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Gainsight Inc.

In-App Engagements FAQs

Can I trigger an engagement when a certain feature is used OR not used?

Yes. Navigate to Create Engagement > Audience > Choose Product Mapper from a list of Trigger Rules available on the right > Choose Feature from the dropdown available > Set your criteria.

Can I stylize the engagements according to our branding?

Yes. Using WYSIWYG editor or CSS Code editor.

Can I preview the engagement before triggering?

Yes. By using Edit Guide In-App OR by clicking on the Preview button.

How do I test engagements?

You can do it in either of the following ways:

  • If you have PX Tag installed on your non-production environment, you can create and test engagements on the Non-Prod environment (OR)
  • Use Preview by navigating to Engagements > Editor > Edit in-app > Click on Preview (this will launch the engagement on your web app only as a Preview to you) (OR)
  • Create a Segment. Add Internal users who will be testing the engagement. Navigate to Create Engagement > Audience > Choose ‘Segment’ from the list of Trigger Rules available on the right > Choose your Test User Segment > Trigger the engagement with other criteria in place only to Test Users; (OR)
  • Navigate to Create Engagement > Audience > Choose ‘User’ from the list of Trigger Rules available on the right > Choose email attribute from the dropdown available > Set your email id > Trigger the engagement only to yourself.

Once I set up with Audience Rules for my engagements, what’s the importance of Qualification Scope?

Audience defines “Who” to target, Editor “What" to target, and Qualification Scope “When” to target. For example:

  • Every time a user logs in to your Web app.
  • Every time user triggers the engagement criteria.
  • Using a certain feature or only once in the user’s lifetime.

Do you have any documentation explaining how to apply Audience Rules? I think Users, URL, Product Mapper, and Segments are the popular ones.

The answer depends on the use case. See the following examples:

Users: You can use this rule in Audience when you want to target a specific set of users based on their user attributes. For example, User ID, Email ID, Role, etc.

URL: This rule should be used when one wants to trigger engagements on certain pages/ URL’s. “How many times” can be defined under Qualification Scope like every time, only once, and once per visit.

Product Mapper: This rule should be used when one wants to trigger engagements upon certain feature usage by end-users. For example, Trigger Engagement XX when feature AB is used/ not used.

Segments: This rule should be used mostly for targeting a specific cohort/ user group. For example, One has created a Segment for “Internal Users” or for “Test Users” or customers who were given training on a certain date. You can then target engagements to this group of users only.

In Qualification Scope, what would “Show 3 times every 2 months mean”?

If the Audience Criteria is met, Show/Attempt Once every 2 months for up to 3 times 'if' engagement is 'not completed' and then stop/die. Will not show a 2nd or third time 'if completed' on 1st or 2nd time.

If there are multiple engagements triggered for a user, where do surveys fall in prioritization?

  1. Slider
  2. Guide
  3. DIALOG
  4. SURVEY_NPS®
  5. CES_SURVEY
  6. RATING_SURVEY
  7. BOOLEAN_SURVEY
  8. MULTIPLE_QUESTION_SURVEY.

How soon can I view an engagement after it's launched?

All engagements are available 30 seconds after they are launched. You can view the engagement if you are included in the audience of the engagement and when you are qualified to view it.

When pausing a Guide engagement, the badge stays out there for a while, although clicking it does nothing. When will the badge disappear after the pause?

When you are pausing an engagement, the badge will be removed from the browser after 5 and a half minutes typically. This is because of a sync mechanism from the client every 5 minutes.

In a Guide engagement, which of the following is considered a view: seeing a hotspot or clicking a hotspot? 

Seeing a hotspot is considered a view. However for a Badge, that is triggered by a click and if the audience is everyone, a view is counted only when the user clicks on it.

Does the 'Skip Tour' button perform the same action as that of 'X' button? Does the user view the engagement after he clicks either of the buttons?

Yes, the 'Skip Tour' button performs the same action as that of 'X' button. The user will see the engagement again if the qualification scope is configured for multiple views.

How do I know when I need to include a URL in my Audience criteria (Single Page Application)?

  • You need to include a URL in the Audience criteria if the engagements need to be triggered when a user lands on the page.

  • Gainsight recommends using URLs for scoping the application areas. For a Single Page Application, the URL changes for different sections of the application. 
    Note: Use the wildcard (*) patterns for inclusion.

  • Use URLs for the exclusion of certain pages (for example, login and log out pages). As a safety mechanism, PX SDK prevents matching guides to appear in the wrong location for cases when the user just logged out.

What is the difference between using URL versus Product Mapper while creating triggers in Audience segmentation?

Users/ accounts: You can use this rule (User/ Account attribute) in Audience when you want to target a specific set of users based on their user attributes. For example, User ID, Email ID, Role, and so on.

URL: This rule needs to be used when you want to trigger engagements on certain pages/ URL’s. “How many times” can be defined under the Qualification Scope such as every time, only once, and once per visit. (inclusions/ exclusions).

Product Mapper

  • Behavioral/ contextual targeted - This rule needs to be used with certain mapped features, based on past usage, lack of usage, or current usage. For example, create a rule to trigger an engagement when a certain feature is used/ not used.

  • Multiple features on the same page - Use this rule when you do not want the guide to appear when the user lands on the page but displays if a certain feature is clicked.

Segments: Use this rule for targeting a specific cohort/ user group. For example, you can create a Segment for “Internal Users” or for “Test Users” or for "Customers who were given training on a certain date".

Using Segment builder versus building Audience - when to use each to trigger a Guide?

Segment capability allows you to create different audience/user groups based on common user/account attributes/parameters/ behavior. This feature is best used for defining data constant values. 

Note: Segment is not a way to filter historical usage data, you need to use audience filters to perform the same. Segment is a reusable target list.

Use Segments for the following:

  • To test/ QA/ internal user groups
  • To achieve exclusion of groups/ rules/ URLs
  • To reuse the Audience criteria in a series/multiple in-app engagements, NPS, CES, Multi Question Surveys, and also in Funnel Analysis.
  • Where you want to refer to a list of elements such as account names/IDs, URLs, etc.
  • For Cohort/ Segment. You can create a segment for a subset of your customers based on their lifecycle stage. Example: Free Trial Users, Skip Product Releases, or when a set of customers were given training or attended webinars.

I can’t get my guide to show up in a certain scenario. How do I troubleshoot?

Basic Troubleshooting Steps:

  • Ensure that you using the right product. If you have multiple products, check if you have selected the right one.

  • Check the Schedule from the Date and Time Zone to ensure they are correct.

  • Ensure that the URL you are using matches the URL that the Audience Explorer > User Profile recognizes. Also, check other attributes/Test Segments/Identify.

  • Check the Audience criteria.

  • Check the number of views in In-App Performance/Analytics.

Advanced Troubleshooting Steps:

  • Verify if the Qualification Scope is Once per visit, and not Everytime.

  • Throttling  - Check if throttling is blocking the Qualification Scope.

  • Use Incognito or delete the Session ID - apt.sid and refresh the page to see if the engagement is launched. Perform the following steps:

    • Open DevTools in Chrome (Inspect) by pressing Control+Shift+J or Command+Option+J (Mac). 

    • Select the Applications tab and look for Cookies.

    • Search for apt.sid.

    • Delete the session from the X to the right of the search box.

    • Refresh your page to see if the engagement launches.

  • Ensure CSS Selection is correct and PX is able to locate it.

    • Check the Admin Console for suggested errors around CSS/ Browser.

If the above steps do not work, send an email to pxsupport@gainsight.com.

How can I use the product mapper logic effectively to set the Audience criteria?

  • Whenever you want either one of the features to trigger the guide when they are in use,  create a rule with OR logic and list out all features las shown in the image below:

Mapper1.png

  • Create a rule to if you need to add all the features instead of using OR logic as shown in the image below:

Mapper 2.png

Notes:

  • Both the rules defined perform the same function, just in different ways. 
  • Audience Rules (a/b/c from the first image) AND (d/e from the second image).
  • Consider adding a module instead of adding all the features one by one, this means that if any of the mapped features within that module will trigger the guide based on the audience criteria.

What happens when there are multiple engagements that a user is qualified for?

Gainsight PX does not show more than one engagement to the user at a time to retain user experience. Engagements are shown to the users based on the following priority order: 

  • Slider
  • Guide
  • Dialog
  • NPS® Survey
  • CES Survey
  • Rating Survey
  • Boolean survey
  • Multi question Survey

Can I see multiple hotspots on the same page while each hotspot representing a different engagement with a different flow (hotspots and tooltips)?

No. Gainsight PX does not shows multiple engagements at the same time (i.e. same page) to retain user experience. You can see only one hotspot at a time. Once you finish the first guide or navigate away from the page, only then you can see the next hotspot.

Can I setup two engagements on the same page? For example: Explain a Feature when a user lands on a page, and then once the user finishes the task (and on the same page), display a survey engagement to the user asking for a “Rating”

Yes. You can achieve this use case by creating two engagements:

  • The first engagement will be the explainer that explains the feature (via hotspot, dialog, tooltips). You can use animated GIFs or videos to drive the explainer.
  • The second survey engagement can be set up to launch when the user completes the task. (i.e. set the audience to trigger when user clicks on the Save button or when they land on the ‘task completed’ landing page).

How clicks are measured in In-app engagements (Ex: Dialog)? What constitutes a click?

Only Clicks on links inside an engagement constitutes as a click and not buttons.

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.