This section covers using the legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages to create Guide engagement rules.
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.
When using these legacy pages to create engagement rules, the rules must be based on the Visitor Page View event. Other events are listed as options but are not supported by Guide: Chat Window Opened, Custom Visitor Event, Popup Clicked, and Triggered by API. These events are provided for existing digital chat customers who may have implemented triggers based on these events. They are unavailable for new customers.