Create and publish rules for Embedded Service

Follow this task to set up and publish rules for Embedded Service.

Use Engagement Engine rules in your Visual Builder application

Here's a code sample showing the root or shell page of your Visual Builder application, where eeid is your valid Oracle Engagement Engine Account ID:

<oj-dcs-ee-rules-engine eeid="<Your-EngagementEngine-AccountId>"></oj-dcs-ee-rules-engine>

Create a load rule

1. In Engagement Engine, click Rules in the navigation bar.
2. Click Create New Rules.
3. Enter a rule name in the Rule Name field.
4. Enter a description in the Rule Description field.
5. Click the Rule Evaluation Cycle drop-down list and select the required evaluation cycle.
6. Click Add Action in the Do this area, and then select Embedded Service > Load.
7. Select one of the Embedded Service components from the Choose component drop-down list.
8. (optional) Click Add Condition in the Conditions area and add a condition.
9. (optional) Select the actions you'd like to perform in the Do this when not met section if the conditions you define are not met.
10. Save the rule, associate it with a site, and then publish it.

    Here's a screenshot of the Embedded Service rule options.

    

    And here's a screenshot showing conditions to the rule being added.

    

Other Embedded Service Actions

If you would like to update Embedded Service at runtime, such as enabling it to handle a change in context or a user action on the host page, you can configure rules in Engagement Engine for other Embedded Service actions. The following actions are currently supported for Embedded Service:

• Hide. Hide the Embedded Service widget. Unlike with the Unload action, Embedded Service remains loaded but simply hides.
• Load. Load Embedded Service onto a page.
• Maximize. By default, Embedded Service will load as a minimized button. Invoke the Maximize action to expand the Embedded Service widget.
• Minimize. Minimize the Embedded Service widget and show the button.
• Show. Show the Embedded Service widget. Combine with the Hide action to hide and show Embedded Service based on certain page conditions.
• Unload. Remove Embedded Service entirely from the page. Embedded Service can only be restored again with the Load action, which takes time to again load and show the Embedded Service widget.

• Update Chat Fields. Change visible and, or hidden fields on the chat form.

If you anticipate showing Embedded Service again, it is recommended to use the Hide and Show actions rather than the Unload action as they are instantaneous.

For all of these actions above, if Embedded Service is already in the corresponding state, the action will have no effect.