Design a business rule

When designing a business rule, consider the following key questions to ensure that it meets visitor needs:

• Does a business rule improve the customer experience?

• Does it target customers at the right time?

Business rule conditions must include the following components in their design:

• Who to target?

  Decide which users to target for this rule, for example, enterprise business customers only. For details, see Design who to target.

• What medium to use?

  Decide how to engage with users, either:

  • a reactive click-to-chat button

  • a proactive invitation to chat

  For details, see Design what medium to use.

• When to engage?

  Choose the timing and conditions for launching the rule. The goal is to target the user before frustration and abandonment set in. Decide which actions will target visitors, for example:

  • a user who has been on the site for 5 minutes and scrolled to the bottom of the page, which may indicate the user is searching for something in particular and having difficulty finding it

  • a user who has scrolled back up to the top of the page and hovered for 5 seconds, which may indicate that the user is comparing information, and needs assistance on determining the product selection

  For details, see Design when to engage.

• Where?

  Choose the launch zones for where to launch the rule. There are specific areas of the site where the rule should fire. You can configure the rule to launch either:

  • in a single web page, such as a "Contact Us" page

  • in a content group, which is a set of related pages (such as for the entire device buy-flow purchasing pages) that you can create

  For details, see Design where to engage.

• How?

  Decide how to design the communication that will invite the customer. Options include:

  • a unique chat button to invite the customer to engage

  • a unique invitation graphic with text such as "Ask now" or "Questions about products?" (for product help)

  This can be generic or specific for one or more web pages.

  For details, see Design how to engage.

• Why?

  Decide on the purpose of a business rule, and its priority relative to other business rules. For example, you may want to check agent-group availability and queue depth (q-threshold) to keep agents utilized during low volume times, and determine whether to offer a live-chat option. Q-threshold is explained in Design when to engage.

  For details, see Design why to engage.