Manage actions for a business rule

The Actions tab of the Create Rule or Edit Rule page specifies which action the business rule launches once the conditions are met.

To open the Actions tab:

  1. Navigate to Administration > Program Management > Business Rules.

  2. Do one of the following:

    • To create a rule, click the New button and select a rule type. The Create Rule page opens.

    • To edit a rule, double-click it in the table. The Edit Rule page opens.

  3. Click the Actions tab.

  1. Enter or update the following fields in the Actions tab, which are supported only for a launch rule. If you change tabs or click Save before populating the required fields, then the tab displays a red icon and the required fields are highlighted in red.

Field Description
Launch Type

Select one of the following:

  • Proactive: This business rule launches an engagement window.

  • Reactive: This business rule displays a chat button that the user can click to display an engagement window.
Product Type

Select the type of response.

  • Chat / Content / Guide
Spec by

Select one of the following specifications:

  1. In the first drop-down list, select either ID or Name to choose whether to identify the specification by its numerical ID or its name.

  2. In the second drop-down list, select the specification.

Select

  1. Click Add Additional Overrides to display override controls, which are supported only for a launch rule. If an override control is specified and the value matches, this prevents the action from launching, even when the rule conditions are met.

Tip: Use this section to change any default settings that are in either a C2C or chat specification (as described in Launch rules), such as the chat theme or the default rule behavior, for example, ignoring agent availability.

Field Description
Agent Exit Line A message displayed when an agent leaves the chat, which overrides the rule.
Agent Name An agent name that overrides the rule.
Auto-Opener

  1. In the first drop-down list, select either ID or Name to choose whether to identify the auto-opener by its numerical ID or its name.

  2. In the second drop-down list, select the auto-opener.

Automaton Select the automaton from the drop-down list.
Automaton Specification

Legacy option for defining a VA specification. However, it is not required for Mix-based applications.

  1. Click + Add Additional Item.

  2. Select one of the following:

  • Number Constant

  • Number Input

  • Number Variable

  • String Constant

  • String Input

  • String Variable

  1. Enter the item name.

  2. Do one of the following:

  • For constants and variables, select from the drop-down list.

  • For values, enter in the text box.

  1. Repeat as required.
C2C Theme

A click-to-chat theme.

Note: Relevant only to the Reactive launch type.

  1. In the first drop-down list, select either ID or Name to choose whether to identify the click-to-chat theme by its numerical ID or its name.

  2. In the second drop-down list, select the click-to-chat theme.

Chat Specification

  1. In the first drop-down list, select either ID or Name to choose whether to identify the chat specification by its numerical ID or its name.

  2. In the second drop-down list, select the chat specification.

Chat Theme

  1. In the first drop-down list, select either ID or Name to choose whether to identify the chat theme by its numerical ID or its name.

  2. In the second drop-down list, select the chat theme.

Chat Theme - Embedded

A legacy chat theme.

Note: Relevant only to the Reactive launch type.

  1. In the Embedded Chat Theme By drop-down list, select either ID or Name to choose whether to identify the embedded chat theme by its numerical ID or its name.

  2. Select the chat theme from the second drop-down list.

  3. In the Embedded Parent Div ID drop-down list, enter the ID of the div element on the page where the chat theme is embedded.

Check Agent Availability Select Yes or No to check agent availability.
Check Agent Availability Interval

The agent availability for an active reactive rule on the page is rechecked at this interval, in seconds. If the agent availability status has changed during this interval, then the chat button’s state updates accordingly.

Note: The minimum recommended value is 45 seconds.

  • The first field is the recheck interval in seconds.

  • Total Poll Count: Optional. How many times to repoll the agent availability status at the defined interval.

  • Total Time to Poll: Optional.Time threshold for how many times to repoll the agent availability status at the defined interval. If both Total Poll Count and Total Time to Poll are defined, then Total Time to Poll takes priority.
Customer Name

  1. In the first drop-down list, select either Variable or ID for how to identify the customer name.

  2. Do one of the following: 

    • If you selected Variable, then select the variable for identifying the customer name from the second drop-down list.

    • If you selected ID, then enter the customer name.
Email Specification An email specification.
Ignore HOP Select Yes or No to set the rule to ignore the hours of operation for the agent group.
Page Element ID The page element ID for the C2C specification for legacy "Chat Application Type" rules.
Queue Messaging Specs Select a queue messaging specification(defined in a chat specification) from the drop-down list.
Script Tree Select a script tree from the drop-down list.

Note: Ignore the Add Automaton Parameters button. This is a legacy item that is no longer required for current rich-media configurations.

  1. Click Add Additional Actions to display controls. This is supported for all rule types.

Field Supported rule type Description
Clear Map Variable all Clears all key value pairs from the map variable.
Fire Custom Event all Triggers a custom event in the program that other rules and the customer’s page can listen for.
If/Else

  • override rule

  • worker rule

 If/else statement.
JavaScript Function all Executes a JavaScript function on the customer’s page.
Log all Prints a log to the console.
Send Data to Agent all Sends a data pass to an agent. The agent must be currently assigned to the engagement to receive the message.
Send Boolean Variable all Sets a Boolean variable as true or false.
Set Date Variable all Sets the date of a Date variable.
Set Map Variable all Sets key value pairs for the map variable.
Set Number Variable all Sets the value of a Number variable.
Set String Variable all Specifies the text in a String variable.
Show Survey all

Renders a survey.

Note: Use this only in non “Launch” rules.

  1. Click Save. This saves your changes, but it does not publish them to the production environment. To publish all rules to the production environment, on the Rules tab of the Business Rules page, click Publish.