An engagement is a banner or button that launches a conversation between your brand and their customer.
1. In the Campaign Builder page click Add engagement. The select engagement source flyout menu appears.
2. Select Web. The Engagement template gallery appears.
3. Provide the required information for the engagement:
- Type: Select between conversation and content for your engagement, select conversation for chat.
- Format: Select the format that your engagement is shown on your customers screen.
- Use case: Select a business use case for which you would like to display associated creative templates.
- Size: Select the size of the engagement in pixels.
- Style: Select from the options the style for your engagement.
Click Next. The Engagement settings page appears.
4. Provide the required Engagement settings:
- Conversation type: Select messaging as the conversation type.
- Authentication: Click to enable or disable authentication for your engagement.
- Routing: Select between All skills or a specific skill for your engagement.
- Add note to agents: Click add a note for the agents in the engagement.
- Conversation window opens as: Select the mode in which the window will be presented to the consumer, embedded in the page or as a separate browser window.
- Language: Select or add a default language for the engagement.
- Customize: You have the option to customize the following options:
- Customize Automatic Messages: Click to edit automated messages generated by the system.
- Customize Predefined Content: Add and edit Predefined Content to improve agent efficiency when corresponding with visitors.
Click Next. The Engagement studio page appears.
5. Provide the required information to customize your engagement:
- Size & Placement: Click to adjust the size and placement of your engagement window.
- Background: Click to adjust the background and border options for your engagement window.
- Add element: Click to add text, image, or button elements for your engagement window.
- Preview: Click to view a preview of your engagement window.
Click Next. The engagement window library page appears.
6. Select a theme or create a new one to customize the look and feel of your conversation window.
ℹ️ Utilize the options available to customize the window elements and to add surveys to collect information from your brand's customers.
Click Save to add the theme to the library and click Next. The entry point library page appears.
ℹ️ You can select the default entry point or one that is already created from the entry point library page if it meets your brand's requirements.
8. Provide the required information for your new entry point:
- Entry point name: Provide the name for your new entry point.
- Entry point source: Select Web from the dropdown menu.
- Define entry point by: Select Page from the options.
- Define where the entry point can be displayed: Provide the URL where the entry point is to be added.
- Add page: Click to add more pages to where the entry point is to be displayed.
- Exclude entry point: Click to add pages to where the entry point must not be displayed.
Click Save. The entry point is added to the library.
Click Next. The Behavioral targeting library page appears.
9. Click Add new to create new behavior to target the brand's customers. The add new behavioral targeting page appears.
ℹ️ You can select the default entry point or one that is already created from the entry point library page if it meets your brand's requirements.
10. Provide the required information to customize your new behavioral target:
- Behavioral tageting name: Provide the name for your new behavioural targeting setting.
- Conditions setting: The condition settings that you can set up to your brand's requirement can be added here.
- Conditions: Click from the menu to add the conditions that you require to further customize in the conditions setting.
ℹ️ You can utilize the behavioral targeting page to configure Proactive Invites, for more information on this refer to the Proactive Invites section.
Click Done. The engagement is added to your campaign.
ℹ️ You can click "Engagement 1" to rename the published engagement.
Click Publish to publish the newly created engagement to your campaign.
