Target your customers based on their needs, behaviour, browsing behaviour, their profile and business criteria. Then, distribute conversations to the agent most qualified to respond, no matter what channel you use.

1. Create a targeting rule

The video below shows you the important points of creating a targeting rule, which the article will detail later.

To create a targeting rule also called targeting, open the campaign in which you want to create the rule. Then click on "Create a rule".

1.1 Give a name to your rule

We advise you to give an explicit and understandable name to your rules. This will allow you to better find them in the list of rules created.

Note: agents can know which rule has been triggered to start their conversation with an online shopper. To get the name of this rule, they just need to have a look at the beginning of their conversation within their chatbox.

1.2 Choose your targeting criteria

By default, some targeting criteria are already available for you to use. They are described in the table below:

A) On your website

Label	Description	Type	Conditions available
Time: hour	Choose a specific hour	Multiple choice	A selection is available every 15 minutes
Time: day	Choose a specific day	Multiple choice	Monday / Tuesday / Wednesday / Thursday / Friday / Saturday / Sunday
Time: duration of the visit on the page currently visited by the online shopper (in minutes)	Duration of the visit on the page currently being viewed	Numerical	is superior to / is equal to / is inferior to
Time: duration of the visit on the website (in minutes)	Duration of the visit on your website (since the beginning of the visitor's session)	Numerical	is superior to / is equal to / is inferior to
Browsing: Web address of the previous page visited	The web address of the page previously visited by the online shopper	Text	contains/doesn’t contain/starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Browsing: Web address of the page currently viewed	The web address of the page currently viewed by the visitor	Text	contains / doesn’t contain / starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Browsing: Number of pages viewed	Number of pages viewed on your website (since the beginning of the visitor's session)	Numerical	is superior to / is equal to / is inferior to
Visitor information: comes from this website	The web address of the website from which the visitor comes	Text	contains / doesn’t contain / starts with / is exactly / is not / ends with / matches the regular expression / does not match the regular expression
Visitor information: Number of previous conversations	Number of conversations the visitor has previously had on your website	Numerical	is superior to / is equal to / is inferior to
Visitor information: language	Language / defined by the settings from visitor browser	-	predefined choices for the language
Visitor information: browser window width	Width of the visitor’s browser window	Numerical	is superior to / is equal to / is inferior to
Visitor information: browser window height	Height of the visitor’s browser window (in pixels)	Numerical	is superior to / is equal to / is inferior to
Visitor information: device type	Type of device used by the visitor (in pixels)	Multiple choices	is exactly / is not

Note: you can also add your own targeting criteria (average order value, the value of a product, etc). To do that, you need to create Custom Data (also known as personalized data). Once created, these criteria will appear in the drop-down menu with the criteria listed by default.

B) On social channels

Please consult these articles :
- Launch Facebook/Messenger

1.3 Choose a channel

Choose the channel on which you want to target users: your website, a social network or a messaging application. This choice has an impact on the criteria proposed to you for the creation of your rules during the third step of creating a campaign.

1.4 Choose an action to perform (option only available for your website)

Once you have defined targeting criteria for the rules which will be applied to your website, you need to indicate the action that will be performed for your visitors.

The conversations that correspond to your rules will be distributed to agents directly on their conversation panel for the other touchpoints.

1.4.1 Display a floating button

Less intrusive for the visitor, it’s the approach most commonly used by our customers. It triggers the display of the floating button of your choice on your website.

Here is an article for you to know how to personalize a classic button.

1.4.2 Send an invitation

This approach is more intrusive in the visitor’s browsing. It displays an invitation in the foreground and darkens your website in the background as long as the visitor hasn’t accepted or rejected your invitation.

Note: The invitation is only displayed to visitors once per session.

Here is an article for you to know how to personalize an invitation.

1.4.3 Send a message

This behaviour triggers the display of a chat window containing a message you have previously written in the targeting rule (cf the screenshot below).

Note: the message is displayed only once per visitor session. If you have configured several targeting rules offering different messages, only the first message will be displayed. The following messages will not be triggered. Thus, it’s sometimes preferable to use personalized floating buttons according to your needs.

1.4.4 Display a static / fixed button

By choosing this type of display, iAdvize will be able to show/hide an existing HTML element on your page.

This element can be an image, a link or text that is part of your web page. So it allows you to customize its display as you want.
The example below shows an image the visitor can click to open a chat window :

Here is an article for you to know how to implement a static button.

1.4.5 Display the chatbox

By choosing this type of display, the chatbox that you have previously set up will be displayed directly. To learn more, please read the article "Customising my Chatbox".

2. Distribute conversations to the agent most qualified to respond

The iAdvize new routing engine enables you to send questions to the customer support agent most qualified to respond, no matter what channel you use and the language spoken (Find out more about language management in the following articles: "Language available" and "Manage the language")

Once you have created your targeting rules, please create a routing group by clicking on the "Distribution" tab and then select "Routing groups" in the drop-down menu.

Learn more about routing groups

Once you have created your routing groups, assign them to the targeting rules you have previously created via a routing rule (you can find this section in the drop-down menu).

This is essential for the routing engine to work properly.

Learn more about routing rules

Here is a schematic overview of a targeting campaign:

NB: If a language is not officially detected by the solution, then a fallback will automatically be made to English.

3. Adjust the scoring system of your targeting strategy

To know more about Scoring please consult this article.

4. Follow and optimize your targeting rules

This video explains how to optimize the operation of your targeting rules once they are deployed on your site.

Create a targeting rule