Configure In-App Hub (formerly KC Bot)

Overview

The In-App Hub is a tool designed to help you deliver content to end-users. These content could be in the form of in-app engagements, articles hosted on PX, external knowledge base articles, and so on. The Configuration section of the In-App Hub allows you to configure the various resources that should be available in the In-App Hub.

You can further customize and fine-tune the In-App Hub's settings to align with your organization’s needs. From defining activation rules to managing integrations and user access, this section ensures the hub functions seamlessly and delivers a tailored experience to your users.

Business Use Cases

• Consider a scenario where you want to create an onboarding checklist for new users who sign up to your application. You can leverage the In-App Hub to create a curated list of tasks that new users should complete within the first week of joining. These tasks can include a collection of guide engagements to set up the application, links to security documents,  and more.
• Consider a scenario where a user encounters a challenge in performing a task in your application, and seeks assistance. They would typically navigate away from the application, and look for help in your documentation or help center. However, with the In-App Hub, you can bring the required help right into the application. By integrating your knowledge base with In-App Hub, users can search and access information right in the application, without the need to navigate away. 
• User feedback is of utmost importance, and the In-App Hub streamlines the collection process. With the help of the Feedback widget, you can set up mechanisms to collect user feedback at the product level, to understand user pain points and valuable suggestions.

Widgets in In-App Hub

You can add content to a In-App Hub using the various widgets available. Widgets allow you to structure and organize hub content into functional sections, making configuration more manageable and scalable. You can group content using widgets such as Task Lists, Content Groups, and Recommendations to deliver information in a clear and purposeful way. Widgets can be easily added, rearranged, and previewed in real time, helping you control the layout and prioritize content based on user needs. 

Set up the following widgets to get started with In-App Hub:

• Search
• Task List
• Content Group
• Recommendations
• Feedback
• Community

Note 

• Widgets can be dragged and rearranged, as required.
• Click the three-horizontal docs icon of a widget to temporarily hide or permanently remove it from the hub.
• In the Content Library slide-out panel, you can perform the following: 
  • Search or filter specific types of content. 
  • Select content in any order and later reorder them as required.

Set Up In-App Hub Header

The Header section allows you to customize the title and welcome message displayed at the top of the In-App Hub. You can personalize the message using dynamic user or account attributes, such as first name, and set a tone that aligns with your brand. This section helps create a friendly, branded entry point that sets the context for users as they begin interacting with the hub.

Define the following fields of the header:

• Greeting: The main welcome message displayed at the top of the hub. This sets the tone for the interaction and can be personalized using user attributes (for instance, first name). A maximum length of 80 characters is allowed.
  • User Attributes: Dynamic variables that insert personalized information into the hub, such as a user’s name, company, or role. Attributes are added using the format { {Attribute|FallbackValue} }, where the fallback value is shown if the attribute is empty or unavailable. You can use up to two attributes in the Greeting field.
    

• Subtext: A short supporting message that appears below the greeting. Use this to provide context, instructions, or a brief description of what users can do in the hub. A maximum length of 55 characters is allowed.

Customize the Search Experience

The Search widget enables users to search and access content from various sources directly within the In-App Hub. You can integrate external knowledge bases and platforms such as Gainsight Customer Communities (CC), allowing users to search, view, and upvote community content alongside articles and documentation. The widget also offers customization options for result appearance and behavior, helping you tailor the experience to your users' needs.

The following sections are available: 

• Knowledge Base
• Community Search
• Search Results Tab
• Search Text

Create Task Lists in In-App Hub

The Task List Widget helps guide users through structured workflows by presenting a checklist of actions directly within the In-App Hub. You can create multiple task lists per hub and target each to specific audiences using rules based on user or account attributes, global context, or page URLs. This allows you to create curated experiences using audience rules, for instance user role or geography, eliminating the need for multiple hubs. 

The Task List widget is ideal for onboarding, feature adoption, and guiding users through key product flows.

To configure a task list in the hub: 

1. Click the Task List widget. 
2. In the Title field, enter a heading for the set of tasks. A maximum length of 50 characters is allowed.
3. In the Subtitle field, enter a description or additional information for the list of tasks. A maximum length of 100 characters is allowed.
4. Click Add Step to add content from the library. 
5. In the Content Library slide-out panel, select the required content that applies to the list of tasks.
6. Turn on the Enable Sequential Task Completion toggle to enforce the order of the task list, so users must complete tasks step by step. This setting activates one task at a time, based on the completion of the previous task, and keeps the remaining steps unavailable until the previous one is completed.
7. Click Audience Rules to target this group to a specific set of audience using user or account attributes, or global context, else leave it to the default All Users. 
8. Click Save.

Note 

• You can add multiple task lists in a single hub, each catering to a different audience. Only one task list is visible at a time and are evaluated in order, from first to last. A user views only the highest-priority task list they qualify for and haven't completed. 
• If no task list applies or all qualified tasks are completed, nothing is displayed. This ensures that each user views the most relevant tasks, while guiding them through the right workflows.
• For content added to the task list, you can edit Display Name, Description, and thumbnail images directly from the hub editor. These updates are synced automatically with the content library. 
• You can add only engagements and articles in the Task List widget. 

Organize Content Using Content Groups

The Content Group widget allows you to organize related resources into structured groups, making content easier to browse and more relevant to the user’s context. You can add up to five content groups in a single hub, each containing categorized items such as onboarding guides, troubleshooting articles, or feature documentation. This widget helps streamline the content experience, reduce clutter, and surface the most useful information in a format that aligns with user intent.

To add a content group: 

1. Click Add Widget and select Content Group. 
2. Select the widget.
3. In Layout, choose how content must appear. For more information, refer to the Working with Layouts section.
4. Click Proceed.
5. In the Content section, enter a Title (maximum 50 characters) and Subtitle (maximum 100 characters) to describe the content.
6. Click Add Category to first create folders, or Add Content to directly add individual content items, depending on the layout selected.
7. In the Content Library slide-out panel, select the required content that apply to the list of tasks. 
8. Click Save. 

Deliver Contextual Content with Recommendations

The Recommendations widget allows you to display content that adapts to specific user attributes through audience-based rules. You can create up to 25 groups, each configured with its own targeting logic, such as user roles, page URL, and more. Within each group, you can add and organize content from the Content Library and use categories to further group related resources. 

Recommendation groups are evaluated in the order they are added, and only the first group that matches the targeting rules is delivered to the user. As a result, only one group is displayed at a time within the hub. With support for multiple layouts (list, grid, card, tile and thumbnail) and real-time previews, the widget helps you deliver content in a structured and user-relevant way.

Tip: For more predictable and efficient targeting, use a consistent approach, either URL-based rules or user/account-based rules. Using both can create conflicts in the content delivery logic, which may lead to inconsistent experiences for end users.

To add a Recommendation widget: 

1. Click Add Widget and select Feedback. 
2. Select the widget.
3. Click Add Group. You can add up to 25 groups. 
4. In Layout, choose how content must appear. For more information, refer to the Working with Layouts section.
5. Click Proceed.
6. In the Content section, enter a Title (maximum 50 characters) and Subtitle (maximum 100 characters) to describe the content.
7. Click Add Category to first create folders, or Add Content to directly add individual content items, depending on the layout selected.
8. In the Content Library slide-out panel, select the required content that apply to the list of tasks. 
9. Click Audience Rules to target this group to a specific set of audience using  user or account attributes, or global context, else leave it to the default All Users. 
10. Click Save.

Enable In-App Feedback Collection

The Feedback Widget allows you to collect input directly from users within the In-App Hub. Users can share suggestions, report issues, or provide general feedback right from their application.

Prerequisites: Ensure you have configured Feedback categories to use in hubs. For more information, refer to the Configure Feedback Categories article.  

To collect feedback: 

1. Click Add Widget and select Feedback. 
2. Select the widget. 
3. In the Feedback Type section, select whether the feedback mechanism must be displayed as a card or as part of the hub’s footer, along with the corresponding fields.

4. In the Feedback Categories section, select the categories that you want to provide in the hub. You can rearrange the order in which the categories are displayed.
   Note: The categories available for selection are created in the Administration section. For more information, refer to the Configure Feedback Categories article.
   

5. In the Feedback Page section, configure the placeholders that aid users on how to provide feedback.
   

6. In the Acknowledgement Page section, configure the placeholders that appear once a user has provided feedback.
   

7. Click Save.

Display Community Posts in In-App Hub

The Community widget allows you to display community posts directly within the In-App Hub. This helps users discover relevant discussions, updates, and resources without relying only on search. You can configure how community content is displayed, including the number of posts shown and the categories used to filter the content.

Prerequisite: To display CC content within the widget, ensure that a connection is established between Customer Communities and Gainsight PX. For more information, refer to the Gainsight PX Customer Communities Integration article.

To add a Community widget:

1. Click Add Widget and select Community.
2. Select the widget.
3. In the Card Type section, configure the following:
   1. Title: Enter a name for the widget (for example, Community Posts). This is displayed as the section heading.
   2. (Optional) Subtitle: Enter supporting text to provide additional context.
   3. Number of Latest Posts: Select the number of posts to display in the widget.
      
      
       
4. In the Community Categories & Product Areas section:
   1. Select the Categories to filter the community content.
   2. Select the Product Areas to further refine the content shown to users.
      
      
       
5. Click Save.

Embed External Content with the Custom Embed Widget

The Custom Embed widget allows you to embed third-party applications or custom experiences directly within In-App Hub using HTML, CSS, and JavaScript. This helps you extend the capabilities of In-App Hub beyond native content by integrating external tools and workflows into a single experience. You can also use dynamic variables (tokens) to personalize embedded content based on user or account attributes.

To add a Custom Embed widget:

1. Click the Custom Embed widget.
2. In the Search Text field, enter the placeholder text displayed in the search bar for this widget (for example, Ask me anything).
3. In the Head section, add scripts, styles, or metadata required to load the embedded content.
4. In the Body section, add the HTML code for the content you want to embed.
   
   
    
5. (Optional) Click the token icon to insert dynamic variables. Tokens allow you to include dynamic user, account, or Global Context data in the embedded content. For example, you can pass user-specific data or the current page URL to the embedded application. To pass the current page URL to the embedded application or iFrame, use the {{product.pageUrl}} token, which sends the URL in an encoded format to the embedded component. 
   
   Note: For Global Context tokens, use the {{GlobalContext.somePropertyName}} format.
    
6. Click Save.
7. Click the Unhide icon on the Custom Embed widget to add and view the changes on the bot preview. 
   
   

Working with In-App Hub Layouts

Layouts define how content is visually presented within the In-App Hub. You can choose from multiple layout options such as list, grid, card, or thumbnail, to match the type and volume of content being shared. Selecting the right layout helps improve readability and ensures that information is organized in a way that supports quick access and action.

In-App Hub offers the following layouts for Content Group and Recommendations widgets: 

Tip: For best practices on which layout or widget to use for a use case, refer to this Community post.