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Create and Manage In-App Hub (formerly KC Bot) - Beta

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As of March 2026, Knowledge Center Bot is now called In-App Hub. Refer to the announcement for more details. This article reflects the updated name, but some images and videos may still display the previous name and will be updated soon.

This article explains how to create and configure In-App Hub in Gainsight PX.

Overview

The In-App Hub (formerly KC Bot) serves as a single destination to facilitate learning within your product and enhance user experience. It is a vital component in driving customer satisfaction and user engagement by providing a user-friendly, accessible, and dynamic platform for learning, exploration, and interaction within your product.

Example Business Use case: Consider a scenario where a user encounters a challenge while using your product. In-App Hub can be used as a versatile resource hub to provide instant access to users seeking resources and support. Whether they need step-by-step guidance, information about recent updates, access to the knowledge base, or a quick way to share feedback, the In-App Hub provides a unified platform to cater to these diverse needs.

Key Benefits

  • Centralized Resource Hub: The In-App Hub acts as a centralized repository, housing a variety of resources critical for user engagement and understanding. Users can access onboarding engagements, stay updated with product releases, access knowledge base articles, and instantly provide feedback through a unified interface.
  • Onboarding Assistance: For new users, the In-App Hub acts as a guide, offering step-by-step onboarding engagements to ensure a smooth and effective introduction to your product. It helps users navigate through initial setup, feature exploration, and understanding core functionalities.
  • Product Updates: The In-App Hub keeps users informed about the latest product updates, ensuring they are aware of new features, enhancements, and improvements. This helps users stay up-to-date with the evolving product landscape.
  • Knowledge Base Access: Users can quickly search and access relevant knowledge base articles through the In-App Hub, enabling them to troubleshoot issues, find answers to common questions, and deepen their product knowledge.
  • Feedback Mechanism: The In-App Hub allows users to share feedback instantly, enhancing the feedback loop between users and the development team. This real-time communication ensures that user concerns, suggestions, and insights are effectively captured.
  • External Web Links: Users can access external URLs curated by the In-App Hub, directing them to additional resources, tutorials, or relevant industry information, thus expanding their understanding beyond the product itself.

Prerequisites: Ensure that you have Editor access to the In-App Hub to create In-App Hubs and articles, and Manager or Production Launcher access to launch the In-App Hub. For more information on assigning user permissions, refer to the User Management article. 

The In-App Hub page in PX allows you to create and manage In-App Hubs and content in your PX subscription. Navigate to In-App Hub from the main menu. The In-App Hub page appears with the following tabs: 

  • In-App Hubs: Create, manage, and preview In-App Hubs in your subscription
  • Content Library: Create and manage content such as articles, weblinks, and JavaScript functions to be used across In-App Hubs. For more information, refer to the Manage In-App Hub Content using Content Library article.

Knowledge Center dashboard showing the Bots tab with two editable bots listed, and a preview panel on the right displaying task list and recent updates

Create In-App Hub

The In-App Hubs tab lists and previews all In-App Hubs created in your subscription. You can create and configure new hub by adding widgets, such as recommendations, task list, content groups, search, feedback, and community features.

To create a new In-App Hub: 

  1. In the In-App Hubs page, click Create. 
  2. Select New Editor.
  3. Click the Edit icon to add a name for the hub. 
  4. Configure the following sections in the hub: 
    1. Configure: Define the content and personalize the hub’s look and feel.
      • Configuration: Configure and structure the various resources that should be available to users in the In-App Hub.  
      • Design: Tailor the In-App Hub's appearance to match your brand and application. 
      • Localization: Translate hub-level text such as the main greeting, and more to cater to global audiences.
    2. Target: Define the audience for the In-App Hub by specifying how and when it is launched and accessed. 

Clone Knowledge Center Bot modal allowing users to duplicate a bot within the current product or across products, with localization option included.

Add and Structure Content

The Configure tab is the In-App Hub's personalization and design hub.You can manage and organize content from Content Library by adding widgets such as recommendations, task lists, and content groups. You can customize layouts (such as list, grid, and more) and apply rules to tailor content for specific user groups. For more information, refer to the Configure In-App Hub article.

Design the In-App Hub

The Design section of In-App Hub enables you to tailor the hub’s appearance to match your organization’s branding and seamlessly blend with your application interface. You can adjust key design elements such as the hub’s position, theme, colors, typography, and more. You can also customize icons and corner styles to ensure a consistent and visually integrated experience across your product. For more information, refer to the Design In-App Hubs article.

Localize In-App Hub Content

The Localization section of the In-App Hub lets you deliver a multilingual experience by translating hub-specific elements such as greetings, search text, category titles, and feedback messages. From here, you can export content for translation, import updated XLIFF files, and enable the languages you want the hub to support. This ensures that all end-user–facing text within the hub appears in the appropriate language for your global audience. For more information, refer to the Localize Content for In-App Hub article.

Configure Audience

You can create one or multiple In-App Hubs and add audience segmentation for each hub to facilitate a unique In-App Hub experience for each user. Audiences can be defined based on user role, device, account segment, or Global Context. 

To configure the audience for In-App Hub:

  1. In the Audience Rules, select the required rule from the following options: 
    • Users: Target users using different filters such as email, job title, and so on.
    • Accounts: Select specific accounts from your list of accounts.
    • Global Context: Select Global Context based on the data you need to collect. This must be created prior to configuring the audience. For more information, refer to the Use Global Context article.
    • Device: Include or exclude devices to filter your target audience.
  2. Select the overall Audience Logic as AND or OR. You can also select the rule logic between each filter criteria of the rules selected.
  3. (Optional) In the Environment section, choose the application environments on which the hub must be available. 
  4. (Optional) In the Activation Rules section, configure URLs of your application where the hub must be specifically displayed or not be displayed.
    • Include URLs: Specific URLs or pages only on which the hub must appear.
    • Exclude URLs: Specific URLs or pages on which the hub must not be displayed.
      • Note
        • You can use wildcards to select the pages on which you wish to include or exclude the hub.
        • The Include URL field is case-sensitive.
        • If you leave the default Everywhere in Include URLs, the hub is displayed on all of the qualifying pages.

Bot targeting setup displaying selected environments, activation rules, and multi-level audience rules for users, accounts, and devices with AND logic.

Note: If an audience is qualified to view multiple hubs within the same product, the hub with the higher priority is visible to the users. For more information on how to prioritize In-App Hubs, refer to the Prioritize an In-App Hub section. 

Launch In-App Hub

Once you have configured the content, designed the In-App Hub’s look and feel, and defined the target audience, you can launch the hub and make it accessible to your end-users for consumption. 

Prerequisite: Ensure that you have Manager access to launch the hub in non-production environments, or Production Launcher access to launch the hub in production environments.

To launch a In-App Hub: 

  1. In the Target page, confirm all targeting details. 
  2. Click Launch.

Configured Knowledge Center Bot with custom greeting, task list, and latest news widgets, ready to be launched using the highlighted 'Launch' button.

Manage In-App Hubs 

You can view, edit, and manage all In-App Hubs created in your subscription. To view the list of In-App Hubs, navigate to In-App Hub. 

The In-App Hub page provides the following options: 

  • Filter: Filter the list based on the Product, Channel, or Environment.
  • Search: Search for hubs using the name.
  • Sort: Sort hubs by fields such as Name, Status, Priority, Last Updated, Description, and Created Date. For each In-App Hub, additional details such as Environment, Created By, Modified By, and Lifetime Views are also available.
  • Analytics: View the lifetime analytics of the In-App Hub. 
  • Edit: Make changes to an existing In-App Hub. Alternatively, you can double click an In-App Hub’s name to enter edit mode
  • Clone: Duplicate an existing In-App Hub. 
  • Delete: Remove an In-App Hub permanently.

Knowledge Center bot management screen with annotations highlighting search, filter, sorting, analytics, editing, and clone/delete options for each bot.Clone In-App Hubs  

PX allows you to duplicate In-App Hubs in your subscription to facilitate reuse . 

To clone an existing In-App Hub:

  1. Navigate to In-App Hub.
  2. Click the three-vertical dots menu to choose the required hub. 
  3. Select Clone. The Clone In-App Hub window appears.
  4.  In the Clone to section, select one of the following options:
    • Current Product: To clone the hub and all its underlying configuration in the current product.
    • Across Products: To clone the hub with only design and widget structure. Content is not cloned.
      IMPORTANT: The Across Product option clones only product-agnostic settings as it is not product dependent. Other configurations such as audience and content are specific to a product, hence are not cloned. 
  5. In the Name field, enter a unique name for the hub.
  6. (Optional) In the Description field, enter a brief overview of the hub.
  7. From the Product dropdown list, select the product(s) in which the hub should be cloned. Available only if you have selected the Across Products option.
  8. Click Clone.

Clone Knowledge Center Bot modal allowing users to duplicate a bot within the current product or across products, with localization option included.

Prioritize an In-App Hub

If an audience is qualified to view multiple In-App Hubs within the same product, the hubs are displayed based on the priority assigned to each hub. The hub with the highest priority (P1) is first visible to the users, and so on.

To reassign the priority of a In-App Hub: 

  1. On the In-App Hub page, click the Priority field of the required hub. 
  2. In the Priority Configuration window, drag and rearrange the order of hubs in the list. The hub which is at the top of the list has the highest priority (P1).
  3. Click Apply.