Exclude segments in engagement targeting rules

Currently, there is no way to exclude a segment from viewing an engagement. This is an important feature to get more granular with our targeting and ensure we don’t “batch & blast” some people with the wrong messages.

Example use case 1: Workaround for no ‘opt out’

• Because of another Gainsight feature gap which is: “Users cannot OPT OUT of seeing engagements”, we have a list of users who have specifically requested to never see certain messages from us. We want to respect their communication preferences, but there is no system level way to do this at the moment. So we have created a segment of email addresses of people who do not want to see messages anymore that we would like to exclude from all future engagements.

Example use case 2: Prior survey response indicates user is not a good fit for engagement

• We have a list of email addresses that have engaged with a prior engagement in a specific way (e.g. they all answered a survey in the same way). We want to export those users into a segment and EXCLUDE them from seeing the next engagement we run because it will not be relevant to them.

Example use case 3: Persona targeting

• We have a list of email addresses for users that have access to a certain area of our platform. We want to exclude those people who have this access level from seeing our engagement (or vice versa) to get more targeted responses.