Legacy Engagement Actions

The legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages are only available for some existing digital chat customers. Use the rule builder for any new engagement rules.

The following actions can be set for a legacy engagement rule.

Action

When to Use This Action

Add Tag to Visitor Adds a tag you select to a visitor based on their activity on your site.
Remove Tag from Visitor Removes a tag you select from a visitor based on their activity on your site.

Chat mobile application popup box

Pushes a chat pop-up box into the mobile SDK for Android or iOS devices.

Chat mobile push notification

Pushes a notification for the chat conversation to Android or iOS devices.
Chat Welcome Message

Creates a personalized message to welcome a contact who initiates a chat.

Chat Popup Box

Provides a customizable template to design a chat popup box.

Chat Popup Box HTML

Provides fields to enter custom HTML and JS design for the chat popup box.

Key Facts About Actions

  • Actions must be added to a rule. They require defined timing and conditions to run.

  • You can add multiple actions to each rule. When a rule has multiple actions, you can determine the order in which the actions occur.

  • Each action can be assigned to multiple rules. This means the action would take place in response to a number of different customer behaviors or events.