MCPSwitch from another tool is built from Planhat’s, ChurnZero’s and Gainsight’s published API documentation and tested against simulated versions of their APIs. It hasn’t yet been verified against a live customer account. Before you start the import, compare the counts in Review with the old tool, and spot-check a few Companies afterward.
Before you start
- Be a workspace owner or admin. Only owners and admins can run an import. Anyone else sees the name of an admin to ask.
- Get a credential from the old tool. Each tool has its own requirements, and ChurnZero needs a paid API add-on. See Planhat, ChurnZero or Gainsight.
- Invite your team first. Each owner in the old tool is matched to a GainTrace member by email. If your CSMs are already members, their Companies are assigned to them automatically. See Members.
- Check your plan’s Company limit. If the old tool has more Companies than your plan has room for, the extra ones are held until you upgrade. See Plan limits.
How a switch works
Go to Setup > Switch from another tool and choose the tool you’re leaving. The import moves through five steps, shown across the top of the page:1
Connect
Enter the credential and choose Check access. GainTrace confirms it can sign in. The credential is stored encrypted, used only to read from the old tool, and deleted when you switch over or stop the import.
2
Scan
Choose Continue to scan. GainTrace counts the Companies, People, owners, timeline entries, tasks, plans, survey responses and history in the old tool, and lists any kind of record the credential can’t read, by name. Nothing is written yet. Counting can take a few minutes, or longer for a large account, and you can leave the page and come back.
3
Review
Choose Review what moves. You see each kind of record, how many there are, and where each one lands in GainTrace. You also see what stays in the old tool and why. Check the owner for each person who owns Companies, answer any question this tool needs (plans, currency), then choose Start import.
4
Import
The import runs in the background, one kind of record at a time. You can leave the page. GainTrace emails the person who started it when the first import finishes, and Setup shows its progress.
5
Results
See what was imported, updated and skipped, with the reason for every skip. Download the skipped rows as a CSV to fix them at the source.
What moves from each tool
The scan decides what moves from your account, so treat this table as the upper bound. Review shows the exact counts, and anything your credential can’t read is marked Needs access.
Usage data and custom objects don’t move from any of the three. Send product usage to GainTrace directly from your product or warehouse instead. See Integrations.
Custom fields on Companies are stored with each imported Company, but the Company page doesn’t show them yet.
Where records land
Imported health history is never mixed into GainTrace’s own score. From the import onward, GainTrace scores every Company with its own engine. See Health scores.
Companies and People you already have
If you’ve already connected a CRM or imported a CSV, an imported Company joins the existing Company with the same website domain, and an imported person joins the existing person with the same email. Results counts these as updated, not imported. ChurnZero doesn’t send a website, so ChurnZero Companies are always added as new Companies, even when one with the same name already exists. Compare the Company count in Review with your Companies list before you start the import.Imports are quiet
Imported records fire no flows, webhooks, reminders or signal detection, and send no notifications of their own. Your team isn’t alerted about years of old detractors or risk changes, and connected tools such as HubSpot don’t receive copies of imported tasks. GainTrace places imported Companies in your lifecycle stages without firing stage-change flows. A few things do happen:- The person who started the import (who chose the tool) gets one email and one in-app notice when the first import finishes. Import changes doesn’t notify.
- If your plan limit holds Companies or People, workspace owners and admins get the same notice as for any sync that reaches the limit.
- Gainsight risk and escalation CTAs become open items in Triage, because that’s the work they represent. They trigger no flows or webhooks.
- Imported open tasks assigned to a member appear in that member’s daily digest, like any other due task.
Review choices
Owners
Review lists every owner in the old tool and how many Companies each one owns. An owner whose email matches a GainTrace member is matched for you. Every other owner starts as Keep their email as text. Change any of them before you start the import:
Invite all unmatched invites every unmatched owner who has an email. Nobody is invited unless you choose it, because an invitation sends an email.
Success plans
When the scan finds plans or objectives, Review asks how they land:- Merge into one live plan (default). Each Company gets one live plan with all its objectives. Each active plan from the old tool is noted in that plan’s history.
- Keep as separate plans. Each active plan becomes its own live plan, so a Company can have several. Objectives that GainTrace can’t link to a plan land in one plan per Company called “Objectives from” the tool.
Contract values and currency
ChurnZero doesn’t record which currency its contract amounts are in, and GainTrace doesn’t read a currency from Gainsight. For both, Review asks you to confirm one under Contract values, with your workspace currency suggested. The import can’t start until you choose Confirm currency. Once you do, each Company’s ARR and MRR come over (Gainsight’s own MRR, or ARR divided by 12), with its renewal date. To start without answering, untick Bring over contract values and renewal dates. They then stay in the old tool.Plan limits
If the old tool has more Companies than your plan tracks, Review says how many will be held, and the start button reads Import N companies. The import brings in as many as fit and holds the rest. Held Companies import automatically after you upgrade, as long as you haven’t switched over yet. With pay-as-you-go on, Companies over the limit import and are billed instead of held. An import doesn’t count toward your plan’s connected-source limit and doesn’t appear in your list of connections.While it runs
The import page shows each kind of record with its state: Waiting, Importing, Done, Done with skips, Paused or Failed.- Paused means the old tool’s API asked GainTrace to slow down, or a daily API limit ran out. The page says when the next read happens, and the import continues on its own.
- Failed means the import stopped, for example because the old tool was unreachable. Choose Resume import to continue from where it stopped. Resume uses the same credential, which can’t be replaced once the import has started.
- Stop import ends the import. Records already imported stay, but the stored credential is deleted, so importing again means connecting from scratch, which can create duplicates. See Start over.
Results
Results opens with the totals for the last pass: imported, updated, skipped, and kept your edit. The table shows each kind of record with its count in the old tool and how many were imported, updated and skipped, so every record the old tool returned is accounted for. Records its API never returned, such as some archived Planhat conversations, don’t appear here.- Skipped lists every record that didn’t land, grouped by reason, with the source ID and a plain explanation. For example, a task whose Company wasn’t in the import, or a survey response with no email.
- Kept your edit lists fields changed in GainTrace since the last import where the old tool now has a different value. GainTrace kept your value and didn’t overwrite it.
- Download skipped rows (CSV) exports both lists so you can fix records in the old tool and import changes.
- Compare the Companies and People counts in Results with the old tool’s own totals.
- Open three Companies you know well and check the owner, ARR and renewal date, the latest timeline entry and the latest survey response.
- Read every reason under Skipped, fix what you can in the old tool, then choose Import changes.
Import changes, then switch over
Until you switch over, the old tool stays connected. Choose Import changes on the migration page or in Results to bring over new and changed records. A field you changed in GainTrace since the last import is never overwritten. It’s listed under Kept your edit instead. When your team works in GainTrace day to day, choose Switch over. GainTrace stops importing changes and deletes the stored credential. Everything already imported stays, and each Company’s Sources list shows that it was imported from the old tool. Importing from that tool again means connecting it from scratch, which can create duplicates. See Start over. Records deleted in the old tool aren’t removed from GainTrace by Import changes. Archive or delete them in GainTrace yourself.Start over
An import can’t be undone. Records already imported stay when you stop the import or switch over. A new import from the same tool connects from scratch: it matches existing Companies by domain and People by email, but can add timeline entries, tasks, survey responses and revenue records again. Settle owners, plans and currency in Review before you start, and use Import changes rather than a new import to pick up fixes.Rebuild what can’t move
Once the scan finishes, the migration page shows a rebuild checklist. It lists everything the old tool’s API doesn’t let out, why, and where to rebuild it in GainTrace:
Tick each item as you finish it. Ticks are saved, including after you switch over. Each tool’s page lists its exact items.
If something goes wrong
Messages name the tool you’re leaving, shown here as Tool. Each tool’s page lists the sign-in and permission messages specific to it.FAQ
Does the import change anything in the old tool?
Does the import change anything in the old tool?
No. GainTrace only reads. Keep using the old tool until you switch over.
Can I run the import more than once?
Can I run the import more than once?
Yes, within one import. Until you switch over, Import changes updates the records it brought in before instead of adding copies, and your GainTrace edits win. A new import after you stop or switch over starts fresh and can create duplicates. See Start over.
How long does it take?
How long does it take?
The scan can take a few minutes, or longer for a large account. The import’s length depends on how much data you have and on the old tool’s API limits. GainTrace paces its reads and waits whenever the old tool asks it to slow down. A large account can take hours, or more than a day when a daily API limit runs out. You don’t need to keep the page open.
Will my team get flooded with alerts?
Will my team get flooded with alerts?
No. Imported records trigger no flows, webhooks or signal detection. The person who started the import is notified once when the first import finishes, owners you choose to invite get an invitation email, and imported open tasks show in their assignee’s daily digest. Gainsight risk and escalation CTAs appear in Triage without alerting anyone. See Imports are quiet.
Can I import from a tool that isn't listed?
Can I import from a tool that isn't listed?
Not through Switch from another tool. Import Companies and People from a CSV at Data > Import CSV, and see Import from other survey tools for survey history.