Difference between revisions of "ATC/Current/AdminGuide/Chat offers"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Web chats
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|DisplayName=Create a web chat offer
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|TocName=Web chats
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|TocName=Create a web chat offer
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|Context=Web chats present current promotions or important announcements to customers via simple chat windows.
+
|Context=Learn how to create a web chat offer for your website.
 +
|Dimension=WebChat
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
−
|Prereq='''Prerequisites'''
 
−
 
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
 
−
**'''Journey '''>''' Action Map '''>''' Add ''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
 
−
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
 
 
|Section={{Section
 
|Section={{Section
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|sectionHeading=Overview
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|alignment=Vertical
−
|anchor=AboutWebChats
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|structuredtext={{NoteFormat|This article only applies to customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud CX customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|}}<br />
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Example: Create an action map for a web chat offer
 +
|anchor=Video
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Video
 
|Media=Video
 
|image=384131154
 
|image=384131154
−
|structuredtext=A web chat is a {{GlossaryTooltip|term=web action}} that engages your customers through a standard chat window that proactively appears while they are on your website.  
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|structuredtext=This video shows how to create an action map for offering a web chat to visitors on your website.
−
 
+
|Status=No
−
To create a web chat, start by {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=creating an action map}} that uses a web chat as its method of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=customer engagement.}} To design a web chat, you define the:
+
}}{{Section
 +
|sectionHeading=Configure an action map to offer a web chat
 +
|anchor=ConfigWebChat
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=Create Web message offer1.png
 +
|structuredtext=To offer a web chat on your website, configure an action map for it. The action map defines the conditions that trigger the web chat offer. For more information about creating action maps, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps}}.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Select the web chat action
 +
|anchor=SelectWebChatAction
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=WebchatAction.png
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Configure the activation time and duration
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=Timing.png
 +
|structuredtext=Specify when to present the web chat offer and the time period during which to present it.
  
−
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=Timing}}
+
*'''Activation time'''
−
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatOffers|display text=Chat offer}}
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**'''Immediately:''' Present the web chat offer as soon as a visitor arrives on your website.
−
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatWindow|display text=Chat window}}
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**'''On return to site:''' Present the web chat offer when a visitor returns to your website.
 +
**'''Delay:''' Delay presenting the web chat offer the specified number of seconds or minutes after a visitor arrives on your website.
 +
*'''Time range:''' Time period to present the web chat offer. To present the offer indefinitely, don't specify an end date. {{NoteFormat|To designate when agents are available, you can {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=select a schedule group}}. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.|}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Chat offer
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|sectionHeading=Configure the chat offer content
 
|anchor=ChatOffer
 
|anchor=ChatOffer
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=WebChatDesignGPE2920.png
 
|image=WebChatDesignGPE2920.png
−
|structuredtext=#Specify the '''Offer title text'''. This text appears in the title bar of the chat.
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|structuredtext=*'''Offer title text:''' Text to display in the title bar of the chat window.
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#Specify the '''Offer text'''. This text invites the customer to chat.
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*'''Offer text:''' Text to display in the chat window to invite the visitor to chat.
−
#Specify the '''Accept button caption'''. This text appears on the button that accepts the chat offer.
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*'''Accept button caption:''' Text to display on the button that accepts the chat offer.
−
#Specify the '''Decline button caption''' This text appears on the button that declines the chat offer.
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*'''Decline button caption:''' Text to display on the button that declines the chat offer.
−
#Click '''Next: Chat window'''.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Chat window
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|sectionHeading=Configure the visitor data to capture
 
|anchor=ChatWindow
 
|anchor=ChatWindow
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=ChatWindow.png
 
|image=ChatWindow.png
−
|structuredtext=Your chat window includes fields that capture essential information about your customers. For example:
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|structuredtext=Your chat window can capture essential information about your visitors. For example, company name, email, family name, gender, given name, and phone number. 
  
−
*Company name
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{{MintyDocsProduct}} pre-populates some items for you. However, you can change the settings as necessary.
−
*Email
 
−
*Family name
 
−
*Gender
 
−
*Given name
 
−
*Phone number
 
  
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We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.
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#'''[Type]:''' Type of data to capture.
 +
#'''[Label]:''' Data label to display to visitors.
 +
#'''Required:''' If selected, visitors are required to provide the data.
 +
#'''Delete icon:''' Allows you to remove the data item from the chat window.
 +
#'''Add more:''' Allows you to add another data item to the chat window.
 +
#'''Done:''' Saves your changes.
  
−
#From the list, select the type of information.
 
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#In the box, type the label that customers see.
 
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#To make a field required, select the '''Required''' box.
 
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#To delete a field, click '''Delete'''.{{NoteFormat|'''Genesys Engage''': Your chat window fields must include both the '''Given Name''' and '''Family Name''' fields. These correspond to the '''First Name''' and '''Last Name''' fields in Genesys Engage. Web chats without this information will fail to start.|}}
 
−
 
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#To add another field, click '''Add More'''.
 
−
#When you are finished, click '''Done'''.
 
−
|Status=No
 
−
}}{{Section
 
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|sectionHeading=Monitor a web chat's performance
 
−
|anchor=WCMonitor
 
−
|alignment=Vertical
 
−
|structuredtext=Use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} to monitor your web chats. The following table defines the available metrics for this report:
 
−
{{{!}} class="wikitable"
 
−
{{!}}'''Metric'''
 
−
{{!}}'''Description'''
 
−
{{!}}-
 
−
{{!}}'''Web Actions Qualified'''
 
−
{{!}}Number of customers who matched a segment, activity, or outcome score that triggered the action map.
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Offered'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers to whom {{MINTYDOCSPRODUCT}} offered a web chat.
 
−
'''Note:''' When a visitor qualifies for an action map, it does not necessarily mean that {{MINTYDOCSPRODUCT}} offers them a web chat immediately. For example, {{MINTYDOCSPRODUCT}} does not offer a web chat if the visitor matches a segment for the action map, but is not on the webpage that triggers the action. {{MINTYDOCSPRODUCT}} also does not offer a web chat if there are no agents available. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who accepted a web chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Started'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who completed the form to start a chat and waited for an agent to connect.
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who successfully connected with an agent via chat.
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who dismissed or rejected an offer to chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat.
 
−
{{!}}-
 
−
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Errored'''
 
−
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who experienced an error while being offered a web chat. This can happen before or after a web chat is offered.
 
−
{{!}}-
 
−
{{!}}'''Web Actions Timed Out'''
 
−
{{!}}Not applicable
 
−
{{!}}-
 
−
{{!}}'''Web Actions Abandoned'''
 
−
{{!}}Number of customers who stopped a chat before reaching a resolution with an agent.
 
−
'''Note:''' This metric specifically counts each web chat that a customer explicitly closes by clicking the "x" after the web chat has been started. This metric does not count "implicit abandons," which happen when the customer closes the web page on which the web chat was offerred.
 
−
{{!}}}
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=AI-160 Updates
 
−
|alignment=Vertical
 
−
|structuredtext=Add this row to the bottom of the table in the previous section:
 
 
<br />
 
<br />
−
{{{!}} class="wikitable"
+
|structuredtextwide={{NoteFormat|'''Genesys Multicloud CX''': Your chat window fields must include both the '''Given Name''' and '''Family Name''' fields. These correspond to the '''First Name''' and '''Last Name''' fields in Genesys Multicloud CX. Web chats without this information will fail to start.|}}
−
{{!}}+
 
−
!
 
−
!
 
−
{{!}}-
 
−
{{!}}
 
−
{{!}}
 
−
{{!}}-
 
−
{{!}}
 
−
{{!}}
 
−
 
 
−
{{!}}-
 
−
{{!}}'''Web Actions After Hours'''
 
−
{{!}}Number of customers who qualified for a chat outside of the hours agents are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} to accept chats.
 
−
{{!}}}
 
−
|Status=Yes
 
−
}}{{Section
 
−
|sectionHeading=Web chat lifecycle
 
−
|anchor=ExWebChatMetrics
 
−
|alignment=Vertical
 
−
|structuredtext=For complete information about the lifecycle of a web chat and the metrics that we capture at each stage, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle}}.
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 21:27, November 9, 2021

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to create a web chat offer for your website.

Important
This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Example: Create an action map for a web chat offer

This video shows how to create an action map for offering a web chat to visitors on your website.

Configure an action map to offer a web chat

To offer a web chat on your website, configure an action map for it. The action map defines the conditions that trigger the web chat offer. For more information about creating action maps, see Create an action map.

Select the web chat action

Configure the activation time and duration

Specify when to present the web chat offer and the time period during which to present it.

  • Activation time
    • Immediately: Present the web chat offer as soon as a visitor arrives on your website.
    • On return to site: Present the web chat offer when a visitor returns to your website.
    • Delay: Delay presenting the web chat offer the specified number of seconds or minutes after a visitor arrives on your website.
  • Time range: Time period to present the web chat offer. To present the offer indefinitely, don't specify an end date.
    Important
    To designate when agents are available, you can select a schedule group. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.

Configure the chat offer content

  • Offer title text: Text to display in the title bar of the chat window.
  • Offer text: Text to display in the chat window to invite the visitor to chat.
  • Accept button caption: Text to display on the button that accepts the chat offer.
  • Decline button caption: Text to display on the button that declines the chat offer.

Configure the visitor data to capture

Your chat window can capture essential information about your visitors. For example, company name, email, family name, gender, given name, and phone number.

Genesys Predictive Engagement pre-populates some items for you. However, you can change the settings as necessary.

  1. [Type]: Type of data to capture.
  2. [Label]: Data label to display to visitors.
  3. Required: If selected, visitors are required to provide the data.
  4. Delete icon: Allows you to remove the data item from the chat window.
  5. Add more: Allows you to add another data item to the chat window.
  6. Done: Saves your changes.

Important
Genesys Multicloud CX: Your chat window fields must include both the Given Name and Family Name fields. These correspond to the First Name and Last Name fields in Genesys Multicloud CX. Web chats without this information will fail to start.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Chat_offers (2024-11-09 12:56:05)"
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