Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.

Introduction

Connect Gainsight to Sana to keep customer records current from a conversation — update a company after a renewal, add a new contact, or write to one of your custom objects without opening Gainsight.

In summary, the connector has the following key characteristics:

Categories: Sales, Support
Connector type: Real-time
Auth type: API keys
Hosting type: Managed

Tools

Tools are the operations the agent can use when you ask Sana about Gainsight. In practice, the agent may call more than one to complete a single request.

Tool

Create or update company

Create or update custom object

Create or update person

List custom object options

Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.

Scope and permissions

This connector uses API keys. When you connect your account, we securely store your keys to connect to this connector's APIs. The scopes for this connector depends on the scopes you assign your API key in Gainsight when generating the key.

Before you start

Sana connects with a Gainsight access key, which only a Gainsight administrator can issue. Have the access key and your Gainsight instance domain to hand before you start — the Gainsight documentation covers how an admin creates one.

Set up instructions

Prerequisites:

You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.
Your Gainsight admin has completed the required set up – see Before you start above.

Step 1: Go to the connectors page in Sana

In Sana, click on your profile icon and name in the bottom left corner and select Connectors.

Step 2: Find Gainsight in the list of available connectors

Scroll to the Available connectors section and locate Gainsight.

Note: If you can't find a connector in this list, it means one of the following:

You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.

Step 3: Hover the connector card and click the connect button

Hover the Gainsight card and click the Connect button.

Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.

Step 4: Initialize the Pipedream connection

When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.

Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.

Step 5: Provide your Gainsight credentials

You'll be asked to paste the credentials for Gainsight so Sana can store them securely and use them to call the connector's APIs on your behalf.

Step 6: Complete the set up

You've successfully connected your Gainsight account. Click Continue to complete the setup and start using the connector.

Known limitations

Writing only: The connector can create and update companies, people, and custom object records, but cannot read any of them. It cannot look up a customer, answer questions about what Gainsight holds, or show what a record contained before a change.
Upserts overwrite: Every write is matched on an identifying value — email for a person, name for a company, the chosen identifying fields for a custom object record — and replaces the values it carries on any record that matches.
No timeline, CTAs or success plans: Gainsight timeline activities, calls to action, success plans, and scorecards are not available.