You can engage your audience in two ways: from your website (onsite), by taking advantage of iAdvize notifications and targeting, or offsite, for example through a link, a QR code, or simply by sharing a phone number.
The filtering rule is a specificity of third-party or social channels. This rule is essential to know what types of messages should be displayed in iAdvize. 

1. Create a dedicated offsite campaign to collect messages

- Go to the Engagement > Engagement strategies tab and click on Create a strategy.

- Name your campaign

- Select Invite your audience to engage in conversation (Inbound)

- Select Messaging Apps

- Select the channel you want

2. Create the filtering rule

Once your campaign is defined, click "Add" in the "Define your filtering rules" section to create a rule:

• Name your filtering rule (for example "Get it all"). By default the rule has no condition and retrieves every message from the channel ("No condition: this is the default filtering rule for this campaign").
• To filter, turn on "Conditions, this is a conditional filtering rule", then click "Add condition".

• The available conditions depend on the strategy's channel:

Operators:

• "Message content" and "Outbound campaign": match with wildcards / does not match (with wildcards)
• "Hour": greater or equal than / lower or equal than (00:00 to 23:59, every 15 minutes)
• "Day": greater or equal than / equal / is not / lower or equal than

⚠ (1) Warning: punctuation is not taken into account (?, !, ; etc...) 

⚠ In your filtering rules conditions (Messenger, WhatsApp), make sure to respect these 4 elements:

• add key words in lower case and without accent
• use negative conditions such as: "Content of the message does not contain" to facilitate distribution
• do not use the ( | ) format

• but use one word per condition *word*

• Click "Create" to save each rule, then "Publish" to activate the strategy.

3. Create an hourly filter rule

Adding a time filter allows you to set up a differentiated treatment of conversations according to their creation date/time.

This type of rule can allow you to set up a specific distribution from 9am to 8pm and another distribution from 8pm to 9am. Or even the week/weekend.

How to do it ?

• Define the name of your filtering rule (for example "Opening Hours")
• Then, in the list of conditions choose the slots you want

Filter Hour

Filter Day

If you choose to filter conversations by time slots, make sure you cover the 24 hours of a day! If a time slot is forgotten, all messages received in that slot will not be sent to your advisors' desks.

The same is true if you choose to filter by day of the week: don't forget one!

Example : I want to create a filtering rule for messages from 8:30am to 8pm. And another one for the rest of the day.

1/ I create a rule that I call "Hours worked".
2/ In the conditions menu I click on "Hour".
3/ I create a condition Hour "greater or equal than" 08:30. I validate.
4/ I create a second condition Hour "lower or equal than" 20:00. I validate.

 

I validate this first filtering rule.

5/ I create a filtering rule that I call "Non-working hours evening".
6/ In the conditions menu I click on "Hour".
7/ I create a condition Hour "greater or equal than" 20:00. I validate.
8/ I create a second condition Hour "lower or equal than" 23:59. I validate.
I validate this second filtering rule.

9/ I create a filtering rule that I call "Non-working hours morning".
10/ In the conditions menu I click on "Hour".
11/ I create a condition Hour "greater or equal than" 00:00. I validate.
12/ I create a second condition Hour "lower or equal than" 08:30. I validate.
I validate this third filtering rule.

The 24 hours of a day are covered, everything is good.
I continue my configuration.

 

Good to know :

• The defined times and days follow the project time zone (sid). You can check/edit the time zone of your project from your avatar menu > Projects.
• It is possible to combine day and time filters. Be careful to cover all days of the week and all hours.

 

4. Add your filtering rule to a routing rule

After creating your filtering rule, add it to a new or existing routing rule, so that messages can be received by the dedicated agents. Click on "Engagement" > "Routing".