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Gainsight Inc.

Audience Selection (Engagements)

IMPORTANT - Articles Impacted due to PX November 2022 Release

Due to the PX November 2022 release, this article has been impacted. Images and playable GIFs in this article will soon be updated to reflect the latest changes.

For more information about the latest UI changes, click here.

 

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

Select Cross-Product Engagement Audience 

Gainsight PX lets you launch an engagement in a cetain product based on feature or module usage in another product. 

To select cross-product engagement Audience, configure the Product Mapper audience rule.

Example Business Use Case:

Consider that a company has two products A and B. You can launch a Guide engagement for a cohort of users in product A based on a specific feature adoption in Product B. In the image below, the Guide engagement is launched in Product A for those users who have used the Archive > Event Rule feature in Product B (Aptrinsic) for 10 times.

Cross Product Rules.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. 

Launch Engagements after programmed time intervals

It can be overwhelming when users are prompted to view and respond to engagements immediately after signing to the application. To avoid this, you can trigger engagements after a pre-set time lapse.

To configure the time interval:

  1. Configure the functions as mentioned in the Tracking Time Spent on a Page  section of the JavaScript Utilities article to track the time that the user has spent on the application. You can then trigger a Custom Event to launch the engagement. For example: By configuring the properties, you can trigger a Custom Event after the user spends three minutes on the application, as shown in the following image of the code snippet:PX_JavascriptConfiguration.jpg
  2. Configure the Engagement Audience using the Custom Event you created using the following steps:
    1. From the left pane, click Audience
    2. Click Custom Events
    3. From the dropdown options, select the Event Name and select the Operator as IS. Select the Custom Event name you created.
    4. From the Properties dropdown options, select  timeSpent. Select the Operator as GREATER THAN and enter the time after which the engagement needs to be launched. Note: You can add and configure the Properties for a Custom Event according to the requirement.Engagements_Audience.png

Additional Resources

 In-App Engagements FAQs
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