Rule Builder

Use the Guide rule builder to create engagement rules. Engagement rules determine when channels are available on a web page. They also determine when proactive offers appear throughout the visitor journey on your website. Rules consist of actions and conditions. Rule actions are the outcome of rules whose conditions are satisfied. When the rule’s conditions are met, all actions are applied.

Create a Rule

  1. Click the app selector and select Guide.

    The Rules page appears. It has all of your engagement rules, including those created on the legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages.

  2. Click New Rule.

  3. Enter a Rule Title.

    Optionally, click More details to add a description for the rule.

  4. Add an action to the rule.

    In the I Want To... area, use the Search field to start typing the action name or a synonym. Alternatively, click Action to display a list of possible rule actions. You can click an action name in bold, or click an action use case that includes some preset values to more quickly define the action.

    Possible actions are:

    Action

    when the criteria for the rule is met

    Requires Guide License?
    Set Guide template

    Display a template to a visitor when the criteria for the rule is met. The template appears in the lower right or left corner of your website.

    		 No
    Display proactive offer

    Display a proactive offer when the criteria for the rule is met. A proactive offer is a small pop-up window with a message and call-to-action buttons.

    		Yes
    Set Guide branding

    Set the branding for a template when the criteria for the rule is met. Use this to dynamically display a template with a different color theme.

    		 No

    Add tag to visitor

    Add a tag you select to a visitor based on their activity on your site.

    		 Yes

    Remove tag from visitor

    Remove a tag you added to a visitor.

    		 Yes

    You can include multiple actions. For example, you might want to include Set Guide branding and Set Guide template.

  5. Add a condition to the rule.

    In the I Want To... area, use the Search field to start typing the condition name or a synonym. Alternatively, click Condition to display a list of possible conditions and define the criteria for the rule. You can click a condition name in bold or click a condition use case that includes some preset values to more quickly define the condition.

  6. After selecting a condition or use case, finish defining the condition on the right side of the page.

  7. Select Enabled to make the rule available for your website. Or, if you are not ready for website visitors to use the rule, leave the Enabled field cleared.

  8. Click Save Rule.

Create a Rule Based on a Sample

Guide provides sample rules that you can use as the basis for a new rule. The samples are incomplete and require some personalization, such as selecting the template to display, defining the details of a proactive offers, or adding criteria for conditions.

  1. Click the app selector and select Guide.

  2. On the Rules page, click New Rule.

  3. Enter a Rule Title.

  4. In the I Want To... area, click Rule. The sample rules appear.

  5. Scroll through the sample rules and select the one on which to base your rule. The predefined Actions and Conditions for the selected sample rule appear.

  6. Customize the actions and conditions as needed.

  7. Select Enabled to make the rule available for your website. Or, if you are not ready for website visitors to use the rule, leave the Enabled field cleared.

  8. Click Save Rule.

If Templates and Proactive Offers Appear on the Same Page

  • If a Guide template appears on a page and a proactive offer is also available for the page, the proactive offer appears to the left of the template. On mobile devices, however, the proactive offer is superimposed on the Guide template.

  • If there is an active chat session and a proactive offer is also available, the proactive offer is not shown to the visitor.

Example Rules

Goal

Use this action

Use these conditions
Welcome first time visitors to your website. Display Proactive Offer that includes welcome message.

  • Use the New and returning visitor condition set to New Visitors.
Display Chat and Email buttons on home page. Set Guide Template and specify a multi-channel template.

  • Use the Current page condition set to Equals your home page URL.

Display Chat button but only when agents are available.

Set Guide Template and select a single-channel template.

  • Use the Chat is online condition and select the needed skills.

Display an open enrollment portal December 1 - December 10.

 Set Guide Template and select a customer portal template.

  • Use the Date and Time condition and set the date range to December 1 through December 10.

Assist customers who look at the shopping cart, and instead of checking out, look into payment options.

Display Proactive Offer that includes the following call to actions buttons:

  • CXone Expert article.

  • Chat channel.

  • Use the Visited pages condition set to the URL of the shopping cart.

  • Also add the Current page condition set to the payment page.