Product Experience (PX)

🚧 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

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. 

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 curr

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  

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

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 d

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?