Create Engagement Rules

Use Guide engagement rules to offer proactive digitalClosed Any channel, contact, or skill associated with Digital Experience. assistance to your website visitors based on the criteria you set. Engagement rules typically display:

  • Templates that appear on the bottom of a page that offer one or more channels.

  • Proactive offers that strategically assist visitors as they navigate your website.

Create engagement rules by using the rule builder. The rule builder provides several prebuilt actions and conditions that you can customize to quickly create an engagement rule. To access the rule builder, click the app selector and select Guide.

All rules appear in the rule builder as well as on the legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages. Nice suggests using the rule builder for creating and maintaining your rules. The legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages will be removed in an upcoming release.

 

High Level Steps

  1. Prepare the engagement content. For example, if displaying a Guide template, make sure you define the template. Or if displaying a proactive offer that includes a CXone Expert article, make sure that the article is written and is available in a knowledge base entry point.

  2. If needed, use the Engagement Mapper to map website elements such as buttons, links, form fields, and other controls on your website that have associated CSS selectors. The value of the mapped element can then be used as criteria when setting engagement rules.

  3. Create an engagement rule using the rule builder that specifies the behavior and specific conditions that must be met to display the engagement. Alternatively, use the legacy ACD commands to create engagement rules.

  4. Enable or activate the engagement rule.

  5. Every page you want to use the rule must have Guide implemented.