When to fire invitations: Auto-Invite Rule Criteria
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 |
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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. |