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Engagement Actions

Engagement actions determine what Guide does when a rule fires. Most of the actions require additional information about what you want to happen.

Guide provides the following actions that you can set for an engagement rule.

Action	When to Use This Action	Requires Guide License?
Guide Template	Displays the specified template to a visitor when the criteria for the rule is met. The template appears in the lower right or left corner of your website.	No
Guide Proactive Offer	Displays a proactive offer when the criteria for the rule is met. A proactive offer is a small pop-up window with a message and call-to-action buttons. The call-to-action buttons can be any of the following: Guide entry point. Link to a URL. CXone Expert articles. Conversation with a bot A software application that handles customer interactions in place of a live human agent. in chat (with relayed context and customer intentions). Dismissal button.	Yes
Guide Set Branding	Sets the branding for a template. Use this to dynamically display a template with a different color theme.	No
Add Tag to Visitor	Adds a tag you select to a visitor based on their activity on your site.	Yes
Remove Tag from Visitor	Removes a tag you select from a visitor based on their activity on your site.	Yes
Chat mobile application popup box	Pushes a chat pop-up box into the mobile SDK for Android or iOS devices.	No
Chat mobile push notification	Pushes a notification for the chat conversation to Android or iOS devices.	No
Chat Welcome Message	Creates a personalized message to welcome a contact who initiates a chat. This action is not used with Guide. It is provided for existing digital chat customers who may have implemented this action. It is unavailable for new customers.	No
Chat Popup Box	Provides a customizable template to design a chat popup box. This action is not used with Guide. It is provided for existing digital chat customers who may have implemented this action. It is unavailable for new customers.	No
Chat Popup Box HTML	Provides fields to enter custom HTML and JS design for the chat popup box. This action is not used with Guide. It is provided for existing digital chat customers who may have implemented this action. It is unavailable for new customers.	No

Key Facts About Actions

Actions must be added to a rule. They require defined timing and conditions to run.
You can add multiple actions to each rule. When a rule has multiple actions, you can determine the order in which the actions occur.
Each action can be assigned to multiple rules. This means the action would take place in response to a number of different customer behaviors or events.