Proactive Recommendations configuration for Engagement Messenger

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Proactive Recommendations configuration for Engagement Messenger

    The Proactive Recommendations feature in Engagement Messenger allows you to display context-based, real-time suggestions to users, enhancing their interaction experience. This feature requires enabling recommendations within the Engagement Messenger embed code and the activation of AI Search to function effectively.

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    Recommendations Settings

    This configuration controls how recommendations appear within the messenger interface:

    • Enable recommendation: Toggle to show or hide recommendations.
    • Title and Subtitle text: Customize the heading and descriptive text on the recommendations screen.
    • Show the search bar: Optionally include a search bar to let users search content beyond the provided recommendations.
    • Maximum number of recommendations: Set the limit on how many recommendations are displayed.
    • Link text for additional recommendations: Define the clickable text that lets users view more recommendations.
    • Link text for Engagement Messenger: Customize the footer link text to navigate users back to the messenger home page using the [[display text]] format.

    Note: If AI Search does not return results, the messenger home page is shown instead.

    Proactive Settings

    These settings determine how suggestions are proactively presented after user inactivity:

    • Type: Choose the proactive display type or disable it by selecting None.
    • Animation for launcher icon: Select an animation style such as Ripple or Bounce that activates after 30 seconds of inactivity.
    • Tooltip options: Enable and customize a tooltip message above the launcher icon to guide users.

    Proactive Help Widget Customization

    Depending on the proactive help type selected, you can tailor the widget’s appearance and behavior:

    • Offer search: Customize title, subtitle, and placeholder text for the search widget presented proactively.
    • Offer chat: Define the title, subtitle, and chat button label for the proactive chat widget.
    • Offer the recommendation you configured: Choose to proactively display knowledge articles and catalog items based on your recommendations setup.

    Important: AI Search must be enabled for "Offer search" and "Offer the recommendation you configured" options to function.

    The Proactive Recommendations feature enables you to show context-based suggestions in real time and to configure the recommendations experience on Engagement Messenger.

    Note:
    To integrate Proactive Recommendations on a web page, you need to enable recommendations in the embed code of Engagement Messenger.
    Table 1. Recommendations setting configuration form
    Field Description
    Enable recommendation Option to show or hide the recommendations.
    Title text Title of the recommendation screen in the messenger.
    Subtitle text Helpful text about the recommendations that displays at the top of the recommendations screen.
    Show the search bar Option to display the search bar on the Recommendation page that enables you to search content in addition to the provided recommendations.
    Maximum number of recommendations The maximum number of recommendations to be shown on the recommendations screen.
    Link text for additional recommendations Text for the link that enables the user to view an additional recommendations.
    Link text for Engagement Messenger Text displayed in the footer of the messenger to enable navigation to the Engagement Messenger home page. Use the [[display text]] format to add a clickable link to messenger.
    • If AI Search does not return any recommendations, then the Engagement Messenger home page is displayed.
    • You need to enable AI Search to make Recommendations available to users.
    Table 2. Proactive setting configuration form
    Field Description
    Type Type of display to show the suggestions proactively on messenger after 30 seconds of inactivity. Select None to disable proactive behavior.
    Choose an animation type

    The type of animation for the launcher icon that activates when the user is inactive.

    • Ripple (like a wave)
    • Bounce
    Show a tooltip above the icon Option to show the tooltip message above the launcher icon.
    Tooltip text The message displayed on the tooltip.
    Offer search
    Title text Title of the widget that appears when Offer search is selected as the proactive help type.
    Subtitle text Description of the widget that appears on the widget body and appears below the title text.
    Placeholder text Placeholder text that appears in the search box.
    Offer chat
    Title text Title of the widget in the messenger.
    Subtitle text Description of the widget in the messenger.
    Chat button label Label of the button that is displayed for the user to start the conversation.
    Offer the recommendation you configured
    Select the Offer the recommendation you configured option to show the knowledge article and catalog items recommendations proactively as per the configuration in the Recommendations section.
    Note:
    AI Search needs to be enabled for Offer search and Offer the recommendation you configured options.