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KC Bot Audience by URL

Related products:PX KC Bot
  • February 21, 2023
  • 8 replies
  • 150 views
rterakedis

*Disclaimer* I”m relatively new to PX and taking over a previously configured KC Bot.

 

Our product has numerous “modules”, and our current KC Bot includes all our 100+ “guides” (engagements) in a single KC Bot.   This results from the KC Bot not supporting URL in the Audience Logic for a KC bot.   

I see a “recommendation” set that allows you to “suggest” content by URL, but this forces the user to engage deeper into the KC bot to find content that i would prefer be immediately obvious.  I intend to keep onboarding content flat, but nest articles and content related to care and feeding, or deeper learning.   As an example, I’d prefer something like this:

  • Recommended:
    • Best Practices on _______
    • (other “top hits” on our Knowledgebase)
  • Module Overview
  • Guide #1 (onboarding subject #1)
  • Guide #2 (onboarding subject #2)
  • Guide #3 (onboarding subject #3)
  • Learn More…
    • KB deep dive about Subject #1
    • KB deep dive about subject #2
    • KB deep dive about subject #3
    • Best Practices
    • Tips & Tricks
  • CARD w/ images
    • Hands-on Labs (Try it!)
    • Training & Certification
    • Submit Product Ideas

WIth this layout, the KC Bot has less content, so I don’t have to deactivate my entire KC Bot (100+ guides) when I need to modify content related to one module.   I’m also trying to clean up the analytics as we see a huge drop in step 1→ step 2 in our engagements which we think is attributed to users not having permissions.   I could avoid this by limiting the content in the KC bot to only show when the user hits the URL (e.g. they have access). 

 

Appreciate any insights you all might have as to a workaround for this product idea.

 

8 replies

mmarques
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  • mmarques
  • Helper ⭐️⭐️
  • March 22, 2023

Can your web application or web site send different global context for the different areas? 

P
  • ppadgett
  • Contributor ⭐️⭐️
  • May 25, 2023

I have a similar need where I do not want to the bot to display at all based on the url. Since the audience mapping for bots doesn't include the URL option, I’m at a loss for how to limit the display of the bot to specific pages.

I am also new to PX and still going through training, but didn’t see this covered in the bot training.

mmarques
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  • mmarques
  • Helper ⭐️⭐️
  • June 7, 2023

@ppadgett - You can already do this. 

To make the restrictions, perform the following steps:

  1. In Gainsight PX, open the KC bot, and navigate to Editor.
  2. Select the Bot tab, and expand Activation.

  3. In the Exclude Urls section, add URLs in the following format:

Restrict from specific screens */pathToScreen
Restrict from a server

http://serverName*

https://serverName*
mmarques
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  • mmarques
  • Helper ⭐️⭐️
  • June 7, 2023

@ppadgett - If you want to show only on specific pages, in the Allow section, remove Everywhere and add the patterns for the applicable screens. 

Be aware, however, that you cannot use the URL method to have different KC bots for different screens - the first KC bot that qualifies based on the audience logic will be used and shown/not-shown based on the allowed/excluded URLs.

 

Ashton
P
  • ppadgett
  • Contributor ⭐️⭐️
  • June 7, 2023

@mmarques - Thank you. So for the wildcard we use “*” and not “$-auto-resolve”? I am getting confused on when I use the * vs. $-auto-resolve.

 

P
  • ppadgett
  • Contributor ⭐️⭐️
  • June 7, 2023

@mmarques, I thought I had tried “*” for the wildcard and didn’t work, but I just tried again and it does work. “https://*.company.name/appointments” did the trick:)

Ashton
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  • Ashton
  • Contributor ⭐️⭐️⭐️⭐️
  • August 2, 2023

@ppadgett - If you want to show only on specific pages, in the Allow section, remove Everywhere and add the patterns for the applicable screens. 

Be aware, however, that you cannot use the URL method to have different KC bots for different screens - the first KC bot that qualifies based on the audience logic will be used and shown/not-shown based on the allowed/excluded URLs.

 

This is the explanation that I was looking for to describe my enhancement request here. Serving a single engagement THEN evaluating it for URL means that the VERY LIMITED audience logic tools are the only way to target the priority listed KCBs. 

My recommendations for enhancement are either:

  1. Allow URL rule checking in the audience logic before selecting the 1 single KCB to offer to the user.
  2. Allow us to offer the user all KCBs that they are eligible for and then display based on URL rule and priority.
mmarques
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  • mmarques
  • Helper ⭐️⭐️
  • August 3, 2023

@Ashton  - Have you tried the “Recommended” content feature? It’s not the same as a separate KC bot, but is a way to include additional content specific to the current URL.

However, I believe there are improvements needed before it’s ready to be customer facing. See my idea: 

 

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