Difference between revisions of "Draft: ATC/Current/AdminGuide/Overview action maps"

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segment

A group of customers who share similar behavior or characteristics.

web action

An action that interacts directly with users through a web page. For example, content offers and web chats are web actions.

action map

The definition of how Altocloud will interact with specific users. Action maps define which users, which webpages, and which types of engagements to use. For example, an action might display an offer to chat to all users from Canada who visit a Fall Clearance page.

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* Some action maps use {{GlossaryTooltip|term=web action}}'''s'''. Web action engage directly with a customer. For example, you can create an action map that presents a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chat}} to visitors who go to a particular page for your current promotional campaign. The chat might ask the customer whether they want to talk directly with someone in sales who could then help them complete their purchase.
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* Some action maps, such as {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_webhooks|display text=webhooks}}, use actions that react to user behavior, but do not interact directly with a user.
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*Some action maps use {{GlossaryTooltip|term=web action}}'''s'''. Web action engage directly with a customer. For example, you can create an action map that presents a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chat}} to visitors who go to a particular page for your current promotional campaign. The chat might ask the customer whether they want to talk directly with someone in sales who could then help them complete their purchase.
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*Some action maps, such as {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_webhooks|display text=webhooks}}, use actions that react to user behavior, but do not interact directly with a user.
 
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*'''URL''': For action maps that use {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}}, you can {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=apply an action map to specific webpages}}.
 
*'''URL''': For action maps that use {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}}, you can {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=apply an action map to specific webpages}}.
 
*'''Timing''': When you select the action for an action map, you specify {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=when the action works}}.
 
*'''Timing''': When you select the action for an action map, you specify {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=when the action works}}.
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*'''Schedule''': For action maps that offer web chats, you can select a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=schedule}} that indicates when the contact center is open to interact with customers.
 
*'''Activation status:''' An action must be {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Activate_inactivate|display text=active}} in order for it to work.
 
*'''Activation status:''' An action must be {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Activate_inactivate|display text=active}} in order for it to work.
 
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Latest revision as of 18:17, July 31, 2020

This is a draft page; the published version of this page can be found at ATC/Current/AdminGuide/Overview action maps.
This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

An action map represents the steps that Altocloud takes to achieve a particular business result.

Actions

For each action map, you must select its action.

  • Some action maps use web actions. Web action engage directly with a customer. For example, you can create an action map that presents a web chat to visitors who go to a particular page for your current promotional campaign. The chat might ask the customer whether they want to talk directly with someone in sales who could then help them complete their purchase.
  • Some action maps, such as webhooks, use actions that react to user behavior, but do not interact directly with a user.

Qualified action maps

When you create an action map, you define its trigger. The trigger determines when the action map is "qualified." When an action map is qualified, it means that Altocloud could use it, depending on the other offer-related considerations.

The types of triggers that you can define are:

  • Who the customer is (what group or segment the customer belongs to)
  • What actions the customer takes on your website

Offered action maps

The following considerations determine whether a qualified action map is actually offered to a user:

  • Priority: The action map's priority determines which action map is offered in the event that multiple action maps are qualified for a user.
  • URL: For action maps that use web chats, you can apply an action map to specific webpages.
  • Timing: When you select the action for an action map, you specify when the action works.
  • Schedule: For action maps that offer web chats, you can select a schedule that indicates when the contact center is open to interact with customers.
  • Activation status: An action must be active in order for it to work.