Engagement Mapper

The Engagement Mapper lets you map UI elements on your website that have associated CSS selectors. For example, you can map items such as buttons, links, form fields, and other controls. Then you can then create Guide engagement rules or workflow automation triggers based on how website visitors interact with the mapped page elements.

Install the Engagement Mapper

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.
  3. Under Your Channels, click Engagement Mapper. This page allows you to view, edit, or delete any existing mapped elements.
  4. Click and drag the Engagement Mapper button to your browser's bookmarks.

Map Elements on your Webpage

  1. Navigate to the page on your website containing the element to map.
  2. Click Engagement Mapper in your browser's bookmarks.
  3. In the Engagement Mapper panel, click Create.
  4. Move your cursor to highlight the page element you want to map. Click the element.
  5. You can change the default Element Name or the CSS Selector to make the mapping more specific.
    Screenshot of the Engagement Mapper identifying and mapping an element.
  6. Click Save.
  7. Repeat this process for any additional elements you want to map.

Use Mapped Elements in Guide Engagement Rules

When defining Guide engagement rules, you can use mapped elements as criteria in the rule condition.

  1. Click the app selector and select Guide.

  2. Create a new rule or edit an existing rule.
  3. Configure the rule with one of the following conditions:
    • Element Clicked
    • Field Is Edited
    • Menu Item Clicked
    • Page Element Exists
  4. For each condition type, enter the name of the mapped element to use. Separate multiple elements with a comma. Follow the additional on-screen instructions specific to each condition type.
  5. Add or edit the action for the rule as needed.
  6. Click Save.

Use Mapped Elements in Workflow Automation (WFA)

Workflow automation (WFA) in Digital Experience allows you to automate various tasks and workflows. It can be used with the mapped elements to proactively start chats with customers on your webpage.

  1. Click the app selector and select ACD.
  2. Go to Digital > Automation Triggers.
  3. Configure trigger with one of the following conditions:
    • Element Clicked
    • Field is edited
    • Menu item selected
  4. For each condition type, enter the name of the mapped element the trigger is for. Separate multiple elements with a comma. Follow the additional on-screen instructions specific to each condition type.
  5. Click Save.
  6. Add a job to the trigger to execute the action you want for the mapped element.