Some background:
- Our product consists of many “Modules” which can be licensed individually or in bundles by our customers.
- Many of the modules can be licensed via a self-service flow triggered from a landing page showing all the modules as tiles with either an “open” button (licensed), or a “Trial now” (unlicensed) button.
- Previously, our KC Bot guides linked directly into the modules, which if they weren’t licensed would redirect back to the tile page and cause our guides to have unusually large drop-off rates.
- Ideally, we’d like to be able to filter what sections of guides are shown in the KC Bot based on what the user is licensed to view (since we sync in their entitlements from Gainsight CS)
Our Workaround:
To work around the lack of “filtering” capabilities in the KC Bot, we’ve done the following:
- Set all the guides to Automatic and used URL filtering to look for a query parameter (?guide=module-step1)
- Created a “landing” guide (shown in the KC Bot) that redirects the user to the tile page
- If the “Open” button exists for that module on the tile page (licensed), it shows a dialog with a grid of links/descriptions to all the guides (using the query parameters). Launching a guide from the link closes that engagement and launches the new in-app guide engagement.
- If the ‘open” button doesn’t exist (unlicensed), the previous step is set to Skippable and the 3rd step instructs the user on how to get licensed.
The Idea:
- Enable a “URL Redirect” on the Skip/Snooze buttons.
Without the ability to redirect a user that snoozes/skips, if they don’t navigate away from the initial landing page for the 2nd step engagement, their URL remains with the query parameter and the guide continually launches. We’re then having to work around this by creating custom “Next” and “Close” buttons and not use the built-in navigation features.
Feel free to pile on if there’s a better way to do this that I’m not missing, but we see the same behavior regardless of whether the audience rules are query parameters or url.