Create Engagements for Mobile App

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.

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.

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.

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.

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.

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.

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.   

In-App Engagement Scheduler 

Triggering in-app guides, announcements or surveys is defined by the following elements:

• Scheduler: Date range for the engagement
  • From: A date range from when the in-app engagement is active.
  • To: Date and time until which the in-app engagement is active.
  • No End Date: To show the engagement for an indefinite period.
• Advanced: Recurring is optional in case you would like to hide/show on different hours within the range.
• Qualification Scope: How often (thresholds) for when a user will see an engagement
  • Only Once: Choosing this scope means the user will see the engagement a single time across any number of visits under the specified date range.  
  • Once per visit: Choosing this scope means the user will be qualified once per visit, mostly used for 'continues critical announcements' or testing purposes. If user is Inactive for 30 minutes, Gainsight PX automatically resets it to a New visit/session.
  • Every time: This scope triggers an engagement every time the user qualifies for the engagement audience criteria, even if it means triggering the engagement multiple times in the same session. When the schedule is active, the engagement is displayed multiple times to all the qualified users. 
    Note: This qualification scope is not applicable for users who use Gainsight PX SDK version lower than 1.8.0. For these users, the engagement is shown only once in a session even if the Everytime Qualification Scope is enabled for them.
  • Intervals: This qualification scope allows you to display the engagement multiple times with recurring intervals during a specific time period. The advantage of this scope is that you can set a time gap between two views of engagement. The Interval schedule differs for Dialog and the other engagements. 
    Note: The Gainsight PX SDK versions lower than 1.9.0 will receive the engagement once per visit. When the engagement interval is configured to show X times with Y minutes / hours between views, the engagements is shown provided the user is in a new session.

In the image below, the engagement is displayed three times with a gap of one day between each display. 

Cycle completion is achieved if any one of the following events occurs:

• If a user does not respond to the survey or does not complete the Guide during the specified time period. (4 months in the above example)
• If a user responds to the survey or completes the Guide/Slider engagement before the specified time period ends.

Once the cycle is completed, you can select one of the following options to decide what needs to happen further.

On Completion: Wait for next occurrence

In the above example, the recurring interval is set to four months. So, the engagement is displayed to users again after four months and a new cycle begins. Once the cycle is completed, the engagement is displayed for another four months. This engagement continues to display until 12 cycles are completed as the End after field is set to 12 occurrences.     

On Completion: Quit

If you set the On Completion field to quit, the engagement is never displayed if the user completes (attempts/responds) it. The recurring Interval schedule is applicable only if you set the number of occurrences in the End after field to be more than one.

Configure Recurring Interval for Slider, Guide, and Surveys

Working Method: In the following image, the engagement is displayed three times with a gap of one day between each display. Gainsight PX considers a cycle to be completed if either of the following events occurs:

• If a user does not respond to the survey or complete the Guide or Slider engagement during the specified time period.
• If a user responds to the survey or completes the Guide/Slider engagement during the specified time period.

Once the cycle is completed, the engagement looks for the value set in the On completion field. In this case, the On completion field is set to wait for next recurrence. The recurring interval(s) is set to two weeks. So the engagement is displayed to users again after two weeks, one time a day for three alternate days and a new cycle begins. Once the cycle is completed, the engagement is displayed again after two weeks. 

This engagement continues to display until 12 cycles are completed as the End after field is set to 12 occurrences.     

Notes:

• If you set the On Completion field to quit, the engagement is never displayed if the user completes (attempts/responds) it.
• The recurring Interval schedule is applicable only if you set the number of Occurrences in the End after field to be more than one.

Business Use Cases:

• Consider that you wish to receive responses for an NPS® Survey every 3 months. You can use this feature to show the Survey three times with at least one day gap between each of the three displays. You can set the recurring interval(s) to be four months. You can set the On completion field to wait for next recurrence. This ensures that your Survey is displayed in a cycle of three months. During a cycle, the survey is displayed with a gap of one day until the users respond to the survey, or the maximum number of display attempts are completed.

• Consider that you wish to display a Slider or Guide engagement until a user views it. You can use this feature to set the engagement to display the required number of times with a suitable time gap. Once a User completes the Guide or Survey, the cycle is said to be completed. You can set the On completion field to quit to ensure that the engagement is not displayed again, once a user completes it.