How to Map your KC Bot and measure value!

Userlevel 5
Badge +3

How is the KC Bot driving value to your business? 



First thing’s first - you need to map it in order to answer that question!  Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :)


Once you have KC Bot mapped, you can tell stories such as…..


Increased User Retention: 

Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! 

See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times.  The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮







Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot:


  1. Locate the KC Bot Icon: Right-click on the KC Bot icon and select “Inspect”.




  1. Inspect Element: A panel will open on the right, highlighting the element’s code.




  1. Find the Class: Zoom into the relevant code and look for the class parameter. Choose one of the classes listed; it doesn't matter which one as long as it’s unique on the page.




  1. Verify Uniqueness: Copy the class name and paste it into the search bar (shortcut: Command + F) to see how many times it appears. It should appear only once.




  1. Select Another Class if Necessary: If the class appears more than once, select another. Move to the nearest “div” and repeat the uniqueness check.



  1. Create a Feature in PX Application: Go to the PX application, add a Feature to your Product Feature Tree, and name it.




  1. Set Up UI Element Rule: Inside the feature, click on “UI Element Rule”.




  1. Configure URL Details: Expand the URL Details, enter the URL from where the event is triggered, and use a wildcard * for variable parts of the URL.




  1. Add Selector: In the Selector - Custom field, prepend a period to the class name (e.g., .apt-widget-controller-content) to indicate it’s a class. Save your changes.




  1. Test the Event: To verify if the event is working, use Account Explorer to find your user, trigger the event, refresh the page, and check if the event is captured.




  1. Back-fill Event Data: To capture historical data, go back to the product feature tree, edit the event by clicking the pencil icon, and select “Start Backfill”.




What are some really cool use cases/outcomes you’ve seen with the KC Bot??

6 replies

Userlevel 5

Your post is just in time!  We have an announcement to tell new people about the self-help (KC bot), and I want to use a funnel so that I can check  whether we are driving people to the self-help.

Userlevel 5
Badge +3

Love to hear it @mmarques !  My spidey senses must have been tingling 🕷 🤣


Userlevel 5

@kathleenkenny23 - Is there any reason to use a UI element selector other than  .apt-widget-controller-content?  I inspected a few of our KC bots, and don’t see anything different. 

Userlevel 5
Badge +3

@mmarques I asked a couple of our technical experts  @link_black and @rschlette 



That’s one option. I’d use the parent div’s #apt-widget-controller id instead, but it should be the same result as .apt-widget-controller-content in this case


I usually use "#apt-widget-controller" too, but either will work fine.


Hope this helps!

Userlevel 5

Thanks, @kathleenkenny23!

Userlevel 5
Badge +3

Any time 😉