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Gainsight Inc.

Knowledge Center Bot

ATTENTION: Documentation Updates are in Process
We are in the process of updating the screenshots, GIFs, and content to match the latest UX based on the Horizon Experience’s new look and feel. To learn more about the Horizon Experience in Gainsight PX, click here.

Overview

Knowledge Center Bot is an on-boarding assistant that guides users in learning your product. The Bot contains links to engagements and external URLs in order to effectively onboard new users as well as educate existing users. The goal of knowledge center bot is to allow users to see the list of all engagements in one place for quick and easy reference. This improves your customer satisfaction by increasing accessibility to in-app experiences.

Prerequisite

The In-App engagements must be already created using Triggered By > Knowledge Center or Automatic & Knowledge Center, to be able to use those Engagements in a new KC Bot.

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Create Knowledge Center Bot

You can create Knowledge Center Bot by configuring the following steps:

  1. Audience
  2. Content
  3. Editor 
  4. Launch

Configure Audience

You can create one or multiple Knowledge Center Bots and add audience segmentation for each Bot to facilitate a unique Knowledge Center experience for each Audience. Bot Audience can be defined based on user role or account segment or Global Context. You can create multiple KC Bots within the same product (or clone from the existing Bot) for each Audience.

To configure the audience for KC Bot:

  1. Log into Gainsight PX with your personal credentials. Gainsight PX Dashboard is displayed.
  2. Click the Knowledge Center Bot icon on the left pane. The list view of KC Bots is displayed.
    Note: To clone an existing Bot, click the Clone icon for the corresponding Bot.

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  1. Click the Create button in the Knowledge Center page.
  2. On the pop-up window, provide the name and description of the Bot and select the product for which you need to launch the Bot. Click Create.
    Note: You can create multiple KC Bots by clicking the Create button.
  3. Configure the Audience for the Bot by setting the following rules and click Save.
  • Users: Select the users by using different filters such as email, job title and so on.
  • Accounts: Select the required account from your list of accounts.
  • Global Context: Select the Global Context based on the data you need to collect. You need to set Global Contexts prior to creating Bots. For more information on Global context, refer to the Use Global Context article.

KC Bot Audience.png

The overall Audience logic can be AND or OR. You can also select the rule logic between each filter criteria of Users, Accounts and Global Context.

IMPORTANT

If an audience is qualified to view multiple KC Bots within the same product, then the Bot with the highest priority (P1) alone is visible to the users. If you wish to change the priority of the Bots, you can click the Priority field of the Bot, rearrange the order of Bots in the list and click Apply. The Bot on top of the list has the highest priority (P1).

Organize Content 

Engagements

If engagements are created and linked to the knowledge center bot, Content page displays as below.

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A list of all engagements is displayed in the content page, regardless of the engagement status.

You can organize the view of Engagements in KC Bot in three steps:

  1. Create Category
  2. Add Engagements to Category
  3. Set the order of Categories
Create Category

You can group the in-app engagements under specific category by creating a name in the Category column.

For Example, if you have engagements related analytics, create a category with name Product Analytics and then you can group all the engagements which come under Analytics. The Categories that you created appears in the drop down and the Onboarding tab.

Create Categories.png

If you want to launch Knowledge Center Bot to a specific audience, you can give a label to engagements under Category column. For Example, New Users, Existing Users, etc.For more information about how to organize engagements, refer to the Organize Engagements best practices article.

If you own a knowledge center base of support articles and want to track the most relevant/least relevant search terms and docs, you can place a custom event script to track and run the Query Builder. A property can be the title of the article.

Add Engagements to Category

Select the Add checkbox of the required engagement to add it to the category. 

Add Engagements to the Category.png

Set the order of Categories

If you have created multiple categories and added Engagements to the categories, you can set the order simply by dragging and dropping the Categories as required. The categories of Engagements are displayed in the same order in the KC bot as you set.

Note:

To test the Guide Engagement on a specific page before launching the Bot, enter the test URL in the Guide Activation URL field. For example, if you want to trigger a Guide on http://example.com/b URL and you are on http://example.com/a URL, Gainsight PX will first navigate you to Guide Activation URL http://example.com/b and show you the Guide there.

Articles

You can use the PX Knowledge Center (KC) Bot to display content from an external knowledge base. Apart from integrating with external Knowledge bases, you can also directly add URLs for your knowledge center documents to the PX KC Bot. After adding the article URLs, you can create categories and group your articles in categories. 

If you have important documents like EBR decks or best practices that cannot be published to the knowledge base, you can add the documents to the KC Bot directly.

You can choose to either add content directly in the KC Bot or add a hyperlink of your article to the KC Bot.

Add Articles 

To add articles to the KC Bot: 

  1. Click the Knowledge Center Bot icon from the left pane.
  2. Click the Articles tab.
  3. Click Create. The Create Article window is displayed.
  4. Provide the following details:
    • Name: Enter a name for your article. This name helps you identify your article.
    • Title: Enter a title for your article. This can be the same as the Name.
    • (Optional) Body: Paste the content of your article. You can either add all the content to the body section and not include any URLs, or add some content in the Body section and redirect users to your URL for more info.
    • (Optional) Link: Add the URL of your article.
  5. Click Add.  You can see the new articles in the articles list view.
  6. Select the Add checkbox in the list view of the article. This adds the article to the Bot.

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Content added in the Body section is displayed within the Bot, and content present in the hyperlinked article is displayed in a new tab. If you wish to display the content present in the hyperlink within the Bot, use Integrations instead.

Select the Add checkbox in the list view of the article. This adds the article to the Bot.

Link Articles

You can also link articles from your Knowledge Base and add them to the KC Bot. 

To link the articles:

  1. Click the Knowledge Center Bot icon from the left pane.
  2. Click the Link tab. 
  3. On the Link Articles window, enter the key words to search the required article(s).
  4. Click the Add to List button to select the article(s).
  5. Click Done. The selected articles are added to the articles list.
  6. Select the Add checkbox in the list view of the article. This adds the article to the Bot.

Link Articles.png

Customize KC Bot using Editor

You can customize the look and feel of your KC Bot by using the options in the following tabs in Editor:

  1. Onboarding 
  2. Bot Settings
  3. Feedback
  4. Articles Search

Onboarding Tab Settings

Onboarding Tab Settings can help you format the title, position, header, content, hover and activation options for the Onboarding tab in KC Bot.

Select the Onboarding Tab checkbox to make the Onboarding Tab visible on your KC Bot.

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Modify Title, Size, and Position of Bot

Using the Onboarding Settings, you can modify the title, position, and height of a Bot.

The Title section allows you to modify the name of the Bot.

The Position section allows you to place the bot to the left or right of the screen and set the bottom offset value. As you increase the Bottom Offset value, the bot moves towards the top of your screen.

The Height section allows you to set the height of your bot. By default, the height is set to 500 px. You can modify the height as required. The maximum height limit allowed is 999 px.

The bot is UI responsive; the size of the bot changes automatically based on the size of your browser. Ensure that the Bottom Offset field in the Position section is set to 100 px.

Activation 

In this section you can configure the URLs on which you want to display the bot. You can use wild cards to select the pages on which you wish to include or exclude the bot. (just like URL rules in Engagements section).

Include URLs: Provide the URL to display the Bot.

Exclude URLs: If you wish to display the bot on all pages, but exclude only from one page of app, then add that URL in e URLs. The bot is not displayed only on the excluded URL.You can also add multiple rules in Include and Exclude sections to include or exclude multiple pages. 

If you enter Everywhere, either in Include URLs or Exclude URLs, then bot is either displayed or not displayed on any of the pages, respectively. 

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Bot Tab Settings

In the Bot Settings tab, format the Header background and Content color and background for your knowledge center bot, as required.

Customize Badges

Using the settings on this tab, you can also select the text color or background color for the Bot Badge and Close Badge. The Badge is the icon that appears in the customer’s application and provides user access to the Knowledge Center Bot. You have multiple options available from which you can select the desired Bot icon.

To add customized bot icon, select the Use Image URL checkbox and enter the image URL and click OK.

Enter text in the Speech Bubble field to help end-users understand the widget’s purpose and format the text color or background color, as required.
Speech bubble.png

Feedback Tab Settings

Enable Feedback checkbox, so that you can allow users to provide their feedback.

To configure:

  1. Select the Feedback checkbox. A new tab called Your Feedback appears on the bot.
  2. Click Your Feedback icon on the bot.

If the above configuration is done, users can select the feedback category from the Select category dropdown list, and submit their feedback from the below category list:

  • Issue
  • Feature Request
  • General Feedback
  • Other

For more information about Feedback Analytics, refer to the Gainsight PX User Feedback API article.

Articles Search Tab Settings

Gainsight PX is integrated with the knowledge base of external products, so that users can search your product documentation resources from PX KC Bot. 

Using the Articles Search Tab settings, you can configure the Articles search Tab of KC Bot. Doc Search Enabled option helps you select the required external knowledge base. 

Select the audience option for article’s visibility from the Select Accessibility dropdown list. The access permissions are different for each product.

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Search Term

The Search Term helps you find the articles relevant to the terms you enter and present the search result as an initial list of articles that is saved for the user. The user views this list of articles on the KC Bot by default. The user can also customize the Search Terms to view a different list of articles.

User have the following options:

  • Set default search terms to None.
  • Configure Search Term so that a default set of terms is always used to show the initial list of articles to display in the KC Bot.
  • Allow PX take the current URL that the user is on, break it up, and send those as the search terms.

To configure Search Term:

  1. On the Articles Search tab, select the required Knowledge Base from the Docs Search Enabled list.
  2. From the Default Search drop down list, select Search Term.
  3. Enter the required search term. The articles relevant to the search term are displayed on the KC Bot.

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Integrate your Knowledge Base with the KC Bot

Check out these resources to learn how to setup an integration:

Launch the Bot

To launch the Bot:

  1. Select the Environment(s) to which you wish to launch the Bot. 
  2. Click Save.
  3. Click Launch.

To learn about all frequently asked questions, refer to the Knowledge Center Bot FAQs article.

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