Chat Custom Visitor Event

Fires the rule when the customer performs a specified behavior.

This rule is not used by Guide. It is provided for existing digital chat customers who may have implemented this rule. It is unavailable for new customers.

Create This Rule

  1. Click the app selector and select ACD.

  2. Go to GUIDE > Engagement Rules.

  3. Click Add engagement rules.

  4. Enter a Name for the rule. Since you can assign multiple actions to the same rule, use a name based on the event or conditions rather than an associated action.

  5. From the Event drop-down, select Chat Custom visitor event.

  6. Enter the Visitor event type. This is a free-form text field, so you can enter anything you like.

  7. From the Application type drop-down, select Browser or Native. This changes the conditions that are available for this rule. See the sections below for details.

  8. In the Delayed execution field, enter the number of seconds that Guide should wait after the selected event occurs before firing the rule. If you want it to happen immediately, enter 0.
  9. Click Save.
  10. From the detail page, click Activate when your rule is completely configured.

Add a Condition

  1. From the detail page, click Add Condition.
  2. Use the drop-down to select the condition you want. Refer to the table below for a list of conditions available for what you just created.
  3. Click Select.
  4. Some conditions require additional configuration. Refer to the table below for instructions.

Available Conditions: Browser

Condition Type Details and Instructions Requires Guide License?
Current page

This condition checks the page URL to fire the action.

    Page URL
  1. From the drop-down, select Equals, Not Equals, Contains, Does Not Contain, or Regex.
  2. Enter the URL for the page on your site. Separate multiple URLs on different lines.
  3. Click Save.
 No
Custom condition

Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false).

  • Enter the URL that returns the result of your rule.
 Yes
Custom variable

Checks a custom variable that was relayed to Guide using JS API.

  1. Click Add New Custom Variable.
  2. Enter your Custom variable.
  3. From the drop-down, select one of the following:
    • Equals (text).
    • Not Equals (text).
    • Contains (text).
    • Does not contain (text).
    • Regex (text).
    • Lower than (number).
    • Lower than or equal (number).
    • Equals (number).
    • Greater than or equal (number).
    • Greater than (number).
  4. Enter what the variable value should be for this condition. Separate multiple values on different lines.
  5. Click Add new custom variable to add more, or click Save.
 Yes
Date and time

Executes actions during or outside of specified time frames.

  1. Select a radio button to Include selected days and times or Exclude selected days and times.
  2. From the drop-down, select Day of the week or Date range.
  3. For Day of the week, select the checkbox for any day that should be a part of the condition.
  4. For Date range, type or use the pop-up calendar to select a start and end date.
  5. Use the Choose time slot options to specify times of day for this condition.
  6. Click Save.
No
Device Type

Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet.

  1. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.
 No

Element clicked

Executes actions if a user clicks on a mapped part of your website. This requires the use of Engagement Mapper.

  1. Click Select. This opens a new page.
  2. Enter the name you gave the element when you mapped it.
  3. Clicked Save.
Yes
External Referrer

Executes actions based on the external source that sent a visitor to your site.

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter a site that sends visitors to your page. Separate multiple URLs on different lines.
  3. Click Save.
 Yes
Field is edited

Executes actions if a user changes the value of a mapped field on your website. This requires the use of Engagement Mapper.

  1. Click Select. This opens a new page.
  2. Enter the name you gave the field when you mapped it.
  3. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to.
  4. Enter the new value of the field that you want this condition to apply to. Separate multiple values on different lines.
  5. Click Save.
Yes
Fingerprint

Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location.

  1. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of.
  2. For each section, enter the value that matches the data type. Separate multiple values on different lines.
  3. Click Save.
 No
Menu item Clicked

Executes actions if a visitor selects an item from a mapped menu on your website. This requires the use of Engagement Mapper.

  1. Click Select. This opens a new page.
  2. Enter the name you gave the menu when you mapped it.
  3. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to.
  4. Enter the name of the menu item that you want this condition to apply to. Separate multiple values on different lines.
  5. Click Save.
 Yes
New and Returning Visitors

Executes actions based on whether the visitor is new to your website or a returning visitor.

To offer the engagement rule for new visitors:

  1. Select the New Visitors box.

  2. Click Save.

To offer the engagement rule for returning visitors:

  1. Select the Returning Visitors box.

  2. Set the requirements for returning visitors, including how many previous visits and within what time span. The maximum time span is 365 days.

    A visit is counted when the visitor navigates to a page on which Guide is embedded. A visit ends after 30 minutes of inactivity.

  3. Click Save.

If you select both the New Visitors and Returning Visitors boxes, the engagement rule fires if the visitor is new or meets the returning visitor requirements.

Note that visitor data is stored in the browser. If a visitor switches browsers, they are considered a new visitor.

Yes
Page Element exists

Executes actions based on a mapped page element appearing on a website page. This requires the use of Engagement Mapper.

To execute the actions based on a mapped element appearing on a website page:

  1. Click Select. This opens a new page.

  2. Enter the name you gave the mapped element.

  3. Click Save.

 Yes
Probability of execution

Executes actions based on a probability percentage.

  1. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes.
  2. Click Save.
 Yes
Scroll Depth

Executes actions based on how far on the page a visitor scrolls.

    Page URL

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

    3. Scroll Depth

  3. Add a percentage of the page. This value cannot be negative.
  4. Click Save.
 Yes
Time spent on current page

Executes actions based on the amount of time a visitor spends on a page. If the visitor switches pages, the timer is reset to 0.

Note the following:

  • To limit the action to specific pages, include the Current Page condition.

  • See also the Time spent on page condition, where the time is cumulative across page visits.

    Time spent

  1. Enter a number of seconds. This value cannot be negative.
  2. Click Save.
 Yes
Time spent on page

Executes actions based on the cumulative time that a visitor spends on selected pages.

Note the following:

  • If the visitor spends 30 seconds on a page, navigates to another page, and then returns to the original page, the time spent on the original page is 30 seconds plus any new time spent on the page.

  • See also the Time spent on current page condition, where the time is not cumulative across page visits.

    Page URL

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter the URL for the page on your site. Separate multiple URLs on different lines.

    3. Time spent on page

  3. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than.
  4. Enter a number of seconds. This value cannot be negative.
  5. Click Save.
 Yes
Time spent on site

Executes actions based on how much time a visitor spent on your site. This depends on a specified period of time.

    Time spent on website

  1. From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than.
  2. Enter a number of minutes. This value cannot be negative.

    3. Number of passed days

  3. From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than.
  4. Enter a number of days. This value cannot be negative.
  5. Click Save.
 Yes
UTM Parameters

Executes actions based on information provided by the visitor's browser.

    Source

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter a site that sends visitors to your page.

    3. Medium

  3. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  4. Enter a type of link that can be used to get to your page.

    5. Campaign

  5. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  6. Enter a specific product promotion or strategic campaign.

    7. Term

  7. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  8. Enter a search term that leads visitors to your page.

    9. Content

  9. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  10. Enter a specific item that can be clicked to bring visitor to your page.
  11. Click Save.
 Yes
Visited pages

Executes actions if a visitor has previously been on one or more specified pages.

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter the URL of a web page for this condition. Separate multiple URLs on different lines.
  3. Click Save.
 Yes

Available Conditions: Native

Condition Type Details and Instructions Requires Guide License?
Custom condition

Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false).

  • Enter the URL that returns the result of your rule.
 Yes
Custom variable

Checks a custom variable that was relayed to Guide using JS API.

  1. Click Add New Custom Variable.
  2. Enter your Custom variable.
  3. From the drop-down, select one of the following:
    • Equals (text).
    • Not Equals (text).
    • Contains (text).
    • Does not contain (text).
    • Regex (text).
    • Lower than (number).
    • Lower than or equal (number).
    • Equals (number).
    • Greater than or equal (number).
    • Greater than (number).
  4. Enter what the variable value should be for this condition. Separate multiple values on different lines.
  5. Click Add new custom variable to add more, or click Save.
 Yes
Date and time

Executes actions during or outside of specified time frames.

  1. Select a radio button to Include selected days and times or Exclude selected days and times.
  2. From the drop-down, select Day of the week or Date range.
  3. For Day of the week, select the checkbox for any day that should be a part of the condition.
  4. For Date range, type or use the pop-up calendar to select a start and end date.
  5. Use the Choose time slot options to specify times of day for this condition.
  6. Click Save.
No
Device Type

Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet.

  1. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.
 No
External Referrer

Executes actions based on the external source that sent a visitor to your site.

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter a site that sends visitors to your page. Separate multiple URLs on different lines.
  3. Click Save.
 Yes
Fingerprint

Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location.

  1. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of.
  2. For each section, enter the value that matches the data type. Separate multiple values on different lines.
  3. Click Save.
 No
Probability of execution

Executes actions based on a probability percentage.

  1. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes.
  2. Click Save.
 Yes
UTM Parameters

Executes actions based on information provided by the visitor's browser.

    Source

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter a site that sends visitors to your page.

    3. Medium

  3. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  4. Enter a type of link that can be used to get to your page.

    5. Campaign

  5. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  6. Enter a specific product promotion or strategic campaign.

    7. Term

  7. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  8. Enter a search term that leads visitors to your page.

    9. Content

  9. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  10. Enter a specific item that can be clicked to bring visitor to your page.
  11. Click Save.
 Yes
Visited pages

Executes actions if a visitor has previously been on one or more specified pages.

  1. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex.
  2. Enter the URL of a web page for this condition. Separate multiple URLs on different lines.
  3. Click Save.
 Yes

Add an Action

  1. From the detail page, click either Add new action or Add existing action, depending on if the action you want already exists.

  2. If you clicked Add new action, follow the steps to create the action you want.
  3. If you clicked Add existing action:
    1. Use the drop-down to select the action you want.
    2. Click Add.