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Gainsight Inc.

Create Engagements for Mobile App

This article explains how to create engagements for your mobile app. Gainsight recommends that you refer to the Anatomy of Engagements article and then proceed with this enhancement.

Overview

Gainsight PX allows you to create engagements in all mobile SDKs. You can create and launch engagements for your mobile application. Currently, you can only create NPS, CES, and Rating survey engagements for Mobile apps. 

Create Mobile Engagements

When you click the Create button in the Engagement list view, you can now select the channel from the newly introduced drop-down. This drop-down menu has two options; Web App and Mobile. Once you select the Mobile option, you can see the list of survey engagements.

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Configure Mobile Engagements

Mobile Engagements are configured nearly the same as Web App engagements, but mobile engagements have an additional section known as Activation. This section allows you to choose the trigger method for the engagement. The Audience section supports different rules than a Web App engagement. The new Activation section and changes in the Audience section are described below. 

Audience

The Audience section has two new rules for Mobile engagements; Screen event and Platform. The screen event rule allows you to select a screen name in your app or a screen class of your app. The engagement is launched on the selected screen or class. Apart from selecting the screen name or class, you must also select the platform of your app (eg. iOS, Android) on which you wish to launch the engagement. The screen name/screen class and platform together form a single Screen rule.

In the following image, the engagement is launched on the Launch page screen of the app. Also, the engagement is launched only for the iOS version.

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IMPORTANT: If you are using multiple screen event rules, ensure that you set the Rule logic to OR for the Screen event rule block. The overall Audience Logic can be OR or AND.

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The Platform rule allows you to select your app’s platform (iOS or Android) on which you wish to launch the engagement. If you do not want to launch your engagement on any specific screen or class of your app, you can use this rule to select only the platform. The engagement can be viewed on all the screens/classes of the selected platform. 

Tip: If you wish to launch the engagement on all the screens and on all the platforms, do not use the above two rules.      

Apart from these two new rules, you can use Users, Account, In-app engagement, Product Mapper, Inferred Company, Inferred Location, Account Location, Location, Custom Events, and Segments rules in a Mobile engagement. The behavior of these rules is the same as with a Web App engagement.

IMPORTANT

  • While using an In-app engagement rule in a Mobile engagement, you can select a Web App engagement as well.   

  • While using the Segment rule in a mobile engagement, you can only select those Segments that were created for Mobile.  

Activation

This is a new section exclusively for mobile engagements. This section allows you to set events that trigger your mobile engagement. While Audience rules allow you to determine where exactly on your application the engagement must be displayed, the Activation rules help you configure the events. Once the configured event is triggered, the engagement is displayed on the selected screen/class. There are three events in this section. 

Custom Events

Custom Events are a set of events that are configured to exclusively track those activities which are not readily available on the UI. An example of a custom event can be when a user pinches the screen to zoom in or zoom out on a specific screen of your app. 

To track such custom events, a javascript call must be made from your mobile application for each event and then configured in PX. You can use one of the custom events as a trigger method for your engagement.  When you select the Custom event rule, all the custom events configured in your PX subscription are displayed. You can select the required event.

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Apart from selecting a custom event, PX also allows you to set conditions for your custom events. For instance, in the above example, if zoom in and zoom out are configured custom events, then a condition for that can be the screen on which these were performed. 

You can set an Activation rule to trigger an engagement when a user zooms in on a specific screen of your application.

You can also set an Activation rule to trigger your engagement when a user zooms in on any screen of your Android application. 

You can also create an activation rule with a combination of the above rules. In the following image, the engagement is triggered when the apk event is executed on the login screen of the Android app.

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The AND operation is applied between custom events and their conditions. You cannot change this operation. You cannot use two conditions of the same type. For example, you cannot use two screen name rule conditions or platform conditions within a single Custom event rule. This is because the AND operation is applied by default.

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Some custom events also have properties configured with them. For example, for the zoom in custom event, a property can be something like whether the zoom in was done for the first time, second time or so on for the nth time. If a property is associated with custom events, you can set the trigger method at property levels and trigger the engagement when all the activation rules are satisfied, only for a given property. You can change the logical operation between events and their properties.

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Note: Custom event properties and conditions are optional and only provide you more granular levels of activation. You can trigger your engagement even without configuring them. 

Screen Events

You can use screen event rules in the Activation section as well, apart from the Audience section. Screen events consist of Screen name or Screen class. When you select a Screen name or a screen class as the Activation method, the engagement is launched when the selected screen or class is accessed. 

When you select a screen name or screen class, you can also set conditions. The platform option can be used as a condition. For example, you can trigger an engagement when a user accesses the login screen of the Android app, as shown in the following image.

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The AND operation is applied between screen name/class and the platform rules. You must not use multiple rules with the same rule type; you cannot configure two screen name rules, screen class rules or two platform rules, within a single block of Screen event rule, since the AND operation is applied between them.

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IMPORTANT: You can also use the same combination of Screen event rules in the Audience section and Activation section. However, this is not recommended as it leads to duplication of two conditions in an engagement. 

Application Events

An application event rule block consists of three rules; App opened, App installed, and app updated. You can select any of the rules as your trigger method. For example, if you select the trigger method to be updated, the engagement is launched when the user updates your app and opens it for the first time after updating. 

You can also add conditions to the application event rules. A condition can either be a platform or the app version. For example, the following image displays a condition in which the engagement is triggered when the app is opened. The app version is 2.0 and the platform is iOS.

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IMPORTANT: You can also use the same combination of Screen event rules in the Audience section and Activation section. However, this is not recommended as it leads to duplication of two conditions in an engagement. 

The AND operation is applied between event type and its conditions. You should not use two events or two platform rules within the same rule block. 

Apart from the above two sections, the other area of difference between a mobile engagement and Web App engagement is the Schedule section. The Schedule section of a mobile engagement only has two Qualification Scopes; Only once and Intervals.   

Business Use Case

Mobile engagements can be used only in three types of Surveys. Surveys are used to collect feedback about your product. To give useful feedback about your app, users must get acquainted with your app. Based on these criteria, here is a sample use case.    

  • You can use a User rule and set the Number of visits rule to be more than 25. This ensures that only those users who have visited your app more than 25 times, see your feedback survey. 

View Mobile Engagement Analytics

You can view the mobile engagement Analytics by clicking the eye icon for the required engagement. You can also view the Analytics from Survey Analytics page by selecting the Mobile option on the Survey page.

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The Recent Engagements section of the Audience Explorer page now shows data for Mobile engagements as well.

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