Product Experience (PX)

If you don’t have processes in place to confirm (here’s mine), check whether your PX integration with Salesforce is properly matching contacts. We’re 10+ days into 40-50% of new users not matching despite no change to the integration setup in PX and no changes (that I”m aware of) on the Salesforce side. I’ve reported this to support and they are investigating, but I’m curious as to whether it’s impacting others as well. If not, I want to do more digging internally to confirm we didn’t cause this with a change on our side. 

I started searching in the KC Bot for some API help while working in PX.For numerous search queries the results all redirect to the SAME article that happens to be the first in the list.  Just letting you know as I hope it is only me 😬    

I make bulk changes to account attributes using the S3 Account Import at least weekly, sometimes more than once per week. Every single time, I see the following behavior:S3 Account Import status.txt shows n updated records/successes, no errors nothing in the PX UI reflects any of the changes (not Account Explorer, Query Builder, etc.) I can GET from the REST API and confirm that all of the changes were applied to the data after 15-20 minutes, the table in Account Explorer still does NOT reflect any changes, but if I drill down to the user level, the individual user profile tabs (user or account attributes) begin to reflect the data modified using the S3 Account Import. This is gradual over 15 - 30 minutes. Account Explorer never reflects the data modified using the S3 Account Import any sooner than an hour later, and very typically it’s about 2 hours before we see data modifications in the Account Explorer tableSo my question is, what is the expected wait time for S3 Account Import cha

Good Evening All,I am trying to determine pageviews by community module.With PX I can use a custom event and add the module info from teh inSidedData object.. I have discovered that in ONLY works for category pages.The actual content page does not define a module. Anyone have any ideas?? 

We’re excited to invite all of our Gainsight PX customers to join us for our recurring Gainsight PX Office Hours sessions! These sessions are a great opportunity to:💡 Get your product questions answered live by our PX experts🤝 Connect with other PX users and share best practices🚀 Learn tips and tricks to get even more value out of Gainsight PX 📅 When: Every Tuesday and Thursday at 12 PM ET🔗 Join us here: PX Office Hours Zoom Link Whether you’re new to PX or a seasoned pro, these sessions are a great place to ask questions, explore real-world use cases, and learn directly from the experts - and from your peers! Bring your questions, your use cases, and your curiosity - and let’s learn together!

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build

Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within your product that you want to track. These could include onboarding

Hello Gainsters I want to track and interact with anonymous users in our community.Reading the documentation i notice the webapp vs website javascript treat anonymous differently, or so i understand.https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Users_on_Your_Corporate_Site_Using_PX Can someone confirm I should be using the -1 website script (we currently use the -2 webapp script) and this will let me view anonymous users in the audience over view. Thanks in advance for the clarification. I will add that I can see the product feature usage of anonymous users as per documentation. https://support.gainsight.com/PX/Install_PX/Install_PX_Web/Track_Anonymous_Visitors_of_your_Application_using_Gainsight_PX

By default, a user can quickly close a displayed PX Dialog Engagement by using the small “X” close icon in the top right corner (or by clicking the “Esc” keyboard key).  Sometimes the small “X” can be hard to see, so the Engagement author/editor can also change the small “X” close icon to use a different image and even move the location too, so see this previous PX Community Post for more details. A simpler option that does not require CSS editing is to add any custom button in the Engagement, which will accomplish the same thing as the default “X” close icon.    If you add a custom button, the default user experience when clicked is that the current page in your application will refresh.  If you do not want the page refresh to happen, then you can edit the HTML source code of the button to specify the "onclick" property just like the following: <a href="#" onclick="return false;">Close Me, Do Not Refresh My Page</a>  Happy PX-ing!

Hi PX peeps.I have noted a click event from aptrinsic in the network of my browser. I would like to report on the clicks with search queries. It looks possible.Any one got an idea. UPDATE: should be CLICK event in the subject not lick event. that would be weird. 😂 

We are working on a renewal engagement that is triggered by a JO. Suppose we add some of the renewal stages to the audience in PX, saying they can only be ‘Renewal’ to see the engagement.  Person A qualifies for the engagement today. They don’t login right away to see the engagement, but the next day that ‘Renewal’ status changes to ‘Paid’, meaning they would no longer qualify for the engagement according to the PX audience logic. They finally login the next week. Would the engagement show for them?

Good Morning PX-stersI would really like to add some more data to the pageview event.I see in the inSidedData object is the module info … I would like to add this in order to segment page view analytics.  If I have a module attribute, how do i get this piece of information sent with the pageview event? Thanks in advance, Alistair

In this webinar, we explored how to transform product usage data from Gainsight PX into actionable strategies within Customer Success (CS). We discussed the common challenge of having lots of user data but struggling to generate meaningful, actionable insights. The session introduced an “Insights to Action” framework.​​Please find the recap below, and click here for Slides and Webinar recording  Webinar Highlights1. Why “Insights to Action” MattersOrganizations collect more user data than ever, but the challenge is deriving meaningful insights and translating them into actions that improve customer experience and retention. We discussed industry trends and statistics, including that 86% of churn risk often goes undetected until it’s too late, underlining the importance of proactive data usage.2. Key Framework: Insights to ActionIntroduced a practical framework to move from raw PX data, through meaningful segmentation, all the way to playbooks and automated CTAs (Calls to Action) in CS.

What might I be doing wrong? First I thought it might be related to using wild cards in the URL or the px-auto-resolve token. But I’ve been testing going to the exact URL, no wild cards, no tokens. My engagement isn’t triggering (even with throttling turned off and the qualification rule to be once per session) My page views are not matching segments that use those rules Audience Explorer filters by that URL and/or the query parameter don’t return any usersI’ve tried the query parameter rules (Audience criteria for Engagement, Segment rules) using IS, CONTAINS, and STARTS WITH. Nothing works. What’s the trick to this? 

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? 

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!

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?

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

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

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

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

 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.

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.  

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 : “

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.