‎Configure where and when prompt will trigger

Configure where and when prompt will trigger

Updated

1 year ago

What is an Intercept?

While a creative contains the content you want to display, an Intercept defines when and where to display said creative.

One intercept can be linked to one or multiple creatives.

To create an intercept, open your proactive prompt folder, Select "Intercepts" from the drop down on the top right, and then click on create New

Structure

An Intercept structure looks something like this

Common conditions to be applied to all creatives linked with the intercept
Define creatives to be linked. (We put this in a field called variants)
Extra conditions to be applied to specific creatives. (We put this in a field called variants)

For eg. If you have made two creatives, one for mobile browser and one for desktop browser and you want them to come up on specific URLs A, B and C

Then your intercept conditions will look something like this.

We have created two variant tabs, in each variant tab we have added the creative name and the extra conditions

Configure and Intercept

Field

Description

Basic Information

Name for the Intercept

Enter a name for the intercept. It will not be visible to the customers.

Intercept Status

Select as Active.

Select Deactivated if you do not want to use it further.

Description

Enter a description for the intercept.

Define Intercept Display Conditions

Select the conditions from the dropdown based on which you want your customers to receive the pop-up.

You can add as many conditions as you want using AND/OR.

For example, a prompt can be triggered based on the visitor information and behavior metrics such as browser, device type, country, city, region, current URL, time spent on the website, visit times, number of agents available, number of pending cases, max snooze reached, page view in the current session and across sessions, and more.

Note:

When choosing conditions "Number of Pending Cases" and/or "Number of Agents Available," you have the option to define the associated Work Queues and Skills. Unlike the previous limitation of extracting these parameters solely from the live chat app, this enhancement empowers you to create custom logic tailored to distinct teams or specific requirements.

Alternatively, if preferred, the option to utilize configurations from the app is still available. Simply opt for the Routing Strategy as "Application Based Routing". It's important to note that if you're already using agent availability or pending case conditions, this update doesn't necessitate changes; you can continue using the same configurations seamlessly.

You can also configure them to appear based on the previous intercepts, surveys triggered/closed and % page scrolled by the website visitor.

Additionally, you can trigger prompts based on profile custom fields, for example, trigger different prompts for existing and new customers.

You can also retrigger a prompt based on the time spent on the page by a user after s/he has already seen the prompt, for example, a customer may close a prompt and stay on the page for x minutes/hours, then you can show the prompt again. To do this, select

1. Intercept Engaged in Session - If the user has done any activity on the prompt like filling the survey.

2. Intercept Closed in Session - If the user has not done any activity and closed it.

Next, select the Last Event Time post which you want to retrigger the prompt.

You can also reduce cart abandonment using proactive prompts and website integration. Based on the cart activity of the user (which may include the number of products in the cart, product category, time since the cart has been modified, etc.), you can target them with predefined contextual prompts.

To enable this, you need to put JS SDK on your website which will pass the information to the Live Chat widget and further can be consumed in proactive prompts as intercepts. Please work with your Success Manager to enable this capability.

Variants

Define Filters

Here, you can create different variants to show different creatives based on different conditions. Add the desired conditions.

Prompt Creative

Select the desired Prompt Creative that you have created under the Creatives section.

Prompt Target

Set the actions for the target buttons. The number of target buttons will depend on the creative that you have selected.

Select the Target as Survey (New Tab),
Survey (Inline),
Open Chat (Chat with Agent),
Open Chat (Route to bot)

Selecting Survey Inline will open the survey as an overlay on the webpage. If you select Survey then under the Target Value field, select the survey that you have created in the Survey Builder.

Selecting Open Chat (Chat with Agent) can be used to trigger a bot flow or chat with an agent directly. More on this in this section.

Note: Contact support team to get the Conversational AI bot app id added in the following DP to use the route to bot action.

DP: INLINE_PUBLISH_ENABLED_APPLICATION

Prompt Schedule

Under Set Days and Time this Prompt can be Sent, select the business hours that you can create and save in the platform settings. While creating business hours, you can set the business days and hours you want to send the prompt on.
Also, select the timezone and date & time for when you want to start and stop sending the prompt.

Intercept Details

Percentage of People to show the Intercept

Select the percentage of people you want to show the prompt to. For example, if you set the percentage to 50% and 4 incognito browsers are opened then the prompt will be displayed in 2 browsers.