Product Experience (PX)

Ignore Throttling is easy enough to understand for individual engagements. But a colleague asked a good question about the impact of this setting on throttled engagements. Let’s say we have 3 engagements that ignore throttling because they are time/scenario sensitive and must be shown to the qualifying audience…...And a user sees all 3 of those engagements in their standard usage. Do those 3 engagements count towards throttling quota and settings for other regular throttled-engagements?

We’re excited to invite all of our Gainsight PX customers to join our recurring Gainsight PX Office Hours sessions, happening twice a week! 🎉 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 PX 📅 When:Tuesdays – EMEA-friendly hours - 6:30 pm IST - 1 PM GMT - 8 AM EST (5AM PST)Thursdays – US-friendly hours - 10:30 pm IST - 5 PM GMT - 9 AM PST (12 PM EST) 🔗 Join us here: PX Office Hours Zoom Link Whether you’re new to PX o

I understand the PX integration schedule with Salesforce (3 AM, 11 AM, and 7 PM GMT) and how I can trigger a manual sync via the Synchronize button. And I understand how the Contact matching logic works.My question is when does the Contact matching happen? During those specific integration syncs? On manual syncs as well? I can’t deduce that specific detail from the documentation. 

In this post, we'll guide you through the implementation of a multiselect feature in PX engagement, where users can select different options visually through checkboxes with images. Our implementation captures user selections, updates a custom attribute upon submission, and closes the engagement. Below, you'll find the HTML code that forms the core of this functionality, along with an explanation of what each part does.  <div id="imageForm" style="display: grid; grid-template-columns: repeat(5, 1fr); gap: 10px; margin-top: 20px;"> <div class="image-checkbox" onclick="this.classList.toggle('selected'); this.style.borderColor = this.classList.contains('selected') ? '#007bff' : 'transparent'; this.style.boxShadow = this.classList.contains('selected

I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?

Hi team! i am observing fullstory integration displaying as enabled on our org’s PX account. It’s giving me an option to select the PX tag where i want it to be enabled. can someone help me understand if turning this on will initiate capturing session recordings or there is more work to be done to enable this? What i am seeing in admin console  

When I look at the Feedback tab on a user’s profile in PX, I typically only see the most recent 1-3 survey responses or feedback events. However, I’ve noticed that some of the users I’ve looked at recently have definitely had more activity than what I’ve rendered. For example, one user has responded to NPS in each of the past 3 quarters. Adjusting the time frame on the activity timeline on the page does not seem to change what I see in the Feedback tab. Is this a known limitation? If so, what’s the time frame that is rendering? 

Similar to what I do with outlook notifications Snooze, I want users to be able to see the engagement again in a bit, not have to wait until the next time it’s scheduled.

This is our current Matching Logic for Contacts for the PX and Salesforce integrationContacts are matched on Custom Field Matching This is because we have users who will access our product via plus-addressing variations of the same email address (danny+test@email.com and danny+admin@email.com are the same as danny@email.com for our purposes). So we set User base email as a user attribute in the identify call, stripping out the plus addressing. However, we have some customers on older versions of our product that pre-date this shift to User base email in the identify call, so they are not able to be matched. My QuestionI am able to also select Email for the

Product Experience January 2026 We’re excited to share the latest insights from Gainsight Product Experience. Inside, you’ll find updates designed to help you learn, connect, and grow. We hope you enjoy exploring what’s new, discovering fresh ideas, and finding meaningful ways to engage with the broader Gainsight family as we continue to grow together. Let’s dive in!  Create New Cont

🚧 Please check the status page for information on PX-Salesforce integration before performing any reconnection steps.  Before You BeginParticipants NeededTo complete reconnection smoothly, you'll want the following people available: Role Why Needed Gainsight PX Admin

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

I am trying to get my head around tracking quarterly retention for our community using PX.I am using the retention report set up as below. The results then show users with activity in month 0 vs month x.How (if I can) monitor users with activity in (Q1 vs Q2)i.e. a group of months and a group of months. Any thoughts? Thank in advance.  

I want a guide to remember what slide a user last exited on, and jump/show that particular slide on their return visit. AI suggests this is possible in GainSight PX but I can’t seem to locate the option. Can someone direct me to where this is please?AI suggestion: Log in to Gainsight PX and go to Engagements → Guides. Select the guide you want to edit. Click Settings (usually in the top navigation for that guide). Under Behaviour or Advanced Settings, look for: Resume from Last Step (sometimes phrased as “Continue where user left off”). Enable this toggle so the guide will pick up from the last completed step for returning users.

Hello! I’m working with the toggles and can’t quite figure out a solution. The titles on my toggles are smaller so when they’re not selected they are smaller but when you select one, the toggle gets longer. Is there a way for the toggles to be that longer size without clicking on it? I’ve looked all in the CSS and can’t figure out what controls that. (Images below)  

In both NPS and Multi-Question, I can’t seem to figure out how to edit this language. There’s no way to edit in the settings area where you enable it. And you cannot click into the field to edit it on the guide. 

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. 

I created a segment to exclude, then used a segment rule NOT match any to exclude the accounts from an announcement (guide dialog engagement). On publishing it reverts to Match all. Even though it reverts and shows up as Match all, I think it is only showing to NOT match any but can’t be certain so have taken it down. Anyone else experience this and know what is happening here.

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

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?? 

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

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 you