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Documentation Index

Fetch the complete documentation index at: https://help.statisfy.com/llms.txt

Use this file to discover all available pages before exploring further.

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Gainsight Integration

Connect Gainsight to bring your customer success data — surveys, activity timelines, product usage metrics, and company attributes — into Statisfy alongside your primary CRM.
Gainsight cannot be your primary CRM in Statisfy. Salesforce or HubSpot must own the canonical account record (domain, parent hierarchy, ARR, renewal dates, owners). Gainsight runs as a secondary CRM that adds Gainsight-specific data on top of accounts your primary CRM already manages. If you connect Gainsight without a primary CRM connected first, data ingestion is gated and will not sync.

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Overview

The Gainsight integration is unique among Statisfy CRM connectors: a single connection fans out into four independent pull jobs, each pulling a different Gainsight object on its own schedule. You configure which objects to sync from the Gainsight settings wizard.
ObjectScheduleWhat it does
Account / CompanyDailyEnriches existing customer records with Gainsight company-level fields.
ActivityEvery 4 hoursPulls activity-timeline entries (meetings, calls, emails, updates) and routes them as customer activities.
SurveysDailyPulls NPS / CSAT / custom survey responses as activities.
Product UsageWeeklyPulls product-usage metrics from a configurable Gainsight object and aggregates them per customer.

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Prerequisites

  • Admin access to both Gainsight and Statisfy.
  • Salesforce or HubSpot already connected in Statisfy as your primary CRM (see Salesforce Integration or HubSpot Integration).
  • A Gainsight API key and your tenant’s base URL (your CSM can help you generate the key from Gainsight’s Connectors 2.0 admin).

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Connection

  1. Navigate to Integrations → Admin Apps → Gainsight → Connect in Statisfy.
  2. Provide your Gainsight base URL (e.g. https://your-tenant.gainsightcloud.com) and API key.
  3. After saving, the connector status flips to Connected.
  4. Open Integrations → Gainsight → Settings to configure which objects to sync.
The Gainsight settings page has a Validate connection button in the Connection Status card — click it any time to confirm Statisfy can still authenticate against your Gainsight base URL. The button reports the number of Gainsight objects discovered, which is a quick sanity check on your credentials.

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Configuring objects in the wizard

The wizard is organized as one accordion per Gainsight object you can sync, plus a Common section for cross-cutting settings. The Object sync status banner at the top of the page shows the most recent execution per object you’ve configured, with per-row Run buttons.

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Common settings

The Common section has one field: Gainsight GSID field on Salesforce. This is the Salesforce Account field that stores each account’s Gainsight GSID. Statisfy uses it as a fallback lookup when Gainsight’s GsCompanyId on a record doesn’t directly match an account in Statisfy. Pick the field from the dropdown (sourced live from your Salesforce Account schema).
Each object section also has its own “GSID field override” picker. Use it only when a specific Gainsight pull (e.g. Activity) needs a different SF field than the Common one. Most tenants set Common and leave the overrides blank.

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Account / Company

Toggle Enable account pull to schedule a daily Gainsight company sync. Salesforce remains the source of truth for the account itself (domain, parent, ARR, renewal date, owners) — this only enables ingestion of Gainsight-specific company attributes on top.

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Surveys

Pulls survey responses (NPS / CSAT / custom) as activities. Two modes:
  • Single object — your tenant stores all survey responses in one Gainsight object (typically survey_response).
  • Multiple objects — your tenant uses separate objects for NPS, CSAT, etc. Add a row per object; each can pin a survey_type and override field names.
KnobWhat it does
Survey response object(s)The Gainsight object name(s) to query. Picked from a dropdown sourced from your tenant’s object list.
Response limitMax records fetched per object per run (default 500).
Lookback daysHow far back to pull. Capped at 30
Register custom fieldsWhen ON, every field discovered on the response object is registered as a Statisfy activity custom field.
Survey response filter (advanced)A Gainsight where-clause as a JSON object, overrides the default lookback filter. Optional.
Field-name mappings (proto field → Gainsight field) are auto-detected for the standard Gainsight survey schema. Most tenants don’t need to override them. Power users can edit field_mappings directly via the wizard’s Show JSON footer.

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Activity

Pulls Gainsight activity-timeline entries and routes each one to a Statisfy activity type based on its ReportingCategory. When you enable the section, Statisfy samples up to 1000 activities from your timeline (with automatic fallback to 800 / 500 on slow tenants) to populate the category list. The mapping editor pre-seeds with sensible defaults:
ReportingCategoryMapped Activity Type
emailEMAIL
meetingMEETING
callMEETING
updateTYPE_MANUAL
riskTYPE_MANUAL
Click the ? icon next to “ReportingCategory → ActivityType” in the wizard to see what each ActivityType means. For unknown categories, pick based on what the activity is (a meeting, an email, a manual note), not what Gainsight calls it.
Categories returned by the live sample but not yet mapped show up as quick-add chips below the mapping editor — click one to add a row pre-filled with that category and a sensible default ActivityType.

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Product Usage

Pulls product-usage metrics from a configurable Gainsight object and rolls them up to Statisfy customers on a weekly schedule.
KnobWhat it does
Product usage objectThe Gainsight object holding usage rows. Picked from a dropdown of your tenant’s objects.
Product nameThe Statisfy product label these metrics roll up under (default product usage).
Aggregate settingsOptional. Enable when usage is stored as flat rows that need to be grouped by an account key.
When Aggregate settings is on, Statisfy:
  1. Groups records by Aggregate key (e.g. AccountId).
  2. Resolves each group to a Statisfy customer.
  3. For each row in the group, extracts metrics where the metric name comes from the Metric name field and the metric value from Metric value field. Additional value fields are stored as secondary metrics.
All four field pickers (Aggregate key, Dimension key field, Metric name field, Metric value field) are dropdowns sourced from the chosen Product usage object’s schema.

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Object sync status banner

The banner at the top of the wizard shows one row per configured object (objects you haven’t enabled in the wizard don’t appear here). Each row carries:
  • The most recent execution: status pill (Running / Completed / Failed) and “Started/Completed N min ago”.
  • A per-row Run button that fires only that object.
The header has a Run all sync jobs button that fans out to fire one cloud-run job per row. Per-object failures are isolated — a single object failing to schedule doesn’t abort the rest.

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Troubleshooting

The object is configured but a sync hasn’t completed yet. Either wait for the next scheduled run, or click the row’s Run button to trigger it on demand.
Your Gainsight API key has expired or been rotated. Reconnect from Integrations → Admin Apps → Gainsight and re-enter the new key.
Gainsight’s activity_timeline API is slow on tenants with large histories. The wizard automatically falls back from a sample size of 1000 → 800 → 500 on retry. The Resample button reflects the current target — click it to step down further if needed. The frontend allows up to 25 seconds for the call.
  • Confirm the survey response object name is correct (use the dropdown, not free text).
  • Check that the response object has a non-empty GsCompanyId (or your configured gainsight_gsid_field_in_salesforce) — Statisfy needs it to match a customer.
  • For multi-object mode: each row’s object name must be unique.
This is expected if Salesforce/HubSpot doesn’t have the canonical account row yet. Gainsight runs as a secondary CRM and won’t create accounts that don’t already exist in your primary CRM. Confirm the account is present in your primary CRM first, then re-run the Gainsight sync.

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Quick setup walkthrough

For a step-by-step first-time setup, see Gainsight Integration Steps.

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Support

Need help? Contact support@statisfy.com or reach out to your Customer Success Manager.