There are three Sale Recovery functions, all aimed at maximizing every engagement opportunity your website generates: chat recovery, chat recapture, and the visitor chat status indicator.
By default, all operators are able to invite visitors to chat from the Visitors tab. This is referred to as Custom Invite, Manual Invitations, Instant Chat Invite, Invited 'Pro-Active' Chat, or Manual Proactive Chat.
The following options allow you to customize your implementation of this feature.
This defines the actual interface seen by visitors upon invitation.
Result: The Custom Chat Invite will be listed when an operator clicks the Custom Invite button on the Visitor tab. The operator can choose to send the invite to a visitor.
Result: The selected Custom Chat Invitation will be displayed to visitors when operators click the Instant Chat Invite button ("Invite this visitor to chat") on the Visitor tab.
To help determine which invitations are the most effective, you can implement A/B testing.
Result: The selected Custom Chat Invites will be offered to visitors randomly.
Result: Review the data to see how many times each invitation was served, accepted, declined, and ignored.
A Custom Chat Invite or Custom Chat Invitation defines the actual interface seen by visitors upon invitation. Invitations can be customized in a number of ways.
This is for internal reference and is not seen by visitors.
Option | Description |
---|---|
Browser Window | With this option, the invitation starts in the defined position on the viewable browser window. As the visitor scrolls up/down, the page content moves up/down, but the invitation stays in its defined position.
|
HTML Document | With this option, the invitation starts in the defined position on the HTML page. As the visitor scrolls up/down, the invitation moves up/down along with all other page content.
Vertical position
Horizontal position
|
To learn about chat windows, see How to set up a Chat Window definition.
Result:
Rules are set using the BoldChat entity called Auto-Invite Ruleset, which must be associated with a Visitor Monitoring HTML snippet.
This feature is referred to as Rules-based invitations, Auto Time-on-Site Invitations, Proactive Rules Engine, Pro-Active Chat Configuration, or Auto-Invite.
Follow this procedure to create a ruleset and understand what you must do to activate it.Result: The rule is added to the ruleset.
For a particular visit to a page on your site, the rules are checked in order from top to bottom. For any single page view, the first matching rule will apply.
Your Auto-Invite Ruleset is ready to be associated a Visitor Monitoring HTML snippet. Unless this association is made, your ruleset is not applied.
You can set BoldChat to automatically invite visitors to chat after a short delay. This does not involve rule sets, so it is relatively quick and easy to configure. This feature is known as Instant Invite Delay.
Result: The General Account Settings window is displayed.
Result: Changes are applied to your site. You do not need to re-generate your HTML snippet.
This section helps you understand how you can use regular expressions together with Custom Variables and Auto-Invite Rulesets to trigger invitations based on an almost inexhaustible set of values.
This material is intended for a technical audience. We assume that you have a working knowledge of HTML, JavaScript and regular expressions.
In essence, regular expressions (regex) are used to determine if characters, words or even a pattern of characters exist within a given string. By using Regular Expressions together with BoldChat?s Custom Variables and the Advanced Custom Field Rules (within an auto-invite rule), you gain the ability to check for an almost limitless number of data points that can form the basis of your rule criteria.
These values can be derived from HTML page elements or custom values by passing and concatenating multiple comma separated values into a single custom variable. Rules can then be set to look for multiple values within the variable text string and fire off an invitation based on the results.
Custom variables must be included in your HTML snippet, as described here: Collecting visitor data with Custom Visitor Info and Variables. Once custom variables are exposed in the HTML snippet, you must create local page variables with your preferred scripting language. The examples below use JavaScript, but any language will suffice.
Variables within the head of an HTML document can be used to set or associate values of web page elements. The maximum variable length is 65,000 characters. The script below demonstrates how you can create and set JavaScript variables to hold values. The sample uses JavaScript to extract the ?innerHTML? (value between the div tag) values of the div elements and then passes the value into the newly created variables.
The div tags below represent page elements of interest, of which you want to use as a basis for your rule criteria.
The next example shows Visitor Monitoring HTML; you will need to edit it slightly in order to pass the div element values into BoldChat?s custom variables.
Here the VisitRef custom variable is set to contain a string value of Item Number = 123456789, Invoice Total = $20.00, Availability = 24, Product Name = Widget:
pageViewer.setParameter("VisitRef", "Item Number =" + itemNum + "," + "Invoice Total =" + invoiceTot + "," + "Availablity = " + avail + "," + "Product Name =" + productName);
Next you set up an Advanced Custom Field Rule that uses a regular expression to check for the desired value within the vr variable. For this example you place the regular expression within the Visit Ref Contain field, as shown below.
Take note that both the Visit Ref Contains and the Match Contains Rules using Regular Expressions are checked and the Visit Ref Contains field has a value of Item Number = 123456789. Availability = 24.
The .* operator is used to check if the Visit Ref Contains field has the values listed before and after the operator in that order. The value sequence is important. For instance; currently the VisitRef variable contains the string value of Item Number = 123456789, Invoice Total = $20.00, Availability = 24, Product Name = Widget. The regular expression operator checks to see if Item Number = 123456789 is contained in the variable. If so, it looks for a value of Availability = 24. The query equates true and an invitation is sent.
When operators are unavailable, visitors may nonetheless click on a chat button without making real-time contact with an operator. When an operator becomes available, BoldChat can proactively inform them that a visitor who wanted to chat is still on the site (this is called recovery) or is filling out a form (this is called recapture). The operator can then choose to invite the visitor to chat. These features are also known as Sale Recovery?, Chat Recovery, or Visitor Recapture.
The following options allow you to customize your implementation of this feature.
This defines the actual interface seen by visitors upon invitation.
Result: The Custom Chat Invite is listed under Chat Recovery Invite on the General Account Settings window.
Invitation is a term referring to a set of features that interact to allow you to prompt visitors to engage with your organization. An invitation always includes an actual interface seen by visitors, called the Custom Chat Invitation. This actual invitation can be sent manually by an operator or automatically according to settings or rules.
To work with invitations, you must implement Visitor Monitoring HTML on your site. You can choose to use invitations alone, or in addition to chat buttons or links.
We recommend creating and managing Custom Chat Invitations from the following location: Setup > Account Setup > Invitations > Custom Chat Invitations.
To create rules, go to Setup > Account Setup > Invitations > Auto-Invite Rulesets.
Any custom chat invitation can be associated with the following:
For help customizing Custom Chat Invites, see How to set up Custom Chat Invitations.
Use this table to match you business goals with rule criteria when creating rules in an Auto-Invite Ruleset
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.
Goal | Criteria name | Notes, Tips |
---|---|---|
Invite all visitors, first-time visitors, or repeat visitors? | Who to Invite | |
Invite only after visitors have viewed a certain number of pages on your site. | Minimum page views this visit | |
Avoid sending an invitation too soon after the visitor completed a chat or received a previous invitation. | Seconds since last chat or last chat invites | The minimum amount of time (in seconds) that must elapse since the visitor's last chat or chat invitation before a new chat invitation is shown. |
Invite when the visitor is in a specific country | Visitor's Country | |
Invite based on the URL of the page being visited. "The invitation fires if the visitor is on a certain page." | Page URL Contains | For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase. |
Invite based on the URL of the page a visitor has just left (the page visited before the visitor's current page). "How do I create an invitation rule that fires off if the visitor is on my checkout page but returns to a product page?" | Previous URL contains | 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 first page the visitor sees on your site | Entry URL Contains | 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 based on the URL of the page from which the visitor entered your site | Referrer URL Contains | 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. |
Invite only when an operator 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 according to information gathered about visitors using Custom Variables | Advanced Custom Field Rules | See About Custom Variables |
Invite according to regular expressions | Match "Contains" Rules Using Regular Expressions | 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 |
|
Invite only when the visitor has already been invited using a specific chat invitation | Last Chat Invite Was | |
Invite when the visitor is using a specific browser | Browser type |
Action | Description | Notes, tips |
---|---|---|
Activate This Custom Chat Invite | Specify the Custom Chat Invitation to display when criteria are matched. | This answers the question "Which invitation is presented to the visitor when the rule is triggered?" |
Do not auto-invite the visitor if they have already had a chat during this visit | When selected, visitors who have already had a chat session during their current visit are not invited a second time. | |
Minimum Time on Site Before Invite | Specify the amount of time that a visitor must be on your site before triggering the active Custom Chat Invitation. In minutes. | The longer a visitor 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 |
Minimum Time on Page Before Invite | Specify the amount of time that a visitor must be on a particular page before triggering the active Custom Chat Invitation. In minutes. | |
Minimum Time Since Last Invite | Specify the time to wait between invitations. In seconds. | |
Personalize invitation by assigning an operator to it | When selected, chat invitations display the name of a pre-assigned, random operator. |
The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.
Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels.
As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community.
After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
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