Copilot and Gainsight Integration

This integration enhances Customer Success Managers’ (CSM) workflows by automating the transfer of relevant meeting data, ensuring centralized and actionable insights. Users can push meeting details such as summaries, action items, participants, and embedded call recordings directly into Gainsight for streamlined reporting and analysis.

Use Cases

1. Customer Success Enablement: Automate the transfer of sales and success call insights to Gainsight, empowering CSMs with actionable data during customer reviews.

2. Post-Call Follow-Up: Use action items and summaries to ensure timely and accurate follow-up actions.

3. Reporting and Analytics: Leverage Gainsight's analytics by filtering synced call data by customer accounts or teams for performance analysis.

Connect Gainsight

These are steps a Clari Admin can follow. 

1. Go to Clari Copilot > Integrations
2. Click Gainsight.
3. Add API Key and Domain URL from Gainsight.

4. Click Save & Proceed.

5. Select participants or teams to filter calls for syncing and click Done, then click Confirm. 

Fields in Gainsight

These fields are pushed for Gainsight activity.

Call Ownership (Author) Logic

The logic is as follows: 

1. The system checks the list of users associated with the call in the attendee list.
2. It filters this list to find users who meet two conditions: integration enabled (via “Workspace settings -> Gainsight tile”) and is a Gainsight user.
3. If at least one user meets both conditions, one of them will be chosen as the author.

There’s also a prioritization rule for selecting the author:

1. The system first checks if the call owner is one of the eligible users (has both integration and Gainsight access). If so, the call owner becomes the author.
2. If the call owner is not eligible, any other eligible user from the attendee list becomes the author.
3. The person’s joining status on the call doesn’t affect this decision.

FAQs

What license type do users need to have in Gainsight for the integration to work? To ensure successful integration (data push from Copilot to Gainsight), the Copilot users must have one of the following valid license types in Gainsight: “Full” or “Internal_Collaborator”.

Once Copilot and Gainsight are integrated will Copilot retroactively sync calls from past or will it only sync new ones moving forward? Copilot will only sync new calls moving forward and not retroactively sync calls.

How often does the sync of calls to Gainsight happen? The calls get synced to Gainsight after they are processed on Copilot. This can take upto an hour after the call.

Why aren’t some calls syncing from Clari Copilot to Gainsight? Calls may not be pushed to Gainsight if the associated users don’t have Gainsight access enabled at the user or manager level.