Difference between revisions of "ATC/Current/AdminGuide/Chat offers"
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|Platform=PureEngage, PureConnect, PureCloud | |Platform=PureEngage, PureConnect, PureCloud | ||
|TocName=Web chats | |TocName=Web chats | ||
| − | |Context=Web chats present current promotions or important announcements to | + | |Context=Web chats present current promotions or important announcements to customers via simple chat windows. |
|Section={{Section | |Section={{Section | ||
|sectionHeading=About WebChats | |sectionHeading=About WebChats | ||
| Line 11: | Line 11: | ||
|alignment=Vertical | |alignment=Vertical | ||
|gif=No | |gif=No | ||
| − | |structuredtext=A Web chat engages your | + | |structuredtext=A Web chat engages your customers through a standard chat window that proactively appears while they are on your website. |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| − | |sectionHeading=Offer | + | |sectionHeading=Offer text |
|Type=Structured | |Type=Structured | ||
|anchor=OfferText | |anchor=OfferText | ||
|alignment=Horizontal | |alignment=Horizontal | ||
| − | |image= | + | |image=WebChatDesignGPE2920.png |
|gif=No | |gif=No | ||
| − | |structuredtext=Specify the text that appears when the chat | + | |structuredtext=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 [https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/WebChat Web chat.] | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
| Line 31: | Line 37: | ||
|image=WebChatQuestions0131.png | |image=WebChatQuestions0131.png | ||
|gif=No | |gif=No | ||
| − | |structuredtext=Specify the questions that the chat window asks the | + | |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 | |fullwidth=No | ||
|Status=No | |Status=No | ||
Revision as of 15:37, April 12, 2019
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Contents
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.
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.
Apply to pages
Use the fields to build an expression that tells Genesys Predictive Engagement where to display the chat.
The following table illustrates expressions that use the equals and like operators for the genesys.com platform.
| Operator | Note | Example expression | Matched pages |
| equals | This operator requires a full URL. | equals:platform | https:www.genesys.com |
| like | This operator accepts a partial URL. | like:platform | All pages on:
/pureconnect /purecloud /pureengage
|
Route chats to a team
Configure how Genesys Predictive Engagement routes chats that this action map generates:
Priority
Genesys Predictive Engagement 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.
Important
If multiple action maps target the same segment at the same time, and they have the same priority, then Genesys Predictive Engagement will display each one a set percentage of the time. For example, if two action maps exist, then Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, then Genesys Predictive Engagement displays each one 33% of the time.Comments or questions about this documentation? Contact us for support!