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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:

  1. KC Bot Checklist: I have an item in an onboarding checklist within a KC Bot.

  2. Engagement: This checklist item is linked to a Guide engagement.

  3. Audience Rule: The engagement's Audience settings contain a single rule: matching url exactly

  4. 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!

Thanks for posting to PX Community ​@scampbell !

 

First, the Engagement Audience Logic has no impact on which Engagements show in KC Bot or even if they will play from KC Bot.  If that Engagement is included in the available Content Groups or included in a Recommendations or Task List (these can be filtered dynamically), the user will see it and can click it. 

 

Second, whether it plays or not is determined by which Type of Engagement it is.  If it were a simple Dialog or Survey, I suspect this user would see it no problem.  If it is a Guide, if the first step was a Dialog step then it would show, but based on your message it seems like the first Step may be a Tooltip linked to an element only shown on a specific page/URL.  In that case, the Tooltip cannot be placed so it appears like the Guide is not played.

 

Lastly, to account for this and to send the user to a different URL when they click the Engagement link, you must add a specific Redirect URL to that Engagement’s “Additional Info” field within the Content Library.  This is how you can configure any Guide Engagement shown in KC Bot to send the user to the proper URL so that it will play.  By default, it will always try to play on the current page/URL, which may or may not work.  See below:

 

 

I hope this helps, happy PX-ing!!!

 

 

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