Problem:
Today, Gainsight PX allows users to target engagements using specific URLs within Audience → Rules. However, PX does not currently validate whether an entered URL is correct or still exists in the product. Because of this, admins may unknowingly configure engagements using outdated or invalid URLs, especially in products where page structures change frequently.
As a result, engagements fail to trigger for the intended audience, which leads to missed responses and inaccurate reporting.
Use Case:
Our own product experiences constant URL changes due to ongoing UI/UX updates, new page releases, refactoring, and A/B test variations. Because there are high volumes of URLs, it is not feasible to manually track every single change.
This has led to multiple instances where PX engagements set for specific pages did not fire, because the URLs had already changed. Consequently, we have received complaints about low NPS response rates and low engagement metrics, which were later traced back to invalid or outdated URLs in the PX audience filters.
Proposed Solution
Introduce URL validation and notification capabilities within the Engagement Audience Filters. Specifically:
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Real‑time validation:
When a user enters a URL in the audience filter, PX should detect if the URL does not exist or cannot be found on any tracked sessions. -
Warning message or error state:
PX should display a clear visual warning such as:
“The URL entered appears invalid or has no associated user sessions. Please verify.” -
Optional notification or proactive alerts:
- Email or in‑app notification when URLs used in active engagements have had 0 occurrences over a defined period.
- Automated suggestion to update or review affected engagements.
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Reporting enhancement:
A view or dashboard that shows which active engagements are referencing URLs that may no longer exist.
Value to Users and Admins:
- Prevents engagements from silently failing.
- Ensures better targeting accuracy and reduces missed opportunities for user insights.
- Improves NPS response volume by ensuring surveys trigger where intended.
- Reduces admin overhead from manually validating URLs.
- Provides greater confidence and reliability when configuring PX engagements in environments with rapidly changing URLs.
Business Impact:
This enhancement will directly support teams who rely on PX for critical feedback mechanisms (e.g., NPS, CES, surveys, product onboarding), and it mitigates risks associated with URL‑dependent engagement triggers—particularly for fast‑moving products with dynamic page structures.