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Anatomy of Engagements

This article introduces the different types of engagements, and common configurations.  

Overview

Engagements in PX allow you to launch in-app announcements, provide tooltips, send automated emails, and surveys. PX supports five types of Engagements. This article introduces each engagement type and explains the configurations which are common to each type of engagement. 

Types of Engagements   

This section introduces the engagement types provided by PX.

  • Dialog: A Dialog engagement displays as a lightbox in the middle of an application page. 

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  • Slider: A Slider engagement allows you to create a series of slides. You can then display the slider on any page of your application, and your application users can click through the engagement. A right arrow click displays the next slide and a left arrow click displays the previous slide.

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  • Guide: A guide engagement allows you to create a walkthrough on a specific feature. You can either create a single step guide explaining one or more features of your application, or a multi-step guide that navigates users through different pages of your application. A guide engagement has three components. You can include these components as required, to build your guide engagement. The components are:
    • Hotspot: A Hotspot is a colored circle which is generally used at the start of the guide to inform users about the presence of the guide. 
    • Dialog: You can either use the Dialog engagement within a guide engagement, or independently. 
    • Tooltip: A tooltip is a small information box, attached to some UI component. Tooltip describes the UI component to which it is attached.

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  • Email: You can use an Email engagement to announce new features or share other information. You can select a list of specific recipients based on conditions. 
  • Surveys: You can use Surveys to collect feedback about your product from your end-users. PX supports five types of Surveys: 
    • CES Survey
    • NPS Survey
    • Rating Survey
    • Boolean Survey
    • Multi Question Survey

Engagement Sections

PX engagements consist of five sections. These sections are common to each of the five types of engagements. The five sections are explained below:

Audience 

The Audience section allows you to select your target audience, or who can 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 India. This is because AND logic is used between the two rules.

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You can also use the AND or OR logic even within a rule, to incorporate multiple parameters. Click + Add to add multiple parameters. The following rule displays the engagement only to users whose title contains “Manager” and who have visited the application more than 10 times.

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Gainsight PX offers a set of rule types that can be used with logical operators to set your target audience. The rules provided are:

Rule Usage
Users This rule allows you to set target users who can view the engagement.
Account This rule allows you to set target Accounts (customers) that can view the engagement.
In-App Engagement This rule allows you to use another engagement as a parameter. For instance, you could add an In-App Engagement rule to target an Audience that has already seen a Welcome engagement.
Product Mapper This rule allows you to use features from the Product Mapper, as parameters.
Query Parameters This rule allows you to set queries as parameters.
Inferred Company This rule allows you to use an Account’s Inferred location as a parameter.
Inferred Location This rule allows you to use a User’s Inferred location as a parameter to create rule.
Account Location This rule allows you to use an Account’s location as a parameter to create a rule.
Location This rule allows you to use a User’s location as a parameter to create a rule.
URL This rule allows you to use a page’s URL as a parameter.
Device This rule allows you to use a specific device  (Mobile, Desktop) as a parameter.
Platform (OS) This rule allows you to use an operating system as a parameter.
Browser This rule allows you to use a browser as a parameter. 
Browser Language This rule allows you to use a language supported by a browser, as a parameter.
Referrer This rule allows you to use a referrer as a parameter.
Custom events This rule allows you to use custom events as parameters.
Global Context This rule allows you to use a Global Context filter (created in Adoption Report) as an engagement rule. To learn more about Global Context, refer to the Global Context API article. 
Segments This rule allows you to use segments as parameters. To learn more about segments, refer to the Segments article.

Templates

PX offers a library of attractive engagement templates.. This section is optional and you can skip it and create your engagement from scratch without a template. This section consists of three tabs:

  • Saved Templates: This tab displays a list of templates that you have saved.
  • Default Templates: This tab displays a list of templates, provided by Gainsight.
  • Recently Used: This tab displays a list of templates, which you have recently used. 

To use a template:

  1. Navigate to the required template and click Preview.
  2. Click Use.

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Editor

The Editor section allows you to build your engagement. You can create content for your engagement, add images, videos, use text editors, add hyperlinks, and perform other operations as required, in this section. 

Once you perform all the required configuration for your engagement, you can also save it as a template. Saved templates can be found on the Saved Templates tab of the Template section. To save an engagement as a template, click the save as template icon.  

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When you select a template from the Template section, you are redirected to the Editor section.

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You can also start creating your engagement from scratch, without using a template. Click New Device Content to create an engagement from scratch.

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You can perform the following actions in the Editor section:

  • Edit engagement Content: The Editor section provides text editors which can be used to apply text effects (bold, italic underline), hyperlink a word in your engagement, change font size and color, add images, embed videos, add buttons, and many more options. 

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  • Add Tokens: You can add tokens in your engagements. Gainsight PX automatically resolves tokens with their respective values, when the engagement is launched. You can use fields from the User or Account object to create tokens. 

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  • Edit Size, Background, and Navigation options: These options can vary based on the engagement you are using. These options allow you to modify the size of your engagement (size is not applicable to Email engagement), modify the background color of engagement, and set the navigation path for the engagement. 

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The options showcased in the above image are applicable only to a Dialog engagement. When you use a different engagement, you can see more options.  

  • Edit View Type, Position, Overlay color, and Behavior: These options are available on the third tab and allow you to set the position of your engagement on an application page, and set the appearance of the engagement. These options are not applicable for an Email engagement. 
    • The View Type allows you to select a Dialog or Bar view for your engagement. You can use the Position option to place your engagement at the required position. 
    • The Overlay option places a colored overlay on the CS page, underneath your engagement.
    • The Behavior option allows you to set a time frame after which the engagement is not displayed.   

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The above option allows you to view the engagement in the top right corner of the Gainsight CS page, with Dialog view type, in the selected Overlay color (red). The guide vanishes automatically after 5 seconds, as set in the Behavior section.

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  • Edit CSS content in Engagement: The CSS view is displayed on the fourth tab of the engagement. You can directly edit CSS content for various attributes, as required.  

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  • Preview, Save, and Delete Engagement: Once you finalize the appearance and content of your engagement, you can save your engagement and preview the engagement on any page of your application. You can also save your engagement as a template. Engagements saved as templates are displayed on the Saved Templates tab of the Template section.    

To save an engagement as a template:

  1. Click Save.
  2. Click save as Template.
  3. Enter a name for the template.
  4. Click Save.
  5. Navigate to the Saved Templates tab of the templates section to view your template.

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To preview an engagement:

  1. Copy the URL of your application page on which you want to preview the engagement.
  2. Click Click to Preview. The Preview window is displayed.
  3. Paste the application page URL.
  4. Click Launch.

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Tip: If your content is very close to the border of the engagement, you can increase the width of your engagement. 

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To learn about Engagement Scheduling and qualification scope, refer to the In-app Engagement Qualification Scope article. To learn about Email Engagement Scheduling, refer to the Email  Engagement Qualification Scope article. 

Engagement Throttle Settings

The engagement Throttling Setting controls how often a user will see a qualifying engagement in your application. To facilitate this feature, a new section called Engagements is introduced in the Settings section. The Throttling settings are present in the Settings section. 

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The Throttling settings are applicable only to in-app engagements. Throttling settings allow you to set two types of configurations:

  • Minimum Time gap Between Engagements: You can use this configuration to set a minimum time frame between any two engagements. If you set the minimum time gap to 30 minutes, users who are qualified to view multiple engagements can see each engagement within 30 minutes.

To use the throttling settings:

  1. Navigate to Settings > Engagement Settings.
  2. Turn the toggle switch for At least, to enable the configuration.
  3. Set the time parameters as required in the At least section.
  4. Click Save.

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  • Maximum Engagements in a Day/Hour/Minutes: Apart from setting the minimum time limit, you can also set a limit on the maximum number of qualifying engagements that a user can view in a particular hour, minutes, or days.

To use this configuration:

  1. Navigate to Settings > Engagement Settings.
  2. Turn the toggle switch for At most to enable the configuration.
  3. Set the parameters as required in the At most section.
  4. Click Save.

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You can also exclude an engagement from the global throttling settings. To exclude an engagement from Global throttling settings, you must select the Ignore global throttling settings checkbox for the required engagement.

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Business use case for Throttle Settings: If a user is qualified to view multiple engagements, and if all the engagements are targeted on the same page, the engagements appear one after the other, which could annoy or overwhelm the user. With this feature, you can set throttling limits, such as one engagement every 20 minutes, or a maximum of 5 engagements in a week.

If you feel that an engagement is very critical and needs to be communicated immediately (for instance, system down message), you can override throttling by selecting the Ignore global throttling settings check box.

Launch

The Launch section displays a summary of all the configurations performed by you in the above four sections. You can launch an engagement or pause a launched engagement from this section. To launch an engagement, you must ensure that all of the sections are properly configured.

If there are any errors in the above sections, an orange icon is displayed by that section. If any of the sections have an orange icon, the Launch section also has an orange icon. You cannot launch an engagement that is configured incorrectly. Once you rectify the issue in the concerned section, the orange icon for that section turns into a green checkbox and consequently the Launch section also has the green checkbox, provided other sections do not have any issues.

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Trigger the Engagement

You can trigger your engagement either on the application page and/or in the Knowledge center bot. The triggering options are:

  • Automatic: The engagement is displayed only on those application pages which you select in the Audience section.
  • Knowledge Center: The engagement is displayed only in the Knowledge center bot.

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Note: If you choose to trigger an engagement by both the options Automatic and Knowledge Center, the engagement is visible on the selected UI and also on the KC bot. 

Trigger by Badge

A Guide engagement can also be triggered by a badge icon. When you When a guide engagement is triggered by badge icon, the guide starts to play when the user clicks on the badge icon. 

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Trigger by Journey Orchestrator

A Dialog, Slider, or Guide engagement can also be triggered by Gainsight CS’s Journey Orchestrator (JO) module. This feature is applicable only to those customers who use both CS and PX apps. When you trigger an engagement by JO, you can use it in the JO module. To learn more about the configurations to be performed in JO, refer to the Trigger Engagements by JO article. 

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