Configure Custom Buttons
This article provides an overview and the key action types you can configure for custom buttons.
Overview
Custom buttons in engagements allow users to navigate to specific web URLs, Knowledge Center Bot, an article in the Bot, or to assign Guide navigation actions. This feature helps users take more dynamic actions that can be configured from editor or by custom javascript with a single click.
Sample Business Use Case:
Consider that a new feature is released and a detailed article explaining the feature is available on the PX. When an engagement is triggered to alert the user about the feature, you would want the users to read more about the feature from the support article. You can navigate the user to his article on the Bot by adding a Custom Button with an action type as Knowledge Center. This helps the user to get more information about the feature from within the the product.
Insert Custom Button
Admins can add custom buttons at any desired place in the engagement. This makes the buttons to be more dynamic in use and adds value when compared to the standard navigation buttons that can only be placed in the footer section.
To insert a custom button:
- From the left pane, click Engagements.
- Create a Guide Engagement. For more information on how to create an engagement, refer to the Create In-App Guide Engagement article.
- Click In-app Editor to configure actions for custom buttons.
- Click the Button Editor option in the floating Editor.
- In the Action Setting section, from the Actions Types dropdown select the desired action.For more information on different configurable Action Types refer to the Different Action Types and their Configuration section.
- From the Button Settings, format the button as desired to customize the user experience of the button.
- Click Insert Button to add the custom button to the engagement.
Delete Custom Button
To delete the inserted custom button:
- Click on the custom button you want to delete.
- In the floating Editor pane, click the Delete icon to delete the inserted custom button.
Different Action Types and their Configuration
Gainsight PX offers configuration of custom buttons from the new Guide Editor. This helps to automate more prescriptive in-app user journeys. The following actions can be configured for a custom button in an engagement:
Engagement Navigation
The Engagement Navigation action type can be configured to help the user to navigate through the engagement. Along with the navigation action, the custom button can be configured to navigate the user to the next element on the UI or redirect to another URL.
For example, the user can click on the Next button to redirect to another page and continue to the next step.
To configure engagement navigation action type:
- Insert a Custom Button.
- From the Action Type drop-down, select Engagement Navigation.
Note: The options are available based on the step index. For example, the first step will have Next and Skip options. The last step will have End and Restart options.
- Next Step: To navigate to the next step of the engagement.
- Skip Step:To skip the next step of the engagement.
- Previous Step: To navigate back to the previous step in the engagement.
- Set additional On Click actions can be for a custom button available for Next and End options:
- Look for next element: Tto navigate to the next step which can be a tooltip or a dialog step.
- Redirect to URL to navigate to the next step and redirect to another URL.
Update User Attribute
The Update User Attributes action can be configured to help you to tag a custom user attribute and update it in real time with the value. For example, you want to understand the user preferences in a better way. You have shared an engagement with multiple user roles to select from. When the user selects a role on engagement, you can tag that custom button to a custom user attribute. This helps to collect user information and preferences, update them in the PX Audience object and re-use those in engagement rules to trigger more personalized engagements.
The custom buttons with Update User Attribute Action can also be configured in such a way that the user can close the engagement once the attribute is tagged.
To configure the Knowledge Centre Action type:
- Insert a Custom Button.
- From Action Type drop-down, select Update User Attribute.
- From Select Attribute list tag a customer user attribute.
- The selected option in the engagement is set as Attribute Value. The latest updated attribute value is displayed in the Audience Explorer page.
- (Optional): Select the Close Engagement checkbox, to close the active engagement and update the customer attribute to the selected option.
Knowledge Centre Action
The Knowledge Centre Action type can be configured to help users navigate to the next step and open Bot or an article in KC Bot simultaneously. The custom buttons with Knowledge Centre Action can also be configured in such a way that the user can close the engagement when navigating to a KC Bot to read a particular article.
To configure the Knowledge Centre action type:
- Insert a Custom Button.
- From Action Type drop-down, select Knowledge Centre Action.
- Select either of the following options:
- Open Bot: To open the Bot and navigate to the next step in the engagement.
- Open Article: To open an article in the Bot and navigate to the next step in the engagement.
- (Optional): Select the Close Engagement checkbox, to close the active engagement and redirect to the KC Bot or to a particular article on KC Bot.
Redirect to URL
The Redirect to URL action type can be configured to help users to navigate to another page for more information from an active engagement. Admins can configure the custom button to help the user open the target link in the same tab so that the engagement stays active on the redirected page as well.
To configure Redirect to URL action type:
- Insert a Custom Button.
- From Action Type drop-down, select Redirect to URL.
- Select the Open link in new tab checkbox, if you want to redirect the user to the target page in a new tab with the active engagement on the same page.
