CS On-Demand Features Release Notes March 2026

Access Copilot as an External API

Gainsight now supports Copilot as an External API, enabling Admins to execute Copilot queries programmatically from external systems using a Gainsight Access Key.

This capability allows organizations to integrate Copilot with external applications or AI platforms to access customer insights from Gainsight within their existing workflows. For example, you can integrate this API with AI agent platforms such as Microsoft Copilot Studio.

Key Capabilities

• Execute Copilot queries through a REST API.
• Receive AI-generated natural language responses.
• Retrieve structured data also when queries require tabular output.
• Returns the response in a single API call.

IMPORTANT: This feature is currently controlled by a feature flag. To enable, contact Gainsight Support by raising a support ticket.

For more information, refer to the Copilot API Documentation article.

Support Partial Save for Inline Survey Email Responses

Gainsight has enhanced tracking for inline survey questions embedded in emails. Previously, when respondents or bots 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. 

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.

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.

Add or Skip Steps in Active Program

Journey Orchestrator now allows you to add or skip steps using an improved editing experience. This update introduces structural safeguards that help protect live programs from breaking after you make changes.

You can now modify active programs without cloning them, while preserving participant flow and analytics integrity.

What Changed

The following enhancements have been made to the Dynamic Program editor window:

Add New Steps Using the Plus (+) Icon

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

Insert steps precisely where needed without restructuring the entire flow.

Skip Instead of Delete

Active program elements can no longer be removed. 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.

Key Considerations

Keep the following considerations in mind 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 100,000 active participants.
• Steps modified and saved can only be reverted by using the Undo icon or discarding the program.
• This feature is recommended for incremental updates, not a full program redesign.

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