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Gainsight Inc.

Audience Selection (Engagements)

This article explains how to configure the target audience when building user engagement.

Overview

Gainsight PX powerful platform collects your product's usage data as your users create events but what data is not useful without the ability to leverage it for your needs. This is where audiences and audience selection come into play.

Audience selection can be applied all over the Gainsight PX platform, from our powerful reporting (For example, cohort/retention, feature adoption, funnels) and down to the real-time user engagement launching (For example dialogs, sliders, surveys, etc).

Audience Selection for Engagements

The first step when building a user engagement is to select the audience to target. An Audience can be defined based on either or both the user/account's demographics, feature usage, platform, custom events and/or combined in-app behaviors and more! 

You can use the audience rules to define the criteria. For more information on the audience rules, refer to the Audience section of the Anatomy of Engagements article.

When defining audience criteria, you can combine them with simple or advanced conditional logic. The following image shows the sample audience logic.

Audience .jpeg 2022-05-04 at 2.40.07 PM.jpg

The above engagement is configured to target an audience of Admin Users who have visited the product more than 10 times, belong to a Premium account, and have used the 'People Maps -> People Maps - View Influence' feature more than 14 days ago.

Take notice of the powerful Rule Logic options within each block as well as across each block to allow for powerful advanced targeting based on BOTH user/account profile attributes as well as behavioral.

For more information about all frequently asked questions, refer to the In-App Engagements FAQs article from the Additional Resources section.

Simple Onboarding Rules 

For Simple Onboarding Rules, choose a specific Audience:

MQ_Simple.jpeg

Advanced Behavioral Rules 

For Advanced Behavioral Rules, choose Users, Account, Product Mapper:

MQ_Adv.jpg

Evaluate URL Rule for Engagements

Gainsight PX supports Audience rule evaluation for engagements both at entry and exit for engagements so that only the relevant engagement is displayed to users when they navigate between the pages of your application. If the URL does not match the audience criteria, the engagement is not displayed.

Evaluate Engagement rules on page navigation.jpg

To use this feature, turn ON the Evaluate engagement rules on page navigation toggle on the Administration > SDK Settings page.

Business Use Case: Consider that you have configured a Survey engagement to be displayed on the Home page of your application. You set the Audience criteria using the URL Audience Rule. When a user lands on the Home page of your application, the Audience Rule is evaluated, and the Survey engagement is triggered. If the user navigates to another page in your application, the engagement will close immediately. 

In case the Evaluate engagement rules on page navigation is turned off, the Survey engagement continues even if the user navigates to another page on your application until the Survey is completed or closed by the user. 

 Note: This feature is applicable to all the PX engagement types except the Guide engagement. 

Additional Resources

 In-App Engagements FAQs
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