PX Tips: Your engagement isn't showing - What now? 🤔

Hello PXers! 

You just designed a Queen engagement and can’t wait to go test it as user in a live session… But… it’s not showing and you’re worried "Another One Bites the Dust." 

Don’t feel “under pressure”! We have some quick things you can check to figure out what’s going on - 

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1. Is PX configured properly on your end application? 

To ensure PX tracking the usage, showing up the engagements as well as KC Bot, we need to ensure PX is configured in the correct way, you can perform a simple test to validate the above just by using the developer tools on the browser by navigating to console → type aptrinsic.init and enter
If it returns true, yes, good to go, if you find there is any error message, it means it's not initialised properly.

2. Is the user Identified? 
   
   In order to show the engagement on the end user application, the user should be identified, to confirm that you can simply open the developer tools on the browser and look for the application → Cookies → Select you end application URL → Filter for the apt.uid cookie and check if the user is identified or not similar to the below format
   
   
3. Validate the audience logic?
   Its mandatory to validate the logic defined in the audience (Step - 1 ) of the engagement setup. This the place where we target the audience to whom this engagement should be shown once published. Look out for the logical statements defined (AND / OR)
   
4. Qualification Scope Valid?
   It’s time to validate the qualification scope defined! if its defined “only once” you will not be able to see that again for the same user id. check for other criteria like time zone, Start-End dates. We would recommend once-per visit for testing purposes, so you can remove the session id (apt.sid) from the cookies (a tip to prevent frequent login/logout while we test) and generate a new one instantly just by clicking the active end app screen.

5. Throttling Enabled?
   We always suggest to check if the throttling is enabled. Throttling is designed to reduce the noise of showing more engagements to the qualified audience to ensure they are not disrupted from their regular work. So, I throttling is enabled, the display of the engagements is shown as per the logic defined for the user through out the subscription level for all products.
   
   Eg: Throttling is enabled for show “At least 2 days between engagements“ then if the user has seen the engagement today on product 1 and user logs to product 2 configured on the same PX subscription and he is qualified to see another engagement on product 2, he will not shown due to throttling settings.
   
   To prevent that, you can always check the check box available in the qualification scope
    
6. Check for the URL’s on your application.
   You may have configured the URL logic in the audience which may not be the same URL you are expecting to see the engagement. Most for the cases case sensitive, different path, invalid wildcard usage may lead to the issue.
7. Look out for the Engagement Monitoring Errors in the Admin Console

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If you go through these steps and still can’t figure it out, don’t hesitate to reach out to our AMAZING support team at PXSupport@Gainsight.com. They'll come to your rescue, lending a helping hand just like “a kind of magic”.

Remember, my friend, [you're] the champion, and together we'll overcome any obstacle. So don't stop [us] now, keep pushing forward, and soon you'll be up and running, ready to rock the engagement world!

Happy PX-ing!!