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.

View a short video on creating entry points.

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.
  3. Under General channel features, click Guide.

  4. Click Add Entry point.

    The Entry Point page where you define entry points for channels to offer in Guide
  5. Enter a Name for the entry point.
  6. Use the drop-down to assign an Entry Point Type.

  7. 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.

  8. Click Save.

  9. Expand the drop-down below that matches your Entry Point Type.

    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.

    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.

    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-NAME, replacing PAGE-NAME with the name of the page linked to your messaging app. 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 CXone Account Representative.
    Field Details
    Channel Select the channel to use.
    Field Details
    Phone Enter the Phone number, starting with the country's international prefix. Do not use dashes or spaces.
    Field Details
    Knowledge Base

    Select the CXone Expert knowledge base to use and then click Save.

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

    Article search

    Start typing text that appears in the title or body of the article(s) in the Article search field to find articles to offer with this entry point. When articles appear, click Add to move an article from the search results 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.
  10. Click Save.

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

Manage 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.