Rule Builder

Overview

The Group selection rule builder is used by the Group selection and Group re-selection stages of the workflow, and by the Invitation section of the chat Design.

To configure Group selection rules, go to Account Setup > Workflows > Group selection (https://app.velaro.com/#/admin/workflows/group-selection).
To configure Group re-selection rules, go to Account Setup > Workflows > Group re-selection (https://app.velaro.com/#/admin/workflows/group-reselection).
To configure Invitation rules, go to Account Setup > Design > Invitations (https://app.velaro.com/#/admin/design/invitations).

Add groups (explained in Manage Groups article) and assign agents to groups (explained in Manage Agents article) in your account before you configure rules.

Rule controls

#	Control	Description
1	Rule name	The name of the rule. The name is for internal use only; a name should be used that describes the rule.
2	Group	The group where the rule will route the chat.
3	Rule builder	The controls to add one or more conditions that will comprise the rule. See Rule builder section below.

Rule builder

#	Control	Description
1	Add condition	Adds a new rule condition. You can add multiple rule conditions.
2	Add section	Adds add a child set of conditions that are analyzed to further refine the parent condition before the next condition is considered in the rule.
3	Conditions required	When multiple conditions are configured, this setting determines how they will be considered as a group. All (default): all conditions of the rule must evaluate to "true" for the rule to evaluate to true. Any: if any of the conditions of the rule evaluate to true, then the rule will evaluate to true. Note that each section will have its own Conditions required control.
4	Operand data type name	The source of the data variable (operand) that will be used for the condition. Data sources and their available operator expressions are listed below.
5	Operator expression	The type of calculation to be performed on the operand.
6	Operand value	The value of the variable from the data source that must be met in order that the condition evaluates as "true".
7	Delete	Deletes the rule condition. Clicking on the delete button will delete the rule condition immediately. A dialog box is not displayed to confirm or cancel the delete request.
8	Save	Click to save changes to the rule. You must save changes to the rule and its conditions before navigating away from the group selection screen or your configurations will not be saved.

Data sources and expressions

Following is a list of the available data sources.

Data Source	Description	Available Operator Expressions
Group is	Select a group from a list of currently configured groups.the	N/A. Select group menu is displayed (only one input)
Name	The name of the visitor. "Name" is a reserved variable for used and recognized by the system. For "Group Selection" stage configuration, the name is passed in from the web page. For "Group re-selection" stage configuration, name is most often passed in by the pre-chat survey.	is is not contains does not contain matches pattern is empty is not empty
City	The city of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
State/Region	The state/region of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
Country	The country of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
Postal code	The postal code of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
ISP	The ISP of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
IP Address	The IP Address of the visitor. From the browser visitor information.	is is not contains does not contain matches pattern is empty is not empty
Domain	The Domain name of the site from which the visitor initiated the chat.	is is not contains does not contain matches pattern is empty is not empty
Referred by	The url from which the chat was initiated.	is is not contains does not contain matches pattern is empty is not empty
Search engine	The search engine used to find the page on which the chat was initiated.	is is not contains does not contain matches pattern is empty is not empty
Keywords	The keywords passed from the website into the chat module.	is is not contains does not contain matches pattern is empty is not empty
Page chat requested	The name of the web page on which the chat was initiated.	is is not contains does not contain matches pattern is empty is not empty
Current page	The url of the current page where chat is underway.	is is not contains does not contain matches pattern is empty is not empty
Page previously visited	The url of the page visited prior to the current page on which chat was initiated.	contains does not contain
Time on page (seconds)	The number of seconds the visitor has spent on the current page.	is larger than is larger than or the same as is smaller than is smaller than or the same as
Total pages visited	The total pages visited on the website.	is is not is large than is larger than or the same as is smaller than is smaller than or the same as
Is chat available	If chat is available at the time the rule is triggered.	is true is false (only one input)
Is conversion	If the chat resulted in a conversion.	is true is false (only one input)
Conversion amount	Amount of the conversion associated with a chat.	is is not is large than is larger than or the same as is smaller than is smaller than or the same as
Is mobile device	Is the visitor on a mobile device.	is true is false (only one input)
Invite has been sent	An invitation has been sent to the current visitor.	is true is false (only one input)
Has chatted	If the visitor has chatted before.	is true is false (only one input
Has chatted with	The agent the visitor chatted with.	N/A. Select group menu is displayed (only one input)
Query string	The query string that resulted in the chat. When query string is selected, and additional textbox is displayed to enter the name of the query string.	is is not contains does not contain matches pattern is empty is not empty
Custom chat value	One or more values passed into Velaro from the website. When "Custom chat value" is selected, and additional textbox is displayed to enter the name of the custom chat value. See Configuring custom data for instructions to use javascript to grab page variables and pass them as custom values.	is is not contains does not contain matches pattern is empty is not empty
Prechat survey answer	Displays a menu that lists the questions that configured in the pre-chat survey for that group, so they can be used as operands in rule conditions. The "Pre-chat survey answer" data source is only available in the Group Re-selection Group re-selection stage of the Advanced Workflows.

Adding a section to nest conditions

Adding a section under a condition allows you to add a sub-set of additional conditions that are analyzed to further refine the parent condition before the next condition is considered in the rule.

The image below shows how creating a section allows you to nest a condition so it is a child of the parent condition. This image shows how multiple levels of nesting allow the creation of complex rules.

Rule Examples

Example 1: Single condition

To send all customers in the products section of your website to Sales chat, create a rule so that all users in the Products directory pages are routed to the sales group.

Example of a rule with a single condition

Example 2: Condition with section

To make more complex rules, adding multiple conditions, group conditions, then select whether “any” or “all” of the conditions must be met.

For example, the rule below will route users to support for one of two reasons:

1: This user has an associated LoginName being passed to Velaro so we know they are logged in

2: The current page contains “company.com/FAQ” AND the customer has been on the page at least 30 seconds.

Example of a rule with a condition and a section — Example of a rule with a condition and section

Example 3: Group re-selection based on pre-chat survey responses

In the Group re-selection section, an additional data source is available: "Pre-chat survey answer", allowing us to check for complex combinations of pre-chat survey answers to route customers.

Instead of having the visitors directly select which group they want to chat with, we can ask them multiple questions and create rules based on their responses.

For example, say we want most chatters to go to sales because they are either not current customers, or are current customers adding services. However, if they are a current customer, who is only changing services or reporting an issue, we do not want to send them to sales, but rather to support.

We would create the below rule to send customers to sales if:

They are not a current customer

They are a current customer who is ALSO adding services.

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