Visitor Page View

Execute actions based on whether chat is available. When chat is available, you can further specify required agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

• From the first drop-down, select Yes or No.
• From the Skills drop-down, select the agent skills required.

This condition checks the page URL to fire the action.

Page URL
1. From the drop-down, select Equals, Not Equals, Contains, Does Not Contain, or Regex.
2. Enter the URL for the page on your site. Separate multiple URLs on different lines.
3. Click Save.

Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false).

• Enter the URL that returns the result of your rule.

Checks a custom variable that was relayed using JS API.

1. Click Add New Custom Variable.
2. Enter your Custom variable.
3. From the drop-down, select one of the following:
   • Equals (text).
   • Not Equals (text).
   • Contains (text).
   • Does not contain (text).
   • Regex (text).
   • Lower than (number).
   • Lower than or equal (number).
   • Equals (number).
   • Greater than or equal (number).
   • Greater than (number).
4. Enter what the variable value should be for this condition. Separate multiple values on different lines.
5. Click Add new custom variable to add more, or click Save.

Executes actions during or outside of specified time frames.

1. Select a radio button to Include selected days and times or Exclude selected days and times.
2. From the drop-down, select Day of the week or Date range.
3. For Day of the week, select the checkbox for any day that should be a part of the condition.
4. For Date range, type or use the pop-up calendar to select a start and end date.
5. Use the Choose time slot options to specify times of day for this condition.
6. Click Save.

Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet.

1. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.

Element clicked

Executes actions if a user clicks on a mapped part of your website. This requires the use of Engagement Mapper.

1. Click Select. This opens a new page.
2. Enter the name you gave the element when you mapped it.
3. Clicked Save.

Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action.

1. Click Select. This opens a new page.
2. Click Add for any tags a visitor should not have for the rule to fire.
3. Click Back. This redirects you to the rule detail page.

Executes actions based on the external source that sent a visitor to your site.

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter a site that sends visitors to your page. Separate multiple URLs on different lines.
3. Click Save.

Executes actions if a user changes the value of a mapped field on your website. This requires the use of Engagement Mapper.

1. Click Select. This opens a new page.
2. Enter the name you gave the field when you mapped it.
3. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to.
4. Enter the new value of the field that you want this condition to apply to. Separate multiple values on different lines.
5. Click Save.

Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location.

1. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of.
2. For each section, enter the value that matches the data type. Separate multiple values on different lines.
3. Click Save.

Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action.

1. Click Select. This opens a new page.
2. Click Add for any tags a visitor should have for the rule to fire.
3. Click Back. This redirects you to the rule detail page.

Executes actions if a visitor selects an item from a mapped menu on your website. This requires the use of Engagement Mapper.

1. Click Select. This opens a new page.
2. Enter the name you gave the menu when you mapped it.
3. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to.
4. Enter the name of the menu item that you want this condition to apply to. Separate multiple values on different lines.
5. Click Save.

Executes actions based on whether the visitor is new to your website or a returning visitor.

To offer the engagement rule for new visitors:

1. Select the New Visitors box.

2. Click Save.

To offer the engagement rule for returning visitors:

1. Select the Returning Visitors box.

2. Set the requirements for returning visitors, including how many previous visits and within what time span. The maximum time span is 365 days.

3. Click Save.

If you select both the New Visitors and Returning Visitors boxes, the engagement rule fires if the visitor is new or meets the returning visitor requirements.

Note that visitor data is stored in the browser. If a visitor switches browsers, they are considered a new visitor.

Executes actions based on a mapped page element appearing on a website page. This requires the use of Engagement Mapper.

To execute the actions based on a mapped element appearing on a website page:

1. Click Select. This opens a new page.

2. Enter the name you gave the mapped element.

3. Click Save.

Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days.

1. In the first field, enter a number of days from 0-29.
2. In the second field, enter a number of hours from 0-23.
3. In the third field, enter a number of minutes from 0-59.
4. Click Save.

Executes actions based on a probability percentage.

1. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes.
2. Click Save.

Executes actions based on continuous clicks on a page.

Page URL

1. From the drop-down list, select Equals, Not Equals, Contains, Does not contain, or Regex.

2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

3. Click Save.

Executes actions based on how far on the page a visitor scrolls.

Page URL

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

Scroll Depth

3. Add a percentage of the page. This value cannot be negative.
4. Click Save.

Executes actions based on the average time contacts waited to talk with an agent over the past hour. The average is taken across all skills listed in the Queue/Skill field. For example, if you set this to Lower than 2 minutes, the engagement appears only if contacts waited, on average, less than 2 minutes to talk with an agent over the past hour.

1. Click Select. This opens a new page.

2. From the drop-down, select the Channel this condition applies to. All queues and subqueues for that channel prepopulate in the Queue/Skill field. You can remove skills for more specific results.

3. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than.

4. In the first field, enter a number of minutes from 0-30.

5. In the second field, enter a number of seconds from 0-59.

6. Click Save.

Executes actions based on the amount of time a visitor spends on a page. If the visitor switches pages, the timer is reset to 0.

Note the following:

• To limit the action to specific pages, include the Current Page condition.

• See also the Time spent on page condition, where the time is cumulative across page visits.

Time spent

1. Enter a number of seconds. This value cannot be negative.
2. Click Save.

Executes actions based on the cumulative time that a visitor spends on selected pages.

Note the following:

• If the visitor spends 30 seconds on a page, navigates to another page, and then returns to the original page, the time spent on the original page is 30 seconds plus any new time spent on the page.

• See also the Time spent on current page condition, where the time is not cumulative across page visits.

Page URL

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

Time spent on page

3. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than.
4. Enter a number of seconds. This value cannot be negative.
5. Click Save.

Executes actions based on how much time a visitor spent on your site. This depends on a specified period of time.

Time spent on website

1. From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than.
2. Enter a number of minutes. This value cannot be negative.

Number of passed days

3. From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than.
4. Enter a number of days. This value cannot be negative.
5. Click Save.

Executes actions based on information provided by the visitor's browser.

Source

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter a site that sends visitors to your page.

Medium

3. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
4. Enter a type of link that can be used to get to your page.

Campaign

5. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
6. Enter a specific product promotion or strategic campaign.

Term

7. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
8. Enter a search term that leads visitors to your page.

Content

9. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
10. Enter a specific item that can be clicked to bring visitor to your page.
11. Click Save.

Executes actions if a visitor has previously been on one or more specified pages.

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter the URL of a web page for this condition. Separate multiple URLs on different lines.
3. Click Save.

Execute actions based on whether chat is available. When chat is available, you can further specify required agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

• From the first drop-down, select Yes or No.
• From the Skills drop-down, select the agent skills required.

Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false).

• Enter the URL that returns the result of your rule.

Checks a custom variable that was relayed using JS API.

1. Click Add New Custom Variable.
2. Enter your Custom variable.
3. From the drop-down, select one of the following:
   • Equals (text).
   • Not Equals (text).
   • Contains (text).
   • Does not contain (text).
   • Regex (text).
   • Lower than (number).
   • Lower than or equal (number).
   • Equals (number).
   • Greater than or equal (number).
   • Greater than (number).
4. Enter what the variable value should be for this condition. Separate multiple values on different lines.
5. Click Add new custom variable to add more, or click Save.

Executes actions during or outside of specified time frames.

1. Select a radio button to Include selected days and times or Exclude selected days and times.
2. From the drop-down, select Day of the week or Date range.
3. For Day of the week, select the checkbox for any day that should be a part of the condition.
4. For Date range, type or use the pop-up calendar to select a start and end date.
5. Use the Choose time slot options to specify times of day for this condition.
6. Click Save.

Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet.

1. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.

Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action.

1. Click Select. This opens a new page.
2. Click Add for any tags a visitor should not have for the rule to fire.
3. Click Back. This redirects you to the rule detail page.

Executes actions based on the external source that sent a visitor to your site.

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter a site that sends visitors to your page. Separate multiple URLs on different lines.
3. Click Save.

Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location.

1. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of.
2. For each section, enter the value that matches the data type. Separate multiple values on different lines.
3. Click Save.

Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action.

1. Click Select. This opens a new page.
2. Click Add for any tags a visitor should have for the rule to fire.
3. Click Back. This redirects you to the rule detail page.

Executes actions based on whether the visitor is new to your website or a returning visitor.

To offer the engagement rule for new visitors:

1. Select the New Visitors box.

2. Click Save.

To offer the engagement rule for returning visitors:

1. Select the Returning Visitors box.

2. Set the requirements for returning visitors, including how many previous visits and within what time span. The maximum time span is 365 days.

3. Click Save.

If you select both the New Visitors and Returning Visitors boxes, the engagement rule fires if the visitor is new or meets the returning visitor requirements.

Note that visitor data is stored in the browser. If a visitor switches browsers, they are considered a new visitor.

Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days.

1. In the first field, enter a number of days from 0-29.
2. In the second field, enter a number of hours from 0-23.
3. In the third field, enter a number of minutes from 0-59.
4. Click Save.

Executes actions based on a probability percentage.

1. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes.
2. Click Save.

Executes actions based on how far on the page a visitor scrolls.

Page URL

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

Scroll Depth

3. Add a percentage of the page. This value cannot be negative.
4. Click Save.

Executes actions based on the average time contacts waited to talk with an agent over the past hour. The average is taken across all skills listed in the Queue/Skill field. For example, if you set this to Lower than 2 minutes, the engagement appears only if contacts waited, on average, less than 2 minutes to talk with an agent over the past hour.

1. Click Select. This opens a new page.

2. From the drop-down, select the Channel this condition applies to. All queues and subqueues for that channel prepopulate in the Queue/Skill field. You can remove skills for more specific results.

3. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than.

4. In the first field, enter a number of minutes from 0-30.

5. In the second field, enter a number of seconds from 0-59.

6. Click Save.

Executes actions based on information provided by the visitor's browser.

Source

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter a site that sends visitors to your page.

Medium

3. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
4. Enter a type of link that can be used to get to your page.

Campaign

5. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
6. Enter a specific product promotion or strategic campaign.

Term

7. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
8. Enter a search term that leads visitors to your page.

Content

9. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
10. Enter a specific item that can be clicked to bring visitor to your page.
11. Click Save.

Executes actions if a visitor has previously been on one or more specified pages.

1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
2. Enter the URL of a web page for this condition. Separate multiple URLs on different lines.
3. Click Save.