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Question

KC Bot Activation

  • 21 February 2023
  • 2 replies
  • 48 views

Hi Everyone, I’m looking to see if anyone has come across this issue before. 

My web based product uses a login screen and I wish for the KC bot to displayed there as well as in the product. However, this does not seem to be happening. I included the login URL to the “activation” section in the bot editor but no luck. Has anyone been able to get around this issue? Thanks!

Some items to check that have slowed me down as I’ve ramped up my own knowledge on the product the past 2 weeks:

  • Is the login screen perhaps coming from an Identity Provider (such as Okta, Salesforce, Azure Active Directory, etc) and therefore doesn’t have the PX tracking code installed?   You may want to “view source” on the page to make sure the tracking code is there.   If your site using micro front-ends, you may need to parse through some javascript files to find it.
  • Does the login page have a different Content Security Policy (CSP) for the browser → is the CSP preventing the Gainsight code from running in the browser?
  • Be careful on the “AND” and “OR” usage on the audience rules -- are you using multiple rules, or multiple values within a rule?

Hi there, thanks for your reply. I have been checking your suggestions with my colleagues (we use Azure) and think we have narrowed down the problem slightly. 

The bot will briefly appear when accessing the login URL, it has a pretty standard composition with our company name, product name etc. However, after that brief moment the URL changes to include a whole series of number, letters etc (this is possibly an Azure thing?). I think this is causing the issue. I cant seem to just wildcard this however. Any thoughts?

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