Engagement Mapper

The Engagement Mapper in Digital Experience allows you to map UI elements on your website. You can then create rules for your mapped elements to do things when a customer interacts with them. The Engagement Mapper uses Workflow Automation (WFA) triggers, jobs, and conditions to execute rules. For example, you can map a field on your website, then create a trigger for that field with a condition that if a customer enters a specific value in that field, a chat window opens.

Install the Engagement Mapper

  1. Click the app selector and select ACD.
  2. Go to DFO > Points of Contact Digital.
  3. Under Your Channels, click Engagement Mapper. This page allows you to view, edit, or delete any existing mapped elements.
  4. Click and drag the Engagement Mapper button to your browser's bookmarks.

Map Elements on your Webpage

  1. Navigate to the page on your website containing the element to map.
  2. Click Engagement Mapper in your browser's bookmarks.
  3. In the Engagement Mapper panel, click Create.
  4. Move your cursor to highlight the page element you want to map. Click the element.
  5. You can change the default Element Name or the CSS Selector to make the mapping more specific.
    Screenshot of the Engagement Mapper identifying and mapping an element.
  6. Click Save.
  7. Repeat this process for any additional elements you want to map.

Use Mapped Elements in Workflow Automation (WFA)

Workflow automation (WFA) in Digital Experience allows you to automate various tasks and workflows. It can be used with the mapped elements from Engagement Mapper to proactively start chats with customers on your webpage.

  1. Click the app selector and select ACD.
  2. Go to DFO > Automation Triggers.
  3. Configure trigger with one of the following conditions:
    1. Element Clicked
    2. Field is edited
    3. Menu item selected
  4. For each condition type, enter the name of the mapped element the trigger is for. Separate multiple elements with a comma. Follow the additional on-screen instructions specific to each condition type.
  5. Click Save.
  6. Add a job to the trigger to execute the action you want for the mapped element.