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Create an engagement rule

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

1/ Create an engagement rule

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1.1 Choose a touch point
Choose the touch point on which you want to target online shoppers: your website, a social network or a messaging platform. This choice will impact the criteria available for you to create your rules at the third stage of the campaign creation process. 
 
1.2 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 the conversation they are having 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 chat box. 
 
 
1.3 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: time elapsed since the last visit (in hours)
Elapsed time in hours since the last visit on your website
Numerical
is superior to / is equal to / is inferior to
Browsing: Web address of the previous page visited 
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 
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 page viewed on your website (since the beginning of the visitor's session)
Numerical
is superior to / is equal to / is inferior to
Browsing: Number of visits
Number of visits on the website (figure based on HTTP cookies)
Numerical
is superior to / is equal to / is inferior to
Visitor information: comes from this website 
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
(figure based on HTTP cookies)
Numerical
is superior to / is equal to / is inferior to
Visitor information: city / language / country
City / Language / Country defined by the visitor’s IP address.
-
predefined choices for the language and the country, free input for the city
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 
Numerical
is superior to / is equal to / is inferior to
Visitor information: device type
Type of device used by the visitor 
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
 
 
You can create and add as many conditions as you want by simply clicking on the following buttons: 
 
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. 
 
For the other touch points, the conversations that correspond to your rules will be distributed to agents directly on their conversation panel. 
 
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. 

floating-button-en.png
 
Here is an article for you to know how to personalize a floating 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. 
invitation-en.png
 
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 behavior triggers the display of a chat window containing a message you have previously written.

send-a-message-en.png
 
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 chat box invitation
It triggers the display of a chat window on your website. 
Then, visitors can start a conversation or close this chat window.
display-chatbox.png
 
Here is an article to for you to know how to personalize the display of chat windows

1.4.5 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 a 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 :

bouton-fix.png
Here is an article to for you to know how to implement a static button

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. 

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. 

camp-distribution-EN.png

Learn more about routing rules


Here is a schematic overview of a targeting campaign: 

routing-illustration-V2.jpg

3/ Adjust the scoring system of your targeting strategy

To know more about the Scoring please consult this article.

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