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CS On-Demand Features Release Notes September 2025

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This article provides a list of enhancements that are available as On-Demand Features in the September 2025 Customer Success (CS) product release.

This article provides a list of enhancements that are available as On-Demand Features in the September 2025 Customer Success (CS) product release.

Gainsight On-Demand Release Notes Version contains the following subsection:

  • Enhancements (per module): Describes improvements made in the existing product capabilities.

What Are On-Demand Feature Release Notes?

The features and enhancements in the Release Notes are GA-ready, with documentation and support available, but are not enabled by default.

  • If you would like early access for any feature, please submit a support ticket.
  • If you choose not to access these features early, they will be available in your tenants automatically with the upcoming major release.
  • Quarterly releases will continue as usual. Admin-controlled features will remain configurable by admins.

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.

Enhancements

Copilot

Access Copilot Directly in C360

Admin Controlled

You can now access Copilot directly within the C360 interface, without switching pages. This update streamlines workflows and improves contextual accuracy.

  • Copilot automatically references the active customer account.
  • All questions and chat history remain account-specific.

Gainsight C360 Summary page showing health score, key attributes, and highlighted Copilot button

Note: To use Copilot in C360, admins must enable Copilot and turn on the C360 Copilot integration for your tenant. Access is managed through Gainsight’s permission bundles.

Key Benefit: Copilot is built into your C360 workflow, so you do not need to switch pages. It automatically understands the account context, allowing you to ask questions directly within your workflow.

For more information on accessing Copilot directly in C360, refer to the Copilot Overview article.

Get Deeper Answers with Copilot’s Extended Data Access

Admin Controlled

Copilot can now surface answers based on a broader range of data within Gainsight, including Scorecards (basic queries), Success Plans, and Cockpit. This enhancement enables users to ask more targeted, context-rich questions across core Customer Success workflows.

  • Cockpit: Retrieve CTA information, including open, closed, overdue, and upcoming.
    Basic queries can be made using the following Cockpit objects:
    • call_to_action
    • cs_task
    • cta_group
  • Success Plans: Retrieve objectives and textual details from Success Plans.
  • Scorecards: Retrieve overall scores, specific measures and complete scorecards for accounts. Filter accounts based on score conditions, such as red status or scores below a threshold. Basic queries can be made using the following Scorecard objects:
    • scorecard_master
    • sc_measure_map
    • scorecard_measures
    • scoring_scheme_definition
    • unified_scorecard_fact_company
    • account_scorecard_history

With these additions, Copilot now pulls from seven sources, offering deeper insights across Customer Success workflows.

For more information on extended data access features, refer to the Copilot Overview article.

Configure Key Definitions

Admin Controlled

Admins can now configure Key Definitions to standardize terminology, guide where Copilot retrieves information from, and shape how it responds to both structured and unstructured queries. These definitions help ensure that responses are consistent, accurate, and context-aware.

Supported Objects for Key Definitions:

  • Company
  • Call To Action
  • Task
  • Success Plans
  • Activity Timeline
  • User Objects

Access by Role:

  • Admins: Create, edit, or delete Key Definitions
  • End Users: View Key Definitions

For more information on how Key Definitions work and what capabilities are supported, refer to the Capabilities of Key Definitions article.

IMPORTANT

  • When creating a Key Definition, be specific and clear with both the name and description. Copilot uses these fields to determine which Key Definition to consider when responding to queries. Avoid using internal-only language, abbreviations, or overly generic terms.
  • You cannot create a single Key Definition that covers multiple objects. A separate Key Definition must be created for each object.

For detailed guidance and examples, refer to the Copilot Best Practices and Known Limitations article.

Key Benefit: By configuring Key Definitions, you can tailor Copilot to reflect your business processes, ensuring users receive consistent, context-aware answers that align with your organization’s logic.

Filter Timeline by Attributes for Targeted Insights

Automatic Update

Timeline now supports deep filtering based on activity attributes. You can filter Timeline entries using any standard, custom and system fields defined in the Activity Timeline object. For example, activity type, owner, attendees, status.

IMPORTANT

  • Copilot analyzes only the 50 most recent Timeline entries per account. We recommend asking account-specific queries rather than broad queries across multiple customers to ensure accurate and relevant results.
  • This functionality is available to all users who have Copilot enabled.

Example: Users can now perform advanced queries like:  From my last EBR activity for Acme Corp company, summarize goals.

For more information on filtering Timeline data using attributes, refer to the Copilot Overview article.

Key Benefit: Attribute-based filtering lets you run specific queries so you can uncover patterns, track engagement, and focus on the interactions that matter most.

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

Gainsight AI Agent in Slack

Access Deeper Customer Insights in Slack

Admin Controlled

You can now retrieve insights in Slack from a broader set of Gainsight modules, including Scorecards, Success Plans, and Cockpit. This capability works similar to how Copilot functions.

Key Definitions are also available and configurable in the Administration section of Gainsight CS. You cannot create Key Definitions directly in Slack. You can use existing ones while querying.

For more information on both enhancements, refer to the Copilot section of this release notes document.

Limitation: Queries that generate responses with multiple tables (two or more) are not rendered properly in Slack.

Example: How is Acme Corp health? Cover the scorecard details, list of activities, and list of CTAs.

For more information on enhancement related to Gainsight AI Agent in Slack, refer to the following articles:

Journey Orchestrator

[Know More]

Custom Opt-Out Preferences and Email Footers in JO

Admin Controlled

Gainsight introduces advanced capabilities for configuring opt-out preferences and email footers in JO. These enhancements offer admins greater flexibility and control over compliance, branding, and localization of email communications.

Key Capabilities

  • Toggle Between Opt-Out Settings: Admins can toggle between Gainsight-managed and custom opt-out settings anytime from the UI.
  • Create and Edit Custom Footer: Admins can create multiple custom opt-out settings.
  • Define Language Variants for Custom Footers: Admins can define language variants manually for each supported language. However, content is not automatically translated; admins must enter the localized text.

Opt-Out Settings with two options: Gainsight Managed Opt-Out and Custom Opt-Out

Key Benefits

  • Switch seamlessly between Gainsight-managed and custom opt-out settings.
  • Reuse custom footers across templates for consistent messaging.
  • Create language variants to support localized communications.
  • Apply opt-out settings in bulk to non-operational email templates.
  • Prevent accidental changes to active JO programs with built-in safeguards.

Note: Custom Opt-Out settings are supported only in Dynamic JO programs and Group Send. They are not supported in Simple or Advanced JO programs.

IMPORTANT: Custom Opt-Out Preferences is enabled and managed by your Gainsight Admin. Reach out to your Gainsight Admin for more details.

For more information on Opt-Out Settings, refer to the following articles:

Enhanced Element Naming Logic

Admin Controlled

Previously, when an element with a duplicate name was added, the name turned red to indicate a duplicate name error. Now, duplicate names are automatically adjusted by appending a suffix, preventing errors by default. This streamlines the experience and makes building programs more intuitive.

Key Enhancement

  • Element Sequence Increment: When a new element is added, numbering continues sequentially from the last created element, even if earlier ones were deleted. Example: If Email 1 and Email 2 are present, and you remove Email 1, the next added email will still be named Email 3.

Program Builder screen showing a draft program. The journey starts with the Audience node, followed by two sequential email steps: Email 1 and Email 2.

Key Benefit: This update enhances workflow clarity, making element management simpler and more intuitive. 

Note

  • Duplicate element names are highlighted in red; publishing is deactivated until elements with the same name are resolved.
  • Conditions nodes remain unaffected by these changes.

For more information on element naming logic, refer to the Redesigned Advanced Program article.

Post Publishing Field Edits in Source

Admin Controlled

Gainsight introduces the ability to add and edit fields of an active JO program. This enhancement improves field visibility, dependency checks, and sync logic. Administrators can now safely adjust configurations without disrupting ongoing participant journeys.

Key Enhancements

  • Field Visibility and Token Usage: Original fields from source data are now visible and usable as tokens in Edit Mode, even if they were not included in the initial publish. Tokens resolve properly for new participants, while existing participants display null values for these fields.
  • New Fields and Sync Behavior: New fields added to the source field in queries or data designer can now be included in any source, particularly in queries, once the program is re-published. They sync correctly only for new participants; existing participants remain unaffected, showing null values for these new fields.

Company Person screen showing the Fields tab with three fields: Email, GSID, and Active. Each field includes aggregation and display name options. With the Add Fields button in the top right.Key Benefits

  • Reducing Duplicacy: Allows editing and using an existing program, instead of cloning and creating a new program with similar fields.
  • Dynamic Field Access: Allows reuse of original source fields in edit mode, even if they were not part of the original publish.
  • Expanded Filtering Capabilities: Supports the addition of new fields for customer inclusion without impacting existing participant data.

Note

  • Fields that were included when the program was previously published cannot be deleted, but they can still be used in the program’s draft version.
  • Newly added fields only apply to new participants who are synced during updates made in the draft stage or after the program is re-published.
  • Fields from sources such as segments and data designer should not be renamed or deleted if they are used as mandatory fields or Uniqueness Criteria. If deleted, the program will fail and cannot be corrected.

For more information on post-publishing field edits, refer to the Redesigned Advanced Program article.

Connectors 2.0

[Know More]

Zero-Copy Integration with Snowflake

Admin Controlled

Gainsight now supports Zero-Copy Integration for Snowflake, enabling users to query Snowflake data live, without importing or duplicating it into Gainsight. This simplifies setup, reduces redundancy, and provides near real-time insights directly from Snowflake.

Example Business Use Case: Many customers store critical datasets, such as sales, support, product usage, and Customer Success metrics in Snowflake. In the past, teams used Gainsight Connectors to import this data into Gainsight for analysis, reporting, and automation. While effective, that approach required configuring sync jobs and maintaining data pipelines.

With Zero-Copy, Gainsight connects directly to Snowflake, and CSMs and admins can access up-to-date data for reporting and analysis instantly, without needing to copy or schedule syncs.

Once a connection is created, Gainsight creates an out-of-the-box view in Data Management, where you can select Snowflake objects. These are added as Live Objects and can be used directly in reports.

For more information on zero-copy integration, refer to the Select Live Objects in Snowflake Zero-Copy Integration article. 

Note: For existing Snowflake connections, admins must re-authorize the Snowflake connection for the zero-copy integration to work.

Data management page with option to sync live objects for real-time synchronization in Gainsight.

Key Pair Authentication Support for Snowflake

Admin Controlled

Gainsight now supports Key Pair authentication for Snowflake connections, allowing admins to securely connect using RSA key pairs instead of passwords. This aligns with Snowflake’s deprecation of password-based authentication for service accounts.

Example Business Use Case: Many organizations use Snowflake to store sensitive customer, financial, or product usage data. Key Pair authentication provides more secure, long-term access without requiring token refreshes or password storage. It also supports automated key rotation policies and service account configurations.

To enable this feature:

  • In Snowflake, assign a public key to the service user.
  • In Gainsight, provide the corresponding private key and password.

Edit connection settings for Snowflake OAuth with Key Pair authorization and database details.

For more information on Key pair authentication, refer to the Snowflake Connector 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.