This article guides you through the different steps of creating an engagement strategy.

1. Create a widget

Widgets allow your visitors to engage in conversation proactively, at the right time and in the right place, throughout their journey. iAdvize offers several types of widgets.
 

Go to the administration then Engagement > Widgets Builder and click on "Create"
 

Widget

• Name your widget
• Select a widget (this article presents our different widgets)
• Choose the page type (product, listing or others)

Special case - Mobile

Example: if you enable a Classic widget in your configuration (desktop and mobile), your visitors on mobile will see a Badge displayed by default. Conversation Starters (embedded or floating) are not replaced by a Badge on mobile.

Style

In the second tab, customize the style. 

For example, for the Conversation Starters widget:

• Icon display and color
• Title color
• Starters colors
• Optional : starters hover state
• Fonts (choice of Google Font or your site's font)

In advanced settings: 

• Corner rounding (if you want rather round or square edges)
• Title size
• Starter size

Content

On the third tab, define the content displayed by your widget. 

For example, for the Conversation Starters widget: 

• Product catalog (to generate your starters dynamically with AI)
• Hook title, displayed above your starters (80 characters max)
• Number of starters displayed (between 2 and 5)
• Type of starters:   AI Question or Manual Question
• Action button label

In the advanced settings, you can define a list of forbidden words or expressions that you do not want to appear in your Conversation Starters. They only concern your Conversation Starters and not your Assistant's responses.

Enter one word or expression per line.

Language

If you want to translate your widget content into another language:

• Add the following at the end of your URL: ?iAdvizeLanguage=EN
   

Position

• Choose the position of your widget (several possibilities depending on the type of widget chosen)

For embedded Conversation Starters, you can click on "Pick an element on the page" then select an element from your site or paste an HTML element directly manually. 

• If needed, adjust the margins

Once your configuration is complete, click "Save" to exit the widget editor and return to the administration.

Custom data

If you have chosen dynamic Conversation Starters (AI-generated) and selected a knowledge base in the notification template for your "Integrated Conversation Starters" in the administration, then a custom data must be present on the page

How to find which custom data should be present on the page?

It is the same as the one used by the Assistant, if applicable. It is linked to the knowledge: you can find it in Knowledge then on the Edit knowledge source.

Here is the custom data (in this example: productId):

This article explains how to create your custom data.

2. Configure conversation routing

The iAdvize routing engine allows you to send your conversations to the most suitable responder (Assistant, workflow or advisor), regardless of the channel used. 

Create your routing groups

If your responders are advisors, organize your teams by grouping them by role, group or skills. These groups are essential to define which responders will receive conversations. An advisor can be added to multiple routing groups.

Go to Engagement > Routing and select Routing groups from the dropdown menu

Click on the + to create a new routing group

Name your routing group and add criteria

Save your routing group and create another one if needed.

Create your distribution rules

Go to the Engagement > Routing tab then select Routing rules from the dropdown menu: 

Click on + to create a rule

Name your routing rule

You can allow your agents to transfer visitors to this distribution rule by enabling the button below: 

Do not add a targeting rule for now, this will be done in the following steps directly from your strategy.

Select how you would like to distribute your conversations and to the routing group(s) created previously: 

• 0 to engage visitors only if your agents are available to receive conversations in real-time
• greater than 0: if your agents are not available to respond in real time, visitors are placed in a waiting queue.
   

 

Example:

• Group A: conversation queue places = 50
• Group B: conversation queue places = 20

Group A can accumulate 50 conversations waiting before switching to unavailable status.

Group B can accumulate 20 conversations waiting before switching to unavailable status.

 

NB: Assigned asynchronous conversations do not count in the list of waiting conversations. 
Since these conversations are waiting for a specific agent, it was decided to no longer take them into account to cut off engagement. This is to prevent the absence of an agent to whom a large number of conversations are assigned from blocking production for agents who have no conversations waiting.

 

Save your distribution rule 

 

3. Create a strategy

Formerly known as campaigns, strategies are the entry point of your engagement strategy. The way you organize your strategies allows you to structure your strategy: by objective, by channel, by department or by responder type, and therefore impacts the reading of your results.
 

In this example, we will create a strategy dedicated to customer service questions handled via chat on an e-commerce site. 

Name the strategy "Website support".

You can enter a start and end date, which will result in automatic activation of the strategy at the set start date, then automatic stop at the end date. 

Choose a strategy type: in this case, it is an inbound strategy.

iAdvize offers 2 types of strategies:

• inbound strategies: you offer a conversation to visitors, but they choose whether or not to initiate it. The majority of channels and entry points available on iAdvize are better suited to "inbound" strategies.
• outbound strategies: you directly contact your audience and send them messages without them having written to you beforehand. This is currently possible via WhatsApp. 

Select the "website" entry point corresponding to the "messaging" channel.

Targeting rules

Targeting rules allow you to define the different criteria for displaying your iAdvize widgets to your visitors and allowing them to engage in conversation with your Assistant or your advisors. This article details the different steps to set up your targeting rules.

Click on Add: 

• Device type is: Desktop
• Page_type contains: product

The last step is to select the desired distribution rule.

Then click on Create.

Don't forget to activate your targeting rules and to publish your strategy so your visitors can engage in conversation on your site: 

Best practices

Check out our dedicated article and find all our best practices to maximize the performance of your widgets.

Display issue on my site

Check out our dedicated article to understand why your Conversation Starters are not displaying on your site.