Manage Engagement Scenarios

Oracle Live Experience engagement scenarios allow you to craft targeted and customized customer experiences to enable your customers to engage you at the right time, the right place, and with the right context.

A Live Experience engagement scenario lets you intelligently control when and how the Live Experience widget appears to your customer, the initial and available communications channels, and the available features for a given engagement. Live Experience provides some default engagement scenarios. See Default Engagement Scenarios.

For example, you could create a scenario for first-time customers visiting your website, and another for returning customers. Or you might want to use one scenario for one of the pages on your website or app but a different scenario for another page.

  1. From the Admin Console navigation menu, click Settings, and then click the Engagement Scenarios tab.
    The list of engagement scenarios displays with the name of each engagement scenario, the configured communications channels for customers and associates, and whether the engagement is enabled. See Engagement Scenario Settings.
  2. To create a new engagement scenario, click Add New Engagement Scenario.
  3. To enable or disable an engagement scenario, toggle the on/off switch next to the engagement scenario.
  4. To delete an engagement scenario, click the X icon next to the engagement scenario you want to delete.
    Note: The Meeting engagement scenario is a special scenario, and can't be deleted or disabled. It is this scenario that allows your associates to start instant meetings or schedule future meetings. See Configure the Meeting Engagement Scenario.
  5. To modify an existing engagement scenario, click the pencil icon next to the engagement scenario you want to modify.
  6. To change the order of engagement scenarios, click the handle icon for one engagement scenario and drag it elsewhere in the list of engagement scenarios.