Invite customers to chat according to rules (Invitation Rule Sets)

Rules for automatically inviting customers to chat are set using Invitation Rule Sets.

To set up rule sets, you must be in a Permission Group with the following permission: Setup > Invitations > Invitation Rule Sets.

  1. Create or edit an invitation rule set, as follows:
    1. In the Web Admin Center, go to Customers > Invitation Rule Sets.
    2. On the Invitation Rule Sets page, select an existing item or click Create New.
    3. Under Name, enter a name that will help you identify the rule set.
    4. Enable the rule set.
    5. Optionally, select Show invitation even when agents are unavailable/offline to permanently display the invitation.
    6. Under Invitation Persistence, set when to stop showing the invitation.
  2. Add rules, as follows:
    1. Under Rules, click New Rule.
    2. Name the rule and define rule criteria.
    3. Save your changes.

      Result: The rule is added to the rule set.

  3. Continue to add rules.
  4. Arrange the rules in the order they should be analyzed by Digital DX.

    For each visit, rules are checked from top to bottom in the order displayed. The first matching rule is applied.

Your invitation rule set is ready to be associated an HTML snippet. Unless this association is made, your rule set is not applied.

What are best practices for creating invitation rules?

  • Review rules from top-down to ensure most granular rules are at the top
  • Ensure rules are enabled
  • Only select Show invitations even when agents are unavailable/offline when you leverage the bot for proactive rules
  • Stop inviting a customer after multiple missed opportunities (declines and ignores)
  • Do not offer an invite if they are already chatting (Criteria: Current chat status = no chat)
  • Invite visitors based on time on page/site
  • Under Criteria, enable Seconds since last chat or last chat invite to be 30 seconds or more
  • Under Actions, enable Do not auto-invite the customer if they have already had a chat during this visit