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

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|fullwidth=No
 
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|sectionHeading=Apply to pages
 
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|anchor=ApplytoPagesExample
 
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|alignment=Horizontal
 
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|image=ApplytoPages0131.png
 
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|gif=No
 
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|structuredtext=Use the fields to build an expression that tells {{MINTYDOCSPRODUCT}} where to display the chat.
 
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|fullwidth=Yes
 
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|structuredtextwide=The following table illustrates expressions that use the '''equals''' and '''like''' operators for the genesys.com platform.<br />
 
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{{{!}} class="wikitable"
 
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{{!}}-
 
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{{!}}{{!}}'''Operator'''
 
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{{!}}{{!}}'''Note'''
 
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{{!}}{{!}}'''Example expression'''
 
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{{!}}{{!}}'''Matched pages'''
 
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{{!}}-
 
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{{!}}{{!}}equals
 
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{{!}}{{!}}This operator requires a full URL.
 
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{{!}}{{!}}equals:platform
 
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{{!}}{{!}}https:www.genesys.com
 
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{{!}}-
 
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{{!}}{{!}}like
 
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{{!}}{{!}}This operator accepts a partial URL.
 
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{{!}}{{!}}like:platform
 
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{{!}}{{!}}All pages on:
 
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/pureconnect
 
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/purecloud
 
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/pureengage
 
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{{!}}}
 
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|sectionHeading=Updates for Route chats to a team
 
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|alignment=Vertical
 
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|structuredtext=Configure how {{MINTYDOCSPRODUCT}} routes chats that this action map generates:
 
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* {{#mintydocs_link:topic=Route_PureEngage|manual=AdminGuide|version=Current|link text=PureEngage}}
 
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* {{#mintydocs_link:topic=Route_PureEngage|manual=AdminGuide|version=Current|link text=PureConnect}}
 
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|Status=Yes
 
 
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}}{{Section
 
|sectionHeading=Route chats to a team
 
|sectionHeading=Route chats to a team
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|anchor=RouteTeam
 
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|image=WebChatRouteTo.png
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|image=RouteToTeamEWT.png
 
|gif=No
 
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|structuredtext=Configure how {{MINTYDOCSPRODUCT}} routes chats that this action map generates:
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|structuredtext=# Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
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* {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Route_PureEngage|display text=PureEngage}}
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# To ensure that {{MINTYDOCSPRODUCT}} presents the chat '''only''' if agents are available to engage with the customer, turn on the '''Team Availability''' button.
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* {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Route_PureConnect|display text=PureConnect}}
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|fullwidth=No
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{{NoteFormat|
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|Status=No
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* If you do not select a team, {{MINTYDOCSPRODUCT}} sends all chats from this action map to a default or general queue for your team.
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}}{{Section
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* If you do not turn on the '''Team Availability''' button, {{MINTYDOCSPRODUCT}} sends the chat to the team regardless of whether an agent in the team is available or not.
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|sectionHeading=Priority
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|1}}
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|Type=Structured
 
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|anchor=Priority
 
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|alignment=Horizontal
 
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|image=SetPriorityPEPC.png
 
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|gif=No
 
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|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}}
 
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 15:32, May 7, 2019

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

Web chats present current promotions or important announcements to customers via simple chat windows.

About WebChats

A Web chat engages your customers through a standard chat window that proactively appears while they are on your website.

Offer text

Specify the text that appears when the offer appears:

  • Title text: This text appears in the title bar of the chat.
  • Offer text: This text invites the customer to chat.
  • Confirm button: This text appears on the button that accepts the chat offer.
  • Decline button: This text appears on the button that declines the chat offer.
For information on how to further customize the appearance of the chat offer, see Web chat.

Questions

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.

Route chats to a team

  1. Click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center. The team you select appears blue.
  2. To ensure that Genesys Predictive Engagement presents the chat only if agents are available to engage with the customer, turn on the Team Availability button.
Important
  • If you do not select a team, Genesys Predictive Engagement sends all chats from this action map to a default or general queue for your team.
  • If you do not turn on the Team Availability button, Genesys Predictive Engagement sends the chat to the team regardless of whether an agent in the team is available or not.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Chat_offers (2024-11-09 15:03:50)"
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