AI Follow-Up FAQs

Is AI Follow-Up available for EU tenants?

This feature is being rolled out first to our US data center customers, with EU data center customers being rolled out in July 2025. For customers who are EU based but consent to having their data processed in the US, you may move to a US phase roll out if preferred. Reach out to roll-out@gainsight.com for more information on the process. 

What is AI Follow-Up, and how does it help Customer Success Managers (CSMs)?

AI Follow-Up, powered by Generative AI, revolutionizes the way Customer Success Managers (CSMs) work by automating note-taking, tracking action items, identifying risks and issues, and adding meeting summaries to the Timeline Activity. By streamlining these tasks, it enables CSMs to focus on client relationships instead of manual post-meeting follow-ups and note transfers.

IMPORTANT: AI Follow-Up leverages the processing power of Staircase AI's in-house models to automate meeting capture. This integration does not provide access to Staircase’s full platform or standalone features, or require purchase of Staircase.

What are the prerequisites for using AI Follow-Up?

To utilize AI Follow-Up, ensure the following prerequisites are met:

• Activate AI Follow-Up Setting: Ensure that the AI Follow-Up setting is enabled in the Gainsight AI settings.
• Select Workspace and Connect Calendar: Choose your workspace and connect the corresponding calendar on the Integrations page.
• Connect to a Video Conferencing Platform: Establish a connection with a compatible video conferencing platform.

Why is workspace calendar integration required for Staircase AI?

Workspace-level calendar authentication ensures accurate meeting processing and participant resolution. The participant and meeting data we get from this integration ensures that the meeting follow-up is logged correctly in Gainsight Timeline. 

The IT administrator retains the authority to connect calendars for specific user groups, thereby maintaining control over the integration process.

What steps do CS customers need to take to set up AI Follow-Up?

Gainsight CS customers can reach out to admins to set up AI Follow-Up. Here’s a high-level sequence:

1. Gainsight Admin enables AI Follow-Up feature in settings
2. Configure Integrations
3. Install Domain integration (requires IT Admin)
   1. Choose Google Workspace or Microsoft 365
4. Connect video conferencing platforms

For MS Teams, there are additional steps to install PowerShell and grant access policy. Why?

The PowerShell steps configure API permissions needed to access Teams data securely​.. Microsoft Teams requires specific security permissions to access meeting data, transcripts, and recordings. The PowerShell commands set up the necessary Graph API permissions that allow Staircase AI to securely retrieve meeting information while adhering to Microsoft's security standards.
 

What steps do CS customers need to take to set up AI Follow-Up?

Gainsight CS customers can reach out to admins to set up AI Follow-Up:

• Gainsight Admin enables AI Follow-Up feature in settings
• Configure Integrations
• Install Domain integration (requires IT Admin)
  • Choose Google Workspace or Microsoft 365
• Connect video conferencing platforms

For MS Teams, there are additional steps to install PowerShell and grant access policy. Why?

The PowerShell steps are required to enable proper Teams API access. Microsoft Teams requires specific security permissions to access meeting data, transcripts, and recordings. The PowerShell commands set up the necessary Graph API permissions that allow Staircase AI to securely retrieve meeting information while adhering to Microsoft's security standards.

Can I limit calendar access to certain users?

Yes. To grant calendar access to specific users within your organization, select the appropriate user groups during the installation of the Gainsight Calendar App. Access can be granted to either specific user groups or to the entire organization, depending on your requirements. Gainsight recommends that IT administrators connect calendars for specific user groups only.

Can multiple security groups be configured simultaneously for calendar sync?

Microsoft connection limits to one security group but the Microsoft administration allows one security group to be nested under the other, thereby allowing multiple security groups to be connected. 
Google administration allows selection of different groups and organization units on the authorization step.

What happens if the Microsoft admin who authorized the integration leaves the company?

There is no impact. The integration authorization is not tied to an individual’s account. Gainsight admin can continue to manage the integration, including disconnecting it if needed.
 

What happens after successful integration of the calendar and Video Conferencing platform?

After successfully connecting your calendar, you can integrate your preferred Video Conferencing platform (example: Google Meet, Zoom, Clari, Chorus, or MS Teams) to ensure seamless data synchronization within the platform. Once set up, automated activity logging in the timeline captures the following key meeting insights:

• Automated meeting summaries
• Internal and external participants/attendees
• Action Items
• Risk and Issues
• Topic and Topic Sentiment

What measures are in place to ensure data privacy and security when using AI Follow-Up?

AI Follow-Up is built with enterprise-grade security and data privacy controls. Below are the key measures in place:

• Secure Processing via Azure OpenAI
  • All data processing is handled through Azure OpenAI Services.
  • No data is sent to public OpenAI endpoints, ensuring a secure and compliant environment.
• Data Privacy and Non-Retention
  • Gainsight has opted out of training AI models on customer data.
  • Azure OpenAI does not retain any data for model training purposes.
• Abuse Prevention and Limited Retention
  • Abuse prevention filters are enabled by default.
  • Data may be retained for 30 days by Azure solely for monitoring misuse, not for training or analytics.
• Additional Layers of Security
  • Gainsight AI Security policies apply across the entire AI platform.
  • Staircase AI Security frameworks also reinforce protection at the data source and processing levels.

For more information on data privacy and security refer to Gainsight AI Security and Staircase AI Security article. 
 

Once the meeting tool is connected, under what conditions is a meeting eligible for processing?

Meetings are processed and logged when:

• Recording and transcription must be enabled.
• At least one external participant is present​. This is checked based on email domains that don't match your organization's domain and by verifying if the participant exists in your Gainsight contact database

Meetings with only internal attendees (identified in the Gainsight user object) are not  processed.

Will the meeting be processed if the organizer is not a Gainsight user?

Yes. If the meeting organizer is not a Gainsight user, the system creates the user account as Internal Collaborator and adds them as organizer in the meeting activity.

How do we get the meeting events in Staircase?

The system polls conferencing tools hourly for new recordings and transcripts. The polling frequency is consistent across all supported meeting platforms. When new recordings with transcripts are detected, they are sent to the Staircase AI backend for processing.

How long are the transcripts stored?

15 months. This retention period allows for historical analysis while maintaining compliance with data retention policies.

How long does it take for a meeting to log to Timeline?

Meetings typically log to the Timeline within 45 minutes to two hours. If not synced, allow up to 24 hours for the end-of-day scheduler to process missed meetings.

How does the timeline activities log into the Gainsight CS after the integration?

After successful integration with a conferencing platform, Gainsight CS logs activities seamlessly into the timeline. through our internal API, which facilitates secure data sharing between Gainsight and Staircase AI. 

By default, these activities are marked with Activity Type as Meeting, ensuring consistency and clarity in timeline records.

How is the Company (account) resolved for Activity Logging?

AI Follow-Up resolves the company associated with logged activities using the following approach:

• Cross-references participant information from the meeting and calendar with the database to determine the corresponding account.
• If multiple accounts are detected, the system applies heuristics to extract the company name from various meeting elements, such as:
  • Majority of participants from a single domain
  • Company name appearing in the subject line
  • Company name in the meeting description
  • Meeting organizer's primary account association.

How does AI Follow-Up resolve the participants for the company against which the activity is logged?

Participants on meeting activity are resolved as follows:

• Activity Owner: The meeting host or organizer is identified from the Gainsight user database and designated as the owner of the activity. 
• Internal Participants/Attendees: Participants identified as Users in Gainsight are classified as internal attendees
• External Participants/Attendees: Participants identified as Contacts in Gainsight Company Person object for the company resolved for activity are classified as external attendees. The participants which are not associated with the company or account resolved, will be logged with email ID.

Can I integrate more than one conferencing platform?

Yes, you can integrate more than one video conferencing platform. If a meeting is received from two sources, only the first will be logged into the system.

What meeting platforms are supported by AI Follow-Up?

AI Follow-Up currently supports:

• Zoom
• Microsoft Teams
• Google Meet
• Chorus
• Clari
• Gong.io 

We use Gong.io integration on Gainsight CS for AI Follow-Up. Can we connect to other conferencing platforms and what will be its impact?

Yes, you can connect to another conferencing integration in addition to the current gong.io connection. However, if both conferencing platforms are used to record the same meeting, activities may be created in Timeline from each source. Currently, we do not deduplicate or merge these activities.

We use Zoom integration (Beta) on Gainsight CS for AI Follow-Up. How should we proceed?

Gainsight strongly recommends that Customer Success users currently using the AI Follow-Up with Zoom integration (Beta) disconnect their Zoom connection from the Connectors page. After disconnecting, you can re-integrate with Zoom or other video conferencing tools using our updated Integration system.

We currently use Gong.io with Gainsight CS through connectors. Should we switch to the new integration?

Current Gong.io users connected using the Gainsight CS connector can migrate to the new integration if their workflow does not require the following features:

• Associated records
• Overall sentiment
• Execution logs

If these elements are critical to your workflow, you may choose to remain on the existing setup until equivalent functionality is available in the new integration.

Will historical calls be pulled into CS once the AI Follow-Up toggle is turned on?

No, historical calls will not be pulled into CS.

Will transcripts in non-English languages be summarized in English using AI?

Yes, If transcripts are provided in a language other than English, these transcripts are translated to English and then will be summarized.

Can I access the Audio/Video file in the Meeting activity?

No, currently we do not support accessing the audio or video file of the meeting in the logged activities. You will see a link to the original recording that may require authentication to the source platform.

Can admins view logs of activities in the system?

Currently, admins do not have visibility into the execution logs of the meeting activities. This functionality may be added in a future update (expected after Q1 2025).

Can I select the activity type with which the AI follow-up activity is logged?

Not yet. Currently, AI Follow-Up meetings are automatically logged with the default activity type Meeting. Customizing the activity type is not supported at this time. However, the ability to configure default activity types is planned for release beyond Q1 2025.

Are there any additional subprocessors that AI Follow-Up uses?

Gainsight with Staircase AI models uses Azure OpenAI for processing of meetings and generating summaries, topics, and sentiment. Additionally, we also use Datadog and Sentry for monitoring, alert and error tracking internally.

Are activities created in Timeline reportable?

Yes, activities created through AI Follow-Up are reportable in the Activity Timeline object. They are treated the same as other Timeline activities.

• Summaries are stored in the Notes field.
• Topics and topic-level sentiment are not reportable at this time.

Where can I get more information or support for AI Follow-Up?

For more information or support regarding AI Follow-Up:

• Explore the Knowledge Base for updated documentation and best practices
• Contact your Gainsight Customer Success Manager
• Submit a support ticket using the Gainsight Support portal