Use Guide engagements to offer proactive digital
Any channel, contact, or skill associated with Digital Experience. assistance to your website visitors based on their behavior on the website. Engagements are made up of rules and actions. When the visitor meets the conditions specified in the rule, the action takes place to display an engagement on the visitor's screen. Engagement rules can offer templates or proactive offers.
High Level Steps
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Prepare the engagement content. For example, if displaying a Guide template, make sure you define the template. Or if displaying a proactive offer that includes a CXone Expert article, make sure that the article is written and is available in a knowledge base entry point.
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If needed, use the Engagement Mapper to map website elements such as buttons, links, form fields, and other controls on your website that have associated CSS selectors. The value of the mapped element can then be used as criteria when setting engagement rules.
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Create an engagement rule that specifies the behavior and specific conditions that must be met to display the engagement.
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Create the engagement action to determine what type of engagement to offer. For example, the engagement might be a Guide template or a proactive offer.
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Activate the engagement rule. Every page you want to use the rule must have Guide implemented.