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Anatomy of Engagements

This article explains the types of engagements, and common configurations which are applicable to all types of engagements.  

Overview

Engagements in Enablement Engine allow you to launch in-app announcements, messages, send automated emails, and surveys. Enablement Engine 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 Enablement Engine.

  • Dialog: A Dialog engagement displays as a lightbox in the middle of a Gainsight CS screen.

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  • Slider: A Slider engagement allows you to create a series of slides. You can then display these slides collectively on any Gainsight CS page. Gainsight users can click through the slider 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 Gainsight CS feature. You can either create a single step guide explaining one or more features of a Gainsight CS page, or a multi-step guide that navigates users through different Gainsight CS pages. 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 even within a guide engagement, apart from using it 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 Gainsight CS features or some other announcements. You can select a list of specific end-users based on conditions, who should receive the Email engagement. 
  • Surveys: You can use Surveys to collect feedback from your end-users. Enablement Engine supports five types of Surveys: 
    • CES Survey
    • NPS Survey
    • Rating Survey
    • Boolean Survey
    • Multi Question Survey

Engagement Sections

Enablement Engine 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, when the Administration page is launched. 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 those who have visited the Gainsight CS application more than 10 times.

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Enablement Engine offers a set of rule types which can be used with logical operators to set your target audience. The rules provided are:

Rule Usage
Users  
In App engagement This rule allows you to use another engagement as a parameter.
Product Mapper This rule allows you to use features from the Gainsight product mapper, as parameters.
Query Parameters This rule allows you to set queries as parameters
Inferred Location This rule allows you to use a User’s Inferred location as a parameter to create rule.
Location This rule allows you to use a User’s location as a parameter to create rule
URL This rule allows you to use a Gainsight CS 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.
Segments This rule allows you to use segments as parameters.

Templates

The Templates section of an Engagement allows you to select a template for your engagement. This section is optional and you can skip it and create your engagement without a template, from scratch. 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. 
  • Enablement Engine: This tab contains Gainsight CS Program Templates.

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 any 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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  • 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 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, and Overlay color, and Behavior: These options are available on the third tab and allow you to set the position of your engagement on a Gainsight CS 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 (light brown). 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 Gainsight CS page. 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 the Gainsight CS page on which you want to preview the engagement.
  2. Click Click to Preview. The Preview window is displayed.
  3. Paste the Gainsight CS page URL.
  4. Click Launch.

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Schedule

The Schedule section allows you to schedule your engagement as required. Apart from scheduling your engagement, you can also set the Qualification scope of your engagement. Scheduler allows you to set the time period during which the engagement must be displayed. Qualification Scope allows you to set the number of times the engagement must be displayed, when the schedule is active. The Schedule and Qualification Scope explained in this article are not applicable for an Email engagement.

To set schedule: 

  1. From the Time Zone drop-down menu, select the required time zone.
  2. Select the date and time ranges in the From and To fields. The engagement is displayed only during the Date and time range selected.   
  3. (Optional) Click the Recurring check box and set a recurring schedule.  

In the following image, the engagement is set to display from 08/28/2019 to 12/31/2019. Since Recurring schedule is activated, the engagement is displayed on each Monday from 8/28/2019 to 12/31/2019. 

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The Qualification Scope section provides the following options:

  • Only Once: This scope ensures that the engagement is displayed only once, until the end of the schedule.
  • Once Per Visit: This scope ensures that the engagement is displayed to all the users (irrespective of the Rules used in the Audience section), once, on the selected Gainsight CS page(s).
  • Every Time: This Scope ensures the engagement is always displayed on the selected Gainsight CS page(s), until the end of the schedule, to all the users (irrespective of the Rules used in Audience section).
  • Show Attempts: This scope displays the engagement a specific number of times, until the end of the schedule.

In the below image, the engagement is displayed twice every week, until the end of the schedule.

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Advanced scheduling: You can also choose to display the engagement to a sample size of qualified users. You can specify a percentile sample value. For example, if you specify 50%, and 10 users are qualified, the system randomly selects 50% of the qualified users (here 5) and displays the engagement only to those five users.

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 which is configured incorrectly. Once you rectify the issue in the concerned section, the orange icon for that section turns into a green check box and consequently the Launch section also has the green check box, provided other sections do not have any issues.

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

  • Automatic: The engagement is displayed only on those Gainsight CS pages which you select in the Audience section.
  • Knowledge Center: The engagement is displayed only in the Knowledge center bot.
  • Automatic and Knowledge center: The engagement is displayed on selected Gainsight CS pages and also in the Knowledge center bot.

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