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. |
| Pushes a chat pop-up box into the mobile SDK for Android or iOS devices. | |
| 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
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Actions must be added to a rule. They require defined timing and conditions to run.
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You can add multiple actions to each rule. When a rule has multiple actions, you can determine the order in which the actions occur.
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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.