Gainsight
Connect Gainsight (the customer community platform, formerly inSided) to Sift to pull community topics - articles, conversations, questions, ideas, product updates - into one inbox and reply from there as part of your community workflow.
At a glance
| Inbound: Articles, conversations, questions, ideas, product updates | ✅ |
| Inbound: Replies on any of the above | ✅ |
| Outbound: Reply on a topic | ✅ posted as the connected author |
| Outbound: Close / change topic status | ❌ moderate in Gainsight directly |
| Outbound: Create or edit topics | ❌ Sift is a response surface, not authoring |
| Multi-region (US / EU API endpoints) | ✅ |
| Multi-community per workspace | ✅ |
| Per-author connect (reply as yourself) | ✅ optional |
| Auto-reply bots | ✅ |
Set it up
Go to Settings → Integrations → Gainsight and:
- Connect via OAuth: supply your Gainsight
client_id+client_secretfrom your Gainsight admin panel. - Pick the region (US or EU) where your Gainsight tenant lives.
- (Optional) Connect personal author IDs: each agent can link their own Gainsight user so replies post under their name.
- Assign each community to a queue (optional) for routing.
What you can do
Reply on a topic - Sift posts back to Gainsight as the connected author. Each agent can optionally connect their own Gainsight user so replies attribute to them rather than a shared "Sift" account.
Trigger workflows off topic signals (category, sentiment, tag, language). Route to the right team automatically. Apply auto-reply bots for common community FAQs.
If a topic is already closed in Gainsight when an agent tries to reply, Sift surfaces that in the inbox rather than failing silently.
What Sift ingests
Every public topic across the community types Sift supports - articles, conversations, questions, ideas, product updates - comes into the inbox as an action. Replies on each topic thread under the parent so an agent sees the conversation in full.
Topics arrive via Gainsight webhooks (real-time) plus periodic polling for any that the webhook may have missed. Edits to existing topics update the existing action in place.
Not supported today
- Customer health-score / CTA writes back to Gainsight: bidirectional sync (pushing Sift's sentiment signal into a Gainsight health-score input, auto-creating CTAs from Sift actions) is on the roadmap but not live. The current sync is Gainsight → Sift, one-way.
- Person / Company record sync: same as above; not live yet.
- Topic creation, editing, status changes: Sift handles replies. Use Gainsight directly for authoring and moderation.
- Contract / revenue data: never read or written. Sift's scope is the community surface only.