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

Revision as of 19:40, January 26, 2021

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

About web messaging

Feature coming soon: Web messaging

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

Create an action map for the web chat offer

Configure the activation time and duration

Activation time: When to present the web chat offer.
Time range: Time during which to present the web chat offer.
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

Offer title text: Text to display in the title bar of the chat.
Offer text: Text to display 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 chat window

Your chat window can capture essential information about your visitors. For example:

Company name
Email
Family name
Gender
Given name
Phone number

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

[Type]: Type of information to capture.
[Label]: Label to display to visitors.
Required: If selected, the data is required.
Delete icon: Removes the item.
Add more: Click to add another item to capture.
Done: Saves your changes.

Important

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.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Web chats
+|DisplayName=Create a web chat offer
-|TocName=Web chats
+|TocName=Create a web chat offer
-|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.
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
-|Prereq='''Prerequisites'''
-*[https://help.mypurecloud.com/articles/?p=195191 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
-|sectionHeading=Overview
+|sectionHeading=About web messaging
-|anchor=AboutWebChats
+|anchor=WebMessaging
+|alignment=Vertical
+|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}This article applies only to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|Status=No
+}}{{Section
+|sectionHeading=Create an action map for the web chat offer
 |alignment=Horizontal
 |Media=Video
 |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.
-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 customer engagement. To design a web chat, you define the:
-*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=Timing}}
-*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatOffers|display text=Chat offer}}
-*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatWindow|display text=Chat window}}
 |Status=No
 }}{{Section
-|sectionHeading=Chat offer
+|sectionHeading=Configure the activation time and duration
+|alignment=Horizontal
+|Media=Image
+|image=Timing.png
+|structuredtext=*'''Activation time:''' When to present the web chat offer.
+*'''Time range:''' Time during which to present the web chat offer.{{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
+}}{{Section
+|sectionHeading=Configure the chat offer
 |anchor=ChatOffer
 |alignment=Horizontal
 |Media=Image
 |image=WebChatDesignGPE2920.png
-|structuredtext=#Specify the '''Offer title text'''. This text appears in the title bar of the chat.
+|structuredtext=*'''Offer title text:''' Text to display in the title bar of the chat.
-#Specify the '''Offer text'''. This text invites the customer to chat.
+*'''Offer text:''' Text to display to invite the visitor to chat.
-#Specify the '''Accept button caption'''. This text appears on the button that accepts the chat offer.
+*'''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.
+*'''Decline button caption:''' Text to display on the button that declines the chat offer.
-#Click '''Next: Chat window'''.
 |Status=No
 }}{{Section
-|sectionHeading=Chat window
+|sectionHeading=Configure the chat window
 |anchor=ChatWindow
 |alignment=Horizontal
 |Media=Image
 |image=ChatWindow.png
-|structuredtext=Your chat window includes fields that capture essential information about your customers. For example:
+|structuredtext=Your chat window can capture essential information about your visitors. For example:
 *Company name
@@ Line 52: / Line 52: @@
 *Phone number
-We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.
+{{MintyDocsProduct}} pre-populates some items for you. However, you can change the settings as necessary.
-#From the list, select the type of information.
+#'''[Type]:''' Type of information to capture.
-#In the box, type the label that customers see.
+#'''[Label]:''' Label to display to visitors.
-#To make a field required, select the '''Required''' box.
+#'''Required:''' If selected, the data is required.
-#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.|}}<br />
+#'''Delete icon:''' Removes the item.
-#To add another field, click '''Add More'''.
+#'''Add more:''' Click to add another item to capture.
-#When you are finished, click '''Done'''.
+#'''Done:''' Saves your changes.
-|Status=No
+{{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.|}}<br />
-}}{{Section
-|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.
-{{!}}-
-{{!}}'''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=No
-}}{{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
 }}
 }}

Genesys Predictive Engagement Administrator's Guide

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Global settings

Segments

Outcomes

Action maps

Actions

Journey shaping

Journey data

Analytics

Compliance

Audit logs

FAQs