When does an AI agent use this pattern?

When the trigger described above matches the situation the agent is handling. The agent queries FusedFrames at runtime, this pattern is returned and the agent follows the recorded reasoning and steps to reach the recorded outcome.

How were the steps captured?

By the desktop app on the machine of someone who actually does this work. It records clicks, keystrokes, copy and paste, drag and drop, selected text and screen regions across Gainsight, then groups them into the meaningful steps shown above.

Where does the reasoning come from?

From the operator. When the desktop app sees a decision the action alone cannot explain, it asks why in the moment. The operator's answer is recorded and becomes the reasoning attached to the pattern, so the AI agent gets the thinking and not just the steps.

What if my team handles this differently?

Capture how your team actually does it. The desktop app records what your operator does on your tools and the web app distills that into a pattern shaped by your team. Each team's library reflects their own approach rather than the example shown here.

What if a case looks like this pattern but does not quite fit?

The pattern is linked to 2 alternatives. The agent can follow the connections shown on this page to a related pattern that matches the case more closely.

How does my AI agent actually call this pattern?

Through the read-only REST API or the npm CLI. Create an API key in the dashboard, choose whether it accesses all libraries or specific ones and have your agent query at runtime. The response is structured JSON ready for tool use.

Is the data shown on this page from a live customer?

No. Example libraries on this site are illustrative. Patterns in your own account are built from your team's captured actions and stay private to your workspace.

How do I build a pattern like this for my team?

Install the desktop app on the machine of the person who already does this work, ask them to handle a real case end to end, then distill the captured action into a pattern in the web app. The pattern you end up with mirrors how your team actually operates.

Creating a Risk CTA after a health drop

Once a health-tier drop is confirmed, the CSM creates a Gainsight Risk CTA on the customer's Cockpit. They set the right band, playbook variant, owner and subscribers so the rescue starts with no further setup.

Tags

riskctagainsightplaybookrescue

Lets your agent filter to the right pattern

Categories and tags scope the retrieval set, so your agent receives only the patterns relevant to the task instead of scanning the full library.

What and why

The observed behaviour and the reasoning behind it.

Behaviour

When a health-tier drop has been confirmed (whether from the morning triage, the twice-weekly Gong scan or a poor QBR outcome), the customer success manager opens the customer’s C360 in Gainsight, clicks ‘New CTA’ and chooses Type=Risk. They set the risk band by the rules (15-point drop is Yellow, 25 or more is Red, a champion change is Red regardless of points), pick the correct playbook variant (‘Loss of Champion’ for sponsor changes, ‘Adoption’ for usage drops, ‘Sentiment’ for ticket-driven drops), assign themselves as owner and subscribe the manager. For accounts above $50k ARR, the VP CS is auto-subscribed by the playbook.

Reasoning

The Risk CTA is the system of record for at-risk accounts and the line between ‘we are on it’ and ‘it is on someone’s todo list’. The point thresholds are not arbitrary. Below 15 points the team has tried CTAs and produced more noise than rescue. Above 25 points or on a champion change, every account that did not get a Red CTA in time was the one that ended up churning. The playbook variant matters because each variant carries a different next-action set, and the wrong variant drives the wrong work. ‘Loss of Champion’ starts with relationship outreach. ‘Adoption’ starts with a workspace audit. ‘Sentiment’ starts with a ticket review. Picking the wrong variant means three days of the wrong work before someone catches it.

Gives your agent an operator's reasoning

Behaviour records the action; reasoning records the rationale. Your agent applies both to handle cases that diverge from the captured examples.

Cause and effect

What initiates this pattern and what it produces.

Trigger

A health drop of 15 points or more, a confirmed champion change or a poor QBR outcome (qbr_health_band is Yellow or Red on the company record) requires a structured rescue.

Outcome

A Risk CTA exists on the customer’s Cockpit with the correct band, the right playbook variant, the right owner and the right subscribers, so the rescue starts with no further setup.

Tells your agent when to act and what to verify

Your agent stays within the scope set by the trigger and outcome, so it doesn't extend beyond the work or finish before the outcome is met.

Standard operating procedure

Step-by-step instructions to reproduce this pattern.

Gainsight

Open the customer’s C360 and click ‘New CTA’ in the top-right of the page.

Always create the CTA from the C360, not from the Cockpit. Creating from the C360 auto-attaches the customer record. Creating from the Cockpit forces a customer search and the wrong customer can get attached if there are name collisions.

Expected: The New CTA dialog opens with the customer pre-filled in the customer field.

Gainsight

Choose Type=Risk and pick the band by the team’s rules.

Rules: 15 to 24 point drop in 7 days is Yellow. 25 or more is Red. A champion change is Red, regardless of point change. Two or more Concerns/Competitor tracker hits in Gong in the last 7 days on a Green/Yellow account is Yellow. Anything that does not match these rules is not a CTA-worthy event yet, log it as an internal note and watch.

Expected: The CTA Type is Risk and the band reflects the rule the trigger matched.

Gainsight

Pick the playbook variant from the dropdown: Loss of Champion, Adoption, Sentiment, Outcome or Generic.

Champion change always picks Loss of Champion regardless of which signal triggered the CTA, because relationship work has to lead. Adoption drops pick Adoption (workspace audit, primary user onboarding). Ticket-driven sentiment drops pick Sentiment (ticket review, escalation audit). Outcome misses pick Outcome (success plan refresh). Generic is reserved for compound triggers and requires the CS Lead to approve before the playbook starts.

Expected: The right playbook variant is attached to the CTA and the auto-generated subtasks reflect the right starting work.

Gainsight

Assign yourself as the CTA owner and subscribe your manager.

Manager subscription is mandatory on every Red CTA and on every Yellow CTA over $25k ARR. The VP CS is auto-subscribed for any CTA on an account over $50k ARR by the playbook itself, no manual step needed.

Expected: Owner and subscribers reflect the team’s escalation rules and the right people will see the CTA in their daily Cockpit.

Gainsight

Set the due date on the first playbook subtask to 5 working days out, then save the CTA.

5 working days is the team’s rescue rhythm. Sooner produces shallow work. Later lets risks harden. The first subtask date is what the daily Cockpit sorts on, so it is the date that determines visibility, not the CTA created date.

Expected: The CTA is saved on the customer’s Cockpit with the right band, variant, owner, subscribers and a 5-working-day first subtask, ready for the rescue to start.

Hands your agent your team's exact steps

Your agent executes the documented procedure in order, against the applications named at each step, producing consistent output across human and agent runs.

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Related patterns

How this pattern connects to other patterns in the library.

Alternative to

Escalating to the exec sponsor Logging an expansion opportunity in HubSpot

Often previous

Triaging daily account health Mining Gong sentiment for at-risk signals Logging the QBR outcome in HubSpot

Often next

Escalating to the exec sponsor

Lets your agent confirm the match and its scope

Alternative patterns let your agent compare candidates and select the closest match. Previous and next patterns define position in the workflow, so the agent operates within the scope of this one.

Supporting actions

Actions that provide evidence for this pattern.

Created Red Risk CTA on Helios Energy after champion change (Loss of Champion playbook)

Created Yellow Risk CTA on Northwind Logistics (-18 pts adoption, Adoption playbook)

Subscribed @leila.aziz as manager on Apex Marine Red CTA

Set first subtask due date to 5 working days on Cascadia Bank Risk CTA

Shows your agent the evidence behind the pattern

Each pattern is derived from captured action sequences. Your agent can reference the source actions to verify any field, so nothing it acts on is authored by hand or hallucinated.

Metadata

Timestamps and identifiers.

Evidence	Observed 31 times across 4 connections
Applications	Gainsight
First seen	30 Jan 2026, 15:02
Last seen	6 May 2026, 14:48

Helps your agent rank patterns by confidence

Action count and last-seen timestamp weight each pattern by frequency and recency, so your agent selects the highest-scoring match rather than the first returned.

Questions

Frequently asked questions

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