Action Rules

Navigation path: Rules > Action Rules

Summary

Purpose

Action Rules allow you to manage the visibility of your WebChat and allow you to initiate a conversation with a visitor at the right time.

Functionalities / need to know

An Action Rule consists of one or more rules. There are two types of Action Rules: WebChat and Analytics. Each rule is described by a ConditionType. The Action Rule triggers an action. Comprehensively, here the structure of Action Rules:

• Action Rule
  • Rule 1 (RuleType)
    • Condition (ConditionType)
  • Rule 2
  • ...
  • Action (ActionType)

Note: Action Rules can be exported and imported via the orange buttons in the top row

Feature descriptions

Your first Action Rule

To create your first Action Rule click + New Action Rules. As a first step, make sure you give your rule a descriptive name. There are two main types of Action Rules: WebChat and Analytics.

WebChat

Page or Chat

WebChat Action Rules can be executed on Page or Chat level:

ExecutionType	Description
Page	Rule is executed once a user opens the page where the WebChat is embedded.
Chat	Rule is executed once a user clicks the WebChat widget and opens the chat.

ConditionTypes

You can select the specific condition by clicking + Condition.

Note: A condition can be negated by clicking on the toggle switch after selecting the condition type.

ConditionType	Description
Agent is online	Triggers when an agent is online
Agents are offline	Triggers when all agents are offline
Agents are busy	Triggers when all agents are busy (agent has reached max concurrent chats or is offline)
User is on Page for	When the user is on the page for a specific amount of time
User revisits page	User revisits the page
User sends message	User sends a message in the Chat
Current time	When the current time is in a defined time window
Inside Opening Hours	When the current time is inside defined opening hours
Outside Opening Hours	When the current time is outside defined opening hours
Domain	When the user visits a specific domain
Path	When a user visits a website in a specific path
Country	When the user's location is in a specific country
City	When the user's location is in a specific city

Analytics

Note: To enable Analytics Action Rules, you need the CX Analytics suite.

ConditionType	Description
Visited website path	Is true, when customer visits this page during session. Is very likely to be combined with the other ConditionTypes.
Typed text	Define rules which are matching input text.
Clicked at element	Define the text where the click is triggered. It is possible to track the text of a button, hyperlink or even non-clickable elements with text.
Clicked at CSS	Define the CSS class of an element that shall initiate a trigger action when being clicked.

Matching Conditions	Description
equals	When the value is the same as the given text
contains	When given value is inside the compared text (for the most cases, "contains" is the option to go).
contains not	Negation of the "contains" rule
ends with	When the value ends with the given text
starts with	When the value starts with the given text
regex	Learn more about Regex (Wikipedia).

Action

ActionType	Description
Send Flow	Execute a Flow once the conditions match.
Show Chat	Show chat only once the conditions match. (Enabling this action hides the chat button by default. If the chat button is hidden through the WebChat settings already, this action will NOT cause it to become visible.)
Open Chat	Shows the defined Chat and opens it
*Show Co-Browsing Button	Shows the Co-Browsing button on the page
Show Form	Show a Form inside the chat window.
JavaScript Event	Triggers a JavaScript Event by a given name