# Gainsight (/docs/integrations/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 [#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 [#set-it-up]

{/* setup-screenshot */}
<figure>
  <img src="/assets/screenshots/gainsight/setup.png" alt="The Gainsight settings page in Sift, showing connected accounts (account names redacted for the docs)." />
  <figcaption>Gainsight settings in Sift - manage connected accounts here.</figcaption>
</figure>

Go to [Settings → Integrations → Gainsight](https://app.getsift.ai/app/settings/integrations/) and:

1. **Connect via OAuth**: supply your Gainsight `client_id` + `client_secret` from your Gainsight admin panel.
2. **Pick the region** (US or EU) where your Gainsight tenant lives.
3. **(Optional) Connect personal author IDs**: each agent can link their own Gainsight user so replies post under their name.
4. **Assign each community to a queue** (optional) for routing.

## What you can do [#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 [#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 [#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.