Knowledge Base
Action Rules
Last Modified: Mar 19, 2024
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 is the structure of Action Rules:
- Action Rule
- Rule 1 (RuleType)
- Condition (ConditionType)
- Rule 2
- ...
- Action (ActionType)
- Rule 1 (RuleType)
📌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 the Page or Chat level:
| Execution Type | Description |
|---|---|
Page | The rule is executed once a user opens the page where the WebChat is embedded. |
Chat | The 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.
| Condition Type | 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.
Action
