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Gainsight Inc.

Create Engagements for Mobile App

This article explains how to create engagements for your mobile app. Gainsight recommends that you refer to the Anatomy of Engagements article and then proceed with this enhancement.

Overview

Gainsight PX allows you to create engagements in all mobile SDKs. You can create and launch engagements for your mobile application. Currently, you can only create Dialog, SliderNPS®, CES, and Rating survey engagements for Mobile applications. 

Create Mobile Engagements

When you click the Create button in the Engagement list view, you can now select the channel from the newly introduced drop-down. This drop-down menu has two options; Web App and Mobile. Once you select the Mobile option, you can see the list of available engagements.

Select Mobile .png

Configure Mobile Engagements

Mobile Engagements are configured nearly the same as Web App engagements, but mobile engagements have an additional section known as Activation. This section allows you to choose the trigger method for the engagement. 

Audience

The audience section helps you configure the set of users who qualify to view the engagement. You can create rules to match your requirements. 

For example, the below rule ensures that the engagement is displayed only to the user with the specified email ID, and who resides in the United States as the AND logic is selected. You can use the AND or OR logic within a rule, to configure multiple parameters. Click + Add to add multiple parameters.

Audience Mobile engagements.png

The Audience section has two new rules for Mobile engagements; Screen event and Platform. The screen event rule allows you to select a Screen name in your app or a Screen class of your app. The engagement is launched on the selected screen or class. Apart from selecting the screen name or class, you must also select the platform of your app (eg. iOS, Android) on which you wish to launch the engagement. The screen name/screen class and platform together form a single Screen rule.

In the following image, the engagement is launched on the Launch page screen of the app. Also, the engagement is launched only for the iOS version.

IMPORTANT: If you are using multiple screen event rules, ensure that you set the Rule logic to OR for the Screen event rule block. The overall Audience Logic can be OR or AND.

Audience2.png

The Platform rule allows you to select your app’s platform (iOS or Android) on which you wish to launch the engagement. If you do not want to launch your engagement on any specific screen or class of your app, you can use this rule to select only the platform. The engagement can be viewed on all the screens/classes of the selected platform. 

Tip: If you wish to launch the engagement on all the screens and on all the platforms, do not use the above two rules.      

Apart from these two new rules, you can use Users, Account, In-app engagement, Product Mapper, Inferred Company, Inferred Location, Account Location, Location, Custom Events, and Segments rules in a Mobile engagement. The behavior of these rules is the same as with a Web App engagement.

IMPORTANT

  • While using an In-app engagement rule in a Mobile engagement, you can select a Web App engagement as well.   

  • While using the Segment rule in mobile engagement, you can only select those Segments that were created for Mobile.  

Activation

This is a new section exclusively for mobile engagements. This section allows you to set events that trigger your mobile engagement. While Audience rules allow you to determine where exactly on your application the engagement must be displayed, the Activation rules help you configure the events. Once the configured event is triggered, the engagement is displayed on the selected screen/class.

There are three events in this section. OR operation is applied between the events you add in this section.

Custom Events

Custom Events are a set of events that are configured to exclusively track those activities which are not readily available on the UI. An example of a custom event can be when a user tries to perform an editing activity on a specific screen of your app. 

To track such custom events, a javascript call must be made from your mobile application for each event and then configured in PX. You can use one of the custom events as a trigger method for your engagement.  When you select the Custom event rule, all the custom events configured in your PX subscription are displayed. You can select the required event.

Custom Events.png

Apart from selecting a custom event, PX also allows you to set conditions for your custom events. For instance, in the above example, if edit activity is configured as a custom event, then a condition for that can be the screen on which these were performed. 

You can set an Activation rule to trigger an engagement when a user performs an edit activity on a specific screen of your application.

In the following image, the engagement is triggered when the edit activity event is executed on the reports screen of the Android app.

Custom events conditions report.png

The AND operation is applied between custom events and their conditions. You cannot change this operation. You cannot use two conditions of the same type. For example, you cannot use two screen name rule conditions or platform conditions within a single Custom event rule. This is because the AND operation is applied by default.

Some events also have properties configured with them. You can change the logical operation between events and their properties.

Custom Event and.png

Note: Event properties and conditions are optional and only provide you with more granular levels of activation. You can trigger your engagement even without configuring them. 

Screen Events

You can use Screen events rules in the Activation section as well, apart from the Audience section. Screen events consist of Screen name or Screen class. When you select a Screen name or a screen class as the Activation method, the engagement is launched when the selected screen or class is accessed. 

When you select a screen name or screen class, you can also set conditions. The platform option can be used as a condition. For example, you can trigger an engagement when a user accesses the login screen of the Android app, as shown in the following image.

Screen event.png

The AND operation is applied between screen name/class and the platform rules. You must not use multiple rules with the same rule type; you cannot configure two-screen name rules, screen class rules or two platform rules, within a single block of Screen event rule, since the AND operation is applied between them.

screen event error.png

IMPORTANT: You can also use the same combination of Screen event rules in the Audience section and Activation section. However, this is not recommended as it leads to duplication of two conditions in an engagement. 

Application Events

An application event rule block consists of three rules; App opened, App installed, and App updated. You can select any of the rules as your trigger method. For example, if you select the trigger method to be updated, the engagement is launched when the user updates your app and opens it for the first time after updating. 

You can also add conditions to the application event rules. A condition can either be a platform or the app version. For example, the following image displays a condition in which the engagement is triggered when the app is opened. The app version is 2.0 and the platform is iOS.

Application event.png

IMPORTANT: You can also use the same combination of Screen event rules in the Audience section and Activation section. However, this is not recommended as it leads to duplication of two conditions in an engagement. 

The AND operation is applied between event type and its conditions. You should not use two events or two platform rules within the same rule block. 

Apart from the above two sections, the other area of difference between a mobile engagement and Web App engagement is the Schedule section. The Schedule section of a mobile engagement only has two Qualification Scopes; Only once and Intervals.   

Templates

This section explains the process of selecting templates and creating content for your Mobile engagement:

  1. Navigate to the Templates section.
  2. Select a template from the Saved Templates/Default Templates/Recently Used options.

templates.png

Editor

You can select a template from the Templates section or create your own device content using a blank.

EDITOR.png

Preview Engagements

Preview your engagement in your mobile application to predict and prevent real-time issues and errors while launching.

To preview an engagement:

  1. Click the preview icon. The screen displays a QR Code.

QR Code Mobile.jpg

  1. Scan the QR code with an app on your mobile device or copy an URL using Click to copy link and send the link to your mobile device.
  2. From the displayed screen, click the OPEN IN APP link. Your mobile application is launched. (that has Gainsight mobile SDK).
  3. Preview the engagement in the mobile application.

Preview Engagement in Mobile.jpg

  1. Alternatively, when you click the PX icon on the home screen, and then click Engagements, a list view of engagements appears.

Engagement Preview List View.jpg

  1. Click on the required engagement to see the preview.

Business Use Case

Mobile engagements can be used only in three types of Surveys. Surveys are used to collect feedback about your product. To give useful feedback about your app, users must get acquainted with your app. Based on these criteria, here is a sample use case.    

  • You can use a User rule and set the Number of visits rule to be more than 25. This ensures that only those users who have visited your app more than 25 times, see your feedback survey. 

View Mobile Engagement Analytics

You can view the mobile engagement Analytics by clicking the eye icon for the required engagement. You can also view the Analytics by navigating to Analytics > Engagements > Survey Performance page by selecting the Mobile option from the Channels dropdown.

Analytics.png

 

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