Create and Configure Proactive Chat Campaign

Create and configure Proactive Chat Campaigns to engage with your visitors on web pages where Glad App is available. Once configured, you can leverage Proactive Chat to greet your visitors with a custom message and invite them to chat with an Agent.

Before you start

Before you create a Campaign, we recommend that you first review the following:

• What is a Proactive Chat

• Agent Experience for Proactive Chat

• Proactive Chat 'Order' and 'Trigger' Overview

• Routing Rules for Proactive Chat Campaigns

You also need to ensure you have Glad App embedded on your website, even if you're not using Glad App to enable Chat for Customers.

When you are confident that you understand how a Proactive Chat Campaign works, you are ready to create your Campaign.

Create a Proactive Chat Campaign

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Proactive Conversations category, click Proactive Chat. The Proactive Chat page will show you a list of current campaigns you have, both active and inactive.
   

4. Click Create Campaign.

5. From the Create a Campaign page, enter the following information:

   • Name – Enter a name for the Campaign. This is the same name that will appear in the Conversation Timeline. Make sure it's a name that makes it easy to identify the Campaign. See Agent Experience for Proactive Chat for more information.

   • Description – Enter a description for the Campaign. This is the same description that appears in the Conversation Timeline. Ensure it's descriptive enough to give Agents enough context on what the Campaign is for. See Agent Experience for Proactive Chat for more information.

   • Order – Enter the order of priority for the Campaign. "1" is the highest priority. If there is another Campaign with all of its Triggers met first, it will display first.

6. Next, you must set up the Campaign Trigger(s) and Actions.

   • Triggers – Select the Conditions that a Campaign must meet before a Proactive Chat Campaign is displayed to visitors. See Proactive Chat 'Order' and 'Trigger' Overview to learn more about the Triggers.
     

     • By default, Proactive Chat Campaigns apply to all pages where Glad App is embedded unless a URL is specified.

     • If using URL as a Trigger, do not include the URL protocol (i.e., https://, www.) or commas as part of the URL.

   • Actions – Determines what happens if Trigger(s) are met.
     

     • Greeting – The first message or greeting displayed to the visitor when the Proactive Chat Campaign is launched.

7. Indicate if you want the Campaign to follow your current chat throttling setting and if you want to skip onboarding.

   • Ignore chat throttling – A Campaign will follow the chat throttling (auto or manual) thresholds currently set up for a Glad App instance by default. Check this box if you want to ignore the chat throttling rules for a Glad App instance. The Campaign will still respect your Glad App business hour settings. Proceed with caution, as disregarding your chat wait times could mean visitors may need to be queued and may sometimes have longer than desired wait times.

     • If you don't check this box and set up a Campaign, you can use the "Estimated Wait Time" Trigger, which will only allow a Proactive Chat Campaign to engage if the estimated wait time is less than the threshold you configured.

   • Skip onboarding – If onboarding is activated on your Glad App instance, checking this box skips the onboarding process (i.e., asking for the visitor's name and email address) and immediately starts a chat session.

     • If you check this box, Gladly won't identify if the visitor is a known Customer and will create a blank Customer Profile.

8. Click Save. Next, you can preview what the Campaign would look like.

Multiple Glad App instances

Campaigns apply to all Glad App instances. Use Campaign URL Trigger to target which Glad App instance you want the Campaign to appear in.

Preview Campaign Greeting in Glad App

Next, you can preview what a Campaign greeting would look like to a visitor when shown through the Glad App preview feature. From there, click the Preview Glad App With Proactive Chat checkbox to preview what a Campaign would look like to a website visitor.

Route Campaigns to a specific Inbox using Rules

Once a Campaign is saved and you know what it would look like to a visitor, you can create a Rule to route chat requests from a Campaign to a specific Inbox. By default, without a Rule configured to route chats from a Campaign, the visitor will be routed to the Inbox that Glad App (chat) is linked to in the Entry Point settings page.

• Tip – Rules for Proactive Chat Campaigns

  • See Routing Rules for Proactive Chat Campaigns to learn more about Rules for Proactive Chat Campaigns.

  • See Create a Rule for more information on Rule creation.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Routing category, click Rules. The Rules page will list all the Rules that have been created, active or not.

4. On the top right of the page, click Create Rule.
   

5. Set up the following to set up your Rule:

   • Trigger

     • Use Communication is received Rule Trigger.

   • Condition

     • Use Proactive Chat is Rule Condition to identify chat requests from a Proactive Chat Campaign.
       

     • Tip – Click View Campaign to view the selected Campaign's settings.

   • Actions

     • Use Route to Inbox Rule Action to route incoming chat requests from a Campaign to a specific Inbox.

     • Use Add Topics Rule Action to apply Topic(s) to Proactive Chat Conversations automatically.

6. Click Save. Next, double-check your Glad App Display Rules.

Check the Glad App Display Rules

Next, double-check your Glad App Display Rules. Proactive Chat Campaigns work with Glad App Display Rules to determine which pages the Campaign appears on, and keep in mind that Campaign Triggers could override Glad App Display Rules. For example, Campaign Triggers will ignore the Glad App Display Rules if a Campaign is set to appear on a specific URL, but Glad App Display Rules have an exception to hide the Glad App on the same URL.

Test a Campaign before it's made live on your website

Feature Availability

The Campaign preview feature is not yet available but is coming soon. In the meantime, test your Campaign with the workaround below.

If you want to launch a Campaign on the URL (e.g., retale.com/new-products), add ?=[your test name] at the end of the URL in your Campaign (i.e., retale.com/new-products?=TESTNOV2020). The text after the ?= can be anything, but it should be unique so your regular Customers don't inadvertently see the Campaign.

Once you've saved your Campaign, you can test it by navigating to retale.com/new-products?=TESTNOV2020 on your browser. Once you have confirmed everything is working correctly, remove ?=TESTNOV2020 from the URL Trigger. Continue to tweak your Campaign until it looks just right. After that, remove the addition you made to the end of your URL Trigger in your Campaign, click Save, and your Campaign should work as configured.