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acheslow
Contributor ⭐️
May 13, 2020
Released

Guide engagement with dynamic / conditional elements?

Related products:PX Engagements
  • May 13, 2020
  • 16 replies
  • 388 views

I’m creating a dialog guide-style engagement to walkthrough a reporting feature. It works fine in accounts that have reporting data in them, but in new accounts without any data, many of the elements that I have steps for are not present. In that case, when the user clicks “Next”, PX looks for the next element, can’t find it, and the tour just stops. Is there a way to have PX go to the next element that it *can* find, instead of just stopping?

    16 replies

    acheslowAuthor
    Contributor ⭐️
    May 13, 2020

    So as a workaround I inserted an “Intro” step in the very beginning that is linked to one of the elements that only appears when the account has data. That way, the engagement never shows if the account doesn’t have any data. Still, it would be nice if we had control over the behavior when the next element can’t be found. Maybe options to wait for it, end the engagement, or skip to the next step that can be found.

      link_black
      link_black
      Gainsight Employee ⭐️⭐️
      May 14, 2020

      Nice workaround @acheslow! I agree that having an “auto-skip” to next “available” step would be pretty nice.  Thanks for sharing your findings with our Community!

      -- Link
        harshibanka
        harshibanka
        Gainsight Employee ⭐️⭐️
        May 19, 2020

        Hi @acheslow 

        This is a great use case for the segmented guide based on the user’s context. It would be great to have 2 set of engagements relevant and targeted to both Group/Types of Accounts- Has Data and doesn’t have data. This can be passed to PX as an account attribute.

         

        Let me know what you think.

        Harshi (pronounced like the Hershey's chocolate); PLG and Digital CS Evangelist
          acheslowAuthor
          Contributor ⭐️
          May 19, 2020

          Hi @harshibanka thanks for the idea. I think we would have to do some dev work to expose that as an attribute to PX so it wouldn’t be ideal for us. Maybe helpful to someone else though, so thanks.

            JPKelliher
            JPKelliher
            Contributor ⭐️⭐️⭐️⭐️⭐️
            June 2, 2021

            This is a pretty critical issue in our workflows. I also think this should not be marked as “resolved” as a workaround that doesn’t show the engagement is not really a resolution.

            This conditional stepping is a standard feature in several other workflow tools on the market. It is something that is necessary for complex system navigation like our web tools.

            J.P. Kelliher
              sai_ram
              sai_ram
              Expert ⭐️⭐️
              June 4, 2021

              This is a pretty critical issue in our workflows. I also think this should not be marked as “resolved” as a workaround that doesn’t show the engagement is not really a resolution.

              This conditional stepping is a standard feature in several other workflow tools on the market. It is something that is necessary for complex system navigation like our web tools.

              @JPKelliher changed this to feature request.

              shelley
              Contributor ⭐️⭐️
              September 13, 2021

              I agree this is pretty standard feature 

              Also - same but a bit different - if the next step was already taken, skip it and not present it 

              For example, If the next step is click on a radio button, but it is already selected from some reason, do not show this step, and move to next 

              Otherwise it looks a bit stupid that We have step where the user does not have to do anything 
              Thanks 

              broghanzwack
              broghanzwack
              Contributor ⭐️⭐️⭐️⭐️⭐️
              September 13, 2021

              Posting this similar request for visibility: 

               

               

              Tamarar
              Contributor ⭐️⭐️⭐️
              November 24, 2021

              We have the same problem. Some guides require that there is already data, otherwise the guide won't work. The ideal solution is to have conditional rules for guides/steps. So for example: 
              1. Start guide (click from Knowledge Bot)
              2.a If element x found, show Engagement A
              2.b If element x NOT found, show Engagement B

              In engagement B, we would then first show the user how to complete the steps to be able to view engagement A.

              broghanzwack
              broghanzwack
              Contributor ⭐️⭐️⭐️⭐️⭐️
              November 24, 2021

              Hey @Tamarar - great news: PX just launched a skippable step feature last month! You can check out the details here. 

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