Zoom, Undo/Redo and Rearrange

• Minus (-): Click the Minus icon to zoom out on the elements in the editor. 
• Fit Screen: Click the Fit Screen icon to make elements appear in normal size.
• Plus (+): Click the Plus icon to zoom in on the elements in the editor. 
• Undo: Click the Undo icon to revert the last modification made on the editor.
• Redo: Click the Redo icon to restore the last modification made on the editor.
• Rearrange: Click the Rearrange icon, to align all the steps vertically one after another on the editor.

Remove an Element

To remove an element:

1. Hover over the element you want to remove. The Close icon appears. 
2. Click the Close icon. The element is removed but any nodes connected to that element are retained. 

Action Outcomes

The Action Outcome enables you to branch participants based on their interactions with the actions. The following are the types of action outcomes:

• Email Outcomes
• Survey Outcomes
• CTA Outcomes
• API Outcomes
• In-App Engagement Outcomes

To access the outcomes, click Show Outcomes on the editor. The branches and the wait period appear. 

10 Days is selected by default as a wait period. Click Wait for 10 Days for the email to be opened to edit the wait period. It can be configured for Minutes, Hours or Days.

Defining Multiple Branches

To add multiple branches with defined conditions:

1. Drag and drop the Evaluate condition from the Elements section to the editor.
2. Click the Evaluate element on the editor to configure. The Evaluate slide-out panel appears.
3. Select the option to evaluate from One Time or Multiple Times. 
4. For the Recurrently option, enter the number of days for evaluating configured branches repeatedly every 11 hours.
5. Click Add Condition.
6. Select the conditional fields from the following available options:

• Audience Field
• Calculated Field
• Previous steps (only supported for Email link not clicked, CTA Closed, and Survey not responded if they are present in the path where Evaluate step is connected)
• Survey Questions (available when a survey is added to the program)
• Event Field
• Define the conditions for each branch.

7. If none of the conditions is met, the audience is moved to the Remaining branch.
8. Click Save.

Audience

Audience step allows you to add participants to the program. Add the audience to your program through the following three sources: 

• Segments
• Data Designer
• Query
• CSV
• Events

Each program can have only one source. For segment or data designer sources, you can select just one segment or data designer. However, for a CSV source, you have the ability to upload up to 5 CSV files within a single program.

To select a data source:

1. Click the Audience step on the Programs Editor page. The Audience slide-out pane appears. 

2. From the Source tab, select the required source: 

   1. For the Data Designer or Segments sources, select the required Data Designer or Segment from the drop-down list.

   2. For Query source, 

      1. Click New Query Setup. The query creation page appears.

      2. Select a Data Source. The objects in that data source appear.

      3. Drag and drop the required objects and create a query. 

      4. Click Save & Sync.

   3. For Events source: 

      1. Select the required Event Topic.

      2. Select the required Event.

      3. Select the Event Version. 

      4. Click Done. 
         
         For more information on events, refer to the Add Participants to a Program article.

   4. For the CSV source, upload a CSV file.
      
      Note: You can upload a maximum of five CSV files.

3. Click Done. The mandatory fields are identified and the uniqueness criteria are auto-selected. All fields from the source are available for tokens and conditions selection, without the need for field mapping.

4. Wait for the selected source to load and the audience to be synced.

5. Click Sync All to synchronize all the remaining participants to the program.

6. (Optional) Click the Audience Synced number to view the synced audience.

7. (Optional) Click the View option in Source Fields to view the fields used as tokens in the program.

Notes: 

• You can view the Source Fields that can be used to modify the data types when a CSV is added.
• Initially, only 20 participants are synced, click Sync All to synchronize all participants.

8. You can upload additional CSVs to add more participants to the program.

Notes: 

• A maximum of five CSV files can be uploaded to any source. 
• The CSV to be uploaded can be created manually, but the file must contain the same number of columns and column names as the previous source. Alternatively, you can export the CSV file from the Audience Synced section and remove the following columns to match the CSV columns with the previous source: Participant ID, Participant State, and Participant Type. Additionally, rename the column headers Company Id and Recipient Email Address with the field names present in the previous source.

9. Click Update to modify the program's advanced settings. The Mandatory Fields, Uniqueness Criteria Fields, Audience Re-entry Criteria, Advanced Criteria, Audience Exclusion list, and Action Execution Schedule configurations can be updated.

For more information on these configurations refer to the Add Participants to a Program article.

Email/ Survey

Email or Survey action allows you to configure Email or Survey in the selected template. Just like emails, now you can add surveys to your program. Multiple emails and surveys can be added to the program. 

Note: Currently, surveys can only be distributed through email. However, with future releases, in-app distribution using Gainsight PX will also be available.

To configure an Email or a Survey action: 

1. Drag and drop the  Email or Survey actions from the Elements section to the Programs Editor page. 
2. Click the required Email or Survey element on the editor to configure. The configuration page appears.
3. Select the template. 
4. (For Survey action) In the email body, click the survey from the added link or button. 
5. The unmapped tokens are displayed in yellow color. Click the token to map. The Source Fields list and Calculated Fields list appear.
6. Select the field to map with the token.  
7. (Optional) Click Preview to preview the email.
8. (Optional) Click Send Test Email to send a test email to ensure that the template appears correctly in the recipients’ email. 
9. Click Save. The email or survey action configuration is saved.

CTA

CTA action allows you to create or close the CTA in the program. To add CTA action in the program:

1. Drag and drop the CTA action from the Elements section to the Programs Editor page.
2. Use one of the following options to create a new CTA or close an existing one in the program.

• Click the Create CTA option to create a new CTA for the company person (or) 
• Click the Close CTA option to close the created CTA in the program.

3. Click Done.

Note:

• The CTA option selection step is irreversible. To change the option you need to create a new CTA action.
• Gainsight does not support Calculated fields as the Owner field in CTA steps.

API

The Call API Action type enables admins to establish a connection between Gainsight and external systems through a request action from the external system using an API. 

Example Business Use cases:

• Admins can send NPS® surveys and relay responses to collaboration platforms like Slack.
• Admins can send CSAT surveys and forward responses to external ticketing systems such as Zendesk.
• Admins can alert external systems when the Customer Health Score drops by a specified percentage, including actions like creating a CTA.

Prerequisite 

The following are the prerequisites to use the API action type:

• The connection between Gainsight and external systems must be created. 
• The API Action type for the connection must be configured.

For more information on how to configure the connection and action, refer to the Configure Custom Connectors and Configure External Actions sections in the Configure External Action from Gainsight article, respectively.

To configure the API action:

1. Drag and drop the  API action from the Elements section to the Programs Editor page. 
2. Click the required API element on the editor to configure. The API configuration slide-out panel appears.
3. From the Connectors dropdown, select the API connector. 
4. From the External Action dropdown, select the API Action.  
5. (Optional) In the Description field, add an API description. 
6. (Optional) Click the Create Connection or Create Action options to create a new connection or action, respectively.
7. In the Field Mapping section, select the respective Source Fields to map with the Action Fields. 
8. Click Save. The API action configuration is saved.

PX Engagements

Gainsight integrates Journey Orchestrator (JO) with Gainsight PX. You can trigger PX in-app engagements from Programs, and take action based on the engagement events in Programs. You can further analyze and measure the Program and Engagement effectiveness. This integration helps customers achieve a unified customer engagement strategy by leveraging the best of both JO and PX applications. 

Notes: 

• The PX Engagements cannot be configured for programs with a User entity.
• By default, this feature is enabled for all the customers who have CS and PX subscriptions.

Example Business Use Cases

• While on-boarding a new customer, admins can send a welcome email with a walkthrough of the CS application using PX engagement.
• After a new release, admins can trigger a PX engagement from the Program, that consists of a release video to all users.
• The CS admin can send an in-app NPS® survey. If there is no response, a follow-up email reminder can be sent.
• The support team can send an in-app CSAT survey after the support ticket is closed.

Prerequisite 

The following are the prerequisites to in-app engagement action:

• Customers must have subscriptions for both the Gainsight Journey Orchestrator module in the CS application and also the Gainsight PX application.
• Configure the PX Connector in the Gainsight CS application. For more information, refer to the Gainsight PX Connector article.
• Enable the PX Real-time Sync option in Surveys to trigger Survey PX engagements in Programs. For more information, refer to the Gainsight PX Integration with Survey 2.0 article.

To configure the in-app engagement action:

1. Drag and drop the  In-app Engagement action from the Elements section to the Programs Editor page. 
2. Click the required In-app Engagement element on the editor to configure. The PX In-app Engagement configuration slide-out panel appears.
3. From the Connections dropdown, select the connection. 

Note: The programs can only have one PX connection. If a different connection is selected, it also updates the connection details of all the previous engagements created.

4. From the PX Engagement dropdown, select the engagement.  
5. Click Save. The API action configuration is saved.

Slack

Admins can access Slack as an action within the Advanced Programs configuration. The Slack integration within Journey Orchestrator provides the following capabilities:

• Easy Selection of Slack Channels and Workspaces: Choose from available Slack channels and workspaces for directly posting messages through Journey Orchestrator.
• Comprehensive Message Customization: Draft impactful messages with formatting options and tokens for adding customer-specific data.
• Insightful Analytic Reports: Access reports in Journey Orchestrator's Analytics for detailed insights into each participant's message delivery status.

Prerequisite:

To use Slack action in Journey Orchestrator, ensure the out-of-the-box Slack Connector is set up and to authorize the Slack app from Gainsight for integration requires Slack admin permissions.

For more information on how to set up a connector, refer to a Preparation of Connector Jobs article. 

To configure the Slack action:

1. From the Elements section, drag the Slack action to the Programs Editor page. 
2. On the Programs Editor page, click the required Slack element to open the configuration slide-out panel.
3. From the Connection drop-down list, select the required connection. 
4. Search for and select the channel in which you need to post a message.
5. In the message box, compose your message. 

Note: 

• In the message box, markdown language is supported for formatting, such as italic, bold and strikethrough.
• Using @ in the message box allows you to add customer data as tokens. 

6. Click Save. The message is delivered when the program runs.

View Participant’s Activities

Admins can access an overview of participant activities within a program through the Analytics tab. This feature allows admins to monitor each participant's actions and progress. Moreover, in instances where participants are dropped from the program, it provides insight into the reasons for their removal.

To view participants activities:

1. Navigate to Digital Journey > Programs.
2. Click the required program having an Active status.
3. Select the Analytics tab.
4. In Overall Performance section, click Participants widget. The Participants window appears.
5. Click the required Participant’s ID. The Participants Activities window appears.
6. (Optional) Click View Failure Reason to display the reason why the participant has been dropped from the program.