Use Cases

If you aren't sure how to implement Guide on your website, refer to the following use cases for the high-level steps on implementing Guide engagements:

Display a Proactive Offer to New Visitors

Struggle: Mary Bonnet, the marketing manager at Classics, Inc., wants to advertise an upcoming webinar with a popular author to all first-time visitors on the website. She would like guests to register prior to the event.

Solution: Mary creates a proactive offer that announces the webinar and includes a link to register for the webinar. The offer appears the first time the visitor lands on a page where Guide is embedded. The offer includes a URL link to the registration page for the webinar. It also includes a button that displays a CXone Expert article with information about payment options and a button to dismiss the proactive offer.

Requirements: Guide and CXone Expert

step

details

Create an engagement rule that displays a proactive offer.

Create an engagement rule that displays a proactive offer.

  1. Select ACD > GUIDE > Engagement Rules.

  2. Click Add Engagement rule.

  3. Define the rule:

    • Enter a Name for the rule.

    • From the Event drop-down menu, select Visitor Page View.

    • From the Application type drop-down menu, select Browser.

    • In the Visitor event type field, enter any text. This field is not used.

    • Leave Delayed execution at 0.

    • Click Save.

  4. Add the rule conditions, which are the criteria for when the rule should be run.

    • Click Add Condition and then select the New and Returning Visitors condition.

    • Select the New Visitors box and deselect the Returning Visitors box.

    • Click Save.

  5. Add the action for the rule, in this case. In this case, the action is a proactive offer. Click Add new action.

    Define the proactive offer parameters:

    • Enter a Name for the proactive offer.

    • Set Action to Guide Proactive Offer.

    • Click Save.

    • To keep it simple, omit the Image.

    • Add a Headline such as Author Meet Up.

    • Add the Main body text. For example, the message might be: Meet Novelist Sean King, Monday, July 1, at 7:00 PM.

    Then define a call to action button for the proactive offer:

    • Set the Label to Register. This is the text shown to the visitor on the button.

    • Set the Name to a name for the call to action. This is an internal name that the visitor will not see.

    • Set the Design to Primary. This makes it the button that is selected by default. Only one button can be primary.

    • Set the Type to Link. Enter the URL of the web page where visitors can read more about the event and register.

    Define the second button to display a CXone Expert article:

    • Set the Label to Payment Options.

    • Set the Design to Secondary.

    • Set the Type to Expert article. Then select the knowledge base entry point and the search text to find the desired article to display.

    Define the third button to dismiss the proactive offer.

  6. Click Activate to make the rule available to website visitors.

Embed Guide on your website.

Embed Guide on your website by copying the JavaScript code and pasting it into the header of each page where you want to offer Guide.

Verify that the proactive offer appears.

 Because this offer is just for new visitors, testing may require that you use a different browser or computer so that Guide considers you a new visitor. Visit a page on your website where Guide is embedded to see the proactive offer.
Check the Guide engagement data.

Use the CXone Dashboard to monitor the success of your proactive offer. For example, configure the Metrics Interval widget to monitor the success of your proactive offer over a period of time.

Offer Chat Button When Agents Are Available

Struggle: Hilary, the e-commerce sales manager at Classics, Inc., is expecting record sales for Cyber Monday. She will be fully staffed with agents to assist customers as they shop. She would like the chat button to appear on the home page of the website, but only appear when agents are available to assist shoppers.

Solution: Hilary creates a Guide rule to display the chat button on the home page of the website when agents are available to assist visitors:

If the visitor clicks the chat button, the chat channel appears in the Guide widget:

The Guide chat widget where the visitor enters identifying information before starting a chat.

Requirements: Guide and chat

step

details
Define the buttons and branding.

If not done already:

  • Define the chat channel button.

  • Define the branding to use for the Guide widget.
Create a chat entry point.

Create a chat entry point.

Create a single-channel template to display the Chat button.

Create a single-channel template:

  • Set Template Type to Single Channel - One Button.

  • Set Template position to Bottom right.

  • Leave Theme color blank to use your branding color theme. Click Save.

  • Set Entry point to the chat entry point you created. Leave Button blank to use the default chat button.

  • After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the button to start a chat appears. Confirm that the branding looks right.

Create an engagement rule that displays the template on the home page of your website.

Create an engagement rule that displays the template.

Use ACD > GUIDE > Engagement Rule to create a rule:

  • Create a rule based on the Visitor Page View event.

  • Set Application Type to Browser.

  • Create a Current Page condition. From the Page URL drop-down, select Contains. In the text box that appears, enter the URL of the home page.

  • Create a Chat Is Active condition and select Yes from the first drop-down list. Leave the Skills drop-down empty to not require available agents to have a specific skill.

Use ACD > GUIDE > Engagement Action to create an action:

  • Set Action to Guide Template.

  • Set Guide template to the single-channel template you created.

  • Enter a name in the Proactive action name field. The field is not used.

  • Select Change template realtime to continuously check whether chat is available while the visitor is on a page, not just when the visitor navigates to the page.

  • Click Save to save the action to the rule.

Finally, use ACD > GUIDE > Engagement Rule to add the action to the rule and activate the rule:

  • Click Add existing action to add the action you created to the rule.

  • Click Activate to make the rule available to website visitors.

Embed Guide on your website.

Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.

Verify the template appears on the home page.

Go to the home page of your website and make sure that the chat channel appears. The chat channel only appears if agents are available due to the Chat Is Active condition.

Highlight Preferred Digital Channels

Struggle: Contact center administrator Akela Wolfe is working with a limited number of agents and prefers visitors start a chat or send an email instead of using voice to contact agents.

Solution: Akela creates a Guide multi-channel template that highlights the preferred channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to use. The template first displays a menu button of a bell alerting the visitor that they can get assistance on the page:

A round button with an image of concierge desk bell that customers click to display the Guide channel menu.

When the visitor clicks the menu button, the chat and email buttons appear:

An example Guide menu that offers the chat and email channels. The chat channel shows two chat bubbles. The email channel shows an envelope.

If the visitor clicks the chat button, the chat channel appears in the Guide widget:

The Guide chat widget where the visitor enters identifying information before starting a chat.

Or if they click the email button, the email channel appears in the Guide widget.

The Guide email widget where the visitor writes the email message to submit.

Requirements: Guide, chat, and email

step

details
Define the buttons and branding.

If not done already:

  • Define the following buttons:

    • Guide menu button

    • Chat channel button

    • Email channel button

  • Define the branding to use for the Guide widget.
Create a chat entry point.

Create a chat entry point.

Create an email entry point.

Create an email entry point.

Create a multi-channel template that defines two buttons.

Create a multi-channel template:

  • Set Template Type to Standard Menu - Multiple Buttons.

  • Set Template position to Bottom left.

  • Leave Theme color blank to use your branding color theme. Click Save.

  • Set Template direction to Horizontal.

  • Set Menu button to the Guide menu button you created.

  • Define Template slot 1 as the chat channel in the template. Set Entry point to the chat entry point you created. Select the chat channel button you created. Set label to any value. Click Choose File to select an image to use for the precontact survey icon. This is required. You can leave the Precontact survey label field blank.

  • Define Template slot 2 as the email channel in the template. Set Entry point to the email entry point you created.

  • Leave the fields blank for Template slot 3 and Template slot 4.

  • After saving the changes, check the appearance of the template by clicking Initialization & Test.

    • Make sure that the correct button appears.

    • Confirm the branding looks right.

Create an engagement rule that displays the template on the home page of your website.

Create an engagement rule that displays the template.

Use ACD > GUIDE > Engagement Rule to create a rule:

  • Create a rule based on the Visitor Page View event.

  • Set Application Type to Browser.

  • To limit the template to appearing on the home page of your website, create a Current Page condition and from the Page URL drop-down list, select Contains. In the text box that appears, enter the URL of the home page.

Use ACD > GUIDE > Engagement Action to create an action:

  • Set Action to Guide Template.

  • Set Guide template to the multi-channel template you created.

  • Enter a name in the Proactive action name field. The field is not used.

Finally, use ACD > GUIDE > Engagement Rule to add the action to the rule and activate the rule:

  • Click Add existing action to add the action you created to the rule.

  • Click Activate to make the rule available to website visitors.

Embed Guide on your website.

Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.

Verify the template appears on the home page.

Go to the home page of your website and make sure that the Guide widget appears with the chat and email channels.

Reduce Agent Load by Displaying a Proactive Offer

Struggle: As a contact center administrator, Akela Wolfe knows that visitors often forget how to use their annual birthday discount. They often require assistance from agents to apply the discount when checking out online.

Solution: Akela requests the agent named Fran, who has access to the CXone Expert knowledge base, to write an article that addresses the frequently asked questions. Akela then uses Guide to create a proactive offer that assists the visitor with the birthday discount when they type birthday in the Discount Code field on the check out page. The proactive offer includes a button to view the CXone Expert article written by Fran and a button to view the registration page on the Classics website to register for the discount.

A Guide proactive offer that offers three call-to-action buttons.

Requirements: Guide and CXone Expert

step

details
Define the buttons and branding.

If not done already:

Create an article in CXone Expert.

In CXone Expert, write an article that highlights the common questions about using the birthday discount.

Create an entry point for the birthday article and other related articles.

Create a Knowledge Base entry point:

  • For Knowledge Base, select the name of knowledge base that contains the birthday article.

  • For Article Search, start typing the name of the birthday article. When the article appears, click Add to move the article to the Default articles list.

Use the Engagement Mapper to map the value birthday in the Discount Code field.

To map a field, first install the Engagement Manager. Then, go to the checkout page on your website site and do the following:

  • Type birthday in the Discount Code field.

  • Map the value in the field by highlighting it with the Engagement Mapper.

  • Rename the mapped element to something helpful, for example, BirthdayInDiscountCodeField and save it.

Create an engagement rule that displays a proactive offer.

Create an engagement rule that uses the mapped element with a value of birthday in the Discount Code field to display the proactive offer.

Use ACD > GUIDE > Engagement Rule to create a rule:

  • Create a rule based on the Visitor Page View event.

  • Set Application Type to Browser.

  • Add a Current Page condition and from the Page URL drop-down list, select Contains. In the text box that appears, enter the URL of the check out page.

  • Add another condition for Field is edited. In the Field is edited area, click Select to identify the mapped element. Then enter the mapped element name, and set it to: Contains birthday

Then use ACD > GUIDE > Engagement Action to define the proactive offer:

  • Click Add to add a new action. Set Action to Guide Proactive Offer.

  • Optionally, add an Image and a Headline for the proactive offer. For example, the headline might be: It's Your Birthday!

  • Add the Main body text. For example, the message might be: We can help you with your special birthday discount!

  • Add a call-to-action button that displays the knowledge base entry point for the article on using the birthday discount.

    • Set the Label to Learn More.

    • Set the Name to a name for the call to action.

    • Set the Design to Primary.

    • Set the Type to Expert article. Select the knowledge base entry point to use, and then select the specific article to display.

  • Add a call-to-action button that links to the birthday discount registration page on your website.

    • Set the Label to Register for Discount.

    • Set the Name to a name for the call to action.

    • Set the Design to Secondary.

    • Set the Type to Link. Enter the URL of the web page to display with information on joining the birthday club to get the discount.

  • Add a call-to-action button to dismiss the proactive offer widget.

    • Set the Label to No Thanks.

    • Set the Name to a name for the call to action.

    • Set the Design to Secondary.

    • Set the Type to Decline.

Finally, use ACD > GUIDE > Engagement Rule to add the action to the rule and activate the rule:

  • Click Add existing action to add the proactive offer action you created to the rule.

  • Click Activate to make the rule available to website visitors.

Embed Guide on your website.

Embed Guide on your website by copying the JavaScript code and pasting it into the header of the check out page of your website.

Verify that the proactive offer appears in the correct cases.

 On your website, enter the word birthday in the Discount Code field on the check out page. The proactive offer should appear and have buttons for learning more about the discount or linking to the registration website.
Check the Guide engagement data.

Use the CXone Dashboard to monitor the success of your proactive offer. For example, configure the Metrics Interval widget to monitor the success of your engagement rule over a period of time.

Provide Self Service Assistance When Contact Center Is Closed

Struggle: The contact center is open 7:00 AM to 7:00 PM on weekdays. Contact center administrator Akela Wolfe would like to provide more support for website visitors on the home page while agents are unavailable.

Solution: Akela creates two Guide templates and two engagement rules:

  • Weekday rule: When it is a weekday, and the hours are between 7:00 AM and 7:00 PM, display the template with the chat channel.

  • Weekend and evening rule: When it is a weekend, or it is a weekday and the hours are between 7:01 PM and 6:59 AM, display a portal template with five articles that answer the most common questions and offer the email channel.

Requirements: Guide, CXone Expert, Chat, and Email

step

details
Define the buttons and branding.

If not done already:

  • Define the buttons to use for the chat, email, and knowledge base channels.

  • Define the branding to use for the Guide widget.
Create the articles.

In CXone Expert, write the five articles that answer the common most common questions visitors have when using your website.

Create an entry point for the portal of articles to offer.

Create a Knowledge Base entry point:

  • For Knowledge Base, select the name of knowledge base that contains the articles to offer.

  • For Article Search, start typing the name of the articles to include. When the article appears, click Add to move the article to the Default articles list.

  • Add the four other articles to offer visitors.
Create a chat entry point.

Create a chat entry point.

Create an email entry point.

Create an email entry point.

Create a single-channel template to display the Chat button on week days, while agents are available.

Create a single-channel template:

  • Set Template Type to Single Channel - One Button.

  • Set Template position to Bottom right.

  • Leave Theme color blank to use your branding color theme. Click Save.

  • Set Entry point to the chat entry point you created. Leave Button blank to use the default chat button.

  • After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the button to start a chat appears. Confirm that the branding looks right.
Create a portal template to display over night and on weekends, while agents are unavailable.

Create a portal template:

  • Set Template Type to Customer Portal.

  • Set Template position to Bottom right.

  • Set Template Outline to Knowledge base first.

  • Set Knowledge base to the entry point of the portal to use. The entry point must contain the articles that you want to offer to your website visitors when this template appears. Define the Heading and Sub heading for the portal, such as Helpful Articles.

  • Define Button 1 as the email channel in the template. Set Entry point to the email entry point you created.

  • Leave the fields blank for Button 2, Button 3, and Button 4.

  • After saving the changes, check the appearance of the template by clicking Initialization & Test. Make sure that the correct button appears. Confirm that the branding looks right.

Create the engagement rule to display the single-channel template weekdays 7:00 AM to 7:00 PM.

Create an engagement rule that displays the single-channel template. This is the template that should appear while the contact center is open.

Use ACD > GUIDE > Engagement Rule to create a rule:

  • Create a rule based on the Visitor Page View event.

  • Set Application Type to Browser.

  • Create a Current Page condition and from the Page URL drop-down list, select Contains. In the text box that appears, enter the URL of the home page.

  • Create a Date and time condition. Select Monday through Friday and set Time slot 1 to 7:00 AM to 7:00 PM.

Use ACD > GUIDE > Engagement Action to create an action:

  • Set Action to Guide Template.

  • Set Guide template to the single-channel template you created.

  • Enter a name in the Proactive action name field. The field is not used.

Finally, use ACD > GUIDE > Engagement Rule to add the action to the rule and activate the rule:

  • Click Add existing action to add the action you created to the rule.

  • Click Activate to make the rule available to website visitors.
Create the engagement rule to display the portal template on weekends and weekdays 7:01 PM to 6:59 AM.

Create an engagement rule that displays the portal template. This is the template that should appear while the contact center is closed.

Use ACD > GUIDE > Engagement Rule to create a rule:

  • Create a rule based on the Visitor Page View event.

  • Set Application Type to Browser.

  • Create a Current Page condition and from the Page URL drop-down list, select Contains. In the text box that appears, enter the URL of the home page.

  • Create a Date and time condition. Check the fields for Saturday and Sunday.

  • Create another Date and time condition. Check the fields for Monday through Friday. Then set Time slot 1 to 7:01 PM to 6:59 AM.

Use ACD > GUIDE > Engagement Action to create an action:

  • Set Action to Guide Template.

  • Set Guide template to the portal template you created.

  • Enter a name in the Proactive action name field. The field is not used.

Finally, use ACD > GUIDE > Engagement Rule to add the action to the rule and activate the rule:

  • Click Add existing action to add the action you created to the rule.

  • Click Activate to make the rule available to website visitors.

Embed Guide on your website.

Embed Guide on your website by copying the JavaScript code and pasting it on the home page of your website.

Verify that the templates appear.

On the home page of your website, confirm that the correct Guide template appears at the correct times.