Gainsight CS Release Notes Q4 January 2026

Browser Support Policy Update

To ensure a secure and reliable experience, Gainsight follows a modern browser support policy. We officially support the latest two stable versions (N-2) of major browsers, including Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari.

Older or end-of-life browser versions may temporarily function but are not guaranteed to be secure or compatible and may be blocked as part of ongoing security enhancements.

This policy applies to all forms of web access, including browser-based access and plugins that operate within mailboxes.

For more information on supported browsers, see:

• Introduction to Gainsight NXT and Overview of Onboarding
• Admin Login to Gainsight NXT
• User Login Methods to Gainsight NXT

OAuth Secret Rotation Enhancements in Connectors UI

Gainsight has introduced a new enhancement in Connectors to improve the security and manageability of OAuth-based connections. Admins can now rotate Machine-to-Machine (M2M) OAuth secrets using the new Re-Generate Secret option.

What’s New

• UI Update: A Re-Generate Secret button has been added for OAuth authorization in the Create Connection dialog box
• Token Validity Window: After regenerating the secret, the existing access token remains valid for up to 24 hours to allow a smooth transition and prevent disruptions.

This update applies to connectors that use OAuth authorization, including but not limited to Gainsight APIs. 

Recommended Actions

• Update Client Apps Promptly: After regenerating a secret, admins should update all connected applications within the 24-hour window to avoid authentication issues.
• Follow rotation best practices: Gainsight recommends rotating secrets regularly as a best practice.

The new Re-Generate Secret option enables proactive secret rotation without impacting ongoing integrations.

Connector Cards Now Display Last Authenticated Date

Connector cards now display the Last Auth Date for each connection, helping admins monitor token longevity and ensure timely key rotation for enhanced security. This update provides visibility into token authentication history.

This update applies to all connectors, except the following:

• Gainsight Connectors: Product Experience, Customer Communities, Customer Education, and Skilljar.
• Custom Connectors
• Bulk API Connector (Only for OAuth authentication)
• SurveyMonkey Connector

For these connectors, the Last Authenticated Date will display as Not Available (NA).

Backend Optimization for Timeline-Based Responses 

Gainsight has optimized the backend logic of the Company-level AI Cheat Sheet to improve Copilot’s ability to generate more accurate and context-rich responses using Timeline data.

What’s New

• Backend logic in AI Cheat Sheets now better interprets and extracts relevant content from Timeline activities.
• This update applies only to Company-level Cheat Sheets, not Relationship-level.

Refresh Behavior

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

Extended Group Send to all User Personas 

Gainsight is excited to extend Group Send capabilities to all user personas using an admin-configurable compliance framework. This enhancement replaces the previously hardcoded CSM-based access model with a flexible, rule-based system, giving admins more control over which users can send emails to specific companies and relationships.

Key Enhancements

• Admin-Controlled Group Send Permissions: Previously, only users listed in the CSM field could send emails to associated companies or relationships. Admins can now define which users are allowed to send emails by configuring permissions in Administration > Communication > Email Configuration > Compliance using:

  • Company or Relationship personas in the User Lookup section. For example: CSM, Account Manager. 
  • User groups defined in User Management. Groups can be assigned email access to companies or relationships based on defined filters.
    Example: A user group can be granted access to send emails to companies with ARR under $100K, ideal for pooled support models without dedicated CSMs.
  • Filter-based criteria using company or relationship fields.
    
    

• New Group Send Mode Toggle: A Group Send Mode toggle has been added to the People tab to retrieve relevant companies and relationships based on the Group Send Access Control set by the admin. This toggle is intended to support the transition from the legacy model to the new admin-controlled permissions framework.

  • Toggle OFF: People widget displays all your contacts based on the GS Home global filter. However, any Group Send actions, such as creating a list or sending an email, are not available.
  • Toggle ON: People widget displays the relevant Companies and Relationships contacts based on access controls configured by the admin. Email-sending permissions continue to be governed by the assigned permission bundle. Enabling this toggle does not grant email-sending access to end users.
    
    

For more information on Group Send, refer to the following articles:

• Group Send Admin Guide
• Group Send User Guide
• Group Send FAQs

Simplified User Creation and Role Assignment in Gainsight CS–Insight Agent (Staircase AI) Integration

Gainsight has simplified the process of assigning Insight Agent (Staircase AI) roles by enhancing its integration with Insight Agent (Staircase AI). Previously, users needed matching username and email values in Gainsight CS to be eligible for Insight Agent (Staircase AI) access. This constraint has now been removed, making the setup more flexible and admin-friendly.  

Key Enhancements

• Users no longer need to have matching usernames and emails to be synced with Staircase. This change accommodates organizations that use different identifiers in username, such as Salesforce IDs for usernames.
• If multiple users in Gainsight CS share the same email address, only one of them can be assigned a Staircase role and access Staircase in the CS platform.

Key Benefit: This enhancement removes a key limitation in the Insight Agent (Staircase AI) integration, allowing greater flexibility in user provisioning and making it easier for admins to manage access, especially in environments with non-standard username/email formats.

For more information on how to configure user access, refer to the Implement Insight Agent (Staircase AI) Integration article. 

Email Template Builder Enhancements

Gainsight has upgraded the Email Template Builder to improve performance, formatting accuracy, and editor stability. While the underlying technology has been improved, the user interface and day-to-day workflow remain unchanged.

What’s Changed

• Upgraded core library change: GrapeJS Upgraded version powers the builder with improved stability.
• Editor change: Integration with best in class TinyMCE rich text editor to enable smarter copy-paste support from tools like Microsoft Word and Google Docs. This improvement applies to:
  • All areas where end users can draft emails, including Email Assist (Send Email in Cockpit, Timeline, P360) and Group Send. 
  • Email Template Builder—in both the admin editor and the end-user template editor within Group Send.
    Note: There is no change in end user experience.
    
    

• Simplified Block and Container Selection: Users can select any container option from the Blocks library when creating email layouts. Each selected block displays a predefined number of containers. Gainsight has now restricted adding additional containers in a block, however you can select from available block-container options or choose to remove containers. This enhancement standardizes the email template design process, ensuring consistency, reducing layout errors, and simplifying email creation.
  Note: There is no impact on any existing templates.
  
  

• Advanced Settings (Template Optimization Mode): A new Advanced Settings option, available in the Elements tab, helps optimize performance when working with complex or highly styled templates. You can use this setting when:

  • The template is very large or heavily formatted.
  • The editor UI freezes, lags, or scrolls slowly.
  • You are importing HTML (pasting code) and notice a performance degradation.
    
    

For more information on Email Template Builder, refer to the following articles:

• Best Practices for Using Email Templates
• Email Template Builder

Enable Multi-Currency Support in Dynamic Programs

Dynamic Programs now offer multi-currency configurations, aligning with the capabilities of the classic Journey Orchestrator. This enhancement ensures accurate handling, conversion, and display of currency fields throughout the dynamic program environment.

Key Enhancements

• Currency Field Mapping: Admins can map Currency Code fields when adding currency data types to ensure correct configuration in multi-currency environments.
• Consistent Currency Display: Currency values are consistently converted based on your configured currency settings and are displayed across:
  • Participant grids
  • Currency field tokens in Email
  • Currency field in embedded reports
    Note: Currency conversions only apply to the areas listed above. The remaining module areas will be processed in corporate currency.

For more information, refer to the Redesigned Advanced Program Admin Guide article.

Test Run Programs Before Publishing

Gainsight admins can now test-run JO programs in real-time. This capability enables administrators to thoroughly validate program flows before publishing, thereby reducing errors and unknown outcomes in complex programs. The test participants simulate branching conditions, email versions, and token resolutions with actual participant data.

A Test Run button is added to the Programs Editor page. Click this button and choose one of three outcomes: Positive, Negative, or Random, to select the program flow and participants for the test run.

Key Benefits

• Enhanced Reliability: Validate program accuracy with test runs using sample participants.
• Complexity Management: Build more intricate and reliable programs with confidence.
  
  

For more information, refer to the Redesigned Advanced Program Admin Guide article.

Enhanced Participant Sync Control

Gainsight has introduced a new Participant Sync toggle Journey Orchestrator that allows admins to pause participant sync for a program temporarily. This lets the admin review and adjust participant filters or conditions as needed, then resume sync without modifying or canceling the setup to ensure the right participants are included in the program.

What’s New

A Participant Sync toggle has been added to the Program List page. This toggle allows you to enable or turn off the scheduled synchronization of participants for a specific program.

• When toggled off: The program does not sync participants as per the schedule.
• When toggled on: The participant sync resumes as scheduled.
  Note: This toggle applies only to programs with a schedule.

For more information, refer to the Redesigned Advanced Program Admin Guide article.

Multi-Select Picklist Enhancements in Group By Functionality

Gainsight has enhanced the Group By functionality to improve how multi-select picklist data are processed and displayed in reports. This enhancement improves data segmentation and analysis for reports that include records with multiple selected values.

Key Enhancements

• Expanded Grouping Support: You can now group report data by multi-select picklist fields and view results for both individual and combined values. Earlier, you could only analyze combined values.
• Full Value Attribution: When a record contains multiple selected values, aggregated metrics such as Count or Sum are applied in full to each value, so the overall totals can exceed the total for a single record.
  Note
  • Sorting continues to follow the existing Group By configuration for consistent report visualization.
  • Reports built on Salesforce (SFDC) objects do not support grouping by multi-select picklists.

Limitation: For chart-based reports, the drilldown report data is accurate, but the record count displayed may be inaccurate when Individual values is selected for a multi-select picklist field in Group By.

Key Benefit: Support for multi-select picklist grouping allows more accurate segmentation and visualization that includes multiple selections without requiring additional configuration.

For more information on configuring and using Group By, refer to the Create and Share Reports article.

Streamline Report Analysis with Multi-Level Grouping and Pivot

You can now apply multi-level row grouping and pivoting within the same report in Report Builder, giving you greater flexibility to analyze data from multiple perspectives in a single view. Use row grouping to explore hierarchical data across multiple levels, and pivoting to summarize key metrics side by side using different Group By fields all within the same report.

Key Enhancements

• Multiple Row Grouping Levels: You can apply row grouping on multiple fields within the same report to view hierarchical data structures. Pivot can then be applied on one Group By field at a time, provided it is not row grouped, to view column-level summaries.
• Single Pivot Level: You can pivot one Group By field at a time.
• Row Grouping and Pivot Together: You can apply both pivot and row grouping simultaneously when the following conditions are met:
  • At least three fields must be present in the Group By section.
  • Pivot and row grouping cannot be applied on the same field.
  • At least one Group By field must remain neither pivoted nor row grouped to anchor the dataset.
• Supported Fields: Row grouping, when used together with pivot in the same report, is supported only on Group By fields.

Key Benefit: You can easily analyze and review multiple layers of grouped and summarized data in a single report, eliminating the operational overhead of maintaining separate reports.

For more information on using row grouping and pivot, refer to the Create and Share Reports article.

Increased Execution Log History in Rules Engine

Gainsight has extended the execution log history period in Rules Engine. Instead of showing only the last 20 executions in the past 30 days, users can now view all rule executions done in the past 30 days.

Key Benefit: This enhancement improves traceability, troubleshooting, and audit readiness by allowing more comprehensive visibility into recent rule executions.

Example Business Use Case: If a rule runs multiple times a day, for example, once every two hours, you could previously only see logs for less than a day of execution history. With the new 30-day window, you can now audit how that rule performed over an entire month.

For more information on increased execution log history, refer to the Schedule and Execute Rules article.