When to send automatic invitations: Invite Rule Criteria
Use this table to match your business goals with rule criteria when creating rules in a rule set.
If you enable more than one criteria for a particular rule, then all criteria must match in order for the rule to trigger an invitation.
Criteria
Goal | Criteria name | Notes, Tips |
---|---|---|
Invite when the customer is using a specific browser | Browser type | |
Current chat status | ||
Invite based on the URL of the page being visited. | Current URL | For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase. |
Invite only when an agent is available in a specific department. "How do I configure an invitation to route to a specific departments?" | Department is Available | Also applies to rollover departments. |
Invite based on the URL of the first page the customer sees on your site | Entry URL | Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria. |
Invite only when the customer has already been invited using a specific chat invitation | Last Chat Invite | |
Invite only after customers have viewed a certain number of pages on your site | Minimum Page Views this visit | |
Invite based on the URL of the page a customer has just left (the page visited before the customer's current page). | Previous URL | For example, if you specify /products/shoes.html, then the URL of the previously visited page must contain that exact phrase. |
Invite based on the URL of the page from which the customer entered your site | Referrer URL | Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria. |
Avoid sending an invitation too soon after the customer completed a chat or received a previous invitation | Seconds since last chat or last chat invite | The minimum amount of time (in seconds) that must elapse since the customer's last chat or chat invitation before a new chat invitation is shown. |
Invite when the customer is in a specific country | Customer's Country | You can select multiple countries. |
Invite all customers, first-time customers, or repeat customers? | Who to Invite | For inviting all customers, do not use this criteria. |
Invite customers whose email addresses contain specific characters | Customer Email | |
Invite according to information gathered about customers, which contains specific characters | Customer Info | |
Invite customers whose names contain specific characters | Customer Name | |
Invite customers whose phone numbers contain specific characters | Customer Phone | |
Invite customers whose names contain specific characters | Customer Ref | |
Invite according to regular expressions | Current URL, Entry URL, Previous URL, Referrer URL, Customer Email, Customer Info, Customer Name, Customer Phone, Customer Ref | For example, to match only page URLs that contain "/products/shoes.html AND a parameter with the value dress, the page URL you would use the simple regular expression "/products/shoes\.html.*dress". This is enabled for all containment matching criteria, so all criteria involving containment must use a regular expression for proper matching. |
Invite from all other pages except one, for example your home page | multiple settings |
|
Actions
Action | Description | Notes, tips |
---|---|---|
Activate custom invite | Specify the chat invitation to display when criteria are matched. | This answers the question "Which invitation is presented to the customer when the rule is triggered?" |
Do not auto-invite the customer if they have already had a chat during this visit | When selected, customers who have already had a chat session during their current visit are not invited a second time. | |
Minimum Seconds Since Last Invite | Specify the time in seconds to wait between invitations. | |
Minimum Seconds on Page Before Invite | Specify the amount of time in seconds that a customer must be on a particular page before triggering the active Custom Chat Invitation. | |
Personalize invitation by assigning an agent to it | When selected, chat invitations display the name of a pre-assigned, random agent. | |
Minimum Seconds on Site Before Invite | Specify the amount of time in seconds that a customer must be on your site before triggering the active Custom Chat Invitation. | The longer a customer is on your site, the more interested they may be in your content, and hence the more receptive they may be to a chat invitation. |