Chat Popup Box

Provides a customizable template to design a chat popup box. This action only runs for visitors using the web.

Create This Action

1. Click the app selector and select ACD.

2. Go to GUIDE > Engagement Actions.

3. Click Add.
4. Enter a Name that describes what the action does.
5. From the Action drop-down, select Chat Popup Box.
6. Enter a Popup box name.
7. Select the Template that you want to use for the layout of the pop-up box. Examples of each template appear beneath the Template drop-down list.

8. In the Content section, configure the text and image used in the pop-up. In the text fields, you can enter plain text or you can enter input formatted to use custom fields. Using custom fields can help personalize the experience for your customer.

   Plain Text Input Example

   Dear customer, we would like to offer you a special discount of 5%.

   Custom Field Input Example

   Dear {{customer.firstName}}, we would like to offer you a special discount of {{customer.customField.discountValue}}.

   If you use custom fields, it is a good idea to include a fallback value in case the custom field fails. To do this, add an extra line to the text in the following format:

   {{fallbackMessage|Dear customer, we would like to offer you a special discount of 5%.}}

   Any text behind the | is considered the fallback message.

9. In the Call to Action section, Select Enable from the Show call to action drop-down if the template you selected supports a call to action and you want to include one in this pop-up. Enter the Call to action text.
10. In the Design Customization section, configure the appearance of the pop-up's size, background, borders, and text. If you include colors, you don't need to include CSS tags, such as background-color.  You only need to include the color name, HEX number (including the number sign (#)). RGB setting, or other CSS-supported method of defining colors.
11. In the Position section, select the location on the page from the Position drop-down. You can further modify the location of the pop-up by entering a number of pixels in the Offset X and Offset Y text boxes.
12. In the Handover section, select up to three custom fields.
13. Click Save.

Add the Action to a Rule

1. Go to GUIDE > Engagement Rules.

2. Locate the rule you want to assign this action to and open it.

3. Click Add existing action.

4. Use the drop-down to select this action. The drop-down displays the Name you gave the action, not the Action of the rule.
5. Click Add.