Mobile Browser Support and Recommendations

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This article explains the limitations and recommendations around using PX Engagements with mobile browsers.

Overview

Gainsight PX in-app engagements help you interact with users inside your web applications. However, there are important limitations and best practices to understand when targeting users who access your product via mobile web browsers (such as Chrome or Safari on iOS/Android), as compared to desktop browsers or native mobile apps. Except for Dialog engagements (with proper configuration), PX in-app engagements do not auto-trigger or display natively in mobile web browsers.

Mobile Browser Support

The following table represents in detail the support for PX engagements on mobile browsers:

Supported Engagement Types	Not Supported Engagement Types
Dialog Engagements: Supported (with limitations). Dialog engagements can auto-trigger and display in mobile web browsers	Guides (multi-step walkthroughs) Surveys (NPS, CES, custom survey types) Sliders Banners Email or Knowledge Center Bot–linked Engagements: May show via KC Bot, but do not auto-trigger natively on mobile web browsers. Workaround: Use Knowledge Center (KC) Bot to surface certain engagement content on mobile if essential.

Known Limitations and Considerations

Following are some of the limitations and recommendations when using PX Engagements on mobile browsers.

Responsiveness: Even supported engagement types (such as Dialogs) may not always render perfectly due to device screen size, browser controls, or OS-level restrictions.
User Experience: Gainsight strongly recommends avoiding long forms, multi-question surveys, or multi-step guides on small screens, as they may not render well and can lead to a suboptimal user experience.
Element Tagging: Guided walkthrough steps that rely on tagging page elements may not work, as selectors can behave inconsistently on mobile browsers.
Event Tracking: Tracking events (such as clicks or submissions) may be less reliable on mobile browsers, especially in private or incognito mode, or when browser privacy settings are strict.

Best Practices & Recommendations

Use the following best practices and recommendations to optimize the experience when using engagements on mobile browsers.

Target by Device: When building engagements, leverage audience targeting to exclude users on mobile browsers or devices, unless you are certain the experience is responsive and tested.
Use Dialogs for Mobile Web: If you must engage mobile browser users, use single-step Dialogs only, and validate the experience across multiple devices and browsers.
Do Not Launch Surveys or Guides on Mobile: Avoid launching NPS, multi-question surveys, or guide engagements to users on mobile browsers, as they may not trigger correctly or may display inconsistently.
Keep Users Informed: If you exclude mobile users from certain engagements, consider messaging them elsewhere (such as using email, push, or support) as appropriate.