CustomerGauge v6.7 Release Notes - Released 17 December 2025
Pedro Henrique
started a topic
4 days ago
10 New Features
Workflow Rules: Delay Period during Weekends
While closing the loop with customers is the most important action in a CX program, we understand that maintaining work-life balance is a crucial – and sometimes legally mandated – consideration. As such:
Admins can now set Workflow Rules to wait before opening a case and/or sending email alerts during specific days/times (like weekends).
This is set per Workflow Rule, so teams in different countries or business units can match their local weekends.
Fewer unnecessary weekend notifications, happier teams, and compliance with local rules—without slowing down weekday follow-up.
The Close the Loop Clock and KPI timing are now calculated from Case Creation Date instead of Survey Completed Date.
Performance metrics better reflect when action actually starts, especially if cases are created manually.
Gaige Chat
We have powered Gaige even more and added a range of capabilities including the ability to provide Gaige your Business Context, increase chat expiration time and additional reporting capabilities. Take a look below at all the options you can leverage going forward.
System Admins can now define Business Context in Gaige AI General Settings so Gaige understands your organisation’s nuances, both operationally in general as well as any specifics as to how you use CustomerGauge or run your CX program.
Faster, more relevant answers—more consistent across teams.
Increased Expiration: Chats no longer expire after 10 minutes of inactivity – this has been increased to 60 minutes. Users can now continue older chats. We will continue looking into making improvements in this area as well.
Auto-naming Chats: Gaige Chat now automatically names your chats based on your initial message in that chat, saving time by making it easier to identify different chats. You can still rename any chat that has been auto-named.
Reasoning Time: Gaige Chat now shows the total reasoning time after Gaige is done "thinking" and has responded. This will only be available for new messages after this update.
CES/CSAT/Rating Summary: Gaige now knows how to pull up summaries for CES, CSAT, and Rating metrics. While Gaige could do this already over time, or grouped by a segment, Gaige can now provide non-grouped summaries. Additionally, Gaige now better understands positive and negative scores for the different metrics.
CG’s In-App Survey templates are now officially listed / available in Google Tag Manager Community Gallery.
Customers using Google Tag Manager (GTM) can now launch CustomerGauge pop-up surveys with a no-code setup. We’re officially listed in the GTM Community Template Gallery, so you can add the template and configure it without custom development.
Works with your existing GTM setup: use all the triggers and variables you already have in Google Tag Manager to control when the pop-up shows and who sees it.
Launch faster: go from idea to live survey in minutes, not days.
No developer needed: marketing/CX teams can implement changes independently.
Lower risk: fewer code changes means fewer deployment headaches.
More agility: quickly test and refine pop-ups based on performance.
System Languages
你好！여보! Chinese (Traditional) and Korean have been added as a System Languages. Go to ‘My Profile’ to change your preferred System Language.
With the inclusion of these two languages - CustomerGauge offers a total of 34 Platform Language options
2 Feature Improvements
Gaige Chat
Improved Speed: We’ve optimized Gaige’s thinking processes when filters are involved. Gaige should now return faster and more consistently.
REST APIs
Latitude and Longitude: The Latitude and Longitude fields are now available in the GET Responses and Non-Responses APIs.
3 Feature Fixes
Gaige Chat
Solved an issue where Gaige would incorrectly format certain analytics tools and date types, causing it to not return the right data.
Exports
Solved an issue where users were unable to export Mappings containing questions that were merged after the Mapping had been created.
Workflow Rules
Solved an issue where the ‘Questions’ Merge Tag was missing from the drop-down of Merge Tags. This did not impact any previously-saved Workflow Rules that had already contained the Merge Tag.
Pedro Henrique
10 New Features
Workflow Rules: Delay Period during Weekends
While closing the loop with customers is the most important action in a CX program, we understand that maintaining work-life balance is a crucial – and sometimes legally mandated – consideration. As such:
Admins can now set Workflow Rules to wait before opening a case and/or sending email alerts during specific days/times (like weekends).
This is set per Workflow Rule, so teams in different countries or business units can match their local weekends.
Fewer unnecessary weekend notifications, happier teams, and compliance with local rules—without slowing down weekday follow-up.
The Close the Loop Clock and KPI timing are now calculated from Case Creation Date instead of Survey Completed Date.
Performance metrics better reflect when action actually starts, especially if cases are created manually.
Gaige Chat
We have powered Gaige even more and added a range of capabilities including the ability to provide Gaige your Business Context, increase chat expiration time and additional reporting capabilities. Take a look below at all the options you can leverage going forward.
System Admins can now define Business Context in Gaige AI General Settings so Gaige understands your organisation’s nuances, both operationally in general as well as any specifics as to how you use CustomerGauge or run your CX program.
Faster, more relevant answers—more consistent across teams.
Increased Expiration: Chats no longer expire after 10 minutes of inactivity – this has been increased to 60 minutes. Users can now continue older chats. We will continue looking into making improvements in this area as well.
Auto-naming Chats: Gaige Chat now automatically names your chats based on your initial message in that chat, saving time by making it easier to identify different chats. You can still rename any chat that has been auto-named.
Reasoning Time: Gaige Chat now shows the total reasoning time after Gaige is done "thinking" and has responded. This will only be available for new messages after this update.
CES/CSAT/Rating Summary: Gaige now knows how to pull up summaries for CES, CSAT, and Rating metrics. While Gaige could do this already over time, or grouped by a segment, Gaige can now provide non-grouped summaries. Additionally, Gaige now better understands positive and negative scores for the different metrics.
CG’s In-App Survey templates are now officially listed / available in Google Tag Manager Community Gallery.
Customers using Google Tag Manager (GTM) can now launch CustomerGauge pop-up surveys with a no-code setup. We’re officially listed in the GTM Community Template Gallery, so you can add the template and configure it without custom development.
Works with your existing GTM setup: use all the triggers and variables you already have in Google Tag Manager to control when the pop-up shows and who sees it.
Launch faster: go from idea to live survey in minutes, not days.
No developer needed: marketing/CX teams can implement changes independently.
Lower risk: fewer code changes means fewer deployment headaches.
More agility: quickly test and refine pop-ups based on performance.
System Languages
你好！여보! Chinese (Traditional) and Korean have been added as a System Languages. Go to ‘My Profile’ to change your preferred System Language.
With the inclusion of these two languages - CustomerGauge offers a total of 34 Platform Language options
2 Feature Improvements
Gaige Chat
Improved Speed: We’ve optimized Gaige’s thinking processes when filters are involved. Gaige should now return faster and more consistently.
REST APIs
Latitude and Longitude: The Latitude and Longitude fields are now available in the GET Responses and Non-Responses APIs.
3 Feature Fixes
Gaige Chat
Solved an issue where Gaige would incorrectly format certain analytics tools and date types, causing it to not return the right data.
Exports
Solved an issue where users were unable to export Mappings containing questions that were merged after the Mapping had been created.
Workflow Rules