Design where to engage

There are three categories for specifying where to engage:

• A global rule is a business rule that fires at a global level on the entire website or on all tagged pages. Therefore, the rule is applicable to all site pages. The most common global rule is a suppression rule, which prevents firing a business rule based on funnel level, site visits, etc. Funnel levels are described in Proactive chat funnels..

• A content group is a grouping of similar pages. You can set a business rule to fire at all content-group pages, if the targeting conditions are all the same. For example, a content group can be:

  • the sales / marketing product pages

  • the buy-flow, which are pages from the cart to the page before the confirmation page

  Common content-group business rules are:

  • time in section

  • on page landing

  • page view

  • backtrack

• A page-specific rule is a rule that fires on a single page or specified in the rule conditions to fire on a list of page markers.

Common page-specific rules are:

• form-field issues

• error rules

• complex targeting conditions

In this example, suppose that the business rule will launch on all credit-card inquiry marketing pages.

The updated business-rule builder is:

Who	new credit card inquiry customers
What	reactive live chat (C2C Click to chat, or click to call.)
When	on page landing
Where	all credit-card inquiry marketing pages
How
Why

In another example, if the business rule launches a proactive chat instead of a reactive chat, the business-rule builder is:

Who	new credit card inquiry customers
What	proactive live chat
When	visitor is on marketing pages for 5 minutes
Where	marketing content group (funnel level 2)
How
Why