Configuration

Configuration controls how and when you receive an email transcript for any and all chats that come through the RambleChat portal.

  • Workflow Name: the display name of your created workflow
  • Send Chat Transcript To: the email address that you would like chat transcripts sent to
  • E-mail Format: HTML or Plain-Text format
  • Timezone Format: timezone format of your chat transcripts
  • Send For Chats: determine which type of chats, if any, transcripts are sent to the provided email address

Presentation Rules (Website Chat Only)

When the code snippet is deployed to the common footer of a website, presentation rules can manipulate whether Website Chat is hidden or shown based on the conditions provided. The engagement window can even auto-open if you want to be aggressive!

If: the condition in which Website Chat appears on the designated web page. The default setting is to always display unless specified by a condition. The options include:

  • Page Title: title of the web page the visitor is on IE. Pricing or Product
  • Page URL: web URL that the visitor used to view your web page
  • UTM: A series of tags that you attach to the end of your URL for personalizing, routing or tracking.
  • Visitor Referrer: Some browsers provide you the page from where the visitor navigated. With an increase in security, this has become less common and is rarely used.
  • Page Scrolled: how much a visitor has scrolled through your web page
  • Time Passed: the amount of time a visitor has spent on your web page
  • Page Focus: If the mouse leaves the window part of the browser, that's called "losing focus." When it returns, the window has "regained focus." This is useful if you want to capture a visitor's attention as they're trying to navigate tabs, close the window or move to another application.
  • User Device: the type of device a visitor is using to view your webpage: Mobile, Tablet or Desktop
  • Time Range: set timeframe of days and times that website chat will appear on your web page

Then: based on the condition set, determine if you would like to "Show" or "Hide" Website Chat. You can also set the engagement window to auto-open in this section.

Proactive Message Rules (Website Chat Only)

Proactive Messages are customizable based on conditions and can even be personalized with ABM. As mentioned above, the look of the message can be customized in the button builder.

If: the condition in which a proactive message is displayed to a website visitor. The default setting is to always display unless specified by a condition. The options include:

  • Page Title: title of the web page the visitor is on IE. Pricing or Product
  • Page URL: web URL that the visitor used to view your web page
  • UTM: A series of tags that you attach to the end of your URL for personalizing, routing or tracking.
  • Visitor Referrer: Some browsers provide you the page from where the visitor navigated. With an increase in security, this has become less common and is rarely used.
  • Page Scrolled: How much a visitor has scrolled through your web page
  • Time Passed: The amount of time a visitor has spent on your web page
  • Page Focus: If the mouse leaves the window part of the browser, that's called "losing focus." When it returns, the window has "regained focus." This is useful if you want to capture a visitor's attention as they're trying to navigate tabs, close the window or move to another application.
  • User Device: the type of device a visitor is using to view your webpage: Mobile, Tablet or Desktop
  • Time Range: set timeframe of days and times that proactive message will appear on your web page

Then Display: choose the verbiage to present based on the condition set. UTM variables can be used, if applicable, for further customization.

Routing Rules (Website Chat & Links)

Routing Rules allow you to define the path the visitor chat takes based on conditions. Optionally, a list of options from which your visitors can select can define different paths.

If: the condition in which specified routing rules are applied to a chat being initiated. The default setting is to route everything the same. The options include:

  • Page Title: Title of the web page the visitor is on IE. Pricing or Product
  • Page URL: Web URL that the visitor used to view your web page
  • UTM: A series of tags that you attach to the end of your URL for personalizing, routing or tracking.
  • Visitor Location: Geographic location of the visitor by continent, country or state
  • Visitor Referrer: Some browsers provide you the page from where the visitor navigated. With an increase in security, this has become less common and is rarely used.
  • Time Range: Sset timeframe of days and times that website chat will appear on your web page

Then: based on the condition set, determine how you would like a chat to be routed when initiated.

  • Immediately Route: simply choose a routing group to receive chats and set the delay time (in seconds) that they chat must stay initiated before it connects to an agent
    • Say: Initial message the system sends a visitor when a chat is initiated and trying to connect to an agent
    • Say When Missed: Message the system sends to a visitor when a chat is initiated but unable to connect to an agent or during off hours
    • Say On End: Message the system sends to a visitor when the chat is concluded IF you do not navigate to the end page defined in the theme builder.
  • Simple Chat Bot: present the visitor with a list of options to direct them to the correct department (ex Sales or Support)
    • List Header: initial message the system sends a visitor when a chat is initiated and trying to connect to an agent
      • Option: what you would like to present to the visitor to route them to correct department based on their needs
      • Say On Select: initial message the system sends a visitor when an option has been selected and is trying to connect to an agent
      • Route to: the routing group or message you would like to assign to the chat if that option is selected
      • Autostart in: auto-send the chat to assigned routing group or message if the engagement window has been opened for a specified period of time
    • Say When Missed: message the system sends to a visitor when a chat is initiated but unable to connect to an agent or during off hours
    • Say On End: Message the system sends to a visitor when the chat is concluded IF you do not navigate to the end page defined in the theme builder.