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Gainsight Inc.

Gainsight CS Release Notes Q1 April 2026

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

This article lists all of the announcements, new features, and enhancements from the April 2026 CS product release.

Revised Section 

Section Name Revision Date
Journey Orchestrator (JO) May 04, 2026

Gainsight Release Notes Version April contains the following subsections:

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

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Titles Description
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

New Features

Announcements
Admin-Control Update
Automatic Update

Announcements  

AI Assistants

Bring Customer Insights Into LLMs with MCP

AI Update
Admin Controlled

Gainsight introduces a Model Context Protocol (MCP) integration that enables external LLM platforms, such as ChatGPT and Claude, to securely interact with Gainsight data using natural language. Ask questions, retrieve customer insights, manage CTAs, and update Success Plans instantly without switching applications. Bring the full power of Gainsight directly into your everyday AI workflows.

For more information on the Gainsight MCP server, refer to the Bring Customer Insights Into LLMs with MCP section in this document.

Connectors 2.0

[Know More]

Use Real-Time Sync in Connectors 2.0 

Automatic Update

Gainsight is restoring Real-Time Sync for all customers who have Real Time Sync fields configured in Connectors 2.0.

What You Need To Know

Scenario Action
Real-Time Sync is configured No action is required. Real-Time Sync is enabled automatically.
Real-Time Sync is configured, but you do not want it active. Deselect the relevant Real-Tine Sync fields in the configuration
Real-Time Sync is not configured No impact. Real-Time Sync is not enabled for your instance.

 

Review your connector configuration to ensure that the Real-Time Sync field selections are up to date.

For more information on configuring Real-Time Sync, refer to the Gainsight to Salesforce Real-Time Sync article.

Security

Gainsight Resolves Assist Plugin Vulnerabilities Identified by Rapid7

Automatic Update

Gainsight has implemented security enhancements to address two vulnerabilities discovered in the Gainsight Assist Plugin, identified by Rapid7 Labs through a responsible disclosure process. There is no evidence of malicious exploitation or unauthorized access to customer data.

No action is required from customers. Security enhancements have been implemented directly within Gainsight's cloud infrastructure, and both the Chrome and Outlook extensions have been updated automatically.

 

CVE ID Description Fix Implemented CVSS Score CVSS Vector
CVE-2026-31381 Information disclosure vulnerability where authentication data could be exposed under certain conditions. Implemented JSON Web Encryption (JWE) to secure authentication state data and prevent exposure in logs. 5.3 (Medium) CVSS:3.1/AV:N/AC:L/PR:N/UI:N/S:U/C:L/I:N/A:N
CVE-2026-31382 Reflected cross-site scripting (XSS) and HTML injection vulnerability in request parameters. Implemented a strict Content Security Policy (CSP) and server-side validation. 6.1 (Medium) CVSS:3.1/AV:N/AC:L/PR:N/UI:R/S:C/C:N/I:L/A:L


New Features

AI Assistants

Bring Customer Insights Into LLMs with MCP

AI Update
Admin Controlled

Gainsight introduces a Model Context Protocol (MCP) integration that enables external LLMs, such as ChatGPT and Claude, to interact with Gainsight data using natural language. With this integration, users can query customer information, manage CTAs, and work with Success Plans directly from their preferred LLM interface, without switching to the Gainsight application.

Key Benefits

  • Reduce Context-Switching: Access Gainsight data from ChatGPT or Claude (MCP also works with other LLMs that support MCP connectors) without switching to the Gainsight application.
  • Prepare for Customer Calls Faster: Ask your LLM for a complete account overview, such as health scores, open CTAs, recent Timeline activities, and Success Plan status, in a single query.
  • Onboard New CSMs in Hours, Not Weeks: Pull the full picture, including ARR, health, open CTAs, Success Plans, stakeholder sentiment, and unresolved issues, and get a prioritized action plan.
  • Pull together health trends, contract details, and open risks into a renewal prep brief so nothing catches you off guard.
  • Go from insight to action without switching tools, create CTAs, update Success Plans, and log Timeline entries directly from your LLM.

How It Works

The MCP integration consists of two layers:

  • User authentication with Proof Key for Code Exchange (PKCE): Provides secure, user-scoped access to Gainsight APIs through OAuth with PKCE.
  • MCP App: Customers create an MCP app within their LLM platform and connect it to the Gainsight MCP server using OAuth credentials.

Supported Capabilities

Module Supported Actions
Company Query company-related information such as accounts, ARR, health score, and other attributes
Relationship Query relationship level data
Timeline Read, create and update Timeline activitiesRead Timeline activities
Cockpit Read, create, and update CTAs
Success Plans Read, create, and update Success Plans

For more information on

To explore practical applications of MCP, see this collection of use cases: https://www.gainsight.com/resource/mcp-use-cases/.

 

Timeline

[Know More]

Log Emails Automatically to Timeline with Auto Email Capture

Admin Controlled
Gainsight Community

Auto Email Capture automatically logs customer email communications to the Timeline, eliminating the need for manual entry or plugins. Powered by Gainsight and Staircase AI models, this feature captures and processes emails, ensuring complete and reliable activity tracking.

Choose your workspace option in Timeline Integrations

Key Capabilities

  • Automatic Email Logging: Emails from authorized mailboxes are automatically logged as Timeline activities, capturing key details such as subject, activity date (based on user timezone), email body, participants (To, From), activity type (Email), and source (Gmail or Outlook Mail).
  • Unified Email and Meeting Integration: Connect Email + Meetings through a single integration with Google or Microsoft workspace, enabling seamless synchronization of mailbox and calendar data.

    Email + Meetings option in Google Integrations card
     
  • Scoped Authorization: Admins can restrict synchronization to specific security groups or organization units, ensuring only relevant customer-facing communications are captured.
  • Threaded Email Conversations: Emails from the same conversation are grouped into a single thread in Timeline, delivering a mailbox-style experience with better context for customer interactions.

    Emails from the same conversation grouped into a single thread in Timeline

Key Benefits

  • Eliminate manual logging and plugin dependency so teams can focus on customer engagement.
  • Capture all relevant customer email interactions to improve customer health insights and decision-making.
  • Provide a consolidated view of conversations to make it easier to understand customer interactions.
  • Auto Email Capture is currently supported for Companies only.
  • Gainsight recommends using only one method for logging emails (Auto Email Capture, plugin, BCC, or API) to avoid duplicates.
  • Emails may take up to two hours to appear in Timeline after being sent or received.
  • Auto Email Capture is available to all Gainsight CS customers and joint customers of Gainsight CS and Staircase AI.

For more information, refer to the following articles:

Enhancements

Navigate to C360 and R360 Directly from P360

Automatic Update
Gainsight Community

You can now click the company name in the Highlights widget or the relationship name in the Relationship Associated widget on the Person 360 (P360) page to open the corresponding C360 or R360 page. Previously, you had to navigate back to the global search to access company or relationship information from P360.

What's New

  • The company name in the Highlights widget is now a clickable hyperlink that navigates you to the corresponding C360 page.

    Gainsight summary page displaying company field with linked accounts, engagement details, survey response rate, and email metrics in customer overview.

  • The relationship name in the Highlights widget is now a clickable hyperlink when you switch the P360 context to a Relationship context, navigating you to the corresponding R360 page.

    Gainsight summary page displaying relationship field with engagement details, survey response rate, email metrics, and associated relationship information.

  • If the Turn on 360 in the Sidebar for end users toggle is turned on in Administration > C360 Layouts, the page opens in the sidebar. If the toggle is turned off, the page opens in a new browser tab.

  • For persons associated with multiple companies, only the first company name displayed in the Highlights widget is clickable in the Overview context. In the Company context, the company name displayed is clickable. In the Relationship context, the relationship name displayed in the Highlights widget is clickable.
  • This feature is available to all users by default and does not require any admin configuration to activate.

For more information, refer to the P360 User Guide article.

AI Cheat Sheet

Customize AI Cheat Sheet in C360 and R360

Admin Controlled
Gainsight Community

Admins can now customize AI Cheat Sheets in C360 and R360 layouts. This enhancement allows admins to tailor the widget to better suit user needs and improve content visibility.

Key Capabilities

  • Rename the AI Cheat Sheet widget
  • Rename individual sections within the widget
  • Reorder sections based on preference
  • Make sections active or inactive

AI Cheat Sheet widget configuration panel showing section list

At least one section must remain active to save the configuration.

For more information on how to customize the widget, refer to the AI Cheat Sheet Overview article.

Improve AI Cheat Sheet Accuracy with Optimized Timeline Data Processing

Automatic Update
AI Update

Gainsight has optimized the backend logic of the Relationship-level AI Cheat Sheet to improve the accuracy and relevance of AI-generated responses using Timeline data.

What’s New

  • The AI Cheat Sheet now more effectively interprets and extracts relevant information from Timeline activities..
  • This update applies to Relationship-level Cheat Sheets.

Refresh Behavior

To ensure these improvements are applied to AI responses, the refresh behavior has been updated:

  • Users can manually refresh the Cheat Sheet to apply changes immediately.
  • Cheat Sheet updates automatically after three new Timeline entries are logged for a company.

Cockpit

[Know More]

Configure Display Fields in Linked Object Search Results

Admin Controlled

Admins can now add additional fieldas display fields in linked object search results for Cockpit. This enhancement helps users identify the correct linked record more easily while continuing to search by supported string or ID fields.

Additional field types are supported as display fields only. They are not supported as searchable fields.

Key Capabilities

  • Add additional field in linked object search results.
  • Improve record identification when multiple records share similar IDs.

Add additional field type in linked object search results

For more information, refer to the Configure CTA Linked Objects article.

Connectors 2.0

[Know More]

Import In-App Hub Data from PX to CS 

Admin Controlled

The PX to CS connector now supports importing In-App Hub Data from Gainsight PX into Gainsight CS. This allows Customer Success teams to access in-app engagement data, including in-app hub interactions, content analytics, search behavior, feedback responses, and task list completions directly within CS for use in reporting, dashboards, health scoring, rules, and Data Designer.

 

Import Usage Data screen showing In-App Hub Data selected and tracked account fields list.

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

Import Multi-Question Survey Response from PX to CS 

Admin Controlled

The PX to CS connector now supports importing Multi Question Survey Response data as a new on-demand object. This allows Customer Success teams to access detailed survey response data from PX surveys, including individual question-level responses, scores, and respondent preferences, directly within CS.

 

Import Usage Data screen highlighting Multi Question Survey Responses under PX to CS data import

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

Secure Gainsight APIs and S3 Connections with IP Allow Listing 

Admin Controlled

Gainsight now supports IP allow listing for Gainsight APIs and Gainsight Managed S3 connections. Admins can define which IP addresses are permitted to use a specific connection, adding an additional layer of security even if credentials are compromised.

The table below describes the connection types where an IP allow list is mandatory or optional.

Connection type Authentication IP Allow list
Gainsight APIs (including Bulk APIs) Access Key Mandatory
Gainsight Managed S3 Access Key Mandatory
Gainsight APIs (M2M) OAuth Optional
User Auth (OAuth) OAuth Optional

Existing connections continue to work without disruption. However, when you edit an existing access-key-based connection, the system prompts you to add an IP allow list at that point.

Gainsight Manages S3 Configuration Move

Gainsight Managed S3 configuration has moved to Connectors 2.0. All new Managed S3 setup and management takes place in Connectors 2.0 only.

  • If you have an active S3 connection with jobs in Connectors 1.0, your existing configuration remains unchanged and you can continue to access your jobs. 
  • A new card also appears in Connectors 2.0 with your existing configurations preserved, along with the new Allowed IP Ranges section. 
  • If you do not have an active connection or jobs, Connectors 1.0 displays a banner directing you to Connectors 2.0.

Edit Connection modal showing OAuth settings with Enforce Trusted IP Ranges enabled.

For more information on how to add IP, refer to the Connections List Page article.

For more information on Trusted IP, refer to the Allow List Trusted IP Addresses article.

Copilot

[Know More]

Get Combined Customer Insights from Timeline and Ask Staircase in Copilot 

Automatic Update

You can now ask Copilot questions and receive a single response that combines insights from both Timeline and Ask Staircase, with references from each source.

Available only to customers using both CS and Staircase in Copilot within C360. 

What's New

  • Gainsight Copilot now combines responses from Timeline and Ask Staircase data, providing a single unified answer with references from both sources. It also displays source-specific references for greater transparency.
  • Users can choose to query Timeline only, Ask Staircase only, or both for combined insights.

Copilot now combines responses from Timeline and Ask Staircase data

For more information, refer to the Copilot Overview article.

Download Report Data as an Excel File

Admin Controlled
Gainsight Community

Admins and CSMs can now download report data as an Excel (.xlsx) file. This enhancement enables offline analysis and easy sharing of report data.

Key Capabilities

  • Download report data in Excel format (.xlsx format).
  • Download all records in a report, including those not currently visible on the screen.
  • View a progress message when the download begins.

Download report data in Excel format

  • The download option is available only when the Disable downloading report data toggle is turned off in report settings.
  • Download time depends on the number of records and may take a few seconds for large datasets.

What has Changed

The following table summarizes the changes in report download functionality:

Behavior Previous Current

Report download

Not available

Admins and CSMs can download reports as Excel format (.xlsx format)

Record download

Not supported

All report records are included

Access control

Not applicable

Controlled by admin permission

For more information, refer to the Copilot Overview article.

Customer Goals

[Know More]

Control Field Visibility on Goal Creation Page 

Admin Controlled

Admins can now control whether all configured fields appear on the goal creation page. When this option is enabled, CSMs can view all fields without expanding the Add More Details section.

What's New

  • Display all fields on the goal creation page.
  • Reduce clicks during goal creation.

Display all fields on the goal creation page

For more information, refer to the following articles:

Data Designer

[Know More]

Analyze Customer Sentiment with AI Transform in Data Designer (Open Beta)

Admin Controlled

Data Designer now includes AI Transform, a new task type in the Data Preparation step that uses large language models (LLMs) to analyze text data. The first available function is Sentiment Analysis, which automatically evaluates the tone and sentiment of text fields in your datasets.

How It Works

When you add an AI Transform task to a data design, you select Sentiment Analysis as the function. You then specify the field that contains the data you want to analyze. When the data design runs, the AI transform process transforms each row through an LLM and generates two new fields:

  • Sentiment Label: Indicates whether the sentiment is positive or negative.
  • Confidence Score: A numerical score indicating how confident the model is in its sentiment classification.

AI Transform setup showing Sentiment Analysis tab with sentiment label and confidence score options.

For more information on AI Transform, refer to the Preparation Details in Data Designer article.

Email Assist

[Know More]

Define Recipient Exclusion Criteria for Group Send 

Admin Controlled
Gainsight Community

As an admin, you can now define exclusion criteria for Group Send to automatically exclude specific contacts from email outreach. This helps ensure that only eligible recipients are selected, improving compliance and customer experience.

Key Enhancements

  • Admin-Controlled Exclusion Rules: Configure filter-based criteria to exclude contacts (for example, inactive users, at-risk customer contacts, or pre-sale contacts) from Group Send in Email Configuration > Compliance. Recipients who match the defined exclusion conditions are automatically removed from the email send, both at list creation time and at the time the email is being sent. Exclusion criteria is applied to both Company and Relationship Person.

    Exclusion list for Group Send in Compliance tab in Email configuration page.
     

  • Automatic Enforcement in Recipient Selection: Excluded contacts are automatically hidden from end users when selecting recipients using the People widget.
  • Applies Across Email Workflows: Exclusion rules are enforced when:
    • Searching and selecting recipients
    • Creating email lists
    • Sending emails to previously created static lists

Exclusion List applies only to Group Send and is not supported for emails sent from Cockpit or P360 using Send Email option. This constraint is not applicable on Super Admin persona. 

Example Business Use Case

An admin wants to send an email to all contacts in a dynamic list but needs to exclude inactive contacts.

Without exclusion criteria, inactive contacts still receive the email even though they are no longer active. With this release, the admin can add an exclusion condition such as Status = Inactive on the Company Person object. Any contact matching that condition is automatically excluded from the email, both during preview and at send, even if their status changes after the email program is saved.

Key Benefits

  • Prevents users from accidentally emailing contacts who should not be contacted.
  • Ensures adherence to internal policies and reduces legal or compliance risks.
  • Avoids inappropriate communication with sensitive customer segments, for example, churn-risk or inactive accounts.
  • Provides a centralized and scalable way to manage exclusion criteria without relying on manual processes or training.

For more information on the Exclusion list, refer to the Group Send Admin Guide article.

Journey Orchestrator

[Know More]

Add or Skip Steps in Active Program

Admin Controlled
Gainsight Community

You can now add or skip steps in active programs without disrupting participant flow or analytics. Journey Orchestrator provides structural safeguards that help protect live programs from breaking while you make changes.

What Changed

The following enhancements have been made to the new version of the advanced program editor window:

Add New Steps Using the Plus (+) Connector

  • Hover over the line connecting two elements.
  • Click the plus (+) icon.
  • Select and configure the new element.

Insert steps precisely where needed without restructuring the entire flow.

Skip Instead of Delete

You can no longer delete active program elements. Instead, you can skip eligible action steps. Skipping preserves the original program structure and prevents unintended disruption to participants or analytics.

Update Existing Steps

You can update configurations of existing steps, including:

  • Adjusting Delay durations.
  • Updating the Evaluate logic.
  • Changing the evaluation criteria from one-time to multiple times.

Key Benefits

  • Prevent structural breaks in live programs.
  • Modify the program flow without cloning.
  • Retain analytics in the same program.

New steps image

Key Considerations

Consider the following when editing active programs:

  • Participants who have already passed the updated step continue on their original path, while eligible participants follow the updated configuration after publishing.
  • Flow edits are only supported for programs with fewer than 50,000 active participants.
  • You can revert changes only by using Undo or discarding the program before publishing.
  • This feature is recommended for incremental updates, not a full program redesign.

For more information, refer to the Edit an Advanced Program article.

Configure Anonymous Surveys in Advanced Programs 

Admin Controlled

New versions of Advanced Programs now support anonymous and semi-anonymous surveys. This enhancement allows admins to distribute surveys while preserving respondent anonymity based on the survey configuration.

Choose a Survey
 

What’s New

Admins can now select anonymous and semi-anonymous surveys from the survey configuration in Advanced Programs.

This enhancement extends existing survey capabilities to the redesigned experience and allows teams to collect feedback while preserving respondent anonymity based on the survey configuration.

Key Consideration

  • Anonymous and semi-anonymous surveys are available in the survey list during configuration
  • Participant-based branching is not supported for anonymous survey responses
  • Evaluation based on survey responses is not supported when participant identity is unavailable.

For more information on configuring an anonymous survey, refer to the Program Elements article.

Email Template Builder Enhancements 

Automatic Update
Gainsight Community

The Email Template Builder enhancements are released on May 04, 2026.  

Gainsight has introduced enhancements to the Email Template Builder, including support for Preheader text, an Image Library, and improved table editing capabilities. These updates provide you greater flexibility, reusability, and control when designing email templates. 

Key Enhancements

  • Preheader Text Support: Define a Preheader in addition to the email subject. The preheader appears in email clients as preview text, similar to standard marketing emails. The preheader is separate from the email body and is not displayed within the email content.

    Preheader token added in Email Templates

  • Image Library: Upload images once and reuse them across multiple templates without re-uploading.This is ideal for frequently used assets such as logos, signatures, or brand images.

    Choose from Library option in Image Properties Upload tab 

  • Enhanced Table Editing: Create and modify tables directly within the builder. Structure content using rows and columns, similar to document or spreadsheet tools.

Tables pasted from external sources do not support these operations by default.

Key Benefits

  • Use preheaders to provide meaningful preview text and increase open rates.
  • Reduce duplication by reusing images across templates.
  • Create structured, visually appealing emails using enhanced table editing tools.

For more information on using email templates, refer to the Email Template Builder and Design Email Templates for Group Send articles. 

Send Group Email Support 

Admin Controlled
Gainsight Community

Admins can now send the first email in the new version of the Advanced Program as a group email. This enhancement helps teams use Advanced Programs for operational email use cases that previously required legacy Simple Programs. 

When enabled, the first email aggregates recipients by Company ID or Relationship ID and sends a single email to that group. After the first step is complete, the program automatically resumes individual participant tracking for all subsequent steps.

group send email

For more information, refer to the Program Elements article.

Improved Event Data Access in Journey Orchestrator 

Admin Controlled

Admins can now get better access to event-related data in the new version of the Advanced Programs. Admins can view lookup fields from event sources, manage event fields from a dedicated tab, and use event fields while configuring filters. These enhancements simplify program configuration and improve usability.

Key Enhancements

  • When the source is Events, source field lists include configured lookup fields in tokens dropdowns, filters, evaluate conditions, CTAs, and Slack.
  • An Event Fields tab is available in Audience when event fields are present.
  • Admins can create, edit, and delete event fields from the Event Fields tab.
  • Event fields are available in the left operand when admins configure Event Filters and participant filters in Advanced Programs.

Event Fields is selected

Key Considerations

  • Event fields appear first, followed by first-level lookup fields.
  • All fields are shown and are not filtered by data type.
  • The Event Fields tab displays Name and Topic.
  • Event fields that are already in use cannot be edited or deleted.

For more information, refer to the Program Elements article.

Schedule Participant Syncs Multiple Times Per Day 

Admin Controlled
Gainsight Community

The new version of the Advanced Programs now supports scheduling participant syncs multiple times in a day. This enhancement lets admins keep participant lists up to date more frequently without creating and maintaining multiple sources for the same program. It reduces program complexity, lowers manual effort, and improves engagement timeliness.

schedule Multi sync program

What’s New

On the Publish screen, admins can now select Multiple Times to run a program repeatedly within a defined time range.

When admins select Multiple Times, they can configure the following scheduling options:

  • Start Time to define when repeated runs begin.
  • End Time to define when repeated runs stop.
  • Every time, define the interval, in hours, between runs.
    Note: Minimum time interval is three hours.
  • Timezone to define the time reference for all scheduled runs.

Admins can continue to use One Time when the program must run only once on the selected date and time.

Key Benefits

  • Reduce the need to create multiple sources for the same program.
  • Simplify schedule management.
  • Keep participant data more current throughout the day.
  • Improve usability compared to the legacy scheduling approach.

The selected timezone is the reference point for all scheduled runs. There are no changes to Calendar View.

For more information on syncing participants multiple times a day, refer to the Publish an Advanced Program article.

Use Gainsight PX for In-App Survey Distribution in Advanced Programs

Admin Controlled

The latest version of Advanced Programs enables admins to deliver surveys through Gainsight PX in addition to email. In the Survey step, you can select Email or In-App as the distribution channel to collect participant feedback through the appropriate channel.

Key Enhancements

The following enhancements improve how surveys are configured and delivered through Gainsight PX:

  • Adds Distribution Channel in the Survey node with Email and In-App options.
  • Provides PX-specific configuration when In-App is selected.
  • Restricts PX survey selection to compatible entity types, including Relationship.
  • Prevents reuse of the same PX survey in multiple steps of the same program.
  • Introduces Responded and Not Responded outcomes for PX surveys.

Additional Details

Keep the following points in mind when configuring and using PX-based survey distribution:

  • Email remains the default distribution channel.
  • The PX option is available only when an active PX connector exists.
  • Survey questions are supported only on the Responded path.
  • The distribution channel and related fields cannot be edited after publish.
  • Action execution schedule is not honored for PX surveys.

For more information, refer to the Program Elements article.

View and Manage Opt-Out Configurations in Email Templates

Automatic Update

Gainsight has enhanced opt-out configuration management in email templates with two updates: new visibility columns in the Email Template List View, and controlled unlinking of opt-out categories from opt-out pages. Together, these help prevent misconfiguration, support compliance, and streamline email preference management.

Key Enhancements

  • New Columns in Email Template Listing View: The Email Template List View now includes the Category Names, Opt Out Setting, and Page Name columns. These columns are optional and can be added or removed using the column picker. By default, these columns are not displayed to preserve existing behavior.

    List View columns with three new columns

    Additionally, the Filter now includes three newly added fields: Category Names, Opt Out Setting, and Page Name, to better tailor your email templates list view.

    Modify filter field with three newly added options

  • Controlled Unlinking of Opt-Out Categories: Admins can now unlink an opt-out category from an opt-out page with dependency checks in place. The system validates whether the page and category combination is currently used in any email templates:

    • If in use, the unlink option is restricted, and users are notified to first remove the association from the relevant templates.
    • If not in use, the unlink action proceeds successfully. This behavior applies to Gainsight Opt Out settings, where pages and categories are linked.

      Grayed out delete option in opt-out page parameters

Key Benefits

  • Provides clear insight into opt-out configurations directly from the email template listing page.
  • Ensures that email preference settings are properly configured and prevents accidental mismanagement of opt-out categories.
  • Prevents unlinking of opt-out categories that are actively used in templates.
  • Enables safer and more efficient management of opt-out settings across templates.

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

View Execution Logs in Query Builder 

Automatic Update

Query Builder now displays the execution logs for each query run, giving admins and users clear insights into query progress and outcomes. These logs make it easier to monitor execution, identify issues, and troubleshoot efficiently. With this enhancement, you get better visibility into data extraction and query processing details for each execution session.

What’s New

Each time you run a query, Query Builder now generates a dedicated execution log section for that run. These logs are grouped by execution session and clearly separated with timestamps, so you can easily go back and review individual runs.
Within each execution log, you can see detailed information, including:

  • Request ID for traceability
  • Job submission details, including Job ID
  • Key execution events with timestamps
  • Task names, start times, and end times
  • Number of records processed for each task
  • Batch execution start and end details
  • Total filtered record count
  • Number of successful participants
  • Number of failed participants
  • End of query processing for the selected program

Each execution log also includes task-level details for query processing steps, such as Company Person, along with the corresponding execution status and processing details.

You can download the full data set associated with each task for further analysis and auditing.

Execution Log history

Key Benefits

  • Easily track and understand query execution in real time
  • Quickly identify and resolve failed or incomplete runs
  • Confidently audit query activity with detailed insights
  • Access all task-level processing details in one place for faster analysis

Execution logs are displayed separately for each query execution session, with a clear success or failure status for every run.

For more information, refer to the Program Elements article.

Reports and Dashboards

[Know More]

Edit Cockpit and Success Plan Fields Directly from Reports and Dashboards 

Admin Controlled

Admins and CSMs can now edit eligible Cockpit and Success Plan fields directly from Reports and Dashboard widgets, without opening the record details. 

Only eligible fields are editable. Dependent picklist, formula, and second and higher-order lookup fields are not supported for inline editing. Direct lookup fields can be updated. Non-editable fields continue to appear as read-only.

What's New

  • Edit eligible Cockpit and Success Plan fields directly from Reports and Dashboards.
  • Reduce navigation between reports, dashboards, and record detail pages.
  • Automatically reflect updates in the corresponding Cockpit or Success Plan record.

Edit Cockpit and Success Plan fields directly from Reports and Dashboard

For more information, refer to the following articles:

Rules Engine

[Know More]

Use Multiple Salesforce Instances in Rules Engine

Admin Controlled

Gainsight now supports multiple Salesforce instances as data sources in Rules Engine, Data Designer, and Journey Orchestrator. Previously, only the primary Salesforce instance was available for data operations. With this enhancement, all Salesforce connections added in Connectors are now listed as data sources across these modules, including connections that may no longer be active.

Key Capabilities

  • Read from Multiple Salesforce Instances: The Data Source dropdown in Data Designer and Rules Engine now lists all authenticated Salesforce connections. Object listings are specific to the selected connection.
  • Write to Multiple Salesforce Instances: The Load to SFDC Object action in Rules Engine now supports secondary and tertiary Salesforce connectors. Admins can select the target Salesforce connection from the Connectors dropdown in the action setup, with object listings filtered to the selected connection.
  • Support in Journey Orchestrator: Journey Orchestrator programs that use Query Builder as a data source now reflect all authenticated Salesforce connections, since they are powered by the same Data Designer engine.
    Note: Multiple Salesforce connections are not supported for programs created with legacy Journey Orchestrator, where the Bionic Query Builder is used.
  • Permissions (Load Actions) Support: The Permissions (Load Actions) configuration in Rule Settings now recognizes all Salesforce connections added in Connectors. Admins can define object-level write permissions per connection. When permissions are turned on in Rule Settings, they apply by default across all available Salesforce connections.
     

Data Source dropdown in Rules Engine Data Setup showing multiple authenticated Salesforce connections available for selection.
 

Admins must first authenticate all required Salesforce instances in Connectors before they appear as data sources in Rules Engine, Data Designer, or Journey Orchestrator.

Limitations

  • Real-time bi-directional sync applies only to the primary Salesforce org. Secondary orgs are updated based on the configured rule schedule.
  • App-level integrations, including Cockpit, Timeline, and Renewal Center, continue to sync solely with the primary Salesforce org.

For more information, refer to the Rules Engine Horizon Experience Overview article.

Select Sender Email Address for Shared Spaces Invitations 

Automatic Update

Admins and CSMs can now select the sender email address when sending Space invites. Previously, Space invites always used the logged-in user's default email address. This update aligns Spaces with existing email configuration settings in Gainsight and provides greater flexibility in communication.

End users (external users) cannot select the sender email address.

What's New

  • Users can select a sender email address from the From dropdown list in the invite workflow. The list displays all email domains configured in your organization, with the default domain pre-selected.
  • Admins can lock the default domain to prevent CSMs from selecting a different sender address.
  • Selecting a sender email address is available for both individual and bulk invites from the Admin and CSM invite flows.

Users can select a sender email address from the From dropdown list in the invite

Example Business Use Case

A company manages multiple email domains, such as abc@support.company.com and abc@customersuccess.company.com. A CSM sending a Shared Spaces invitation can select the appropriate domain so recipients can easily identify the context of the communication.

What Changed

The following table summarizes the changes in invitation behavior:

Behavior Previous Current

From address selection

Not available

Available through the dropdown list

Sender email

Logged-in user default only

Select from configured domains

Admin control

Not available

Admin can lock default domain

For more information, refer to the articles:

Enable and Share Customer Goals in Shared Spaces 

Admin Controlled

Admins can now enable Customer Goals in Shared Spaces, allowing internal users and external participants to collaborate on goals. Once enabled, CSMs can view and manage shared goals directly within Spaces.

End users can view goals and perform limited actions based on permissions.

What’s New

  • Add the Goals widget to Shared Spaces layouts (Admin configuration).
  • Display only goals explicitly shared to Spaces.
  • Share goals with selected metrics and associated work (CTAs and Success Plans).
  • Update goal values and progress directly from Spaces (CSM).
  • Search and group goals within the Goals section.

Add the Goals widget to Shared Spaces layouts

Example Business Use Case

A CSM shares key customer goals, such as Net Promoter Score (NPS), along with relevant CTAs and Success Plans in Spaces so customers can track progress collaboratively.

What Changed

The following table summarizes the changes in invitation behavior:

Behavior Previous Current

Goals in Spaces

Not available

Goals widget available

Goal sharing

Not supported

Selected goals can be shared

Collaboration

Not available

Teams and customers can collaborate on goals

For more information, refer to the following articles:

Success Plans

[Know More]

Select Specific CTAs When Applying a Success Plan Template 

Admin Controlled

Admins can enable the option to allow CSMs to select specific CTAs when applying a Success Plan template. When enabled, CSMs can choose only the CTAs relevant to their customer instead of applying all CTAs automatically.

What's New

  • Admins: Enable the Allow users to select a subset of CTAs when applying a template toggle in Administration > Success Plan > General tab.
  • CSMs: Once enabled, select only the CTAs relevant to your customer when applying a Success Plan template, avoiding unnecessary additions and reducing post-application cleanup.

Example Business Use Case

If CSMs apply a Success Plan template that contains multiple CTAs, you can now select only the ones relevant to your customer during template application.

Admins can enable the option to allow CSMs to select specific CTAs when applying a Success Plan template

For more information, refer to the following articles:

Expand Field Options in Success Plan Reports

Admin Controlled

Admins can now add more fields to Success Plan reports by selecting standard, custom and system fields as well as fields from Company and Relationship objects in the Success Plan report column picker. Previously, you could only add standard Success Plan fields.

What’s New

  • Add standard, custom, and system fields from the Success Plan object.
  • Add fields from Company and Relationship objects in reports.

 Add standard, custom, and system fields from the Success Plan object

For more information, refer to the following articles:

Surveys

[Know More]

Record Inline Survey Email Responses 

Admin Controlled
Gainsight Community

Gainsight has enhanced tracking for inline survey questions embedded in emails. Previously, when respondents clicked an inline option, the full survey opened but the selected response was not autosaved or uniquely identified, leading to gaps in reporting.

With this enhancement, admins can choose how inline clicks are recorded to ensure more accurate survey metrics.

Key Enhancement

Allow Capture of Inline Email Response: A new Allow Capture of Inline Email Response toggle has been added under: Surveys > Properties. By default, the toggle is turned off. 

 Allow capture of Inline Email Response toggle in Surveys Properties

When admins turn on this toggle:

  • Inline email clicks are automatically recorded as saved survey responses.
  • These responses are uniquely identified in the new Has Only Inline Click Answer column under: Surveys > Analyze > Survey Statistics.

Has only Inline Click Answer column in Surveys Analyze

Key Benefit: Improved accuracy in survey engagement metrics with enhanced visibility into inline email response activity.

For more information, refer to the Survey Properties article.

Timeline

[Know More]

Configure From and To Fields for Email Activities in Timeline 

Admin Controlled

Gainsight has introduced From and To fields for Email activities within Timeline to improve participant visibility, and ensure consistent data structure.

Key Enhancements

  • Participant Field Options:
Within the Email activity type configuration, admins can now use the Manage Presets fields to capture additional participant details, such as From, To, internal and external attendees.

    Manage Presets option in Email activity type configuration

  • First-Time Field Selection Guidance:
When configuring email activity type for the first time, admin receives suggestions to select relevant participant fields. This prompt appears only once and does not repeat after saving the configuration.

    Suggestions to select relevant participant fields
     

  • Support for Internal and External Participants:
From and To participant fields support both:
    • Internal participants (GS Users)
    • External participants (Company Persons)
  • Supported Across Activity Types:
These fields are also available in other activity types for capturing email communication. Admins can add them from the Other Fields section using Add Fields.
  • Activity Timeline Object Enhancements: Two new fields, From and To, are added to the Activity Timeline and Attendee object to improve reporting capabilities.
  • Automatic support for Auto Email Capture: External and internal participants captured from To, and From fields are added in Email activity logged using Auto Email Capture. Participants in the BCC field are not captured.

    To, and From fields added in Email activity logged using Auto Email Capture

Key Benefits

  • Clearly identifies email participants directly within Timeline activities.
  • Standardizes how email participants are captured across activities.
  • Enables reporting and analytics on email participants using the Attendees object.

For more information on To and From fields, refer to the Configure General Settings and Activity Type article.

Filter Timeline Activities by Source in Advanced Filters 

Automatic Update
Gainsight Community

Gainsight introduces source filter support in Advanced Filters within the Global Timeline and 360 Timeline, extending functionality that was previously available only in reporting.

Key Enhancements

  • Source Filter in Advanced Filters:
You can now filter records based on the Source field directly within Advanced Filters, improving data segmentation and analysis.
  • Support for Specific Field Types:
The filtering experience adapts based on how the Source field is configured in your instance:
    • String Field Configuration: 
      • Enter values manually. 
      • Use operators such as contains, equals, ends with and so on. For example, Source contains Zoom.

        Advanced Filter with String Source field
         
    • Picklist/Dropdown Configuration:
      • Select values from a predefined list.
      • Use operators such as in, not in, is null, is not null.

        Advanced Filter with Picklist Source field

Customers using string-based Source fields can migrate to the picklist-based configuration by contacting the Support team.

Key Benefits

  • Enables more precise segmentation based on communication sources.
  • Helps users refine insights across features such as Auto Email Capture, AI Follow-Up and related workflows.

Relationship Person Support in Timeline Activities 

Automatic Update

You can now search and select Relationship Persons as external attendees in Timeline activities. This helps you identify the right participants more accurately and view relevant context directly within the search experience.

Key Enhancements

  • Support for Relationship Persons in Search:
External attendee search now includes both Company Person and Relationship Person records in Timeline activity. Search results are grouped into three sections based on the attendee type: 
    • Company Person
    • Relationship Person
    • User
  • Context Based Display Order:
Section order is based on the activity’s primary context. If Company is the primary context, Company Person results appear first followed by the  Relationship Person results.
  • Conditional Section Display: Sections are displayed only when relevant search results are found. For example, the Relationship Person section appears only if matching results are available.
  • Attendee Context on Hover: Hovering over attendee details now indicates whether the participant is a Company Person or a Relationship Person.

    Attendee details indicating whether the participant is a Company Person or a Relationship Person

Inactive Company or Relationship Person records do not appear in search results.

Key Benefits

  • Enables precise selection of external attendees.
  • Organized and context-based search results improve usability.

For more information on relationship person search, refer to the Log Activities To Timeline article. 

Sync Webex and Salesloft Meetings to Timeline Using AI Follow-Up 

Admin Controlled

Gainsight CS now integrates with Webex by Cisco and Salesloft as meeting providers through AI Follow-Up, enabling you to automatically ingest meeting data from respective meeting platforms into your Timeline. This ensures that customer interactions are reflected in your Timeline engagement insights without manual imports or workarounds.

Key Capabilities

  • Sync Webex and Salesloft Meeting to Timeline: Once authorized or connected, meetings held on Webex and Salesloft are directly logged into Gainsight Timeline as synchronized meeting activities.
  • Participant and metadata capture: Meeting participants, timestamps, and related metadata are automatically recorded.
  • Activity Highlights: Each timeline activity has automated summary, action Items, automated risks and issues, and topic-level sentiments.
  • Reportable Insights: Activities synced from Webex and Salesloft can be reported in the Activity Timeline object using the source values WEBEX and Salesloft.

Webex card in Integration page with Connect option

Key Benefits

  • View Webex and Salesloft engagements alongside data from all sources into a single place (Timeline).
  • Eliminate the need to manually add or upload meeting details, the system handles it automatically.
  • Maintain consistent and unified account-level activity logs to support analysis and decision making.

Salesloft card in Integration page with Connect option

For more information on Salesloft integration, refer to the AI Follow-Up & Auto Email Capture Admin Guide article. 
For more information on Webex by Cisco Integration, refer to the AI Follow-Up & Auto Email Capture Admin Guide article.  

User Management

[Know More]

PKCE Support for OAuth

Admin Controlled

Gainsight has introduced Proof Key for Code Exchange (PKCE) support for user-level OAuth authentication. This enhancement adds a new Enable PKCE toggle within the OAuth configuration under User Management. When enabled, PKCE adds an additional security layer to the OAuth authorization flow, protecting against authorization code interception attacks.

PKCE is a security standard recommended for OAuth 2.1 systems This capability is also a prerequisite for enabling the Model Context Protocol (MCP) integrations with external LLM platforms such as ChatGPT and Claude.

A maximum of three user OAuth connections can be created.

OAuth application settings showing Enable PKCE option and callback URLs configuration.

For more information on how to enable PKCE, refer to the OAuth for Gainsight APIs article.

Additional Resources

For more information about the previous or upcoming major release versions/dates, refer to the Gainsight CS Release Process [updated for 2026] article.