How to enable and use the Gainsight integration

Overview

The Gainsight integration aims to make the day-to-day operations of a Customer Success team more impactful through a combination of facilitated access to customer information and automated organization and escalation of communication.


Pre-requisites

To take full advantage of the Front + Gainsight integration, you will need to be on Gainsight's NXT platform and on Front's Plus plan or above. You will also need to be a Front administrator to perform some of the setup actions.


Instructions

Step 1

In Front, go to your Settings, navigate to Plugins & API and select Add a plugin.

Step 2

Name the plugin, such as Gainsight, and set the endpoint to https://front-gainsight.herokuapp.com/

Ensure the SDK version is 1.0.0 or higher then click Save.

Step 3

Back in Front's main interface, use the integrations switcher on the right side to pin the Gainsight plugin, then click on the Gainsight icon to open the plugin.

Step 4

You'll be asked to provide your Gainsight API key as well as your Gainsight web subdomain, which is the portion of the URL that comes after https:// and before .gainsightcloud.com/ when you connect to Gainsight: https://[YOUR-SUBDOMAIN-IS-HERE].gainsightcloud.com/

If you wish to enable the tagging and routing capabilities of the integration, you should also provide a Front API key that you can generate in your Front Settings.


How it works

Contextual plugin

To minimize context switching and improve customer experience, the contextual plugin will use the sender's email address of the current conversation to retrieve relevant information available in Gainsight. For instance, if john.smith@acmecorp.com is writing to you in Front, the plugin will display information tied to the Person with email john.smith@acmecorp.com in Gainsight. Any field that is tied to the Person or the Company linked to the email address can be displayed in the plugin.

 

To make more fields available, navigate to the plugin's Settings and edit the Custom Fields input. You must provide a valid JSON array composed of objects with the following structure:

{ "label": "FIELD_LABEL", "id": "FIELD_ID", "parent": "FIELD_PARENT", "type": "FIELD_TYPE" }

  • The label should be a human-readable string that will be displayed to users in the plugin along with the field's value.
  • The id should be the Gainsight ID of the custom field.
  • The parent should be one of "Person" or "Company", depending on whether the field is tied to a Person object or a Company object in Gainsight.
  • The type should be one of "date", "currency", "score", or "string".

 

By default, all the available fields will be displayed to new users of the plugin. However, each user is free to hide, display and re-order the available fields to tailor the interface to their specific needs.

Conversation tagger [1]

To easily surface important conversations, a tag can be automatically applied to all inbound conversations coming from accounts under a certain Score threshold.

To set the threshold and tag, navigate to the Settings in the plugin, adjust the "Score threshold" and "Score alert tag" fields, and save. The CurrentScore__gr.Score Company field in Gainsight will be evaluated, and if it is strictly inferior to the set threshold, the tag will be applied.

Conversation router [1]

If your customers are reaching out to you using a channel that isn't directly linked to an individual team member (like a shared inbox or a live web chat), you might find it useful to automatically assign the conversation to the owner of the account. That way, instead of the conversation sitting unattended in the queue, it is immediately triaged to most relevant team member. The way this fature works is that, upon reception of a new message, if the conversation is unassigned and the sender can be associated to an owner in Gainsight (using the CSM Company field) and this owner is also a Front user, then the conversation will be automatically assigned to them.

 

[1]: To enable the tagger and router features, you will also have to setup a webhook rule in Front. Open your Settings, navigate to Rules, and create a new rule triggered on inbound messages that will then "Send to a webhook". The webhook endpoint should be https://front-gainsight.herokuapp.com/api/router?auth_secret=[YOUR_PLUGIN_SECRET]. Your plugin secret can be found in Plugins & API, in the settings of your newly created Gainsight plugin, under the field name "Auth secret".


Feature requests

If you have suggestions of new features and capabilities for a Front + Gainsight integration, please email us at gainsight@frontapp.com.

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