Guide Template

Use this action with the Visitor Page View rule to display different Guide templates under different situations. Before creating this action, you should create the Guide template you want to use.

Contact center administrator Akela Wolfe wants to display different Guide templates for different visitor situations. To accomplish this automated process, Akela creates a visitor page view rule with the following conditions:

  • Device type: allows her to specify the kind of device the visitor should be using to see this Guide template. She chooses to use this template for desktop visitors.
  • Fingerprint: allows her to specify which browser the visitor should be using as well as the country the visitor is from. She chooses to use this template for visitors using Google Chrome in the United States only.

Then, she creates the Guide template action and adds it to the rule.

With this configuration, only visitors using Google Chrome on a desktop in the United States will see this specific Guide template.

Create This Action

  1. Click the app selector and select ACD.

  2. Go to GUIDE > Engagement Actions.

  3. Click Add.
  4. Enter a Name that describes what the action does.
  5. From the Action drop-down, select Guide Template.
  6. Enter a Proactive action name. This value is not used at this time.
  7. Select a Guide template from the drop-down. The list only displays existing templates. Stop this process and create a new template if you don't see one you want to use.

  8. Optionally, select the Change template realtime checkbox:

    • When Change template realtime is selected, Guide continuously evaluates whether to display a template while a visitor is on a page. For example, you might define a rule to display a template with a chat button only when chat is active. If a visitor goes to the page and no agents are available, the chat button does not appear. If an agent becomes available while the visitor is on the page, Guide refreshes the display and the chat button appears.

    • When Change template realtime is not selected, Guide evaluates whether to display a template only when a visitor navigates to a page on your website. If conditions change while the visitor is on the page, the rule is not reevaluated.

  9. Click Save.

Add the Action to a Rule

  1. Go to GUIDE > Engagement Rules.

  2. Locate the rule you want to assign this action to and open it.

  3. Click Add existing action.

  4. Use the drop-down to select this action. The drop-down displays the Name you gave the action, not the Action of the rule.
  5. Click Add.