Product Experience (PX)

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

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?

Our team is currently exploring ways to track data visible within our UI using Gainsight PX, with the goal of leveraging that data as audience parameters for targeted engagements.However, due to roadmap priorities and limited engineering resources, our stakeholders are hoping to avoid the need to modify the identify call or implement custom APIs to pass this data.A common use case we’re trying to support involves users encountering various billing-related errors—for example, “denied #”, “rejected #”, etc. While we understand that unique data elements or HTML classes can be used to trigger engagements, we’re running into challenges when those sections of the code are not uniquely identifiable or the text (denied, rejected, etc) related to the number (10, 20, 30) is in a separate class, unrelated to each other. So here’s our question:Are we stuck when the UI elements lack unique identifiers in the HTML? Has anyone found creative or scalable so

Good afternoon,I'm looking for some advice on setting up a self-serve onboarding experience for new customers using Gainsight PX. I have a detailed plan, but I'm encountering a few challenges with the new Knowledge Center Bot editor.My onboarding journey consists of four main checklist items, and I'm trying to figure out the best way to structure them in the new editor: Configuration Setup: A multi-step guide with 11 individual sets of tooltips. I need this checklist item to show a progress bar (e.g., "5/11 complete") as the user progresses through the guide. Video Guide: Core Functionality: A video walk-through. Video Guide: Mobile Experience: Another video walk-through. Final Activation Step: A final celebratory pop-up. My main confusion is how to properly link these multiple engagements to a single checklist item,

We’re excited to share three powerful updates that streamline insights, boost account agility, and make your analytics even more actionable. Patch Release Notes Here's what’s now live:Introducing AI Insights in Path AnalyzerWe’re thrilled to announce the first AI-powered feature in PX! AI Insights transforms complex user journey data into simple, actionable takeaways, helping you move from analysis to action in seconds. No more combing through long paths or second-guessing patterns; with a single click, you’ll see exactly where users succeed and where they struggle.AI Insights helps make pr

With the release of the new Account Viewer (V2), we now have the ability to calculate and display Stickiness Scores using updated methods. Specifically, the new Account Viewer supports the following calculation types:Daily Active Users (DAU) / Monthly Active Users (MAU) Weekly Active Users (WAU) / Monthly Active Users (MAU)However, when configuring Stickiness Score widgets on dashboards, the available calculation options differ. The dashboard widget edit menu currently supports:DAU / MAU DAU / WAU Summary: There exists 3 calculation types but each of the feature areas only have access to two.MAU / MAU WAU / MAU DAU / WAUIt would be highly beneficial to have consistent calculation options across both the Account Viewer and dashboard w

Would someone be able to describe and guide me on replicating the PX Support ticket submission process.I am talking about the contact support button within PX. And then how do i add the extra fields as per here.  

In today’s product led world, analytics is no longer just about collecting numbers and tracking dashboards. True impact comes when we can translate raw data into stories that inspire teams, influence strategy, and most importantly, drive meaningful user outcomes.This was the central theme of our recent webinar, “Crank Up Technicalities: Beyond the Dashboard – Storytelling with Product Analytics”, where ​Raghuram and I unpacked how to elevate product analytics beyond reporting and transform it into a storytelling engine.Please find the recap below, and click here for Slides and Webinar recording The Thre

The PX July 2025 release is now live across all data centers! This update brings powerful enhancements designed to help your teams dig deeper into product usage, uncover meaningful insights, and streamline KC Bot operations. From improved account visibility to more customizable analytics, there’s a lot to explore.If you haven’t had a chance to catch up yet, we’ve got you covered. - Release Notes | Product UpdatesHere are the updated resources and articles published as part of this release:Newly PublishedAnalytics Acco

We’ve added a badge trigger to our NPS survey as an on-demand option for those who don’t want to respond via the random automatic triggers. To do this the badge visibility is set to Always. Once they respond, the Schedule > Qualification Scope > Intervals should prevent them from seeing it again for a few months. As a back up, I have an automation that also updates a field that’s part of the Audience criteria; which should make them ineligible to see the badge. In my testing, I’ve noticed that there can be a bit of a lag for the system to re-evaluate the user’s qualification for the engagement and hide the badge. Not a big deal, but we did have one user respond five times this evening within a short time span. My question: are there faster, more effective ways to update the audience criteria to hide the badge and prevent users from having this option? If I send a Custom Event occurrence, would that be m

It’s not in the API documentation. (Edit: It’s there)I have this slide form my implementation services and onboarding, but replicating that exact API call is returning a validation error. Take a look at the PX Rest API example; that’s what I’m trying to do I have a support ticket open, but I’m wondering if anyone knows the issue. 

Is there any way to get the crashes report for the IOS sdk?

Do you serve users in multiple countries or languages?We’re designing a brand-new, centralized Localization Page inside Gainsight PX, and we’d love your feedback to shape it from early on.Check out the 👉 demo prototype 👈! The new Localization PageCheck out the 👉 demo prototype 👈! (It’s an early iteration and is rough around the edges, so expect a few bumps along the way. Clicking on the language chips opens the new localization editor.)Th

It seems like not, but I thought I’d ask. Use case: Top X accounts using {feature}

Use CaseQuarterly NPS polling. One continuous NPS engagement, not separate for each quarter.  Helpful for dashboard widget metrics, consolidated reporting etc.  Helpful for automated audience eligibility, recurrence etc.  Triggered Automatically via Audience Criteria Via Badge in the UI Current StateAutomatic trigger only. (#1) It shows up to 4 times in a quarter until they complete the survey. Then snoozes for 3 months.  ExploringAdding a second trigger on a Badge (#2) ObjectivesIncrease response rate by providing an on-demand option to trigger the NPS survey, rather than hoping the automatic prompts hit them at a good time to provide feedback (low response rate is showing that they ar

We’re seeing engagements pop up on our login page. It seems to be stemming from when a user has been identified earlier in the day and then initiates a new session. Is there a way to set a global rule for engagements to not show up on a specific URL? Having to remember to do this for each engagement introduces the risk of human error and adds a step to each engagement we create. Update: I added this as an enhancement idea. Vote for it if this feature would be valuable to your PX implementation.  

Particularly when you want to run the logic on a multi-select question. Here’s what I want: I have a multi-select question with 5 options.  IF option B (Missing Features) is selected as part of the answer, I want to route to step 2. All else I want to route to step 3. Here’s what I tried: But when I test it out, it doesn’t work unless option B (missing features) is the ONLY answer selected. Option B is the only selection = logic works Option B is one of 2+ selection = logic does not workTo me, that seems more like an IS condition, not an IN condition. I tried configuring similar logic for NOT IN and the same issue happened. Am I doing something wrong or is this a bug? 

The guide would use the same copy every time, but I have 3 features that could use a badge next to it. Can you add multiple badges to one engagement? (seems like not; I don’t see any way to add another badge via the +New button, nor by copying the badge in the step settings)Update: I added this as an enhancement idea. 

Is it even possible to leverage the Product Mapper {Feature} Is Being Used Right Now for features that are mapped as UI element rules? Since these features are tracked on clicks, when/how would the “right now” be defined? From my testing, it does not seem to be working when the mapped UI element is just present on the screen. I suspect Being Used Right Now works only for URL based features. 

It seems like no. If it’s not one of the rating based surveys (NPS, CES, etc), there seems like no way to do it.  

This div is being used as a button, so I’m mapping it using “div[title=”Delete activity”]HTML Source When the div is clicked, notice that the title attribute’s value is not included in the payload:PX Click event payloadHas anyone else ever run into this issue before? Were you able to determine a root cause?

In the “Roles and Permissions in PX” section, this documentation on User Management details which User Types can see specific sections in Admin console, e.g. Engagements:Viewer can “View Engagement Monitoring and Engagement Collision in the Admin Console page.” The doc does not mention the Dependencies tab in admin console. Can someone please detail which User Type(s) can use the Dependencies tab in Admin Console? Thanks!