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Product Experience (PX)

Learn about surveys, in-app engagements, and compelling in-product knowledge

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  • 1,731 Replies
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rithvikvarma
started this topic

We’re looking for early feedback of PX’s new Localization Hub!

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we...
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sarahmcelmurrayContributor ⭐️
asked in Product Experience (PX)
Using PX to identify when a new user account is provisioned in our platform?

Happy Friday!Ive been working on a project to register when a brand new user is provisioned as an admin in our platform (which could be huge to help identify risk early and as a way to get them in community and access to their CSM and training etc) which would trigger a series of emails and a CTA for our CSMs to update with correct role, etc. Is anyone using PX to pull in this data into Gainsight to initiate a program?

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romihache
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Custom User Attribute for a User's Most Recent Feature Match Date

Is it possible to automate a way for a custom User Attribute to reflect the most recent date for a specific feature match event? I know I could automate it a few ways via the API, but neither option is ideal (consumes a lot of RPA tasks when not necessary: Webhook → Update attribute: not ideal because it would run on every webhook, not just the most recent API call for feature match events: not ideal because it would need to run for a wide set of users (ex. all active users that day) to check if there was a feature match eventIs there any other option I’m missing or any recommended solutions? 

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DannyPancratz
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NadiaNaziriContributor ⭐️⭐️
asked in Product Experience (PX)
link to open KC bot from the announcement engagement?

Hi everyone,We’re preparing to announce the first release of our KC Bot and would like to include a link in the announcement (created using the dialog engagement) that will allow customers to click and open the bot directly through a link button in the announcement.Is there a way to create a link that triggers the bot to open when clicked?

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Surendra
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Is there any way to edit the text of the Contact Me Opt-in for survey engagements?

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. 

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Multiple Trigger Events for PX Webhooks: are these AND or OR?

Two feature match eventsWhen creating a webhook, you can set multiple Trigger events. Does the webhook fire when all of these trigger events are present (AND rule) or on each of these individual events (OR rule)?

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Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
Gainsight PX - New Updates are Now Live!🚀🚀

We’ve rolled out a fresh set of PX updates focused on improving engagement tracking and bot customization. Take a quick look at what’s new!Engagement Audit LogsYou can now view audit logs for individual engagements, showing when they were created, saved, or launched, and by whom.This makes it easier to track changes, confirm launch timelines, and troubleshoot issues—without needing to follow up manually with your team.Note: Logs are available only for events on or after June 25, 2025, and capture user names but not detailed content changes.  Increased Group Limit for Task List and RecommendationsYou can now assign up to 25 groups in the Task List and Recommendations widgets in the KC Bot. This enhancement allows you to support more complex user segments and multi-step onboarding flows with ease. Improved Community Search in KC BotCommunity search now only returns results from the categories and product areas you select, making filters more accurate and results more relevant. If no cate

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Adrian Raposo
MBragle
MBragleGainsight Employee ⭐️
posted in Product Experience (PX)
Pulse 2025 Recap with a Gainsight PX Customer

The energy at Pulse 2025 was incredible, but for me, the most lasting insights often come from reflecting on the event afterward. I recently had the opportunity to do just that with Jonathan Ditzel, Manager of Systems Architecture at MCG Health, who shared his thoughtful takeaways on topics ranging from customer engagement at scale to the true definition of adoption. With the full Pulse 2025 Library now available, we wanted to highlight a few of the presentations that got us thinking and share some key takeaways to provide a starting point for discovering your own insights. Scaling on the Fly: TrustRadius’ Rapid Digital Program Scaling StrategyThis session, led by Kate Seale and Jen Browning Peters, tackled a challenge many companies face: how do you effectively transition from a high-touch model to a scalable digital CS program? Key Takeaways & Thoughts:Keeping it Human: How do we scale communication without losing the human touch? As we automate, it's critical to ensure our outre

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MBragle
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
PX Design Engagements 101 : Release Guide with toggle cards
PX Design Engagements 101 : Release Guide with toggle cardsBlog

 Design is not just what it looks like or feels like. Design is how it works!!✨Absolutely! Gainsight PX has made significant advancements recently, thanks to the incredible analytic add-ons and improvements in the new editor. Remember the dialogue we had during our last release announcement? Well, you'll be glad to know that we have achieved that level of engagement using our own editor.Our engagement editor goes beyond just cells and elements. It's like a canvas where you can create your own masterpiece. The real trick lies in customizing things according to your preferences by leveraging custom coding. It may sound a bit tricky, but it's never impossible. We are here to provide you with all the necessary information so that, for your next release, you won't have to worry about effectively communicating your release communications in a single slider with multiple steps.We also completely understand the impact that drop-offs can have on your engagement, and we're here to assist you in

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Adrian Raposo
Adrian RaposoGainsight Employee ⭐️
posted in Product Experience (PX)
PX June 2025 Patch Release Update 🚀🚀

 📢 The PX June 2025 Patch Release is now Live! As part of our ongoing commitment to enhancing Gainsight PX, we've rolled out new capabilities that improve content management, engagement tracking, and insight discovery. See what's new! Export Dashboards to PDF or PNGYou can now export full dashboards or individual widgets as PDF or PNG to simplify reporting and sharing. KC Bot - Embed AnywhereThe new KC Bot supports embedded triggers, so you can launch the bot from any UI element. New Tile Layout for ContentUse the new tile layout to visually present content like call-to-action items in the KC Bot. Custom Icons for CategoriesUpload your own icons for categories in Content Groups and Recommendations for tighter brand control. Note: This is our first set of patch release communications and release notes for PX, and we plan to continue sharing these as part of our ongoing support for continuous releases. ++------------------------------------------------------------------------++RELEASE N

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mmarques
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lstoneContributor ⭐️⭐️
asked in Product Experience (PX)
Toggle Cards - CSS

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)  

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lstoneContributor ⭐️⭐️
asked in Product Experience (PX)
Two Step PX Engagement?

Hello! I’m trying to create a two step engagement - I configured Step 1 (announcement guide) but when I go to Editor > Add Step, Slider is not an option as a template for Step 2. Am I missing something??   

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Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Workflows That Work - How to Design KC Bots for Real Use Cases
Workflows That Work - How to Design KC Bots for Real Use CasesBlog

 So far, we’ve looked at the what --> what layouts to use, what widgets to choose. Now let’s talk about the how.How do you actually bring it all together when you’re building for real users, with real goals, in a real product? Because if you’re responsible for onboarding, driving adoption, or reducing support volume - you’re not just shipping a bot.You’re mapping a moment in the journey and asking:🧭 What does the user need to do next - and how can I guide them there?Let’s walk through five proven KC Bot workflows for the most common goals we see.  Workflow 1: Onboarding a New UserUse when: Users log in for the first time and need a guided start.Widgets:   Task List:   Step 1: Watch intro video   Step 2: Complete setup   Step 3: Take first action   Content Group (List layout):   Docs: Welcome guide, FAQs, product overview   Targeting:   Account age < 14 days/30 days   Role = End User   Why it works:Combines action + learning. Gives clarity without overwhe

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Sruthimalla
Ashton
AshtonContributor ⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Clarify Intervals and quit (never show again) conditions for engagements

My team and I are trying to fully understand the behavior for intervals on guide engagements. Our use case is new user onboarding. As a user is new to the product we want to provide guides on the key pages of the product to instruct a new user. These guides will be bundled and displayed in a KCB for the user to self serve, but we want to use automatic display for the first few visits of the user to ensure they know they have these resources available to them.Desired behavior is to show an automatically triggered guide 1 time per day up to 3 times. With the ability to quit and not show if the user finishes the guide in the first or second viewing.Our current method for configuring this is as follows: Schedule > Qualification scope set to show 3 times with a day between and on completion quit. We believe this is the base of what we want. But the uncertainty arises with “intervals” and “occurrences” the documentation does not strictly define these terms or finish the written example to

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rschlette
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jadkins.iiqContributor ⭐️⭐️⭐️
asked in Product Experience (PX)
Can Custom Attributes contain multiple values?

We are trying to find a better way to differentiate between our products with product codes from SFDC. Is it possible to populate a custom attribute with multiple values? We have global context, but it does not define the multiple ways our products are broken down, i.e. standard, pilot, lite, etc.

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moragwhiteContributor ⭐️⭐️
asked in Product Experience (PX)
Track video interactions for a Guide engagement

Hi,We have a guide engagement with an embedded Vimeo video object. How do I set this up so I can track any interactions with the object? The video is available via other routes so the Vimeo tracking numbers aren’t capturing views just from the PX engagement.ThanksMorag

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mmarques
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rick_devoe
asked in Product Experience (PX)
Tracking KC Bot article link clicks

In reviewing the PX Analytics options available to me, I don’t see a way to track if a user clicks a link hosted within a KC Bot article. This seems like a gap and is likely something I am  missing. Does anyone have a workaround or guide for this? Thanks!

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revathimenon
kdamera
kdameraGainsight Employee ⭐️
posted in Product Experience (PX)
GS Home filter criteria

Hi Team, A suggestion from a customer is to include the locking ability for the filters used in the GS Home. Currently we are using the GS Home, and allowing the CSMs to customize the filters based on their preferences. Is it possible to do so? Otherwise, customer says this will cause a compliance issue within their organization. Thanks,Kiran DL1 Support

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Tomas Trijonis
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Reimagining In-Product Guidance: Introducing the New KC Bot Experience
Reimagining In-Product Guidance: Introducing the New KC Bot ExperienceBlog

If you’re someone who obsesses over user journeys, crafts onboarding flows, or curates just-in-time help inside the product this post is for you.Because building a great in-product experience is more than just embedding articles or linking to documentation. It’s about making guidance relevant, timely, and invisible when it should be.And for a long time, the Knowledge Center Bot (KC Bot) helped , but not without friction.So we rebuilt it.Over the next few posts, we’ll walk you through what’s new, what’s different, and most importantly how to think about using the KC Bot to support real user outcomes. Why This MattersThe old KC Bot was functional — but rigid. It was fine if you had a single goal: “make docs accessible.” But today, teams want to do a lot more:Nudge users during onboarding   Drive adoption of a specific feature   Reduce support burden with contextual help   Surface enablement paths for different personas   Target content based on where the user is in their journey  That me

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Sruthimalla
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NadiaNaziriContributor ⭐️⭐️
asked in Product Experience (PX)
what is custom z-index

Under Position in Engagements, surveys, bot, in the Editor there is custom z-index available. what is this for and what value should be added here?

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DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Product Experience (PX)
Are there any widget options for showing CTA performance of a guide?

Guide performance isn’t an option. Funnel and Query Builder widgets don’t work, as you can only choose Viewed as Completed as interaction types. Closing the guide also counts as completed, so that metric doesn’t work. 

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rschlette
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NadiaNaziriContributor ⭐️⭐️
asked in Product Experience (PX)
How to add subcategories to categories in Knowledge bot?

In the bot, I have a category for all walk-throughs, "Guide me to". Currently all the walk-throughs are showing together as one big list. I want to add sub-categories, so like a mini-menu, like Policies, Account, Admin, etc. and add each type of engagement to it. The reason so it is easy and clear for customers to locate the type of engagement they are looking for. How can I achieve this?  

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ktakContributor ⭐️⭐️
asked in Product Experience (PX)
Engagement Flow Breaks When Users Click Outside to Select Fields

Hi Gainsight PX Community,I’m designing an engagement where users must: Select checkboxes (e.g., required shifts) from the list below Return to the engagement to click "Next" and proceed with actions based on their selections. Problem: As soon as users click outside the engagement (to interact with checkboxes), the flow breaks or disappears This forces users to restart, creating a poor experience.  Also making the guide end midway, generating no value Questions: Is this a default limitation of PX engagements, or is there a setting to keep the modal open while users interact externally? Are there workarounds? Has anyone successfully built a flow like this? Example Use Case: Engagement Type: Guide User Goal: Select shifts from a calendar → Click on next → Actions based on selected shifts only

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NadiaNaziriContributor ⭐️⭐️
asked in Product Experience (PX)
Cancel Snooze NPS survey setting

What action does the cross button X does on the NPS survey. Does it cancel it? If it is cancel, with the setting below will it show again in the next quarter? “Show me later” or snooze uses the same settings? If i want to give users option to snooze for 1, 2 or 3 days, is it possible to show these options?

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tyler.longContributor ⭐️
posted in Product Experience (PX)
Looking for a Better Way to Implement Persistent Messaging in PX (Without Heavy Manual Setup)

Hi everyone,I’m hoping to get some insight or suggestions from others who may have tackled a similar challenge.BackgroundOur team previously used an in-house tool to display persistent messages via a ribbon at the top of our web app. These messages:Lasted for a set period (typically two weeks) Included buttons, CTAs, or a dismiss option Reappeared on the homepage until dismissed or expired Could be queued and prioritized (e.g., P2 shows after P1 is dismissed)This approach was lightweight, non-intrusive (inline div), and respected user interaction.Transition to PXWe’ve since adopted PX and want to replicate—and ideally enhance—this functionality using PX’s audience targeting and tools. However, we’re running into a few issues:We need to maintain a non-blocking UI (no overlays, modals, or banners) Users should be able to dismiss or revisit messages intentionally Stakeholders dislike how PX guides can be dismissed by pressing Escape or clicking outside the guide (even though we’ve already

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Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
asked in Product Experience (PX)
Wildcards in URL Rule

Am I able to use wildcard as part of a url rule?I want to show a survey when the url end with /summary. For Examplehttps://xxxxx.insided.com/education/*/summary  Thank

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Alistair FIeld

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