. This removes the need to log into Gainsight CS separately to create, update, or deactivate users.

For more information on SCIM API, refer to the SCIM API article.

Additional Resources

  • For more information about the previous or upcoming major release versions/dates, refer to the Gainsight NXT Release Process [updated for 2025] article.