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

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Web chats
+
|DisplayName=Create a web chat offer
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|Platform=PureEngage, PureConnect, PureCloud
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|TocName=Create a web chat offer
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|TocName=Web chats
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|Context=Learn how to create a web chat offer for your website.
−
|Context=Web chats present current promotions or important announcements to customers via simple chat windows.
+
|Dimension=WebChat
 +
|ComingSoon=No
 +
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=About WebChats
 
−
|Type=Structured
 
−
|anchor=AboutWebChats
 
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
+
|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 />
−
|structuredtext=A Web chat engages your customers through a standard chat window that proactively appears while they are on your website.
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Offer text
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|sectionHeading=Example: Create an action map for a web chat offer
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|Type=Structured
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|anchor=Video
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|anchor=OfferText
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=WebChatDesignGPE2920.png
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|Media=Video
−
|gif=No
+
|image=384131154
−
|structuredtext=Specify the text that appears when the offer appears:
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|structuredtext=This video shows how to create an action map for offering a web chat to visitors on your website.
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* '''Title text''': This text appears in the title bar of the chat.
+
|Status=No
−
* '''Offer text''': This text invites the customer to chat.
+
}}{{Section
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* '''Confirm button''': This text appears on the button that accepts the chat offer.
+
|sectionHeading=Configure an action map to offer a web chat
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* '''Decline button''': This text appears on the button that declines the chat offer.
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|anchor=ConfigWebChat
−
 
+
|alignment=Horizontal
−
For information on how to further customize the appearance of the chat offer, see [https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/WebChat Web chat.]
+
|Media=Image
−
|fullwidth=No
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|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
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Questions
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|sectionHeading=Select the web chat action
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|Type=Structured
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|anchor=SelectWebChatAction
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|anchor=Questions
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=WebChatQuestions0131.png
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|Media=Image
−
|gif=No
+
|image=WebchatAction.png
−
|structuredtext=Specify the questions that the chat window asks the customer. If the customer must respond to a question before proceeding with the chat, select '''Required'''.
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Apply to pages
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|sectionHeading=Configure the activation time and duration
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|Type=Structured
 
−
|anchor=ApplytoPagesExample
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=ApplytoPages0131.png
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|Media=Image
−
|gif=No
+
|image=Timing.png
−
|structuredtext=Use the fields to build an expression that tells {{MINTYDOCSPRODUCT}} where to display the chat.
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|structuredtext=Specify when to present the web chat offer and the time period during which to present it.  
−
|fullwidth=Yes
 
−
|structuredtextwide=The following table illustrates expressions that use the '''equals''' and '''like''' operators for the genesys.com platform.<br />
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
{{!}}{{!}}'''Operator'''
 
−
{{!}}{{!}}'''Note'''
 
−
{{!}}{{!}}'''Example expression'''
 
−
{{!}}{{!}}'''Matched pages'''
 
−
{{!}}-
 
−
{{!}}{{!}}equals
 
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{{!}}{{!}}This operator requires a full URL.
 
−
{{!}}{{!}}equals:platform
 
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{{!}}{{!}}https:www.genesys.com
 
−
{{!}}-
 
−
{{!}}{{!}}like
 
−
{{!}}{{!}}This operator accepts a partial URL.
 
−
{{!}}{{!}}like:platform
 
−
{{!}}{{!}}All pages on:
 
−
/pureconnect
 
−
 
 
−
/purecloud
 
−
 
 
−
/pureengage
 
−
 
 
  
−
{{!}}}
+
*'''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. {{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=Updates for Route chats to a team
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|sectionHeading=Configure the chat offer content
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|Type=Structured
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|anchor=ChatOffer
−
|alignment=Vertical
 
−
|gif=No
 
−
|structuredtext=Configure how {{MINTYDOCSPRODUCT}} routes chats that this action map generates:
 
−
* {{#mintydocs_link:topic=Route_PureEngage|manual=AdminGuide|version=Current|link text=PureEngage}}
 
−
* {{#mintydocs_link:topic=Route_PureEngage|manual=AdminGuide|version=Current|link text=PureConnect}}
 
−
|fullwidth=No
 
−
|Status=Yes
 
−
}}{{Section
 
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|sectionHeading=Route chats to a team
 
−
|Type=Structured
 
−
|anchor=RouteTeam
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=WebChatRouteTo.png
+
|Media=Image
−
|gif=No
+
|image=WebChatDesignGPE2920.png
−
|structuredtext=Configure how {{MINTYDOCSPRODUCT}} routes chats that this action map generates:
+
|structuredtext=*'''Offer title text:''' Text to display in the title bar of the chat window.
−
* {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Route_PureEngage|display text=PureEngage}}
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*'''Offer text:''' Text to display in the chat window to invite the visitor to chat.
−
* {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Route_PureConnect|display text=PureConnect}}
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*'''Accept button caption:''' Text to display on the button that accepts the chat offer.
−
|fullwidth=No
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*'''Decline button caption:''' Text to display on the button that declines the chat offer.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Priority
+
|sectionHeading=Configure the visitor data to capture
−
|Type=Structured
+
|anchor=ChatWindow
−
|anchor=Priority
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=SetPriority0131.png
+
|Media=Image
−
|gif=No
+
|image=ChatWindow.png
−
|structuredtext={{MINTYDOCSPRODUCT}} uses only one action map at a time for a given segment. If two action maps of the same type target the same segment at the same time, then the priority determines which action map the visitor experiences.{{NoteFormat| If multiple action maps target the same segment at the same time, and they have the same priority, then {{MINTYDOCSPRODUCT}} will display each one a set percentage of the time. For example, if two action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 50% of the time. If three action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 33% of the time.|1}}
+
|structuredtext=Your chat window can capture essential information about your visitors. For example, company name, email, family name, gender, given name, and phone number. 
−
|fullwidth=No
+
 
 +
{{MintyDocsProduct}} pre-populates some items for you. However, you can change the settings as necessary.
 +
 
 +
#'''[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.
 +
 
 +
<br />
 +
|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.|}}
 
|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 16:07:09)"
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