Triggered by API

Origin: This rule event requires the use of proactive chat with the CXone Mobile SDK. Contact your CXone Account Representative for more information.

This rule fires when an API call is made.

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 Triggered by API.

  6. From the Data Type drop-down, select if the rule will apply to Chat Window or Visitor Destination. This changes the conditions that are available for this rule. See the sections below for details.

  7. 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.
  8. Click Save.
  9. 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: Chat Window

If the Data Type drop-down is set to Chat Window, the following triggers are available.

Condition Type Details and Instructions Requires Guide License?
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
Excluded visitor tags

Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action.

  1. Click Select. This opens a new page.
  2. Click Add for any tags a visitor should not have for the rule to fire.
  3. Click Back. This redirects you to the rule detail page.

Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.

 Yes
Included visitor tags

Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action.

  1. Click Select. This opens a new page.
  2. Click Add for any tags a visitor should have for the rule to fire.
  3. Click Back. This redirects you to the rule detail page.

Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.

 Yes
Proactive action grace period

Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days.

  1. In the first field, enter a number of days from 0-29.
  2. In the second field, enter a number of hours from 0-23.
  3. In the third field, enter a number of minutes from 0-59.
  4. 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

Available Conditions: Visitor Destination

If the Data Type drop-down is set to Visitor Destination, the following triggers are available.

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
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
Excluded visitor tags

Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action.

  1. Click Select. This opens a new page.
  2. Click Add for any tags a visitor should not have for the rule to fire.
  3. Click Back. This redirects you to the rule detail page.

Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.

 Yes
Included visitor tags

Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action.

  1. Click Select. This opens a new page.
  2. Click Add for any tags a visitor should have for the rule to fire.
  3. Click Back. This redirects you to the rule detail page.

Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.

 Yes
Proactive action grace period

Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days.

  1. In the first field, enter a number of days from 0-29.
  2. In the second field, enter a number of hours from 0-23.
  3. In the third field, enter a number of minutes from 0-59.
  4. 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

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.