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AI Follow-Up & Auto Email Capture Admin Guide

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This article provides a step-by-step guide for Admins to configure calendar and video conferencing platform integrations and capture emails automatically within Timeline Administration. End users do not need to take any action to enable AI Follow-Up & Auto Email Capture.

This article provides a step-by-step guide for Admins to configure calendar and video conferencing platform integrations and capture emails automatically within Timeline Administration. End users do not need to take any action to enable AI Follow-Up & Auto Email Capture.

Overview

AI Follow-Up and Auto Email Capture are AI-powered features that transform the way Customer Success Managers (CSMs) capture and manage customer engagement data. Together, they eliminate manual work by automatically logging meeting insights and emails directly to the Timeline, so CSMs can stay focused on their customers.

Both features leverage Gainsight technology, including AI processing through in-house models from Staircase AI.

AI Follow-Up automatically analyzes meetings from popular video conferencing platforms such as Zoom, Microsoft Teams, Google Meet, Gong.io, Clari, Chorus, Webex, and Salesloft. It logs each meeting to the Timeline as structured activity entries. Each entry includes an automated meeting summary, action items, identified risks and issues, and topic-level sentiment analysis.

Auto Email Capture eliminates the need for manual entry by automatically capturing eligible emails from user mailboxes and logging them to the Timeline. This ensures communication records are always complete, accurate, and up to date.

By default, both features log Timeline activity for Company only, not for Relationship. 
 

For CS and Staircase AI Customers

If you are a joint customer of both Gainsight CS and Staircase AI, you can sync emails and meetings from Staircase AI to Gainsight Timeline.

Prerequisites: Gainsight is set as a CRM in your Staircase AI account settings.
For more information on how to set Gainsight as a CRM in a Staircase AI account, refer to the Gainsight article.

To sync Meetings and Emails to Timeline:

  1. In the Call summary upload tab, select the Push call summaries to Gainsight as a timeline entry checkbox. Once enabled, call summaries from video conferencing platforms are automatically pushed to the relevant Timeline entries in Gainsight.

    Call summary upload tab in Gainsight.
     
  2. In the Email upload tab, select the Push emails to Gainsight as a timeline entry checkbox. 
    Note: Skip this step if you do not want to sync emails.

    Email upload tab in Gainsight.
     
  3. Click Save. Once enabled, email and meeting activities are automatically pushed to the relevant Timeline entries in Gainsight.
    Email activities in Timeline are synced with the Source field set to Outlook Mail or Gmail, based on the configuration. The email with an authorized Gainsight license user is synced.

For CS-Only Customers

Auto Email Capture helps Customer Success Managers (CSMs) save time by automatically logging your emails to the Timeline, so they can focus more on their customers and less on manual work.

Key Benefits of Email Auto Logging

  • Increased efficiency: Automating email logging saves time and allows customer success teams to focus on strategic engagement instead of manual data entry.
  • Improved customer relationship management: Complete and accurate communication records provide better visibility into customer health, enabling data-driven decisions and personalized engagement.
  • Stronger competitive positioning: Automation aligns Gainsight with industry standards and enhances our product’s value proposition.

AI Follow-Up transforms the way Customer Success Managers (CSMs) operate by automatically capturing and organizing key meeting insights, helping them work more efficiently and focus on customer engagement. 

Key Benefits of AI Follow-Up

  • Increases Efficiency: Reduces manual effort in capturing meeting insights.
  • Enhances Follow-Ups: Ensures no action item or risk is overlooked.
  • Improves Customer Engagement: Allows CSMs to focus on relationship-building instead of administrative tasks.

Prerequisite: Admin must turn on the AI Follow-Up & Auto Email Capture toggle from Administration > Gainsight AI > AI Settings. Without this, the Configure option in Integrations under Timeline Administration is deactivated.

AI Follow-Up & Auto Email Capture toggle

For configuring AI Follow-Up only, refer to the Capture Meetings Only section. 
For configuring both Auto Email Capture and AI Follow-Up, refer to the Capture Email + Meetings section. 

Currently, there is no option to connect Emails only. You can connect Email + Meetings or Meetings only, and switch between them seamlessly without downtime. 

Capture Email + Meetings  

Follow these steps to configure integrations within the Staircase AI instance:

  1. Navigate to Timeline Administration > Integrations and click the calendar icon. 
  2. Select your organization’s workspace (Google or Microsoft). This screen appears if workspace selection was not completed earlier.

    Integrations tab with configure your workspace option.
     
  3. Click Configure. The Integrations tab opens. 
  4. Select Email+Meetings card.

    Select email plus meetings and perform domain install steps.
     
  5. Connect and authorize your Google or Microsoft workspace in the Integrations tab. 
    Note: Contact your IT team to set up Google or Microsoft domain and enable seamless mailbox and calendar integration. Admin authorization for this  eliminates the need for individual permission grants and prevents access resets caused by password changes. 
    For more information on how to set up Google mailbox and calendar, refer to the Set Up Google Domain section.
    For more information on how to set up Microsoft mailbox and calendar, refer to the Set Up Microsoft Domain section. 

    Once your workspace is authorized, you must connect a video conferencing platform to sync meetings to the Timeline. For more information, refer to the Configure Video Conferencing Platforms section.
  6. Once the Workspace domain is set up, click Connect. 

    Select email plus meetings and perform domain install steps.

    If the configuration is successful, a confirmation message appears.

Set Up Google Domain

Follow these steps to configure the Google integration:

  1. If you are a Google workspace admin, download and install the Staircase AI app from Google Workspace Marketplace. If not, click the ask your admin link to share the instructions with them. 
    This app allows Gainsight to connect to your user’s mailbox and calendar. Ensure that the IT Admin has complete access to all settings and permission authorization.
  2. Click Admin Install to initiate the installation. The Admin install window appears.

    Admin Install option in google admin workspace.
     
    1. In the Admin install window, read the information and click Continue.

      Continue option in admin install dialog box.
       
    2. Select the I agree checkbox and click Next. 
      Staircase AI app for Google Gmail Calendar requests access to: 
      • View your email messages and settings
      • View events on all of your calendars
      • See information about users within your domain
      • See your primary google account email address 
      • View publicly available personal information

        Permission screen for Staircase app for gmail and calendar.
         
    3. In the Search for groups field, select the specific security group that includes your customer-facing teams, and click Finish. 
      Note
      • Gainsight does not recommend installing the app for the entire organization. Doing so syncs inboxes for non-customer-facing users such as executives, legal, and procurement teams. Instead, use specific security groups or organizational units (OUs) that include only CSMs and other customer-facing roles.
      • Only security groups are shown for selection in the group option. Ensure to select the appropriate option when installing the application in Google Workspace.

        To effectively track customer emails, Gainsight recommends adding those users who are Customer Success Managers (CSMs) in Gainsight to the specific groups or organizational units when authorizing mailbox sync.
        The Staircase AI app for Google Gmail Calendar is installed.

        Finish option in select users or group dialog box

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:
    1. Coordinate with your IT Admin to create a security group for example Staircase) and nest all client-facing team groups (for example, customersuccess@, support@, sales@, services@, and so on) within it.
    2. Once completed, proceed with the domain installation.

      Active teams and group in Microsoft admin site.
       
  2. In Gainsight CS, navigate to Timeline Administration > Integrations and click the calendar icon.
  3. In the Microsoft tab, select Email+Meetings card.
  4. Click Connect.

    Microsoft card in integrations page.
     
  5. On the Microsoft login page, choose an account or sign in using another Microsoft account.
    Note: The selected account must have Global Admin privileges.

    Microsoft login page to pick an account.
     
  6. Review and accept the permissions requested by the Staircase AI app:
    • Sign in and read user profile: Access basic profile information, such as user name and email address.
    • Read all users' full profiles: View profile information for all users, such as job titles, departments, and other metadata.
    • Read mail in all mailboxes: Lets the app read email messages in all users’ mailboxes.
    • Read calendars in all mailboxes: View calendar events from all user mailboxes, allowing it to see scheduling information.
    • Read all group memberships: View which users belong to which groups, providing insight into organizational structures and team memberships.
      After granting access, you are redirected to Gainsight. A success message confirms the configuration.

      Microsoft permission screen.
       
  7. Copy the security group name created in Step 1.
  8. 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 creating the security group for Staircase AI to recognize and accept the connection.
  10. (Optional but recommended) To ensure that only selected users are synced, restrict the app’s access using PowerShell:
    1. Connect to exchange online with the following command:
      Install-Module -Name ExchangeOnlineManagement -Scope CurrentUser
    2. In PowerShell, run Connect-ExchangeOnline. You are redirected to the Microsoft sign-in page. 
    3. Once the authentication is complete, switch to the PowerShell window.
    4. Run
      New-ApplicationAccessPolicy -AppId "<Staircase_AI__App_ID" -PolicyScopeGroupId "<Staircase_Group_ID" -AccessRight RestrictAccess
    5. Verify the correct access with the following command:
      Test-ApplicationAccessPolicy -AppId "<Staircase_AI_App_ID" -Identity “<email_address_to_test>”
      The output displays either Granted or Denied depending on the email address being tested.

      Verify the correct access with powershell commands

The Email+ Meetings connection authorizes sync for mailbox and calendar together. However, if you want to sync emails only through this method, you can skip authorizing meeting platforms. Calendar events for the authorized user group still syncs with Gainsight due to existing app permissions.

For more information, refer to the Auto Email Capture FAQs article.

Historical Sync Behavior

  • Once Email + Meetings sync is authorized, eligible emails and meetings from the last 30 days are automatically synced.
  • If you are switching from Meetings only to Email + Meetings, only historical emails are synced. 
  • Emails already present in Timeline from Plugin or BCC tagging or any other source (containing the same ExternalID) are skipped during historical sync. 

Duplication Prevention with External CRM Integrations

When Gainsight CS is integrated with external CRM systems such as HubSpot, Microsoft Dynamics, or Salesforce, and those systems are also configured to sync emails to Gainsight Timeline, Gainsight may create duplicate Timeline activities for the same email.

To avoid duplicate captures, keep the authorized user lists mutually exclusive between Auto Email Capture and any external CRM systems. This ensures multiple systems do not capture the same email simultaneously.

If duplicate activities occur, you can identify and filter them using the Source field on the Timeline activity. This can happen, for example, when one or more users receiving the same email are present across two different systems.

Limitations of BCC Tagging and GS Assist Deduplication

Gainsight maps a message ID to the external ID for BCC tagged and GS assist emails to avoid duplication. However, this has limitations. When emails are logged through a BCC tag or GS Assist, duplicates may occur depending on the order in which the activity is captured:

  • If the email is logged through BCC tag or GS Assist before Auto Email Capture processes it, the Auto Email Capture activity is skipped and no duplicate is created.
  • If Auto Email Capture logs the email first, the same email arriving subsequently through a BCC tag or GS Assist is logged as a separate activity, resulting in a duplicate.

Group Send and JO Email Activities

Group Send emails and Journey Orchestration (JO) emails are logged as a separate activity type in the Timeline, distinct from standard email activities.

When a customer replies to a Group Send or JO email to an authorized mailbox, the response is automatically synced to the Timeline. However, replies are not linked to the original outbound activity and each reply is logged as an independent activity and is not threaded back to the original Group Send or JO email.

If a customer or user sends multiple follow-ups within the same thread, those messages are grouped together but remain separate from the original Group Send or JO activity.

Since replies are logged independently, you may need to filter them separately in the Timeline using the subject line or content search.

Capture Meetings Only

Follow these steps to configure integrations within the shadow Staircase AI instance:

  1. Navigate to Timeline Administration and click the Integrations tab. 
  2. Click the calendar icon. The Capture Meetings and Emails screen appears.
  3. Select your organization’s workspace (Google or Microsoft). This screen appears if workspace selection was not completed earlier.

    Integrations tab with configure your workspace option.
     
  4. Click Configure. The Integrations tab opens. 
  5. Select the Meetings only card and click Connect.

    Connect and authorize your Google or Outlook in Integration tab.

    Note: You must first connect and authorize your Google or Outlook calendar before integrating any video conferencing platforms. For more information on why you need calendar integration, refer to the AI Follow-Up FAQs article.
  6. Contact your IT team to set up Google domain and enable seamless inbox and calendar integration. This eliminates the need for individual permission grants and prevents access resets caused by password changes.

For more information on how to set up Google calendar, refer to the Set Up Google Domain section.
For more information on how to set up Microsoft calendar, refer to the Set Up Microsoft Domain section.

Once your workspace is authorized, you must connect video conferencing platform to sync meetings to the Timeline. For more information, refer to the Configure Video Conferencing Platforms section. 

Authorize IT Admins for Integration Setup 

IT admins must be temporarily assigned Super Admin access in Gainsight CS to complete the domain integration setup. The Gainsight admin can also schedule a walkthrough session with the IT Admin of the respective video conferencing platform to authorize the necessary connections. Once the setup is successfully completed, CS Super Admin access can be revoked from the IT Admin.

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.

    Permissions asked by gainsight
    1. Click Admin Install to initiate the installation. The Admin install pop-up window appears.

      Admin Install option for Gainsight App for Calendar 
    2. In the Admin install window, read the information and click Continue.

      Admin Install pop-up with continue option

      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.
    1. Select the I agree checkbox and click Next. 
    2. From the Search for groups, select a group and click Finish. The Gainsight App for Calendar is installed. 

      The user selects a group from the "Search for groups" dropdown and clicks the "Finish" button to complete the group selection process.
       
    3. Click Next and close the pop-up window.

      Successful installation of Gainsight App for Calendar

      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. Select Meeting only card.

    Meetings only card for Google.

    If the configuration is successful, a success notice appears.

    Google integration card connected.

    Note: Directory sharing must be On for the sync to work.

    Image showing directory sharing as On

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.

      Image showing active teams and groups
       
  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. Select Meeting only card.

    Meeting card in microsoft.
     
  6. Click Connect.
  7. Pick one of given Microsoft accounts or use another account on the Microsoft login page.
    Note: The account user must be a global Microsoft admin.

    Microsoft login page to pick an account.
     
  8. Review the permissions required and click Accept.
    Gainsight App for Calendar requests the following permissions:
    • Sign in and read user profile: Access basic profile information, such as user name and email address.
    • Read calendars in all mailboxes: View calendar events from all user mailboxes, potentially allowing it to see scheduling information.
    • Read all groups: Access information about all groups within the organization, including their names and other details.
    • Read all group memberships: View which users belong to which groups, providing insight into organizational structures and team memberships.
    • Read all users' full profiles: View profile information for all users, such as job titles, departments, and other metadata.
      You are redirected to Gainsight and if the configuration is successful, a success notice appears.

      Permission requested by Gainsight.jpg

      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.
  9. Copy the security group name (created in Step 1) and paste it into the Limit synchronization to users of this group text box. 
  10. 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.
  11. You can further limit the app's permissions to the group, ensuring Staircase can only access users within that group. To configure app’s permission:
    1. Connect to exchange online with the following command:
      Install-Module -Name ExchangeOnlineManagement -Scope CurrentUser
    2. In PowerShell run, Connect-ExchangeOnline. You are redirected to the Microsoft sign in page. Once the authentication is complete, switch to the PowerShell window.
    3. Run
      New-ApplicationAccessPolicy -AppId "<Gainsight_Calendar_App_ID" -PolicyScopeGroupId "<Staircase_Group_ID" -AccessRight RestrictAccess


      configure app’s permission using powershell command.
       
    4. Verify the correct access with the following command:
      Test-ApplicationAccessPolicy -AppId "<Gainsight_Calendar_App_ID" -Identity “<email_address_to_test>”
      It displays either Granted or Denied depending on the email address being tested.

      Verify the correct access with the following command

Switching between Meetings Only and Email + Meetings connections

In case you are using AI Follow-Up and want to connect Emails also, you need to switch between Meetings Only to Email + Meetings, the existing connection remains active while you complete the set up for the new connection.

To switch between Meetings and Email + Meetings (or vice-versa):

  1. Change your selection and authorize the new application's permissions using the respective workflow.
    Note: You don't need to disconnect the existing connection first.
  2. Click Connect on the new selection. The previous connection gets disconnected automatically.  
    Connected meeting platforms remain unaffected and continue to sync meetings seamlessly.

The connection remains established unless other connection is established.

Configure Video Conferencing Platforms

After completing workspace integration, users can connect their preferred video conferencing platforms. This enables automatic synchronization of your meeting transcripts for powerful analysis and summarization. After the admin sets up calendar and video conferencing integration, AI Follow-Up automatically generates meeting summaries, action items, topic-level sentiments, risks, and issues for scheduled meetings.

All activities are logged as Meeting activity type. This is also applicable when the Meeting activity type is turned off  in Administration > Timeline > Activity Types. This ensures Admins can still restrict the use of Meeting activity type with manual activity logging, while AI Follow-Up Activities log seamlessly. These automatically logged activities remain editable by the activity owner or any user with the appropriate permissions. 

The steps below show how to integrate video conferencing platforms with Staircase AI.
To connect other platforms, refer to the Read More link available on each integration card.

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.

    Connect option on microsoft team’s card

    Note: Only Microsoft Admins can authorize this integration.
  4. Pick one of given Microsoft accounts or use another account on the Microsoft login page.

    Pick an account option on microsoft login page
     
  5. Review the list of permissions and click Accept. You are redirected to Gainsight.

    Set of permissions in MS teams
     
  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. 
    1. Connect to exchange online with the following command:
      Install-Module -Name MicrosoftTeams -Force -AllowClobber
    2. In PowerShell run, Connect-MicrosoftTeams. You are redirected to the Microsoft sign in page. Once the authentication is complete, switch to the PowerShell window.
      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 -Group "<Group_Object_ID>" -PolicyName "<NameOfYourPolicy>" -Rank <PrecedenceRank>

Any authorization issues in Microsoft Teams will be displayed in the Show Details section.

Error logs in MS Teams for admins to troubleshoot.

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.

    Zoom login page
     
  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.

    Authorize option to add staircase.png

Note: 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.

checkboxes for cloud recording.png

By configuring this integration, you allow the following permissions:

  • View all user meetings: Used to correlate events and calls across platforms
  • View recordings: Used to retrieve and analyze transcripts for sentiment, topics, and action items
  • View user information: Used to match Zoom users with their corresponding Staircase profiles

Once access is granted, Staircase:

  • Automatically pulls and analyzes transcripts from recorded client-facing meetings
  • Identifies which stakeholders attended each meeting

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.

Logged meetings appear in Timeline, tagged with the source video conferencing platform name and marked as Meeting for consistency and clarity.

Chorus

To integrate Chorus, you must have a valid API token from ZoomInfo Chorus.
Follow these steps to connect Chorus to Staircase AI to analyse your customer calls:

  1. Log in to ZoomInfo Chorus using an admin account.
  2. Navigate to chorus personal Settings.

    Chorus personal Settings page.
     
  3. In the API Access section, click Generate API Token to generate your token and copy it.

    Generate API Token to generate your token.
     
  4. Navigate to Timeline Administration > Integrations and click the calendar icon. 
  5. From the Integrations tab, click the Chorus card. 
  6. In the API token field, paste your API token.
  7. Click Connect.

    Click Connect option on Chorus card

Once connected, Gainsight begins pulling transcripts of recorded customer-facing calls from Chorus. These transcripts are processed by Staircase AI and logged automatically to the appropriate Timeline entries with a source tag indicating Chorus.

Google Meet

To integrate Google Meet, ensure your Google Workspace Admin sets up the Staircase AI app. 
Prerequisites

  • Google Workspace Admin access.
  • Google Calendar domain integration must be completed.

Follow these steps to configure the Google Meet integration:

  1. If you are a Google workspace admin, download and install the Staircase AI for Google Meet app from Google Workspace Marketplace. 
    Note: If you are not a Google Workspace admin, click ask your admin link in the marketplace to share setup instructions with your workspace admin. 
  2. Click Admin Install to initiate the installation. The Admin install popup window appears.

    Admin Install to initiate the installation.
    1. Read the information and click Continue.

      Read the information and click Continue.
       
    2. Select the I agree checkbox and click Next. 
      Staircase AI for Google Meet requests for the following access permissions: 
      • Read information about any of your Google Meet Conferences
      • See your primary google account email address 
      • View publicly available personal information 

        Staircase AI for Google Meet requests for the following access permissions.
    3. In the Search for groups field, select the specific security group that includes your customer-facing teams, and click Finish. 
      Note
      • Gainsight does not recommend organization-wide installation. Instead, we strongly recommend installing the integration only for specific security groups or organizational units that include customer-facing teams.
      • Use the same groups as your calendar syncs for consistency.

        Same groups as your calendar syncs for consistency.
         
  3. Navigate to Timeline Administration > Integrations and click the calendar icon. 
  4. In the Integrations tab, click the Google Meet card. 

    Google meet card with Instructions.
     
  5. Click Connect. If the configuration is successful, a success notification appears.

Once configured, Staircase AI syncs and analyzes Google Meet transcripts, and Gainsight logs the summarized insights into the Timeline with a source tag indicating Google Meet.

Clari

To integrate Clari, you must have Admin access to your Copilot by Clari account.

Follow these steps to configure the Clari integration:

  1. Log in to your Copilot by Clari account.
  2. Click your profile icon (top right), navigate to Workspace Settings.

    Profile icon (top right) and Workspace Settings
     
  3. Click Integrations.

    Integrations option in the dropdown.
     
  4. Locate the Clari CoPilot card and copy both the API Key and API Secret. 

    Clari CoPilot card and both the API Key and API Secret.
     
  5. Navigate to Timeline Administration > Integrations and click the calendar icon. 
  6. From the Integrations tab, click the Clari card.  
  7. Paste the copied API key and API secret.

    Paste the copied API key and API secret.
     
  8. Click Connect.

Gong

To integrate Gong, you must have Technical Admin access to authorize Gainsight access to your organization’s account. Perform the following steps to configure the Gong integration:

  1. Navigate to Timeline Administration > Integrations and click the calendar icon. The Integration tab opens. 
  2. From the left navigation pane, click the Gong card. 
  3. Click Connect.

    Integrations tab with Gong card with connect button.
     
  4. Login with your Gong credentials and click Continue.

    Gong login screen
     
  5. Review permissions and click Allow.

    Gong permission screen with Allow button

If the configuration is successful, a success notification appears.

Webex

To integrate Webex, you must have admin permissions in both Webex Meetings and Gainsight. Webex Meetings transcription should be enabled in the settings. To connect your Webex Meetings account with Gainsight: 

  1. Navigate to Timeline Administration > Integrations and click the calendar icon. The Integration tab opens. 
  2. From the left navigation pane, click the Webex meetings card.
  3. Click Connect. The Webex Meetings sign-in page appears. 

    Webex meeting integration card.
     
  4. Sign in with your Webex Meetings admin credentials.

    Sign in page in webex.
     
  5. Click Allow to grant Gainsight access to your Webex Meetings account.If the configuration is successful, a confirmation message appears.

Salesloft

To integrate Salesloft, you must have admin permissions in both Salesloft and Gainsight.To connect your Salesloft account with Gainsight: 

  1. Navigate to Timeline Administration.
  2. Click the Integrations tab. 
  3. Click the calendar icon. The Integration tab opens. 
  4. From the left navigation pane, click the Salesloft meetings card
  5. Click Connect. The Salesloft sign-in page appears.

    Salesloft integration card in Integrations page.
     
  6. Sign in with your Salesloft admin credentials.

    Salesloft authorization page to login with admin credentials.

    A confirmation message appears when the configuration is successful.

How to Disconnect a Workspace Integration?

Perform the below steps to disconnect a calendar 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 or Google card. 
  3. Click Disconnect to remove the domain installation.

    Disconnect option in meetings only card.

Organization Domain and AI Preference Configuration

Organization Domain Settings

You can use these settings in Configuration > Organization domains to manage how your organization’s email domains are recognized and tracked in Gainsight.

  • Add Organization Domains: Define which domains should be treated as part of your organization. Emails from these domains are recognized as internal communications.
  • Domain Exclusion List: Exclude specific domains, such as  legal advisors, investors, or vendors from communication tracking. Emails and meetings with these contacts are not logged, helping maintain confidentiality and relevance.
  • Trusted Login Domains: Add external partner domains to allow SSO-based access for collaborators. These users must be invited or synced via SSO. Communications from these domains are not tracked as internal activity.

ettings in Configuration > Organization domains to manage how your organization’s email domains are recognized and tracked in Gainsight.

AI Preference

The AI Language Preference setting lets you choose the language for AI-generated summaries and follow-up content. 
Select your preferred language from Configuration > AI Preference > AI Language Preference dropdown list to match your audience’s communication needs and localization preferences.

AI language preference option to select your preferred language

Disable AI Follow-Up and Auto Email Capture

Once the setup and integrations are complete, if you turn off AI Follow-Up & Auto Email Capture from Administration > Gainsight AI > AI Settings, all meeting and workspace integrations are disconnected. If you re-enable later, you must set up the integrations again.

Key Considerations

  • AI Follow-Up Meeting activities and Auto Email Captured activities through Staircase AI integration are not logged when the AI Follow-Up & Auto Email Capture toggle is turned off.
  • For Gong.io integration using CS Connectors 2.0, activities are still logged but without AI-generated summaries.

Disable the AI Follow Up and Auto Email Capture toggle.