Product Experience (PX)

 Product Experience March 2026 This month we're giving a fan favorite a fresh identity, and shining a light on the moments your users are silently screaming at your product. Insights just got a whole lot more telling. Plus, community highlights, a customer spotlight, and office hours worth adding to your calendar.Let’s dive in!😀 Knowledge Center Bot Renamed to In-App Hub 

Over the past year, we've made significant enhancements to the Product Experience Knowledge Center Bot (KC Bot) experience, with even more improvements on the way in 2026. The new name, In-App Hub, reflects what the tool has become and makes it easier for you to communicate its value internally Our team has been updating the name acr

When I look at the Feedback tab on a user’s profile in PX, I typically only see the most recent 1-3 survey responses or feedback events. However, I’ve noticed that some of the users I’ve looked at recently have definitely had more activity than what I’ve rendered. For example, one user has responded to NPS in each of the past 3 quarters. Adjusting the time frame on the activity timeline on the page does not seem to change what I see in the Feedback tab. Is this a known limitation? If so, what’s the time frame that is rendering? 

We have a JO set up in Gainsight CS that triggers a PX engagement for renewals. Internal process:JO trigger engagement for past due renewals Audience rules in PX set to only show for those in the “PO Sent” statusLet’s say 3 months pass and the person never logged in during that time period. They have also paid that PO since the engagement was triggered. Then a new PO is created for the year, and they are once again in the “PO sent” status. Technically, they would qualify to see the engagement since they meet the PX audience rules once again.  So my question is, can we set some sort of audience rule to say “If they have not seen the engagement within X days of being triggered via JO, remove from engagement?” Or is there another way of looking at this?

I’m finally exploring my first use case for the in-app hub (formerly KC bot). I have some documentation I’m hosting in the hub via hosted articles. I would also like to leverage the CC integration. If I enable the pre-built Search widget and set up the CC integration, will it also search the hosted articles in the other widgets? 

Hi, I'm trying to create an KC article as card that invokes a chat bot.  Any recommendation on how to do this? I dont know what to use hyperlinks as the experience is not great. We have tried doing onclick event, but it appears this is stripped out from the KC article.  

Hello, My team is working on a new knowledge center / welcome engagements for one of our products.  In the welcome engagement, we are welcoming first time users and giving some detail on the product.  From there we are utilizing a CTA to use the knowledge center which is at the bottom right hand corner. Is it possible to target a custom event, or link that we can assign a CTA button within the welcome engagement to actually launch the knowledge center into an open state?  Having that functionality would be so impressive as it would make the engagements seem like they interact with one another for a good experience.   I appreciate your help in advanced.  Thanks!

Hi - We’re seeing instances of the Knowledge Center being available after logging out of our application. We’re not seeing it consistently so I was curious if others have experienced this. 

 Product: Gainsight PXIssue Summary:We are using Gainsight PX to trigger a guide (Guide B) via a query parameter (?showGuide=guideB) on a specific page. The guide is set to launch automatically on page load, with the qualification scope configured as “once per visit” and “ignore throttling” enabled.However, we’ve observed that when a user clicks the Knowledge Center Bot (KCBot) button at the bottom of the screen, it causes a page refresh, which re-triggers Guide B unintentionally. This creates a disruptive experience for users who are trying to access help content via the bot.Steps to Reproduce:Navigate to the target page with ?showGuide=guideB in the URL. Guide B launches as expected. Click the Knowledge Center Bot button. The page refreshes and Guide B re-triggers.

Can we create a new custom tab in KC bot?

We have a custom UI and I wonder if there is a way to not use a KC badge at all and trigger the KC popup with JavaScript directly from our app?Thanks

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!

I am facing two of these related issues with the onboarding checklist for KC Bot:Currently, Gainsight allows engagements/articles to be a part of the checklist/progress tracker for onboarding in the KC Bot. However, I would only like to mark a step as complete when users actually complete it (instead of just finishing the engagement), which could be checked via a user/account level attribute being sent to Gainsight.Since many of our existing clients have completed some of the onboarding steps, I’d like these steps to already be marked as completed when they open the KC Bot, instead of them being marked as incomplete and them having to go through an engagement to check them  off which wouldn’t make sense.Do let me know if there are any solutions to these problems as they are preventing us from launching a bot that will help with activation. 

Problem: Our clients have an option of integrating Account A, Account B, or integrating both of them with our platform. These clients have the same plan, but showing them the same engagements in their onboarding checklist doesn’t make sense as some of them may be centered around Account A or B which the client might not have connected.Is there any way to have the same KC Bot for the same audience, but showing them different engagements based on their audience rules?I tried creating a test bot for myself with one engagement having a rule that would never trigger (set audience rule of a random email ID) and one engagement that would trigger, but I could see both of these in the KC Bot, so I assume the audience rules for engagement don’t matter.Is there any reason that the audience rules for engagements aren’t honoured and a static checklist is being shown with all engagements?

Simply offering an incredible product jam-packed with fresh features is only half the formula for a successful business. The other half of that formula is messaging.  Product messaging is pivotal in customers' perception of whether a product is meh or phenomenal. This is why you must fill your Knowledge Center Bot (KC Bot) with messaging components that truly resonate and benefit your target audience.  We recommend you provide your users with an exceptional onboarding experience that delivers the right message — at the right time. And PX’s KC Bot is a great resource to leverage.  

When Gainsight introduced the Recommendation section, it filled that gap that was missing - to be able to access page/content-specific topics, instead of needing to search for it or find it inside each category.However, I am finding that users don’t click it much. Some feedback that I got was that they didn’t realize that it was clickable (even though the description states “Click here to learn more about this page”). They see it as a section heading for the content below.I have played around with a different icon, different/same background color, and different heading/description.I am curious to see what everyone is doing and how successful you have been in drawing attention to the Recommendation section. Thanks in advance!

We are just entering the world of creating our first KC bot. With so many options of cards, articles, engagements, and web links, we aren’t sure where to begin.  We would love to see some examples of what you might be using! We love the way the Gainsight KC bots, but looking for inspiration from other people as well. Can you share what your KC bot looks like?

How can I remove the ideas tab from the KCBot results page?We do not use the ideas module, so it will always be zero results.  

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!

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?

We have been trying to implement new kc bot, but we require users to be taught how to use it effectively. For that purpose, we created a guide for a sort of walkthrough for new kc bot and to our surprise we cannot choose kc bot as elements for new guide to be active. How can we train users if we cannot even choose elements from px. 

Hello,  I'm encountering an issue with a Gainsight PX engagement linked to a Knowledge Center (KC) Bot. The goal is for the engagement to launch only when a user is on a specific URL, but it's not working as expected.The user has accessed the KC bot on a certain page, I want the user to be redirected to a different url when they select the checklist guide. Here's my setup: KC Bot Checklist: I have an item in an onboarding checklist within a KC Bot. Engagement: This checklist item is linked to a Guide engagement. Audience Rule: The engagement's Audience settings contain a single rule: matching url exactly Issue: When I click the checklist item while on the engagement does not appear. Since the debugger isn't appearing, I can't check the rule's status d

I started searching in the KC Bot for some API help while working in PX.For numerous search queries the results all redirect to the SAME article that happens to be the first in the list.  Just letting you know as I hope it is only me 😬    

I just saw this on YouTube and it caused me to wonder if this would affect how Gainsight operates in Google Chrome (and any other browser?). I know there is an aptrinsic cookie that’s created when a user logs in to one of our solutions, so will Gainsight still be able to track user activity correctly?  cc: @JPKelliher @Lake1211 @jmobley @katkenny23 

Sometimes when I am working with the KC Bot, I want to be able to preview it on production without actually launching the bot (like I can when editing engagements). I’d also rather not make a test bot targeted to just me, as I would have to change priority and launch/unlaunch to see the real bot.