Spaces FAQs
What is Gainsight Spaces?
Gainsight Spaces is a collaborative platform designed to facilitate communication and information sharing between vendors and their customers. It acts as a centralized hub for managing various aspects of the customer relationship, including customer health, interactions, key metrics, and shared goals.
Is Spaces a paid feature, or is it available to everyone?
Spaces is available to all Gainsight CS customers. However, to access it, your admin must first enable Spaces under Administration > Spaces Configuration and publish a layout. Once that’s done, CSMs can start sharing the layout with customers.
Is there a limitation on the number of end users that can get access to the Spaces per account?
No. There is no limitation on the number of end users that can get access to the Spaces per account.
Can Community users access the Spaces tab directly once they’re invited to a shared layout?
Yes. Once Community users are invited to a Spaces layout, they can access the Spaces tab directly from their existing login, no separate setup is needed. CSMs control which layouts are shared, so an invitation is required before Community users can see the tab.
We want this feature enabled for Admins only and not CSMs. Can this be achieved?
Partially yes. Admins can create and preview a Spaces layout without publishing it. However, to fully prepare and validate the metrics and view, it is recommended to apply the layout to a single preset customer. For example, a demo account. The layout publishing criteria allow you to restrict Spaces visibility to a specific customer or set of customers.
Additionally, you can restrict access to the Spaces module for CSMs (in the main menu) using permission bundles under Administration. However, if a layout is published and assigned to a Company or Relationship, it can still be accessed by the assigned CSM from the C360 or R360 page for that entity.
Can we restrict invites in Spaces to only internal users and the correct customer company?
Yes, Spaces invitations are permission-based. Only users associated with the relevant customer company can be invited. Additionally, only CSMs or designated end users with Collaborate and Invite permission can send invites, helping ensure that access is limited to intended internal users and external stakeholders from the correct customer account.
Is there a way to save a Shared Spaces layout without sending an invite?
Yes, you can configure and save a Shared Spaces layout without triggering an invitation. This allows CSMs to prepare and preview the content, adjust widgets, and finalize the layout before manually choosing to invite the customer at the appropriate time.
Is Spaces HIPAA compliant?
Yes. Spaces adheres to all shared Gainsight-level security and audit standards.
Are relationships supported?
Yes, relationships are supported.
Does Spaces support the pooled CSM model?
No, Spaces currently does not support the pooled CSM model. This means users cannot add customer contacts when no single CSM is assigned to an account. However, support for pooled CSMs is on our roadmap and is planned for a future update.
Is there a way to customize the Spaces email invite that goes out to the customers?
Yes, you can customize Spaces email invite. CSMs can tailor the content and branding of the invite email to better align with their company’s voice and style. Spaces branding, including fonts and colors, is inherited from the settings in the Branding tab located on the layout listing page. This includes modifying the welcome message and visual elements to ensure a consistent customer experience.
Can I rename fields in the Summary Ribbon to use more customer-friendly labels?
No, currently the Summary Ribbon does not support renaming field labels. However, Gainsight is extending this capability, similar to what's available in the Attributes widget.
Is there a way for administrators to push company-wide announcements or links to all customer shared Spaces at once?
No, there is currently no functionality that allows administrators to broadcast content like feature updates or support links across all customer Spaces in a single action. However, this enhancement is in our backlog and under active consideration for a future release.
Can we add a web page widget in Spaces to display external content?
Currently, Spaces does not support embedding external web pages via a widget. Only native Gainsight widgets, such as Notes, Reports, and Summary Ribbons, can be added to a layout. Support for web content embedding is not available at this time.
Can attachments be shared with customers in Spaces?
You can share document links using the Notes widget in Spaces. This widget is managed through the layout setup and allows you to add links to externally hosted documents. Direct file attachments are not currently supported.
What reporting capabilities are available to track Spaces adoption, such as shared Success Plans, user logins, invite activity, and engagement metrics?
You can create reports on Spaces user access to track user logins, invite activity, and engagement metrics. This data is also available on the Manage Spaces Users page. To track how many Success Plans have been shared, you can build a separate report on the Success Plan object. Together, these reports provide visibility into Spaces adoption and usage during your pilot phase.
Are SFDC objects supported in reporting within Spaces on the Gainsight Community?
No, SFDC objects are not currently supported in reporting within Spaces on the Gainsight Community. Reports in Spaces are limited to objects available within Gainsight NXT, and SFDC-based reporting is not yet enabled for display in this context.
Can Spaces be integrated with external communities like Higher Logic through Connectors 2.0?
No, Spaces currently supports integration only with the Gainsight Community. Integration with external community platforms is not supported.
Can we share Gainsight Goals in Spaces and what does that look like to the customers we share it with?
Customer Goals support in Spaces is currently not available, but it is on the roadmap. Goal-sharing capabilities will be introduced in a future Spaces upgrade to enable direct collaboration on shared goals.
Can end users modify filters, like time spans, on visualizations in Spaces preview or end-user view?
While the visualizations in Spaces are view-only by default, end users can use the More options > Filter menu available at the top right of the widget to apply filters based on specific field values—such as filtering data by created date. This allows limited interactivity without altering the underlying report configuration.
Can I customize the invitation message sent to customers, and have different versions based on layout or journey stage?
Yes, the invitation message along with its content, tokens, and branding can be customized. Branding elements such as fonts and text colors are inherited from the Branding tab on the layout listing page.
You also have the option to manually modify the Spaces email invitation before sending each one, allowing you to tailor the message based on layout or journey stage. However, this customization is a manual effort and not automated.
Can different users, for example, admins vs non-admins see different layouts based on their roles?
No, layout visibility in Spaces is based on company-level assignment criteria, not user roles. All users associated with a company will see the same layout assigned to that company, regardless of whether they are admins, CSMs, or other roles. Role-based layout differentiation is not currently supported.
Can I search for accounts in Spaces using the Account ID instead of the account name?
You can search using the company or relationship name, and the search results now include the Gainsight Company ID or Relationship ID as an additional meta descriptor. This helps you easily identify the correct entity within the same results menu, even if multiple names are similar.
Can we customize role titles like replacing CSM with TAM in Spaces?
No, customizing role titles such as replacing CSM with TAM is not currently supported in Spaces. Role labels and terminology are fixed across the platform and cannot be modified per organization.
Is it possible to create a standardized template for Shared Spaces?
Yes, admins can create standardized templates—called layouts—in the Spaces Configuration section. These layouts define the structure and content of Shared Spaces using widgets like Notes, Reports, and Summary Ribbons.
You can create specific layouts tailored to different requirements, such as:
- Region of operation, such as North America vs. APAC customers
- Company size, such as Enterprise vs. SMB
Using the layout assignment criteria, you can define rules based on fields like company name, industry, region, or segment to automatically assign the right layout to each account. This ensures that customers see content relevant to their context while maintaining consistency and efficiency for CSMs.
Can customers have view-only access to Spaces content like KPIs and reports?
Yes, customers have view-only access to content shared in Spaces, including KPIs, reports, and notes. They can interact with certain elements like filtering data using the More options > Filter menu in widgets, but they cannot edit, delete, or modify the underlying content configured by the CSM.
Will Spaces content adjust automatically for mobile devices?
No, Spaces is not currently optimized for mobile devices. While the content may load, the layout and widgets are not responsive and may not display correctly on smaller screens. It is recommended to access Spaces from a desktop or laptop for the best experience.
Is there a widget for storing and sharing files in Spaces?
There is no dedicated file storage widget in Spaces, but you can upload and share files through the Notes widget. This allows you to attach relevant documents for collaboration directly within Spaces.
Can we resize widgets in Spaces for better layout control?
No, widget resizing is not currently supported in Spaces. Widgets are placed in a fixed-width layout, and their size cannot be adjusted manually. Layout customization is limited to the order and visibility of widgets, not their dimensions.
Can we add a customizable timeline to highlight milestones and activities in Spaces?
No, Spaces does not currently support a customizable timeline widget for highlighting milestones or activities. While notes and reports can be used to share updates, there is no dedicated timeline component for visualizing progress or key events. This capability is not yet available in the current version of Spaces.
How can we prevent users from creating new contacts through Spaces if it's restricted elsewhere?
Admins can control this by using the Allow add person toggle available at the layout level in the top-right corner of the Spaces Configuration page. If this toggle is turned off, CSMs cannot add new person records during the Invite Users process. This setting ensures tighter control and aligns with broader contact creation restrictions across your system.
Can we see the date when a contact was invited to a Shared Space?
Yes, as an admin, you can view this information under the Manage Spaces Users page accessible from the layouts listing page. This section lists all end users invited to Spaces along with details such as Invited Date, Last Seen On, Invitation Status, and also provides options to change user permissions or revoke access for specific users.
Can I change background colors for notes or text widgets in Spaces?
No, changing background colors for Notes or text widgets within a Space is not currently supported. While you can format text, such as bold, italic and bullet points, layout styling like background color customization is limited to overall branding settings configured at the layout level.
Can admins create templates for preset fields and links in Spaces?
No, admins cannot currently create reusable templates with preset fields, text, or links within Spaces. Each layout must be manually configured with the desired widgets and content. Support for template-widgets or reusable content blocks is not available at this time.
Can Spaces updates be pushed to the Timeline automatically?
No, updates made within Spaces—such as adding notes or sharing reports—are not automatically pushed to the Gainsight Timeline. Any updates that need to be logged in the Timeline must be entered manually. Automated sync between Spaces and Timeline is not currently supported.
Can Spaces send email alerts to customers when content is updated?
No, Spaces does not currently send automated email alerts to customers when content is updated. Users will need to log in to Spaces to view the latest updates. However, when working on shared Success Plans, @mentioning a user in a comment will notify them, allowing CSMs to call out critical information directly.
Can the customer logo in the banner be pulled from the Company object for display in Spaces?
Yes, Spaces pulls customer logo from the Logo field of the Company object. However, the customer logo appears on the banner only if both the customer logo and the tenant logo are available. The tenant logo must be set either in the Community instance or the Customer Success (CS) instance.
Can customers respond to Notes within Spaces?
Spaces Notes are editable only by CSMs, not the customer.
Can the customer logo in the banner be pulled from the Company object for display in Spaces?
Yes, Spaces pulls customer logo from the Logo field of the Company object. However, the customer logo appears on the banner only if both the customer logo and the tenant logo are available. The tenant logo must be set either in the Community instance or the Customer Success (CS) instance.
Are there any limitations in functionality or performance that I should expect?
Current known functional limitations include the lack of Field-Level Permissions (FLP) support and the requirement for a named CSM on the Company or Relationship record to share a Spaces layout with customers.
No performance impact is expected from enabling Spaces.
How is my data handled? Is any personal or sensitive data collected?
End-user access to Spaces is strictly restricted to the company email ID it was enabled for. No additional data is collected by the Spaces module itself. Only the data explicitly selected for sharing with external users will be made available using the Spaces layout, and access to this data is fully controlled by your existing Admins and CSMs.
What measures are in place to protect my data and privacy?
All data handling complies with Gainsight's standard security protocols, including role-based access, and governance controls defined by your current admin configurations.
Is there a risk of data loss, and should I avoid using real or sensitive data?
Spaces is designed to securely share existing customer metrics and information, giving you full control over what is shared and with whom. It includes robust access management with delegate and non-delegate roles to ensure sensitive data is visible only to authorized users. Since no new or sensitive data is entered and only curated insights are exposed for collaboration, the risk of data loss is minimal.