Anatomy of Engagements

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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.

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.

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.

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.

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.

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:

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

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.

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

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

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.

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.

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.

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.

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.

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:

Click Save.
Click save as template.
Enter a name for the template.
Click Save.
Navigate to the Saved Templates tab of the templates section to view your template.

To preview an engagement:

Copy the URL of the Gainsight CS page on which you want to preview the engagement.
Click Click to Preview. The Preview window is displayed.
Paste the Gainsight CS page URL.
Click Launch.

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:

From the Time Zone drop-down menu, select the required time zone.
Select the date and time ranges in the From and To fields. The engagement is displayed only during the Date and time range selected.
(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.

The Qualification Scope section provides the following options:

Only Once: This Scope ensures that the engagement is displayed only once in a lifetime, during scheduled date and time, to all the Qualified users. If user does not complete the engagement (view all the steps for Guide, Slider etc), the engagement is not displayed again, with this scope. Qualified users refer to the users who satisfy the criteria set in the Audience rules of the Engagement.

In the above scenario, the qualified user can view the engagement only once in a lifetime. The engagement is displayed from 16 Oct 2019 to 30 Sep 2020, every Monday and Tuesday from 9 am to 7 pm.

Example:

The engagement is displayed on 21 Oct (Monday) for the first time ever and can be viewed from 9 am to 7 pm. If a user views the engagement during this period, it is never again displayed to the user.
If on 21 Oct 2019, a user does not navigate to the page on which the engagement is launched, then this user can view the engagement on 22 Oct 2019, from 9 am to 7 pm, by navigating to the page on which the engagement is launched.
If the user does not view it on 22 Oct 2019, the engagement is displayed again on the next Monday which is 28 Oct 2019, from 9 am to 7pm. On 30 Sep 2020, the engagement status is changed to Completed. If the user does not meet the audience criteria during the scheduled dates, they cannot see the engagement later.

Once Per visit: This scope enables to trigger engagements 'Once per session.' When the user meets/ qualifies for the Engagement Audience Criteria.

Example:

In the above scenario, the engagement is displayed on 21 Oct 2019, for the first time ever. On this day the engagement can be viewed from 9 am to 7 pm.
If a user logs in to your application the engagement is displayed. If there is an inactivity of 30 minutes or more from the user, the PX session is terminated. A new session (visit) is initiated when user activity is detected again and the user is qualified again to view the engagement.
This process is repeated for each visit on Monday and Tuesday, from 16 Oct 2019, up to 30 Sep 2020.
Every Time (Paywall): This scope enables to trigger engagements 'every time' when the user meets/ qualifies for the Engagement Audience Criteria, even if it means triggering the engagement multiple times in the same visit/day.

With this Scope, the engagement can always be viewed any number of times, by all the qualified users, when the schedule is active.

Intervals: This Qualification Scope allows you to display the engagement multiple times during a specific range of time periods. You can choose the time period to be in either in hours, days, weeks, or months.

Example:

In the above scenario, the engagement is displayed for the first time on 21 Oct 2019 from 9 am to 7 pm.
A qualified user can see it for a maximum of two times on this day. The engagement is displayed again on 28 Oct 2019 and the qualified users can view it again for a maximum of two times. This process repeats every Monday until 31 Dec 2019.
In the above scenario, if you select Show Attempts 2 every 2 weeks, the engagement is displayed on alternate Mondays and not every Monday, since you have selected two weeks.

Engagement Sampling

Engagement Samping allows you to select a random group of users from the list of qualified users. Gainsight PX provides two types of Sampling methods:

Random Sampling: In this sampling method, a random percentage of qualified users are selected. You can set the percentage of users.

In the above scenario, the engagement would be displayed to 40% of the qualified users. The 40% users are selected randomly by Gainsight PX.

User and Account Sampling: Gainsight PX automatically and randomly creates 100 user groups and 100 Account groups in the backend. Each User or Account record is assigned to one of these 100 groups. You can use the User Sample Group option to trigger the engagement to required user groups. Only those users who are assigned to the selected group can view the engagement. For instance, if you select User groups 1-10 for an engagement, only those users who belong to one of these 10 groups, can see the engagement. Similar logic applies to the Account Sample Group as well.

engage group.gif

Engagement Throttling: Select the Ignore Throttling checkbox to ignore the throttling settings. Gainsight can set throttle limits on the number of engagements that can be viewed by your users during a specific time. If you wish to set your engagement to ignore the throttle limits set, select the Ignore throttling 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 check box and consequently the Launch section also has the green check box, provided other sections do not have any issues.

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.

You can also select both the trigger methods. The engagement is launched automatically and can also be found in the Knowledge Center Bot, if both the options are selected.

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