Product Experience (PX)

As you're well aware, anytime a user becomes inactive, it can make you question why. Why did this happen? Did I do enough? Is the issue my product? Whatever questions might pop into your head, it's vital to remember even if all seems lost. There's still a chance you can still revive this dead-end relationship. And don't worry; you're in luck. You don't have to do it alone!Gainsight PX is your secret weapon for increasing customer retention. Our platform is packed with tools such as our Retention Analysis

If I use the token for user first name {{user.FirstName}} in an engagement or email, what happens if the field is blank/null? Can I insert a default if it is? If my first name is populated, the email would show “Dear Jay,”If my first name is blank/null, the email would show “Dear Valued Customer,” Also, is there any way to insert a default if the data is bad/incorrect? For example, some of the first name fields I’m seeing have “FirstName”, “??”, etc.

Hi All,  Im working through product Mapping and have 3 different product types that share many of the same UI elements and CSS fpr their sites, but are tracked separately. I believe the best course of action to be able to track usage of them is to create separate modules for each, but im having trouble delineating between the three products.  Is it possible to add a UI Text match event AND a UI Element match for different elements in one feature? I.e. “Button Clicked” AND “Badge” = Product 1? Or when you add multiple events to a feature, is it by default “OR” logic? Thanks for any guidance!

I am experiencing customers coming back and don't know how to track them in the future as we scale. Anyone know if there is a good way to do this?

Does anyone know how to enter a null value into a user field using the API?This adds a space to the user record’s firstName field.{"firstName": " ", "lastName": "Smith"}This does not update the field at all.{"firstName": "", "lastName": "Smith"}This too does not update the field at all.{"firstName": null, "lastName": "Smith"} And this makes the first name actually read [null]{"firstName": "null", "lastName": "Smith"} 

Hello All, Use case: How can I launch Zendesk chat bot on my web based application to interact with our support team without visiting to support website. Advantages:Engaging the users to stay with in the web application while submitting queries. Customer Satisfaction by preventing users to visit multiple websites. In-app support experience, and many more…Solution:Gainsight PX has a unique feature of integrating the Zendesk Chat bot with in KC Bot. Weblinks feature in KC Bot brings in the capability to invoke JavaScript functions defined in customer applications as links in the Knowledge Center Bot which allows more flexibility. Live Demo: Zendesk chat bot implementation video Screenshot:

I’m exploring using engagements for release notes with dialogs that are opened from the KC bot. If I include rich content like images or videos in these dialogs they can end up extending outside the height of the screen. Is there a way to configure a dialog to have an absolute or relative(e.g. 80%) max height and add a scrollbar if the content is taller than this?

FileGPS provides enterprise-wide file/transaction monitoring across any application. Many organizations utilize file transfers as a means of communication between B2B partners or between application to application integration; due to various applications involved in handling the end to end process integration, the end to end visibility of the transactions/files are lost, which causes inefficiencies and missed SLA. FileGPS provides the ability to provide enterprise-wide end to end file/transaction monitoring that can track SLA and key events in the processing of the files/transactions. About Pragma Edge INC. Pragma Edge

IBM Sterling B2B Integrator , IBM Sterling File Gateway, Connect Direct Monitoring Tool Pragma Edge Jarvis Monitoring tool (Jarvis) provides integrated monitoring and altering capabilities for IBM Sterling B2B Integrator/IBM Sterling File Gateway platforms. Jarvis check and alerts on: System Health Application Health Application Logs Cloud Logs

I’m not sure if this is a question or an idea. Is there a way to edit/add labels while creating/editing an engagement in PX? The only place I have found so far, is in the engagements list. The image shows where I can find the engagement labels. I think it would make sense to be able to add/edit labels while working on an engagement; in the Editor? Maybe Settings? 

Can someone confirmIf the number of Views is unique per user or not?What the trend (red %) compares, 1st to last day of the period being viewed?  

Hey Guys this question came up the other day and we decided we should share it here. There is a configuration in the KCB editor that will let you configure what pages you would like to show the Bot Bubble as well as pages you would like to exclude. Hope this clears up any confusion in the future. Thanks, PX Support Team

We added a custom DOM attribute to Gainsight PX  for click tracking: data-pxI added data-px and data-px* because we were going back and forth on the final value. We settled on data-px but both values have been added to all SDK Settings pages. Do I have the wrong backfill assumption on how adding data-px should work?My assumption: Because we can backfill class and id items (auto-tracked), we would also be able to backfill data-px values In my mind backfill would function the same, permitting the engineers to be moving faster than the product mapper people, but not losing the data-px values because we can backfill to populate as we progress. My questions: After implementing it seems to me that backfill is only ava

Hi Experts,We need to automate the process of publishing “Knowledge Center Articles”. I could find the APIs for START / PAUSE engagements but couldn’t find anything for KC articles.Is there any way to automate the publishing process using API or some other mechanism?Appreciate your inputs. Best regards,Saurabh

We have a required question in a survey that has 5 selectable responses:Very Easy Easy Neither Easy nor Difficult Difficult Very DifficultIf the user selects either “Difficult” or “Very Difficult” we would like to trigger a specific, “required” question that is not visible unless the user selects difficult or very difficult, is this possible? 

Hi @svictor & @lila_meyerHope you are doing well. Do we have any certification available for PX? Thanks 

The PX Release Notes May 2022  is now available for EU and US customers. Check out this video (no voice) for a quick glance.  As part of this release, we have updated multiple documents. A few important articles are listed below. List of Articles Analytics 

When using the new enhanced user profile, the environment filter for activities uses the default gainsight environment names instead of the environment names assigned within the Administration > Products section. Have already submitted a support ticket but unsure how quickly that reaches devs or if there’s a triage process where the support center must first contact the customer to make sure it isn’t user error.Mainly posting here as well for visibility. If I get updates on the support ticket before this post then I’ll update accordingly.If you know the key for the environment you want to filter for then refer to the table below for the default gainsight environment name (although for our use case it’d be nice if you could select all environments. Might check if someone has put in a feature request for that yet)tag key Environment Name *** Production ***-2

We wanted to use a coloured or dark background colour for our Surveys to help them stand out against white backgrounds in our UI. If we select the Contact Me option from Settings, we can’t change the colour of the text therefore it can’t be seen.We reviewed all the settings and the CSS but have been unable to edit the colour of the text. Is there a way to do this? It would also be useful to be able to amend the text. Depending on the survey type, the wording for this option doesn’t always meet with requirements our Data Protection and Compliance department advise we must display. It’d be great if both these suggestions could be considered as enhancements for all survey types.

We have both a MS Word Online and Google Doc plug-in companion with our marquee product suites.Is it possible or has anyone successfully presented In-App guidance in this scenario? I am just learning about this configuration so not entirely sure of the setup, etc.

  A sizzling January : Recordings of what made it great to the end of this post!“The answers are all out there. We just need to ask the right questions” - Oscar Wilde.We did ask all our past office hour attendees what kind of sessions would be helpful for them. Based on the responses this month, we came up with our new theme - the qualitative aspect of user experience research via “Surveys.”In SaaS, We build products from scratch , validate the product-market fit and then see customers and opportunities coming from different parts of the world. The urge to satisfy every customer is natural but not realistic. Prioritisation plays an important

It would be ideal to be able to filter the answers of our survey in the integration that exists with PX and Slack, through which we receive notifications every time someone responds to our survey.  For example in Slack we would like to be able to filter only the "Detractors" who are "Admin" users. For now we can only select to receive all responses, but there is no option to filter and this would be ideal in order to take more immediate actions depending on the user type who is answering.  In our specific case we would like to receive notifications when they are Admin users since they are the people who have more access to our tool.