Create Entry Points

You must create an entry point for each digitalClosed Any channel, contact, or skill associated with Digital Experience. channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to provide on your website. Once you finish creating an entry point, you can access it from a Guide template or a proactive offer.

Create the channel button for the entry point before starting this task.

  1. Click the app selector icon of app selector and select Guide.
  2. Click Entry Points.

  3. Click New Entry Point.

    The Entry Point page where you define entry points for channels to offer in Guide
  4. Enter an Entry point name.

  5. Use the drop-down to select an Entry Point Type.

    Possible entry types are:

    • Chat

    • Email

    • SMS Messaging

    • Voice

    • Custom

    • Knowledge Base

    Each different type of entry point requires different information. See the sections below for defining each type of entry point.

  6. Set Default button to the button you created for the channel. This button is used for the entry point unless a different channel button is set in a template.
  7. Click Save.

If you need more help with configuring entry points, contact your Account Representative.

Defining a Chat Entry Point

To define a chat entry point, set the following values:

Field Details
Channel Select the chat channel to use.

Precontact web survey

If needed, choose a precontact survey form. This form lets you display additional fields that will appear in the Guide widget after the default Name field that is required to start a chat.

As a best practice, choose a precontact survey form that defines custom fields to collect the following information:

  • Email address of the visitor

  • Purpose for the chat

The precontact survey form can also include a label and icon that is defined in the template.

Specifying a precontact web survey form is optional.

Defining an Email Entry Point

To define an email entry point, set the following values:

Field Details
Channel Select the email channel to use.

Precontact web survey

If needed, choose a precontact survey form. This form lets you display additional fields that will appear in the Guide widget after the default email fields. The default email fields are:

  • Name (Mandatory)

  • Email (Mandatory)

  • Subject (Mandatory)

  • Message (Mandatory)

The precontact survey form can also include a label and icon that is defined in the template.

Specifying a precontact web survey form is optional.

Defining an SMS Entry Point

To define an SMS entry point, set the following value:

Field Details
Channel Select the SMS channel to use.

Defining a Voice Entry Point

To define a voice entry point, set the following value:

Field Details
Phone Enter the Phone number, starting with the country's international prefix. Do not use dashes or spaces.

Defining a Custom Entry Point

To define a custom entry point, set the following values:

Field Details
Channel

Select the digitalClosed Any channel, contact, or skill associated with Digital Experience. messaging channel to use. Only channels configured in Digital Experience are available. Possible messaging channels include:

Url

Enter the Url used to initiate the conversation for the selected messaging platform. The URL varies based on the messaging channel:

  • Apple Messages for Business. Use this URL: https://bcrw.apple.com/urn:biz: BUSINESS-ID, replacing BUSINESS-ID with the business ID you received from Apple after registering with Messages for Business. See the Apple Messages for Business documentation for more information.

  • Facebook Messaging. Use the m.me URL service provided by Meta that redirects people to a person, page, or conversation in Messenger. For example, use http://m.me/PAGE-ID, replacing PAGE-ID with the ID of the page linked to your messaging app. To get the page ID, go to your Facebook account page, click About > Page Transparency. Copy the Page ID value shown. See the Meta for Developers Messenger Platform documentation for more information.

  • Instagram Direct. Use this URL: https://ig.me/m/USER-NAME, replacing USER-NAME with the IG handle of the Instagram account. See the Meta for Developers Instagram Messaging documentation for more information.

  • LINE. Use this URL: https://line.me/R/ti/p/PERCENT-ENCODED-LINE-ID, replacing PERCENT-ENCODED-LINE-ID with the a percent encoded line ID, such as %40linedevelopers. See the LINE developers documentation for more information.

  • X Messaging. Use this URL: https://twitter.com/messages/compose?recipient_id=NUMBER, replacing NUMBER with the recipient ID. See the X developer documentation for Direct Message Button.

  • Viber. Use this URL: viber://pa?chatURI=URI-VALUE, replacing URI-VALUE with the URI of your bot. See the Viber developer documentation for more information.

  • WhatsApp. Use this URL: https://wa.me/NUMBER, replacing NUMBER with a full phone number in international format. Omit any zeroes, brackets, or dashes when adding the phone number in international format. See the WhatsApp documentation for more information.

If you're not sure how to get the URL you need, contact your Account Representative.

Defining a Knowledge Base Entry Point

To define a knowledge base entry point, set the following values:

Field Details
Knowledge Base

Select the Expert knowledge base to use.

This entry point requires an integration with Expert. For complete details, see Integrate Guide with Expert.

Article

Start typing text that appears in the title or body of the article(s) in the Article field to find articles to offer with this entry point. Click on the article title to add it to the default articles list. Only articles listed under the Default articles are used by the entry point.

If you do not see the article you need, you may need to write the article and add it to the knowledge base.

Managing Entry Points

You cannot delete an entry point that is in use by a template. Edit the template to use a different entry point or delete the template if no longer needed. Then you can delete the entry point by clicking Delete.