How Proactive Triggers work

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of How Proactive Triggers work

    Proactive Triggers enhance user engagement by automatically initiating actions based on user behavior, such as viewing specific content. This functionality allows organizations to provide timely assistance and information to users, improving their overall experience.

    Show full answer Show less

    Key Features

    • Use Cases: Admins can create rules that activate in response to specific user actions. For example, viewing a Knowledge article with the keyword “VPN” can trigger a Virtual Agent conversation to assist with VPN issues, while viewing catalog items with keywords like “laptop” can connect users to live agents for support.
    • Customization: Multiple rules can be configured with different delay times and criteria, allowing for tailored user experiences.
    • Trigger Process: Proactive Triggers evaluate page URLs or API calls to determine applicable rules. They check rules in order, and if a match is found, the corresponding actions are executed.

    Key Outcomes

    When a matching Proactive Trigger rule is activated, a pop-up message appears on the webpage, configured by the admin. Users can interact with this message, leading to a chat widget that opens and runs the relevant Virtual Agent topic or connects them to a live agent, thus streamlining user support and enhancing satisfaction.

    Explore example use cases and how information flows through the Proactive Triggers process.

    Proactive Triggers use cases

    Proactive Triggers are useful in various scenarios. Explore the following example use cases to determine how to use Proactive Triggers effectively for your organization.

    • An admin creates a Proactive Triggers rule that runs when a user views a Knowledge article containing the keyword “VPN” (or any other keyword that has a matching Virtual Agent topic). The admin configures the rule to run the VPN Connectivity Virtual Agent conversation, which proactively helps the user resolve the VPN issues.

    • An admin creates a Proactive Triggers rule that runs when a user views any catalog item with a short description that includes a specific keyword, such as “laptop.” The admin configures the rule to connect the user to a live agent, using the Live Agent Support topic, which proactively helps the user get assistance in ordering a laptop.

    You can also use Proactive Triggers to engage with customers in more complex scenarios. Admin users can create multiple rules using different delay times and different user criteria to create a customized user experience. For more information about configuring more complex scenarios, see Multiple Proactive Triggers rules and actions.

    Proactive Triggers process

    1. Whenever an end user navigates to a Proactive Triggers enabled page, Proactive Triggers reads the page URL or called API to determine if any Proactive Triggers rules should run.
    2. During this analysis, Proactive Triggers determines the Trigger Type source.
      Web browsing (client side) Trigger type
      Knowledge Base pages Knowledge
      Service Catalog pages Catalog Item
      Portal home pages Portal Home
      All other portal pages URL
      System API (server side) Trigger type
      Search event on portal pages Search Event
    3. Next, Proactive Triggers evaluates all the Proactive Triggers rules for that Trigger Type one by one until a matching rule is found.
      Note:
      Rules are created with the required fields Delay Time and Order. During the rule matching process, rules are analyzed in ascending Order, according to the order number assigned. If the Delay Time is reached before the order number, the Delay Time takes precedent.
    4. After a Proactive rule has been matched, the rule's actions are evaluated one by one. This evaluation proceeds in ascending order, according to the Order field in the associated Proactive actions. As part of this process, the Applies To field is compared with the user visiting the page to determine if the action applies to this user.
    5. After Proactive Triggers identifies at least one rule and action that apply to the visiting user and the Delay Time has been met, a pop-up message appears directly on the web page. The contents of this message are configured by the admin for the matched action.
    6. If the user selects the pop-up message, the chat widget opens. If the matched action is of the type Virtual Agent Topic, the chat widget also runs the topic configured in that action.