Use Cases

If you aren't sure how to implement Guide on your website, refer to these use cases for the high-level steps on implementing Guide engagements.

Offer Chat When Agents Are Available

Struggle: Hilary, the e-commerce sales manager at Classics, Inc., is expecting record sales for Cyber Monday. She will be fully staffed with agents to assist customers as they shop. She would like the chat button to appear on the home page of the website, but only when agents are available to assist shoppers.

Solution: Hilary creates a Guide rule to display the chat button on the home page of the website when agents are available to assist visitors:

A round blue button with an image of text message bubbles

If the visitor clicks the chat button, the chat channel appears in the Guide widget:

The Guide chat widget where the visitor enters identifying information before starting a chat.

Requirements: Guide and chat

step	details
Define the buttons and branding.	If not done already: Define the chat channel button. Define the branding to use for the Guide widget.
Create a chat entry point.	Create a chat entry point.
Create a single-channel template to display the Chat button.	Create a single-channel template: Set Template Type to Single Channel - One Button. Set Template position to Bottom right. Leave Theme color blank to use your branding color theme. Click Save. Set Entry point to the chat entry point you created. Leave Button blank to use the default chat button. After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the button to start a chat appears. Confirm that the branding looks right.
Create an engagement rule that displays the template on the home page of your website.	Create an engagement rule that displays the template with the chat button. To create the rule, click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Set Guide Template. From the Display this Guide template drop-down, select the single-channel template you created. Select Change template in real time to continuously check whether chat is available while the visitor is on a page, not just when the visitor navigates to the page. A preview of the template appears at the bottom right of the page. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the home page of your website, select Equals as the operator and then enter the full page URL. Add another condition to the rule. In the I Want To... area, click Condition and then select Chat Is online. Make sure Active is enabled. Leave the Search for queue/skills to add field empty to not require available agents to have a specific skill. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.
Verify the template appears on the home page.	Go to the home page of your website and make sure that the chat channel appears. The chat channel only appears if agents are available due to the Chat Is Active condition.

Offer Email When Agents Are Unavailable

Struggle: Hilary wants to also support customers in the case agents are unavailable. She would like to offer an email button when agents are busy.

Solution: Hilary creates a Guide rule to display the email button on the home page of the website when agents are unavailable to assist visitors.

A round blue button with an image of an envelope

Requirements: Guide and Email

step	details
Define the buttons and branding.	If not done already: Define the email channel button. Define the branding to use for the Guide widget.
Create an email entry point.	Create an email entry point.
Create a single-channel template to display the email button.	Create a single-channel template: Set Template Type to Single Channel - One Button. Set Template position to Bottom right. Leave Theme color blank to use your branding color theme. Click Save. Set Entry point to the email entry point you created. Leave Button blank to use the default email button. After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the button to start an email appears. Confirm that the branding looks right.
Create an engagement rule that displays the template on the home page of your website.	Create an engagement rule that displays the template with the email button. To create the rule, click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Set Guide Template. From the Display this Guide template drop-down, select the single-channel template you created. A preview of the template appears at the bottom right of the page. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the home page of your website, select Equals as the operator and then enter the full page URL. Add another condition to the rule. In the I Want To... area, click Condition and then select the Chat Is offline use case. Make sure Inactive is enabled. Leave the Search for queue/skills to add field empty. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.
Verify the template appears on the home page.	Go to the home page of your website and make sure that the email channel appears when no agents are available.

Highlight Preferred Digital Channels

Struggle: Contact center administrator Akela Wolfe is working with a limited number of agents and prefers visitors to start a chat or send an email instead of using voice to contact agents.

Solution: Akela creates a Guide multi-channel template that highlights the preferred channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to use. The template first displays a menu button of a bell alerting the visitor that they can get assistance on the page:

A round button with an image of concierge desk bell that customers click to display the Guide channel menu.

When the visitor clicks the menu button, the chat and email buttons appear:

An example Guide menu that offers the chat and email channels. The chat channel shows two chat bubbles. The email channel shows an envelope.

If the visitor clicks the chat button, the chat channel appears in the Guide widget:

The Guide chat widget where the visitor enters identifying information before starting a chat.

Or if they click the email button, the email channel appears in the Guide widget.

The Guide email widget where the visitor writes the email message to submit.

Requirements: Guide, chat, and email

step	details
Define the buttons and branding.	If not done already: Define the following buttons: Guide menu button Chat channel button Email channel button Define the branding to use for the Guide widget.
Create a chat entry point.	Create a chat entry point.
Create an email entry point.	Create an email entry point.
Create a multi-channel template that defines two buttons.	Create a multi-channel template: Set Template Type to Standard Menu - Multiple Buttons. Set Template position to Bottom left. Leave Theme color blank to use your branding color theme. Click Save. Set Template direction to Horizontal. Set Menu button to the Guide menu button you created. Define Template slot 1 as the chat channel in the template. Set Entry point to the chat entry point you created. Use the default button specified in the entry point. Omit the survey icon and label. Define Template slot 2 as the email channel in the template. Set Entry point to the email entry point you created. Leave the fields blank for Template slot 3 and Template slot 4. After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the correct button appears. Confirm the branding looks right.
Create an engagement rule that displays the template on the home page of your website.	Create an engagement rule that displays the template. To create the rule, click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Set Guide Template. From the Display this Guide template drop-down, select the multi-channel template you created. A preview of the template appears at the bottom right of the page. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the home page of your website, select Equals as the operator and then enter the full page URL. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.
Verify the template appears on the home page.	Go to the home page of your website and make sure that the Guide widget appears with the chat and email channels.

Welcome New Visitors with a Proactive Offer

Struggle: Mary Bonnet, the marketing manager at Classics, Inc., wants to advertise an upcoming webinar with a popular author to all first-time visitors on the website. She would like guests to register prior to the event.

Solution: Mary creates a proactive offer that announces the webinar and includes a link to register for the webinar. The offer appears the first time the visitor lands on a page where Guide is embedded. The offer includes a URL link to the registration page for the webinar. It also includes a button that displays a CXone Expert article with information about payment options and a button to dismiss the proactive offer.

Requirements:Guide and CXone Expert

step	details
Create an engagement rule that displays a proactive offer.	Create an engagement rule that displays a proactive offer. Click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Display Proactive Offer. In the Content tab, define the content that appears in the offer. In this example, Heading is set to Author Meet Up, and Body is set to: Meet Novelist Sean King, Monday, July 1, at 7:00 PM In the CTA1 tab, define the first button to offer. In this example, it is the registration button that links to the registration website. Provide a name for the button, such as Register. Set the Reporting name to an internal name for the button that is visible only in reports. From the Select CTA type drop-down, select Link. Enter the URL of the registration web page. In the CTA2 tab, define the second call to action button. In this example, it displays a CXone Expert article with details on payment options. Set the button names and then from the Select CTA type drop-down, select Expert article. Select the knowledge base entry point and the search text to find the desired article to display. In the CTA3 tab, define the third call to action button. In this example, it is the button for dismissing the proactive offer. Name the button and then from the Select CTA type drop-down, select Decline. Add the condition for when this action should run. In the I Want To... area, click Condition and then select the New and returning visitors condition. Select New Visitors. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it into the header of each page where you want to offer Guide.
Verify that the proactive offer appears.	Because this offer is just for new visitors, testing may require that you use a different browser or computer so that Guide considers you a new visitor. Visit a page on your website where Guide is embedded to see the proactive offer.
Check the Guide engagement data.	Use the CXone Dashboard to monitor the success of your proactive offer. For example, configure the Metrics Interval widget to monitor the success of your proactive offer over a period of time.

Reduce Agent Load by Displaying a Proactive Offer

Struggle: As a contact center administrator, Akela Wolfe knows that visitors often forget how to use their annual birthday discount. They often require assistance from agents to apply the discount when checking out online.

Solution: Akela requests the agent named Fran, who has access to the CXone Expert knowledge base, to write an article that addresses the frequently asked questions. Akela then uses Guide to create a proactive offer that assists the visitor with the birthday discount when they type birthday in the Discount Code field on the check out page. The proactive offer includes a button to view the CXone Expert article written by Fran and a button to view the registration page on the Classics website to register for the discount.

A proactive offer that offers three call-to-action buttons.

Requirements: Guide and CXone Expert

step	details
Define the buttons and branding.	If not done already: Define the button to use for the knowledge base channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Define the branding to use for the Guide widget.
Create an article in CXone Expert.	In CXone Expert, write an article that highlights the common questions about using the birthday discount.
Create an entry point for the birthday article and other related articles.	Create a Knowledge Base entry point: For Knowledge Base, select the name of knowledge base that contains the birthday article. For Article Search, start typing the name of the birthday article. When the article appears, click Add to move the article to the Default articles list.
Use the Engagement Mapper to map the value birthday in the Discount Code field.	To map a field, first install the Engagement Manager. Then, go to the checkout page on your website site and do the following: Type birthday in the Discount Code field. Map the value in the field by highlighting it with the Engagement Mapper. Rename the mapped element to something helpful, for example, BirthdayInDiscountCodeField and save it.
Create an engagement rule that displays a proactive offer.	Create an engagement rule that uses the mapped element with a value of birthday in the Discount Code field to display the proactive offer. Click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Display Proactive Offer. In the Content tab, define the content that appears in the offer. In this example, Heading is set to It's Your Birthday!, and Body is set to: We can help you with your special birthday discount! Use the CTA1, CTA2, and CTA3 tabs to define the buttons to offer. Add the condition for when this action should run. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the checkout page of your website, select Equals as the operator and then enter the full page URL. Add a second condition to the rule. In the I Want To... area, click Condition and then select the Field is editedcondition. In the Field is edited area, click your mapped element for the Discount Code field. Then enter the criteria for the mapped element. For example, use the Contains operator to find all matches when the visitor types birthday in the Discount Code field. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it into the header of the check out page of your website.
Verify that the proactive offer appears in the correct cases.	On your website, go to the apge identified by the rule and frantically click, scroll down the page, or . The proactive offer should appear and have buttons for learning more about the discount or linking to the registration website.
Check the Guide engagement data.	Use the CXone Dashboard to monitor the success of your proactive offer. For example, configure the Metrics Interval widget to monitor the success of your engagement rule over a period of time.

Assist Struggling Visitors by Displaying Proactive Offers

Struggle: Akela Wolfe, contact center administrator, wants to provide proactive assistance when visitors are struggling to use her website. She identifies the following visitor behaviors as indicative of struggling:

Clicking frantically on any page.
Spending a long time on the checkout page and scrolling around the checkout page.

Solution: Akela creates two engagement rules:

Frantic clicking: This rule watches for frantic clicking on any page and displays a proactive offer with a chat button to assist the frustrated visitor.
Long checkout: This rule watches for visitors who spend a lot of time on the checkout page and scroll to the bottom of the page. It displays a proactive offer that includes a CXone Expert article with details about checking out. It also offers a chat button.

Requirements: Guide, CXone Expert, and Chat

step	details
Create an article in CXone Expert.	In CXone Expert, write an article that highlights the common questions about using the checkout page.
Create entry points.	Create a chat entry point that can be used for both rules. Create a knowledge base entry point that contains the article to offer shoppers stuck on the check out page. It might include information on using discount codes, choosing a payment option, or choosing a shipping method.
Create the frantic clicking engagement rule.	Create an engagement rule that displays a proactive offer. Click the app selector and select Guide. Click New Rule. Name the rule Frantic clicking. In the I Want To... area, click Action and then select Display Proactive Offer. Define the proactive offer: Click the Content tab to define the text to appear in the offer. Click the CTA1 tab to select the chat entry point to offer. Add the Rage Clicking condition. Set the URL criteria to monitor all pages of your website by using the Contains operator and specifying your domain. For example: Contains nice.com Select Enabled to make the rule available for your website. Click Save Rule.
Create the long checkout engagement rule.	Create another engagement rule that displays a proactive offer. Click the app selector and select Guide. Click New Rule. Name the rule Long checkout. In the I Want To... area, click Action and then select Display Proactive Offer. Define the proactive offer: Click the Content tab to define the text to appear in the offer. Click the CTA1 tab to identify the article to offer. Click the CTA2 tab to select the chat entry point to use. Add the Scroll Depth condition. Set it to 100 to indicate scrolling the entire page. Add the Time Spent on Page condition. Set Page URL to Equals and then add the URL of the checkout page. Set Time Spent on Page to Greater than. Enter the time in seconds, 300 seconds. If you specify multiple conditions in a single rule, than all of the conditions must evaluate as true for the proactive offer to be displayed to the visitor. Select Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it into the header of each page where you want to offer Guide.
Verify that the proactive offers appear.	Visit any page on your website and frantically click with the mouse. After several seconds, the Frantic clicking offer should appear. Then, on the checkout page, scroll to the bottom of the page. After 5 minutes, the Long checkout offer should appear.
Check the Guide engagement data.	Use the CXone Dashboard to monitor the success of your proactive offers. For example, configure the Metrics Interval widget to monitor the success of your proactive offers over a period of time.

Provide Self Service Assistance When Contact Center Is Closed

Struggle: The contact center is open 7:00 AM to 7:00 PM on weekdays. Contact center administrator Akela Wolfe would like to provide more support for website visitors on the home page while agents are unavailable.

Solution: Akela creates two Guide templates and two engagement rules:

Weekday rule: When it is a weekday, and the hours are between 7:00 AM and 7:00 PM, display the template with the chat channel.
Weekend and evening rule: When it is a weekend, or it is a weekday and the hours are between 7:01 PM and 6:59 AM, display a portal template with five articles that answer the most common questions and offer the email channel.

Requirements: Guide, CXone Expert, Chat, and Email

step	details
Define the buttons and branding.	If not done already: Define the buttons to use for the chat, email, and knowledge base channels. Define the branding to use for the Guide widget.
Create the articles.	In CXone Expert, write the five articles that answer the common most common questions visitors have when using your website.
Create an entry point for the portal of articles to offer.	Create a Knowledge Base entry point: For Knowledge Base, select the name of knowledge base that contains the articles to offer. For Article Search, start typing the name of the articles to include. When the article appears, click Add to move the article to the Default articles list. Add the four other articles to offer visitors.
Create a chat entry point.	Create a chat entry point.
Create an email entry point.	Create an email entry point.
Create a single-channel template to display the Chat button on week days, while agents are available.	Create a single-channel template: Set Template Type to Single Channel - One Button. Set Template position to Bottom right. Leave Theme color blank to use your branding color theme. Click Save. Set Entry point to the chat entry point you created. Leave Button blank to use the default chat button. After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the button to start a chat appears. Confirm that the branding looks right.
Create a portal template to display over night and on weekends, while agents are unavailable.	Create a portal template: Set Template Type to Customer Portal. Set Template position to Bottom right. Set Template Outline to Knowledge base first. Set Knowledge base to the entry point of the portal to use. The entry point must contain the articles that you want to offer to visitors when this template appears. Define the Heading and Sub heading for the portal, such as Helpful Articles. Define Button 1 as the email channel in the template. Set Entry point to the email entry point you created. Leave the fields blank for Button 2, Button 3, and Button 4. After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the correct button appears. Confirm that the branding looks right.
Create the engagement rule to display the single-channel template weekdays 7:00 AM to 7:00 PM.	Create an engagement rule that displays the single-channel template. This is the template that should appear while the contact center is open and offer the chat button. To create the rule, click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Set Guide Template. From the Display this Guide template drop-down, select the single-channel template you created. A preview of the template appears at the bottom right of the page. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the home page of your website, select Equals as the operator and then enter the full page URL. Add another condition to the rule. In the I Want To... area, click Condition and then select Date and Time. Select Monday through Friday and set Time slot 1 to 07:00to 19:00. Check Enabled to make the rule available for your website. Click Save Rule.
Create the engagement rule to display the portal template on weekends and weekdays 7:01 PM to 6:59 AM.	Create an engagement rule that displays the portal template. This is the template that should appear while the contact center is closed and offer the portal with alternative digital channels. To create the rule, click the app selector and select Guide. Click New Rule. In the I Want To... area, click Action and then select Set Guide Template. From the Display this Guide template drop-down, select the customer portal template you created. A preview of the template appears at the bottom right of the page. In the I Want To... area, click Condition and then select Current Page. To limit the engagement to just the home page of your website, select Equals as the operator and then enter the full page URL. Add two more conditions to specify weekends and evenings. In the I Want To... area, click Condition and then select Date and Time. Check the fields for Saturday and Sunday. In the I Want To... area, click Condition and then select Date and Time. Check the fields for Monday through Friday. Then set Time slot 1 to 19:01 to 06:59. Set Time slot 2 to 00:01 to 06:59. Check Enabled to make the rule available for your website. Click Save Rule.
Embed Guide on your website.	Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.
Verify that the templates appear.	On the home page of your website, confirm that the correct Guide template appears at the correct times.