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Product Experience (PX)

Learn about surveys, in-app engagements, and compelling in-product knowledge

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  • 1,738 Replies
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rithvikvarma
started this topic

We’re looking for early feedback of PX’s new Localization Hub!

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we...
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878 Topics
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Multi-Question Survey Conditional Logic in PX: Can I end survey on step 1 for some responses?

Use Case: Prompt to join the communityEngagement: Multi-question survey (you’ll see why below, perhaps there’s a better approach?)Step 1 is a single question with two options: Take me to the community I already have a community accountConditional Logic desired based on response: Take me to the community -- end survey (and will set logic to open community in new tab) I already have a community account -- proceed to step 2 (with open text question to collect their email address) Objectives: Drive community sign ups and adoption for new users Collect associated email addresses for existing users who already have accounts We have some users (ex. our partners) who user our product via multiple emails and logins When identified, we will update our records so that their user attributes reflect that they have an account  I’m using a survey because I need to collect the email addresses when option 2 is selected, but is there a better way? 

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scampbellContributor ⭐️
asked in Product Experience (PX)
Engagement failing to launch from KC bot

Hello,  I'm encountering an issue with a Gainsight PX engagement linked to a Knowledge Center (KC) Bot. The goal is for the engagement to launch only when a user is on a specific URL, but it's not working as expected.The user has accessed the KC bot on a certain page, I want the user to be redirected to a different url when they select the checklist guide. Here's my setup: KC Bot Checklist: I have an item in an onboarding checklist within a KC Bot. Engagement: This checklist item is linked to a Guide engagement. Audience Rule: The engagement's Audience settings contain a single rule: matching url exactly Issue: When I click the checklist item while on the engagement does not appear. Since the debugger isn't appearing, I can't check the rule's status directly. This makes it difficult to pinpoint the exact cause of the failure.Has anyone experienced a similar issue? Any idea what reason the engagement would fail to launch?Thanks in advance for your help!

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djarvisContributor ⭐️
asked in Product Experience (PX)
Once per visit never launches

I have an engagement that when the qualification scope is set to Every time (paywall) the guide launches flawlessly as expected. When set to Once per visit however, the guide never launches. Any ideas on how to solve this?

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tyler.longContributor ⭐️
posted in Product Experience (PX)
Tracking UI data properties without custom APIs

Our team is currently exploring ways to track data visible within our UI using Gainsight PX, with the goal of leveraging that data as audience parameters for targeted engagements.However, due to roadmap priorities and limited engineering resources, our stakeholders are hoping to avoid the need to modify the identify call or implement custom APIs to pass this data.A common use case we’re trying to support involves users encountering various billing-related errors—for example, “denied #”, “rejected #”, etc. While we understand that unique data elements or HTML classes can be used to trigger engagements, we’re running into challenges when those sections of the code are not uniquely identifiable or the text (denied, rejected, etc) related to the number (10, 20, 30) is in a separate class, unrelated to each other. So here’s our question:Are we stuck when the UI elements lack unique identifiers in the HTML? Has anyone found creative or scalable solutions to this problem?We’d love to hear fro

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scampbellContributor ⭐️
asked in Product Experience (PX)
Creation of Onboarding Checklist

Good afternoon,I'm looking for some advice on setting up a self-serve onboarding experience for new customers using Gainsight PX. I have a detailed plan, but I'm encountering a few challenges with the new Knowledge Center Bot editor.My onboarding journey consists of four main checklist items, and I'm trying to figure out the best way to structure them in the new editor: Configuration Setup: A multi-step guide with 11 individual sets of tooltips. I need this checklist item to show a progress bar (e.g., "5/11 complete") as the user progresses through the guide. Video Guide: Core Functionality: A video walk-through. Video Guide: Mobile Experience: Another video walk-through. Final Activation Step: A final celebratory pop-up. My main confusion is how to properly link these multiple engagements to a single checklist item, especially the "Configuration Setup" guide that has so many steps. I’m not sure how to configure a single item to track progress across 11 different guides.Any advic

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Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
Gainsight PX - New Updates are Now Live!

We’re excited to share three powerful updates that streamline insights, boost account agility, and make your analytics even more actionable. Patch Release Notes Here's what’s now live:Introducing AI Insights in Path AnalyzerWe’re thrilled to announce the first AI-powered feature in PX! AI Insights transforms complex user journey data into simple, actionable takeaways, helping you move from analysis to action in seconds. No more combing through long paths or second-guessing patterns; with a single click, you’ll see exactly where users succeed and where they struggle.AI Insights helps make product decisions faster and clearer. Whether you’re optimizing onboarding, improving adoption, or reducing friction, the feature gives you instant visibility into the moments that matter most.Each AI-generated summary includes:Top user journeys: The most frequent paths and engagement patterns Drop-off analysis: Where users hesitate or abandon flows Anomalies: Unusual loops and unexpected navigation Fl

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Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
Align Stickiness Score Calculation Options Across Account Viewer V2 and Dashboard Widgets

With the release of the new Account Viewer (V2), we now have the ability to calculate and display Stickiness Scores using updated methods. Specifically, the new Account Viewer supports the following calculation types:Daily Active Users (DAU) / Monthly Active Users (MAU) Weekly Active Users (WAU) / Monthly Active Users (MAU)However, when configuring Stickiness Score widgets on dashboards, the available calculation options differ. The dashboard widget edit menu currently supports:DAU / MAU DAU / WAU Summary: There exists 3 calculation types but each of the feature areas only have access to two.MAU / MAU WAU / MAU DAU / WAUIt would be highly beneficial to have consistent calculation options across both the Account Viewer and dashboard widgets to ensure flexibility and accuracy in reporting.Request: Please consider updating both configuration options to include all three calculation types for Stickiness Score.Status: Support has confirmed with the product team that “we are also planning to

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Graham AyreContributor ⭐️
asked in Product Experience (PX)
Guide triggering other guide via query parameter: Issue Guide Re-triggering on Knowledge Center Bot Interaction

 Product: Gainsight PXIssue Summary:We are using Gainsight PX to trigger a guide (Guide B) via a query parameter (?showGuide=guideB) on a specific page. The guide is set to launch automatically on page load, with the qualification scope configured as “once per visit” and “ignore throttling” enabled.However, we’ve observed that when a user clicks the Knowledge Center Bot (KCBot) button at the bottom of the screen, it causes a page refresh, which re-triggers Guide B unintentionally. This creates a disruptive experience for users who are trying to access help content via the bot.Steps to Reproduce:Navigate to the target page with ?showGuide=guideB in the URL. Guide B launches as expected. Click the Knowledge Center Bot button. The page refreshes and Guide B re-triggers.Expected Behaviour:Guide B should not re-trigger when the KCBot is clicked, especially if it has already launched during the session.Troubleshooting Attempted:Verified that the guide is set to “automatic” and “on page load.

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Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
PX for support ticket submission

Would someone be able to describe and guide me on replicating the PX Support ticket submission process.I am talking about the contact support button within PX. And then how do i add the extra fields as per here.  

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VkakaniGainsight Employee ⭐️
posted in Product Experience (PX)
PX Crank Up Recap: Beyond the Dashboard - Storytelling with Product Analytics

In today’s product led world, analytics is no longer just about collecting numbers and tracking dashboards. True impact comes when we can translate raw data into stories that inspire teams, influence strategy, and most importantly, drive meaningful user outcomes.This was the central theme of our recent webinar, “Crank Up Technicalities: Beyond the Dashboard – Storytelling with Product Analytics”, where ​Raghuram and I unpacked how to elevate product analytics beyond reporting and transform it into a storytelling engine.Please find the recap below, and click here for Slides and Webinar recording The Three Levels of Analytics: Metrics - Insights - ActionAnalytics maturity often follows a clear path:Metrics : “What’s happening?” Dashboards and reports tell us the what. With Gainsight PX, metrics like feature usage tracking, funnel reports, and retention charts give us visibility into adoption and engagement trends. But metrics alone can be overwhelming without interpretation. Insights : “

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Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
What’s New in PX Docs – July 2025 Edition

The PX July 2025 release is now live across all data centers! This update brings powerful enhancements designed to help your teams dig deeper into product usage, uncover meaningful insights, and streamline KC Bot operations. From improved account visibility to more customizable analytics, there’s a lot to explore.If you haven’t had a chance to catch up yet, we’ve got you covered. - Release Notes | Product UpdatesHere are the updated resources and articles published as part of this release:Newly PublishedAnalytics Accounts Explorer Knowledge Center Bot Create and Manage KC Bots Design Knowledge Center Bots Configure Knowledge Center Bot Recently UpdatedAnalytics Query Builder Knowledge Center Bot Manage KC Bot Content using Content Library Integration AWS S3 and Google Cloud Storage Integration PX-CS Integration We hope these updates help you along your product journey. Have feedback or suggestions about PX documentation? Leave us a comment—we’d love to hear from you.

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Clearing a Badge Triggered NPS after a response

We’ve added a badge trigger to our NPS survey as an on-demand option for those who don’t want to respond via the random automatic triggers. To do this the badge visibility is set to Always. Once they respond, the Schedule > Qualification Scope > Intervals should prevent them from seeing it again for a few months. As a back up, I have an automation that also updates a field that’s part of the Audience criteria; which should make them ineligible to see the badge. In my testing, I’ve noticed that there can be a bit of a lag for the system to re-evaluate the user’s qualification for the engagement and hide the badge. Not a big deal, but we did have one user respond five times this evening within a short time span. My question: are there faster, more effective ways to update the audience criteria to hide the badge and prevent users from having this option? If I send a Custom Event occurrence, would that be more effective (for Audience criteria toexclude the user) than updating the Use

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DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How to set a PX Custom Event via the REST API?

It’s not in the API documentation. (Edit: It’s there)I have this slide form my implementation services and onboarding, but replicating that exact API call is returning a validation error. Take a look at the PX Rest API example; that’s what I’m trying to do I have a support ticket open, but I’m wondering if anyone knows the issue. 

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DannyPancratz
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monica.tudoraContributor ⭐️
asked in Product Experience (PX)
Gainsight IOS capture crashes

Is there any way to get the crashes report for the IOS sdk?

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Choosing the Right KC Bot Layout - Design With Intent, Not Default
Choosing the Right KC Bot Layout - Design With Intent, Not DefaultBlog

 So you’ve got your content , maybe it’s onboarding checklists, feature guides, or help articles — and you’re ready to surface it through the new KC Bot.But then you hit the decision point:Should I use a Task List or a Content Group?Should the layout be List, Grid, Card, or Thumbnail?These aren’t cosmetic choices.They directly impact how your users discover, engage, and act on the content you’ve worked so hard to build.Here’s how to decide - based on your user’s goals, not just what “looks nice.” Step 1: Start with User Intent Ask:🧭 What is the user trying to do at this moment in their journey?Examples:Just signed up → They need a path   Visiting a new feature → They need clarity   Struggling with an error → They need resolution   Curious to go deeper → They need learning resources  That intent is your anchor. Now let’s match it to structure. Step 2: Choose the Right Widget for the Job  Task ListUse when you want to guide action , like a mini playbook.Great for onboarding steps, setup

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ktakContributor ⭐️⭐️
asked in Product Experience (PX)
New KC Bot

We have been trying to implement new kc bot, but we require users to be taught how to use it effectively. For that purpose, we created a guide for a sort of walkthrough for new kc bot and to our surprise we cannot choose kc bot as elements for new guide to be active. How can we train users if we cannot even choose elements from px. 

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R
rithvikvarma
posted in Product Experience (PX)
We’re looking for early feedback of PX’s new Localization Hub!

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we’d love your feedback to shape it from early on.Check out the 👉 demo prototype 👈! The new Localization PageCheck out the 👉 demo prototype 👈! (It’s an early iteration and is rough around the edges, so expect a few bumps along the way. Clicking on the language chips opens the new localization editor.)The new Localization Page will include:Feature Description Central Page View every PX content item (bots, articles, engagements, etc.) and every language version in one place. Bulk Operations Bulk-download source files with powerful filters (by language, status, content type). Auto Statuses See real-time status badges (Not Started, In Progress, Completed and Verified) automatically calculated for each language. New File Type More user friendly file type in CSV to download source files. External Permissions Ability to give access to L

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Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Hiding and showing custom px button

I have a date selection field that users can submit a start date that we will store and then use for messaging. BUT I would like to hide the Submit & Next custom button UNTIL a date is selected.I have not yet managed to get it to work. 

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Alistair FIeld
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there any widget for just showing a table on a dashboard?

It seems like not, but I thought I’d ask. Use case: Top X accounts using {feature}

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Clarifying Audience Eligibility for Recurring Intervals of NPS Engagement when using both Badge and Automatic Triggers

Use CaseQuarterly NPS polling. One continuous NPS engagement, not separate for each quarter.  Helpful for dashboard widget metrics, consolidated reporting etc.  Helpful for automated audience eligibility, recurrence etc.  Triggered Automatically via Audience Criteria Via Badge in the UI Current StateAutomatic trigger only. (#1) It shows up to 4 times in a quarter until they complete the survey. Then snoozes for 3 months.  ExploringAdding a second trigger on a Badge (#2) ObjectivesIncrease response rate by providing an on-demand option to trigger the NPS survey, rather than hoping the automatic prompts hit them at a good time to provide feedback (low response rate is showing that they are not). Avoid multiple responses form the same user within the quarter. HypothesisAdding the Badge as a second trigger meets our objectivesIt will be always present if they’re eligible to complete the survey for this occurrence (this quarter).  Setting the Badge qualification scope to Always will prov

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there any way to exclude certain URLs from ALL engagements?

We’re seeing engagements pop up on our login page. It seems to be stemming from when a user has been identified earlier in the day and then initiates a new session. Is there a way to set a global rule for engagements to not show up on a specific URL? Having to remember to do this for each engagement introduces the risk of human error and adds a step to each engagement we create. Update: I added this as an enhancement idea. Vote for it if this feature would be valuable to your PX implementation.  

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DannyPancratz
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How is IN and NOT IN conditional branching logic supposed to work with Multi-Question Surveys?

Particularly when you want to run the logic on a multi-select question. Here’s what I want: I have a multi-select question with 5 options.  IF option B (Missing Features) is selected as part of the answer, I want to route to step 2. All else I want to route to step 3. Here’s what I tried: But when I test it out, it doesn’t work unless option B (missing features) is the ONLY answer selected. Option B is the only selection = logic works Option B is one of 2+ selection = logic does not workTo me, that seems more like an IS condition, not an IN condition. I tried configuring similar logic for NOT IN and the same issue happened. Am I doing something wrong or is this a bug? 

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Can one engagement use multiple badges to trigger it?

The guide would use the same copy every time, but I have 3 features that could use a badge next to it. Can you add multiple badges to one engagement? (seems like not; I don’t see any way to add another badge via the +New button, nor by copying the badge in the step settings)Update: I added this as an enhancement idea. 

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
How to get Product Mapper UI Element Feature Being Used Right Now to work for Engagement Audience Logic?

Is it even possible to leverage the Product Mapper {Feature} Is Being Used Right Now for features that are mapped as UI element rules? Since these features are tracked on clicks, when/how would the “right now” be defined? From my testing, it does not seem to be working when the mapped UI element is just present on the screen. I suspect Being Used Right Now works only for URL based features. 

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there a widget for showing Survey Performance in a dashboard for Multi-Question Surveys?

It seems like no. If it’s not one of the rating based surveys (NPS, CES, etc), there seems like no way to do it.  

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