AI Follow-Up Admin Guide

Set Up Google Domain

The IT Administrator has to perform the below steps to set up google domain:

1. If you are a Google Workspace Admin, install the Gainsight App for Calendar using this link.
   
   1. Click Admin Install to initiate the installation. The Admin install pop-up window appears.
       
   2. In the Admin install window, read the information and click Continue.
      
      Note: Gainsight App for Calendar asks for the following voluntary declaration: 
      • Save and download any calendar you can access using your google calendar
      • See information about users within your domain
      • See your primary google account email address 
      • View publicly available personal information 
        These permissions ensure meetings are processed correctly and accurately linked to the appropriate company and users in Gainsight once logged in the Timeline.
        Note: Ensure to select the appropriate option when installing the application in Google Workspace.
   • Gainsight recommends against auto-installing the app for your entire organization, even though this option is available. Auto-installation will sync all inboxes—including those of C-suite, legal, and procurement teams—to Staircase AI.
   • Gainsight recommends selecting specific groups or organizational units, ideally those that include your customer-facing teams. You can also leverage organizational units to control and limit access as needed.
   3. Select the I agree checkbox and click Next. 
   4. From the Search for groups, select a group and click Finish. The Gainsight App for Calendar is installed. 
      
   5. Click Next and close the pop-up window.
      
      Note: If you are not a Google workspace admin, click the ask your admin link in the Google card on timeline integration and share the instructions with them.
      
2. Sign into Gainsight CS.
3. Navigate to Timeline Administration > Integrations and click the calendar icon. The Integration tab opens. 
4. From the left navigation pane, click the Google card. 
   
5. Click Connect. If the configuration is successful, a success notice appears.
   
   Note: Directory sharing must be On for the sync to work.

Set Up Microsoft Domain

If your organization uses Microsoft Workspace, your IT Administrator must follow these steps to set up the Microsoft domain

1. Create a Security Group:
   • Coordinate with your IT Admin to create a security group (e.g., "Staircase") and nest all client-facing team groups (e.g., customersuccess@, support@, sales@, services@, etc.) within it.
   • Once completed, proceed with the domain installation.
     
2. Login to Gainsight CS. 
3. Navigate to Timeline Administration > Integrations and click the calendar icon. The Integration tab opens.
4. From the left navigation pane, click the Microsoft card. 
5. Click Connect.
   
6. Pick one of given Microsoft accounts or use another account on the Microsoft login page.
   Note: The account used must be a global Microsoft admin.
   
7. Review the permissions required and click Accept. You are redirected to Gainsight and if the configuration is successful, a success notice appears.
   
   Note: Staircase AI requests read-only access to emails and meetings within the configured group. It only retrieves basic user details, such as name, email, title, and department, and does not modify any data.
   
8. Copy the security group name (created in Step 1) and paste it into the Limit synchronization to users of this group text box. 
9. Click Connect. ​
   ​Note: It may take up to five minutes after the security group is created for Staircase AI to recognize and accept the connection.
10. You can further limit the app's permissions to the group, ensuring Staircase can only access users within that group.
    
    In PowerShell run
    New-ApplicationAccessPolicy -AppId "<Staircase_Entra_App_ID" -PolicyScopeGroupId "<Staircase_Group_ID" -AccessRight RestrictAccess
    
    You can verify the correct access with the following command:
    Test-ApplicationAccessPolicy -AppId "<Staircase_Entra_App_ID" -Identity “<email_address_to_test>”
    
    It displays either Granted or Denied depending on the email address being tested.

Microsoft Teams

Perform the below steps to configure Microsoft Teams integration:

1. Navigate to Timeline Administration > Integrations and click the calendar icon. The Integration tab opens. 
2. From the left navigation pane, click the Microsoft Teams card. 
3. Click Connect. The Microsoft authorization screen opens.
   
   Note: Only Microsoft Admins can authorize this integration.
4. Pick one of given Microsoft accounts or use another account on the Microsoft login page.
   
5. Review the list of permissions and click Accept. You are redirected to Gainsight.
6. Copy the application ID from the card. In addition to the permissions granted above, the admin should create and configure a new application access policy using the PowerShell scripts.
   For more information on how to install the PowerShell on Windows, Linux, and macOS, refer to this link. 
7. Install the required Microsoft Teams module. For more information on how to install the Microsoft Teams module, refer to this link.
8. Create a new application access policy. For more information on how to create a new application access policy, refer to this link.
   Example: New-CsApplicationAccessPolicy -Identity {IDENTITY} -AppIds "{APP_ID}" -Description "{DESCRIPTION}"
   • IDENTITY. Unique identifier assigned to the policy when it was created. E.g. Staircase-AI-for-Teams.
   • APP_ID. A list of application (client) IDs. Use the application ID you copied from the integration card.
   • DESCRIPTION. Specifies the description of the policy. E.g. App access policy for Staircase AI for Teams.
9. Grant the policy to users. For more information on how to grant policy to users, refer to this link.
   Example: Grant-CsApplicationAccessPolicy -PolicyName {POLICY_NAME} -Identity "{IDENTITY}"
   • POLICY_NAME. Name of the policy to be assigned (IDENTITY from the previous step). E.g. Staircase-AI-for-Teams.
   • IDENTITY. Indicates the user (object) ID of the user account to be assigned the per-user application access policy. E.g. de80cb39-fb45-448a-8715-b237a595733f.
     
     It is possible to grant access not only to a single user, but also to a group or the entire tenant. Please refer to the documentation for more information. We recommend granting access to users who have guaranteed access to meetings (e.g. meeting organizers).
     
     To configure access to a group use the following command:
     Grant-CsApplicationAccessPolicy -PolicyName "NameOfYourPolicy" -Identity <GroupObjectID> -Group -Rank <PrecedenceRank>

Zoom

Perform the below steps to configure Zoom integration:

1. Navigate to Timeline Administration > Integrations and click the calendar icon. 
2. From the Integrations tab, click the Zoom card.
3. Click Connect.
4. Login with your Zoom credentials.
5. Click Authorize to allow Staircase AI access to your Zoom account. 
   This permission allows Staircase AI to access your client facing Zoom calls and transcripts.
   
   

Note: To enable Staircase AI to analyze your Zoom calls, recordings must be enabled, which requires a Zoom Business Plan. Transcription uses Zoom’s built-in functionality, and only recorded calls with transcriptions are synced to Staircase AI for analysis. This ensures accurate insights and follow-ups.

The video conferencing platform integration enables Gainsight CS users to leverage AI-driven insights from meetings without requiring Staircase AI’s full suite. 

Once a meeting is successfully logged, it appears on the Timeline with a source tag indicating the name of the video conferencing platform used. By default, these activities will be marked with Activity Type as Meeting, ensuring consistency and clarity in timeline records.