HELP FILE

When to send automatic invitations: Invite Rule Criteria

Use this table to match your business goals with rule criteria when creating rules in a rule set.

If you enable more than one criteria for a particular rule, then all criteria must match in order for the rule to trigger an invitation.

Fastpath: Customers > Invitation Rule Sets > Create New > Rules section > New Rule

Criteria

Rule Criteria for rules in an Invitation Rule Set personalize invitation
Goal Criteria name Notes, Tips
Invite when the customer is using a specific browser Browser type
  Current chat status  
Invite based on the URL of the page being visited. Current URL For example, if you specify /products/shoes.html, then the URL of the current page view must contain that exact phrase.
Invite only when an agent is available in a specific department. "How do I configure an invitation to route to a specific departments?" Department is Available Also applies to rollover departments.
Invite based on the URL of the first page the customer sees on your site Entry URL Since the entry URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Invite only when the customer has already been invited using a specific chat invitation Last Chat Invite
Invite only after customers have viewed a certain number of pages on your site Minimum Page Views this visit
Invite based on the URL of the page a customer has just left (the page visited before the customer's current page). Previous URL For example, if you specify /products/shoes.html, then the URL of the previously visited page must contain that exact phrase.
Invite based on the URL of the page from which the customer entered your site Referrer URL Since the referral URL for a particular visit does not change, each page view checks this criteria. To avoid repeated chat invitations during a visit, use this together with the Seconds since last chat or last chat invite criteria.
Avoid sending an invitation too soon after the customer completed a chat or received a previous invitation Seconds since last chat or last chat invite The minimum amount of time (in seconds) that must elapse since the customer's last chat or chat invitation before a new chat invitation is shown.
Invite when the customer is in a specific country Customer's Country You can select multiple countries.
Invite all customers, first-time customers, or repeat customers? Who to Invite For inviting all customers, do not use this criteria.
Invite customers whose email addresses contain specific characters Customer Email
Invite according to information gathered about customers, which contains specific characters Customer Info
Invite customers whose names contain specific characters Customer Name
Invite customers whose phone numbers contain specific characters Customer Phone
Invite customers whose names contain specific characters Customer Ref
Invite according to regular expressions Current URL, Entry URL, Previous URL, Referrer URL, Customer Email, Customer Info, Customer Name, Customer Phone, Customer Ref For example, to match only page URLs that contain "/products/shoes.html AND a parameter with the value dress, the page URL you would use the simple regular expression "/products/shoes\.html.*dress". This is enabled for all containment matching criteria, so all criteria involving containment must use a regular expression for proper matching.
Invite from all other pages except one, for example your home page multiple settings
  • Page URL matches regular expression must have the dollar sign appended to the page: yourhomepage.com/$
  • The Activate custom invite action must not be selected

Actions

Actions to take when a rule is matched
Action Description Notes, tips
Activate custom invite Specify the chat invitation to display when criteria are matched. This answers the question "Which invitation is presented to the customer when the rule is triggered?"
Do not auto-invite the customer if they have already had a chat during this visit When selected, customers who have already had a chat session during their current visit are not invited a second time.
Minimum Seconds Since Last Invite Specify the time in seconds to wait between invitations.
Minimum Seconds on Page Before Invite Specify the amount of time in seconds that a customer must be on a particular page before triggering the active Custom Chat Invitation.
Personalize invitation by assigning an agent to it When selected, chat invitations display the name of a pre-assigned, random agent.
Minimum Seconds on Site Before Invite Specify the amount of time in seconds that a customer must be on your site before triggering the active Custom Chat Invitation. The longer a customer is on your site, the more interested they may be in your content, and hence the more receptive they may be to a chat invitation.