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GainTrace reads Gainsight CS through its REST API with an access key. Some history isn’t available through the API in every account, so you can add it from CSV exports. This page covers what you need from Gainsight, what comes over and what stays behind. For how the whole switch works, see Switch from another tool.

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Before you start

  • A Gainsight Super Admin. Only an active Super Admin can create Gainsight’s access key.
  • Your Gainsight domain. This is the address you sign in at, such as https://acme.gainsightcloud.com, or your custom domain.
  • Owner or admin in GainTrace. See Before you start for the rest.
Gainsight allows one access key per organization. If your organization already has one, use it. If you reset the key instead, every other integration using the old key stops working until it’s updated with the new one.

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Connect Gainsight

1

Get the access key

If your organization already has an access key, use it. Otherwise, a Super Admin goes to Administration > Connectors 2.0 in Gainsight, chooses Create Connection, selects Gainsight API and chooses the access key authentication type.
2

Open the import

In GainTrace, go to Setup > Switch from another tool and choose Gainsight CS.
3

Enter your details

Enter your Gainsight domain and paste the Access key, then choose Check access.
GainTrace stores the key encrypted, uses it only to read, and deletes it when you switch over or stop the import. Gainsight access keys don’t expire on their own.

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What comes over

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How CTAs are routed

GainTrace routes each open CTA by its type name, ignoring case. A type whose name includes “Risk” or “Escalation” goes to Triage. A type whose name includes “Objective” goes to Plans. Every other open CTA goes to the Tasks page, so a risk type with another name, such as “Churn”, lands there too. Closed CTAs land on the timeline, dated when they were last modified, or by their due date when Gainsight has no modified date. Imported Triage items trigger no flows or webhooks. Gainsight lists tasks one CTA at a time, so GainTrace reads tasks under open CTAs only. Tasks under closed CTAs stay in Gainsight.

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Success plans

Review asks whether to merge each Company’s success plans into one live plan or keep them separate. See Success plans. GainTrace doesn’t yet read which success plan an objective CTA belongs to, so objectives import into one plan per Company and keep their steps.

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Scorecard history

GainTrace imports up to the last two years of each Company’s overall score, as far back as Gainsight has kept it, one point per week (the latest score that week). The points stay in Gainsight’s own scale on a separate Before GainTrace card, and are never mixed with GainTrace’s health score. If the API can’t supply scorecard history in your account, Review asks for a file instead.

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Contract values and currency

GainTrace doesn’t read a currency from Gainsight. Gainsight records one per record only when multi-currency is enabled in your org, and the import doesn’t use it. In Review, under Contract values, confirm the currency, with your workspace currency suggested. Once you confirm it, ARR, MRR and the renewal date come over. A value you changed in GainTrace is kept. To start without a currency, untick Bring over contract values and renewal dates.

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Add history from files

Some history leaves Gainsight only as an export. Files from Gainsight appears in Review, and on Results until you switch over. Each kind of file has a How to export guide. Upload files before you start the import and they’re applied when it finishes. After the import, upload them and choose Apply N files, which reads only the files and doesn’t call Gainsight again. Uploads are paused while a scan or import is running. Review marks a file as Needs a file when the API can’t supply that history in your account. Otherwise files are optional.
1

Build a report in Gainsight

Build a report on the matching object: Activity Timeline, Account Scorecard History, NPS® Survey Response or CSAT Survey Response MDA Object. Add the required columns. Gainsight’s own names for the ID columns, such as GSID and Company ID, are recognized. For timeline notes, a Rules Engine export to Amazon S3 with the same two columns also works.
2

Export it as CSV

Format dates as yyyy-MM-dd. Column names match regardless of case, spacing or a registered-mark symbol, so “NPS® Score” and “nps score” both work. Extra columns are ignored.
3

Upload it

Choose Upload export. For scorecard history and CSAT, enter the lowest and highest score first. Rows are matched to imported records by GSID.
Each file can be up to 8 MB. Export a smaller date range, or split a large export and upload each part. Rows that match nothing imported, or can’t be read, are listed under Skipped in Results. GainTrace holds uploaded files privately and deletes its copy as soon as a file is applied. The export contains customer notes and scores, so delete it from your computer once the import finishes.

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What stays in Gainsight

These appear in Review under What stays in Gainsight, and on the rebuild checklist once the scan finishes:

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If something goes wrong

For every other message, see If something goes wrong.

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Good to know

  • Only reads. GainTrace never writes to Gainsight.
  • API limits. Gainsight limits most API reads per minute and per day, and the limits can vary by package. GainTrace paces its reads to stay under them. Other integrations using the same limits can slow the import.
  • Quiet import. Nothing imported from Gainsight triggers flows, webhooks or signal detection. Risk and escalation CTAs land in Triage without alerting anyone. See Imports are quiet.
Last modified on October 21, 2026