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.

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

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

 

Rule builder

#ControlDescription
1Add conditionAdds a new rule condition. You can add multiple rule conditions
2Add sectionAdds add a child set of conditions that are analyzed to further refine the parent condition before the next condition is considered in the rule.
3Conditions 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.

4Operand data type nameThe source of the data variable (operand) that will be used for the condition. Data sources and their available operator expressions are listed below.
5Operator expressionThe type of calculation to be performed on the operand.
6Operand valueThe value of the variable from the data source that must be met in order that the condition evaluates as "true".
7Delete

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.

8Save

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 SourceDescriptionAvailable Operator Expressions
Group isSelect a group from a list of currently configured groupsN/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
DomainThe 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 byThe url from which the chat was initiated.
  • is
  • is not
  • contains
  • does not contain
  • matches pattern
  • is empty
  • is not empty
Search engineThe 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 requestedThe 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 pageThe 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 visitedThe url the page visited prior to the current page on which chat was initated.
  • 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 visitedThe 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 availableIf chat is available at the time the rule is triggered.
  • is true
  • is false

(only one input)

Is conversionIf the chat resulted in a conversion.
  • is true
  • is false

(only one input)

Conversion amountAmount 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 deviceIs the visitor on a mobile device.
  • is true
  • is false

(only one input)

Invite has been sentAn invitation has been sent to the current visitor.
  • is true
  • is false

(only one input)

Has chattedIf the visitor has chatted before.
  • is true
  • is false

(only one input

Has chatted withThe agent the visitor chatted withN/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 prechat survey for that group, so they can be used as operands in rule conditions.

The "Prechat 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 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

OR

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


 

 

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

In the Group re-selection section, an additional data source is available: "Prechat survey answer", allowing us to check for complex combinations of prechat 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 support.\

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

They are not a current customer

OR

They are a current customer who is ALSO adding services


 

 

 


 


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