Gainsight CS Release Notes Q2 July 2026

Increased Daily API Call Limit for Gainsight CS Essentials

Gainsight has doubled the daily API call limit for Gainsight CS Essentials from 50,000 to 100,000 calls per day, giving customers more capacity to connect Gainsight to AI assistants and agentic workflows through the Gainsight CS MCP Server. The per-minute rate limit of 100 calls per minute remains unchanged.

For more information, refer to the Gainsight CS Packaging Overview article.

Trusted IPs Move to Security Section

The Trusted IPs settings, previously accessible under Administration > Network Access, are now available under Administration > Security. No configuration changes are required; existing IP allowlist data carries forward unchanged.

Protect Against Clickjacking with Trusted Domains

The new Trusted Domains settings page under Administration > Security lets admins build a tenant-level allowlist of domains permitted to embed the Gainsight application and activate Content Security Policy header enforcement with a single toggle.

Once enabled, the browser blocks any domain not on the allowlist from embedding Gainsight CS in an iframe, protecting customers against clickjacking attacks.

What's New

The following capabilities are available:

• Trusted Domains: A new Trusted Domains tab in Security lets admins add, edit, delete, and search the list of domains permitted to embed the Gainsight application.
• Wildcard Subdomain Support: Domain entries accept wildcard subdomains (for example, *.abbett.com). The page validates the format inline and displays an error for invalid entries.
• Content Security Policy (CSP): A toggle on the Trusted Domains page activates Content Security Policy header enforcement at the tenant level. The toggle is turned off by default; admins can enable it when all required domains are on the allowlist.

Example Business Use Case

A company embeds Gainsight in an internal customer portal at portal.acme.com and in its Salesforce org. The admin adds portal.acme.com to the allowlist and turns on the toggle. From that point forward, only those two origins can embed the application; any other domain attempting to do so is blocked by the browser.

For more information on trusted domains, refer to the Protect Against Clickjacking With Trusted Domains article.

Manage and Audit Your Gainsight Instance Using the Admin CLI

The Gainsight Admin CLI is a set of terminal commands that are optimized to let an AI agent like Claude read and write Gainsight configuration programmatically. Instead of navigating the Gainsight UI to audit or modify configuration, admins can connect their AI agent to their Gainsight instance and instruct it in plain English. 

The AI agent translates the request into CLI commands, executes them, and reports back with findings or confirms completed changes.

Key Capabilities

The Admin CLI ships with read and write access across the following modules:

Key Benefits

The Admin CLI enables three categories of AI-assisted admin work:

• Instance Discovery and Documentation: Ask your AI agent to audit an org and return a structured summary of scorecards, rule configurations, redundancies, and gaps. Useful for onboarding handoffs and health checks.
• Process Design and Brainstorming: Describe a business process in plain English. Your AI Agent inspects the instance and proposes a configuration plan before anything is built.
• Configuration Through Write Operations: Once you confirm a plan, AI Agent creates objects, fields, rules, and Journey Orchestrator programs directly in the live instance.

Prerequisites

Before using the Admin CLI, ensure the following are in place:

• Node.js: Node.js must be installed on your machine.
• Super Admin Access: A Gainsight super admin account is required to authenticate and connect the CLI to your instance.

Example Business Use Case

A CS Ops Director asks their AI Agent to summarize how their customer’s scoring is set up. The AI Agent pulls the configuration using the CLI and returns a structured summary in minutes, a task that previously required an admin to compile a report over one to two weeks.

For more information on how to install Gainsight Admin CLI, refer to the Configure Admin CLI article.

Create Programs with AI Assistant

Journey Orchestrator now introduces Build with AI, a capability that enables admins to create programs from a natural-language prompt.

Instead of starting from a blank canvas, admins can describe the journey they want to build. The AI assistant generates a structured, near-publishable program draft using the existing published programs data, available email templates, and out-of-the-box best-practice templates.

What’s New

Administrators can now create Journey Orchestrator programs with AI Assistant from the Programs page.

Use AI Assistant to create draft programs for common journey scenarios, such as:

• Welcome and onboarding programs
• NPS or CSAT survey programs
• Renewal and retention reminders
• Re-engagement campaigns

What’s supported?

AI assistant currently only supports the following:

• Audience selection
• Email
• Email Outcomes
• Survey
• Survey Outcomes
• Delay

Audience sources are limited to Data Designer and Segments type.

Limitations

AI Assistant operates with the following constraints:

• AI assistants do not publish programs directly. Admins must review and publish all programs generated on the program editor page.
• The Evaluate step and other unsupported elements, including conditions, are not supported through the AI assistant and must be added manually if needed.
• The AI assistant does not create new data sources, email templates, or surveys. It can select only existing segments as data sources and use existing email templates and surveys.

Example Business Use Case

Use the following sample prompts to create different types of programs:

• Onboarding: Create an onboarding program for active customers in the New stage. Send a welcome email, wait seven days, and send a feature introduction email.
• NPS: Create an NPS program for active customers in the Onboarding stage. Send an NPS survey and a reminder after 10 days if the customer does not respond.
• Product Adoption: Create a product adoption program for customers who have not used Analytics in 30 days. Send a benefits email, wait five days, and send a how-to email.
• Renewal: Create a renewal program for customers whose contracts expire within 90 days. Send a value-summary email and create a renewal review email after 14 days.

To create a program that meets your requirements, include the program type, audience or segment, action types, and the purpose and timing of each action in your prompt.

For more information about AI program builder, refer to the Create Programs Using AI Assistant article.

Control Data Access with AI Tool and Object Management

Gainsight CS introduces a dedicated settings page where admins can control what the MCP server exposes to LLMs. Two independent controls, AI Tool Management lets teams restrict access at the tool level and the Object level, respectively, without requiring a full MCP deactivation.

When Gainsight CS uses MCP-powered surfaces, including Copilot, Gainsight AI Agent in Slack, and external clients such as ChatGPT, only the tools and objects that are active in these settings are accessible.

Key Capabilities

• Tool Management: Admins can mark individual MCP tools as active or inactive from the settings page. Tools that are turned off are not available to LLMs and are excluded from all MCP-powered surfaces, including Gainsight Copilot and Gainsight AI.
• Object Management: Admins can mark specific data objects as active or inactive. Objects that are turned off are not exposed to LLMs and cannot be retrieved by any MCP tool, regardless of which tools are active.

Tool Management

The following table describes the controls available in Tool Management:

• Dependencies: Enabling an inactive tool with dependent objects triggers a confirmation prompt. Confirming activates all inactive dependent objects. Deactivating a tool does not affect its dependent objects. They remain active until explicitly deactivated.
• Locked Tools (Core tools): The tools below cannot be modified and are excluded from all actions.

• Get Picklist Values
• Get Records
• Resolve Customer
• Resolve User

• Reconnect Requirement: Any tool state change, direct or triggered by an object change, requires Admins to reconnect their MCP client. Object-only changes with no tool impact do not require a reconnect. This is especially valid for ChatGPT.

Object Management

The following table describes the interface controls available in Object Management.

• Dependencies: Enabling a tool activates its required objects. A confirmation prompt lists all affected items before the change is applied. An inactive object can be enabled freely at any time without affecting its tool. An active object when deactivated a confirmation prompt informs the admin that the tool also needs to be turned off.
• Locked objects: The objects below cannot be modified individually or in bulk.

• Company
• User
• Relationship
• DA Picklist

For more information on how to manage tools and objects, refer to the AI Tool Management article.

Track Email Responses

Email Manager now tracks email replies from customers. Previously, the platform could track email opens and clicks but had no mechanism to detect when a recipient replied to an email. This enhancement introduces the Email Responded metric, enabling you to measure how many unique recipients replied to emails sent through Journey Orchestrator (JO), Email Assist, and Group Send. This helps you more accurately evaluate customer engagement and outreach effectiveness. 

What's New

• Email Responded Metric: A new Responded column has been added in Email Manager > Outbox to track the number of unique recipients who replied to your emails.

  
  Additionally, Email History displays the same Responded metric for emails sent through Email Assist.

  

• Responded Email Engagement Details: For each email thread, the system captures the details of customers who responded to your email. You can now filter and segment email performance using the Responded status alongside existing statuses such as Opened, Clicked, Bounced, and Failed.

  

• Reportable Responded Data: Response data is captured in the Email Log V2 object with the addition of the following fields:

  • First Responded Date
  • Last Responded Date
  • Is Responded
  • Total Responded

Key Benefits

• Track actual customer responses instead of relying on less accurate open and click signals affected by privacy filters and bots.
• Evaluate email performance using meaningful engagement (replies), helping you optimize messaging and timing.
• Measure the true impact of email campaigns using response-based metrics such as response rate.
• Use response data in Email Log V2 object to build reports, segment audiences, and drive targeted actions.

For more information on the tracking email responses, refer to the Group Send User Guide and Email Log V2 Object article.

Generate AI-Powered Subject Lines and Preheaders

Users can now generate subject lines and preheaders directly inside the Email Template Builder using AI. Instead of writing subject lines manually, AI can help you generate subject lines and preheader texts from the email body content.

Key Capabilities

• Auto-generation from email content: The AI reads the email body and generates three labeled subject line and preheader variations in one action.
• Three tone variations: Conversational, Direct, and Outcome-focused each suited to a different communication context.

  
   

• Inline refinement chips: After generation, use Elaborate it, Shorten it, or Make it sharper options to adjust the output without rewriting.

  
   

• Custom instruction input: Enter a free-text instruction to guide the AI toward a specific tone, angle, or brand voice.
• Token preservation: Merge tokens (personalisation variables) in the subject line and preheader are preserved through generation and refinement.
• Error handling: If generation fails, the feature surfaces a clear inline error message and allows you to retry without losing your draft content.

Key Benefit: AI-generated subject lines reduce the time CSMs spend on copy decisions and give writers a structured starting point across multiple tone options. Refinement chips allow fast iteration without leaving the builder.

For more information on the preheader and subject, refer to the Email Template Builder and Design Email Templates for Group Send article.

Translate Email Templates Directly in the Template Builder

You can now translate an entire HTML email template into multiple languages directly from the Email Template Builder. A single action sends the full template including body copy, subject line, and preheader for translation, while preserving the HTML structure, inline CSS, and merge tokens throughout.

Key Capabilities

• Full-template translation: A Translate tab is added in the Create Version dialog box that translates the entire HTML email template, body, subject line, and preheader in one action.

  
   

• HTML and CSS preservation: The HTML structure and inline CSS are retained after translation. Layout and styling are not affected.

  
   

• Token preservation: Merge tokens (personalization variables) embedded in the template are preserved and not translated.

Key Benefit: Manual translation of HTML email templates is time-consuming and risks breaking layout or losing tokens. Automated translation eliminates this effort and enables teams to deliver localized communications without specialist HTML or translation knowledge.

For more information on translation of email templates, refer to the Email Template Builder article.

Track Program Outcomes with Program Goals

Journey Orchestrator (JO) now supports Goals, enabling admins to measure the business impact of programs beyond traditional engagement metrics such as email opens and clicks. Instead, measure business outcomes such as Health Score improvement, lifecycle stage changes, renewal date changes, or other account and relationship-level metrics. Admins can also map a financial value field, such as Annual Recurring Revenue (ARR), to calculate total Influenced ARR for successful program participants.

Key Features

• Goal evaluation runs on the standard JO participant processing cycle.
• View goal performance on the Goal Completion and Financial Attribution widgets on the Program Analytics dashboard.
• ARR is counted once per unique account or relationship, even if the account re-enters the program or multiple participants meet the goal.
• Business Outcome goals are restricted to Company and Relationship objects based on the program entity.

For more information on goals, refer to the Configure Program Goals article.

Edit Execution Schedules for Active Programs

Admins can now update the execution schedule for email and action steps in an active Program using Edit. This enhancement allows admins to adjust the day, time, and timezone of a step after the program is published, without stopping, cloning, or recreating the program.

What’s New

• Action Execution Schedule toggle is enabled in edit mode of an active program even if it was not configured in the original program.
• Change the execution day for email and action steps.
• Update the execution time configured for a step.
• Modify the timezone used for execution.

For more information on edit execution, refer to the Program Elements article.

Survey URL and Page Open Count Moved to Survey Participant Object

Journey Orchestrator (JO) now stores Survey URL and Survey Page Open Count in the Survey Participant object.

For all new programs created in the Advance programs, these survey participant details are captured in the Survey Participant object instead of the Advanced Outreach Participants object.

Key Benefits

• Access survey participant details from the appropriate survey-specific object.
• Improve data organization by storing survey engagement details in the Survey Participant object.
• Use the Survey Participant object as the source for survey URL and page open count data in new Programs.

For more information, refer to the Program Element article.

Improved Journey Analytics Dashboard

Journey Orchestrator now includes enhanced Journey Analytics to help admins monitor program health and analyze performance from a centralized dashboard.

What’s New

• Consolidated Journey Analytics Dashboard: A new dashboard provides out-of-the-box widgets to track reach, engagement statistics, and statistics on email templates across programs.
• Interactive Reporting: The new dashboard supports drill-down on all widgets into the report builder, allowing admins to analyze journey performance by business dimensions such as Account Tier, CSM, and Region, reducing the need to create separate custom reports.
• Improved Email Reporting: Teams can better review email engagement metrics, including open rates and click rates, and drill down into detailed reports for further analysis.

Key Benefits

• Monitor program health faster
• Reduce manual reporting effort
• Analyze performance across customer segments
• Investigate engagement, drops, and failures more easily

For more analytics information, refer to the Reports Across Programs article.

View Program Status Summary

Admins can now monitor the health and activity of their Journey Orchestrator programs at a glance with the new Program Operational Summary cards on the Programs list page.

What’s New

The following summary cards are added to the programs page:

• Total Programs: Total number of programs in Journey Orchestrator.
• Active Schedules: Programs with active schedules.
• Idle Programs: Active programs with recurring schedules and no participant activity.
• Failures: Programs with participant sync failure or system failures during execution in the last 24 hours.

Admins can click a summary card to filter the program list. To return to the full list, admins can click the Total Programs card.

For more information on program summary cards, refer to the Programs List Overview article.

Branch Journeys Based on Email Responses

Journey Orchestrator now provides the Responded / Not Responded outcome for email elements. This outcome allows admins to evaluate whether a participant replied to an email and create separate journey paths based on the response.

Previously, Journey Orchestrator evaluated whether a participant opened an email or clicked a link in an email, and the outcome selection was automatic. With this enhancement, admins can select the email engagement outcome they want to evaluate. They can now evaluate engagement beyond email opens and link clicks and identify participants who responded to an email.

What’s New

When you select Responded / Not Responded for an email element, Journey Orchestrator evaluates the participant’s reply status and routes the participant to one of the following paths:

• Responded: The participant replied to the email.
• Not Responded: The participant did not reply to the email within the configured evaluation period.

For more information on email responses, refer to the Program Elements article.

Query Gainsight Data Using Your Existing Reports in MCP

Gainsight CS Model Context Protocol (MCP) now searches your report definitions to better understand your natural-language queries, helping deliver more accurate and relevant results.

What’s New

The following capabilities are now available:

• Search Reports: When you submit a query, Gainsight CS MCP automatically searches across reports you have access to. It matches report names, descriptions, and filter logic against your query to identify relevant reports.
• Fetch Report Data: Once a relevant report is identified, Gainsight CS MCP retrieves the data from that report.
• Modify Report Logic Dynamically: LLM can also modify the report to better answer user's query, Gainsight CS MCP can apply the following modifications:

• Add fields not originally included in the report output.
• Add new filters based on your query criteria.
• Modify existing unlocked filter values to match your request.
• Remove unlocked filters irrelevant to your query.

• Recognize Tenant Vocabulary: You do not need to translate internal vocabulary into Gainsight field names. Because reports encode your organization’s terminology, such as custom tier names, account segments, or team labels, the MCP understands these terms automatically.

Key Benefits

This enhancement provides the following outcomes:

• Existing reports now serve as a knowledge layer for Gainsight CS MCP, enabling natural-language querying without additional configuration.
• Query results automatically respect your data governance rules, so locked filters remain enforced, and only reports within your permissions are searched.

Limitations

The following constraints apply to report-based querying:

• Only reports with a Matrix Data Architecture (MDA) connection type are included. Reports sourced from Salesforce (SFDC) or other external connections are not.
• Only reports that have run in the last 90 days are included.
• Reports without meaningful names or descriptions may not appear in search results, as Gainsight CS MCP relies on report metadata to determine relevance.
• Locked filters in a report cannot be altered or removed.

Example Business Use Case

A CSM asks: “Show me all Enterprise-tier accounts with open renewals.”

The Gainsight CS MCP searches accessible reports, identifies one that filters by account tier and renewal status, applies the relevant filter values, and returns the scoped results.

For detailed setup instructions, refer to the Set Up Gainsight CS MCP Server Integration article.

Query Your Portfolio Data in Gainsight CS MCP

Gainsight CS MCP now supports portfolio-level queries by reading the filters you have configured on the Gainsight Home.

When you reference My Portfolio in a query, the MCP retrieves your personal Gainsight Home filters and applies them automatically.

What’s New

The following capabilities are now available:

• Retrieve Portfolio Filters: Gainsight CS MCP now reads the company and relationship filters that you have set, which define your portfolio scope.
• Automatic Filter Application: When your query references “My Portfolio”, the MCP retrieves your Gainsight Home filter configuration and applies those filters to the query. Only companies or relationships matching your portfolio criteria are returned.
• Company and Relationship Support: Both company-level and relationship-level Gainsight Home filters are supported and applied automatically to matching queries.

Prerequisites: At least one filter must be configured on the Gainsight Home.

Key Benefits

This enhancement provides the following outcomes:

• Gainsight CS MCP reads your Gainsight Home filter configuration automatically, so you do not need to specify account lists or filter criteria in every query.
• The portfolio definition used in Gainsight CS MCP GS Home queries filters on Company and Relationship objects only, ensuring a consistent view of your book of business across Gainsight.

For more information on how to query Query Relationships and Create Records Directly from Copilot refer to the Copilot section.

Limitation: Gainsight CS MCP determines portfolio scope exclusively from the Gainsight Home filters. It does not read portfolio definitions from other Gainsight surfaces or configurations.

Example Business Use Case

A CSM has configured a filter in Gainsight Home where ARR is greater than or equal to $1 million, resulting in a scoped set of companies in their portfolio view.

The CSM asks: “Get the ARR and CSM details of companies in my portfolio.”

The Gainsight CS MCP retrieves the Gainsight Home filter, queries the Company object with that filter applied, and returns the ARR and CSM assignment details for the matching companies.

For detailed setup instructions, refer to the Set Up Gainsight CS MCP Server Integration article.

Search Contacts for Companies and Relationships in Gainsight CS MCP

CSMs can now look up account contacts directly through the MCP server using natural-language queries.

What’s New

The following capabilities are now available:

• New Search Contacts tool: The Gainsight CS MCP server includes a dedicated tool that retrieves contact information from any company or relationship. When you ask a question such as “Who are the key contacts at Abbett?” the server identifies the company, invokes the Search Contacts tool, and returns relevant people from the Person object.
• Filter-aware queries: You can refine contact searches by attributes such as role, title, or other Person-object fields. For example, asking “Get me contacts from Abbett whose title is Director” applies a filter on the title field and returns only matching results.
• Company and Relationship person support: The tool queries both the Company Person and Relationship Person objects in the backend, ensuring that contacts are returned regardless of how person data is structured in your Gainsight instance.
• Contextual response formatting: The tool retrieves a broad set of contact details, including name, email, role, title, and more. The LLM then selects and formats the most relevant fields based on the context of your query.

Limitation: This tool supports read-only access. You cannot create, update, or delete contacts through the MCP server.

Associate Records to Timeline Activities Created from CS MCP

Gainsight has extended Timeline's record association capability to the CS MCP connector. Company, Relationship, CTA, Success Plan, and Case records can now be associated to both new and existing activities directly through MCP, without leaving the MCP workflow.

What's New

• All field-level validations and required field checks that apply in the Gainsight UI are also enforced through MCP.
• Activities with inactive Activity Types cannot be created or updated through MCP.

Manage Reports with Tabbed View and Reordering in CSM Reports Widget

CSMs can now view and manage reports in the CSM Reports widget using a tabbed layout. Previously, all reports appeared in a scrollable list, which made it harder to quickly find and switch between reports.

What's New

• Reports now appear as tabs, making it easier to identify and navigate between them.
• CSMs can reorder report tabs to prioritize the most relevant ones.
• When adding reports, Gainsight filters the list by the logged-in CSM by default. CSMs can remove or modify this filter to search across all available reports.
• Filter selections are saved and restored the next time the widget is opened.

The following images highlight the differences between the new and previous user interfaces.

New UI

Old UI

For more information, refer to the following help articles:

• Spaces Widgets Configuration
• Spaces Widgets and Permissions for CSMs

Send Test Emails Before Sending Spaces Invitations

Admins and CSMs can now send test emails before sending Spaces invitations to customers to verify that the email content, formatting, and tokens appear correctly. 

What's New

• A Send Test Email option is available in the invite workflow for both individual and bulk invites.
• The logged-in user's email address is prepopulated by default and can be changed to any internal user's address.
• Sending a test email does not send an actual invitation or grant access to the selected company.

For more information, refer to the following articles:

• Manage Spaces Users and Invitations
• Spaces Widgets and Permissions for CSMs

View Relationship-Level Success Plans and Goals in Company Spaces

The Success Plans and Customer Goals widgets in Company Spaces now include a Company > Relationship column, showing assets from both the company and its associated relationships in a single view.

What's New

• Success Plans and Customer Goals created at the relationship level now appear alongside company-level assets in Company Spaces.
• Relationship Spaces continue to show only the assets for that specific relationship.

For more information, refer to the following articles:

• Spaces Widgets Configuration
• Spaces Widgets and Permissions for CSMs
• Spaces Guide for End Users

Filter Success Plans by Child Company in Spaces

Admins can now enable company hierarchy support for the Success Plans widget in Spaces. When enabled, CSMs can filter Success Plans by child companies and view child company Success Plans directly within the parent company's Spaces.

What's New

• Admins can enable Company Hierarchy from Spaces Configuration.
• To access this setting, go to Administration > Spaces Configuration, open the three-horizontal dots menu, and select General Settings > Success Plans.
• When enabled, a Filter Company Hierarchy icon appears on the Success Plans widget. CSMs can select which child companies to include, the parent company is always included and cannot be deselected.
• Child-company Success Plans are labeled with a Child tag so they are visually distinct from parent company plans.
• The Company > Relationship column shows the child company name alongside the relationship for each plan.

For more information, refer to the following articles:

• Spaces Widgets Configuration
• Spaces Widgets and Permissions for CSMs
• Spaces Guide for End Users

Display Child Company Report Data to End Users in Spaces

End users in Spaces can now see child company data in report widgets when a CSM enables the Show data from all children option. Previously, this data was visible to CSMs only.

What's New

• CSMs can enable the Show data from all children option on a report widget in the CSM Reports section within Spaces.

• When enabled, end users see the same rolled-up child company data as the CSM.
• End users do not see the Show data from all children toggle, only the resulting data.

For more information, refer to the following articles:

• Spaces Widgets Configuration
• Spaces Widgets and Permissions for CSMs
• Spaces Guide for End Users

Automate Spaces through Journey Orchestrator, Group Send, and Email Assist

Admins can now trigger Spaces invitations directly from a Journey Orchestrator program, Group Send, and Email Assist, allowing teams to send bulk invitations to users.

What’s New

• A new Spaces element is available in Email Template Builder to create Spaces invite templates. The element can be configured as a button or link, with user permission type (Collaborate and Invite or Collaborate Only) and link expiry duration.
• Two out-of-the-box Spaces invite templates are available for admins to use as a starting point.
• A Spaces-specific JO outcome options are available for the Email element when using a Spaces email template:
  • Invite Accepted: Triggered when a participant accepts the Spaces invitation.
  • Invite Not Accepted: Triggered when the configured Spaces invite expires, and the participant has not accepted the invitation.
    
• Admins can define next steps in the program based on whether a participant has accepted the Spaces invitation using the new evaluate branches.

For more information, refer to the Program Elements, Email Template New and Design Email Templates for Group Send articles.

Clone Timeline Activities

Users can now duplicate any existing Company or Relationship Timeline activity and open it in the activity composer with key fields already populated. This eliminates the need to re-enter notes, attendees, and custom field values when logging similar activities across customer accounts.

Key Capabilities

• Admin Configuration Controls: Admins must turn on the Enable Activity Cloning toggle in Timeline General settings to allow users to clone activities.

  
   

• Duplicate any activity: Clone any Timeline activity from the 360 page, the global Timeline, or a Timeline widget.

  
   

• Prepopulated composer: The cloned activity opens in the activity composer with subject, context, custom fields, attendees, and associated records already filled in.

  
   

• Independent activity: The cloned activity is a new, standalone record with no link to the original.
• Current date applied automatically: The activity date is set to the current date and time based on your system settings, not the original activity date.

Key Benefit: Activity cloning reduces repetitive data entry for CSMs who log similar activities across multiple accounts or recurring engagements.

For more information on how to clone an activity, refer to the Activity Options article.

Pin a Timeline Activity

Timeline now allows the Activity owner, a user with edit permissions, or a Gainsight Admin pin up to three activities at the top of the account Timeline, keeping the most critical account context visible to every stakeholder who opens the record.

Previously, users had no native way to surface a high-priority activity above the standard reverse-chronological feed. This often led to workarounds like logging activities with a future date to keep them visible, which corrupted reporting and broke rule logic.

Key Capabilities

• Admin Configuration Controls: Admins can turn on the Enable Activity Pinning toggle for users to pin up to three Timeline activities to the top of the account view in C360 and R360.

  

• Pin and Unpin Activities: The Activity owner or an Admin can pin an eligible Timeline activity from the three-dot vertical menu on any activity card. The same menu provides an Unpin option for already-pinned activities.

  

• Pinned Activity Display: Pinned activities appear at the top of the Timeline in a dedicated pinned section, above the standard chronological feed. Within the pinned section, activities are ordered from most recent to oldest. Each pinned activity displays a pin icon to distinguish it from standard activities.

For more information on how to pin an activity, refer to the Activity Options article.

Publish Admin-Defined Views to Timeline

Admins can now create named Timeline views with custom filters, and publish them directly to users, groups, or the entire team. Once enabled, these views appear in a dedicated Admin-Defined Views section in the Timeline views dropdown, giving every CSM a consistent, curated starting point without requiring them to configure filters themselves.

As AI-powered features such as Auto Email Capture increase the volume of logged activities, a focused Timeline view helps CSMs cut through noise and stay productive. Admins who manage large teams no longer need to train each user individually on filter configuration.

Key Capabilities

• New Views tab in Timeline Administration: You can create views from Timeline Administration, set a name, description, add basic filters (Activity Type, Activity Date), and advanced field-level conditions with AND/OR logic.
  
  
   

• Assign User Permission: Assign views to All Users, specific users or groups, or external persons.
  
  

• Actions on Views: You can edit, clone, or delete views at any time. Changes and deletions take effect immediately across all assigned users' dropdowns.
  
  

• Toggle views Active or Inactive: Turn off the Active toggle to make a view inactive. The inactive views do not appear in the user-facing dropdown.
• Views across Timeline: Users can switch to admin defined views from the view dropdown. However, users cannot edit the admin defined views. To customize, they can save a copy as their own personal view.
  
  
   

For more information on how to configure views, refer to the Configure Admin-Defined Views for Timeline article.

Associate Timeline Activities with Success Plans

Gainsight has enhanced the existing Associated Records capability in Timeline by introducing support for Success Plan associations. Admins can now enable users to link Timeline activities with relevant Success Plans for both Companies and Relationships, improving context and visibility across customer engagements.

Key Capabilities

• Admin Configuration Controls: Admins can enable or deactivate Success Plan association for Companies and all Relationship types. This setting is deactivated by default. Once enabled, users can search Success Plans using fields such as Name, Type, Status, and Owner. Admins can further customize searchable fields and filter criteria.

  
   

• Bulk Enablement Option: Admins can activate Success Plan association across all Companies and Relationship types at once using the Enable for All option, which applies default settings. Once configured from the General tab, the option no longer appears.

  
   

• Success Plan Association in Timeline: Users can associate Timeline activities with existing Success Plans directly from the Associated Records section.

  
   

Key Benefits

• Link activities directly to Success Plans, providing better insight into customer engagement and progress.
• Easily search and associate relevant Success Plans without leaving Timeline.
• Configure search, display, and filtering options to align with business needs.
• Quickly enable the feature across all entities using bulk enablement, reducing setup time.

For more information on how to configure associated records, refer to the Configure Associated Records to Timeline article.

Track the Source of Timeline Activity Updates

Gainsight has extended Timeline's edit history to capture the source of every activity update, making it easier to trace changes back to their origin.

What's New

• A new Modified By Source column is added to the edit history alongside the existing Fields, Modified By, and Modified Date columns, showing the origin of each update.
• The source of each update is captured. Examples include direct edits in Gainsight, API, Rules Engine, or CS MCP.

For more information, refer to the Activity Options article.

Identify Timeline Activities Created from CS MCP

Gainsight has enhanced Timeline to display a CS MCP source tag on all activities created or updated through the CS MCP connector, giving teams a quick way to identify and filter MCP-originated activities across all Timeline views. The Source field and Last Modified By Source field in the Activity Timeline object are available for reporting.

What's New

• The CS MCP source tag is visible on activities across all Timeline views.
• The CS MCP source value is available as a filter in views and reports using the Source field under the Activity Timeline object.

Configure Inheritance Expressions in Data Permissions

Admins can now define inheritance expressions in Data Permissions to control how access decisions are combined across related objects. Previously, when a sharing rule existed at the Company level, it automatically extended to Relationships, CTAs, Success Plans, and other child objects using OR logic, granting users access at any one level across all related objects.

Admins can now override this default behavior and define AND logic for specific user types, ensuring access is granted only when users meet conditions at multiple object levels simultaneously.

Example Business Use Case

A partner CSM manages only one relationship under an account. With the default OR logic, company-level access allowed them to view CTAs and Success Plans under relationships they were not associated with. With inheritance expressions, admins can scope that partner CSM to only the relationships they own, without affecting how other CSMs work.

How it Works

A new Inheritance Rules section is now available in Data Permissions for all objects. Admins can:

• Create rules based on user attributes, for example, Is Partner = true, and define whether AND or OR logic applies for that user type.
• Set rules at each object level independently across all objects.
• Use Manage Rules Priority to control which rule applies when a user matches multiple criteria.
• Leave the default in place (OR across all levels) unless a custom rule is explicitly configured.

For more information, refer to the Data Permissions article.

Enhanced Security for OAuth Client Secrets

Gainsight has introduced a security enhancement to protect OAuth Client Secrets in User Management > Authentication > OAuth Applications page. Client Secrets are no longer visible in the list view or the application details screen. This reduces the risk of unintended secret exposure.

When an application is created or a Client Secret is regenerated, the secret is displayed once in a secure dialog box. Admins must copy and store the secret before dismissing the dialog box. Once dismissed, the secret is permanently masked and cannot be viewed again.

Key Enhancements

• Client Secret hidden from list view: The Client Secret column no longer appears in the OAuth Applications list view. Only the Application Name, Client ID, and Status are displayed.
  
  
   
• One-time secret display: The Client Secret is displayed once in a popup immediately after creation or regeneration. The popup includes a Copy to clipboard option and a reveal eye icon to view the secret before dismissing.
  
  
   
• Re-Generate Client Secret: A new Re-Generate Client Secret button is available in the application details screen. Admins can use this button to generate a new secret when the existing one is lost or compromised.
  
  
   

For more information, refer to the OAuth for Gainsight APIs article.