Skip to main content

We have developed a number of segments in Gainsight that we would like to use to ensure users are omitted from certain engagements. However, engagement logic does not allow for one to use a “DOES NOT MATCH”.

We have tried to work around this by creating inverted segments, but this then adds users to a segment that doesn’t really apply to the user. 

 

Example: A segment created of just test users. To ensure this segment does not run into all of the regular active messages, we have to create a segment call “Not a test user” and add literally every single user that is not a test user to that segment, and then add that segment to all engagements. 

Now 99% of our users have a segment tag of “Not a test user” when it would make more sense to simply tag the 1% of test users.

 

The email engagement offer this option and even lets one choose the date or days since qualification.

 

I am not sure why this logic option would not be included in other engagement logic as well.

The following idea has been merged into this idea:

All the votes have been transferred into this idea.
The following idea has been merged into this idea:

All the votes have been transferred into this idea.
The following idea has been merged into this idea:

All the votes have been transferred into this idea.

I’m surprised and disappointed this feature has not been added yet nearly 3 years after it was added, especially considering the volume of votes and cadence of similar ideas being submitted.

This is a pretty significant blocker for use cases related to migrating from a competitor’s product (as I am in the midst of doing). 

I imagine others will have this similar use case:

  1. We want to recreate the guides we had previously on the competitor’s product.
  2. We downloaded data on which users had already seen/completed the guide
  3. We want to exclude those who have already seen it from seeing it again.  

As a new customer, I guess I have to live with it. But you’re creating unnecessary friction for prospects considering a migration and near immediate dissatisfaction for customers early in their lifecycle. 

We will add this to our roadmap, and evaluate the possibility of adding this to the Audience rules.

New Idea→Discovery
Terms & ConditionsCookie settingsAccessibility statement