How You Choose the Priority of Your Engagement Scenarios

After you create your engagement scenarios, you need to determine the order in which Live Experience goes through them when determining which scenario applies to an engagement.

The order matters. You can re-order engagement scenarios by selecting a scenario by its handle and dragging and dropping it where you want it.

When an engagement comes into the Live Experience queue, it matches the first engagement scenario it encounters that is least specific. In other words, if you create an engagement scenario with no rules and place it at the top of your list of engagement scenarios, it will match all incoming engagements, preventing matching with any of your other scenarios below it.

For instance, in the following image, we have an engagement scenario named Least Specific at the top of the list.
Shows the Manage Engagement Scenarios screen with three scenarios. The scenarios are named, in order, "Least Specific", then "Most Specific" and finally, "Somewhat Specific".

Shows the Manage Engagement Scenarios screen with three scenarios. The scenarios are named, in order, "Least Specific", then "Most Specific" and finally, "Somewhat Specific".

The Least Specific engagement scenario, as its name implies, contains no or few conditions on its use.

Notice that we have two other scenarios, Most Specific and Somewhat Specific. As their names imply, they contain conditions that provide additional filtering on incoming engagements, with Most Specific having the greatest number of rule conditions.

If you leave those engagement scenarios in the current order, the Least Specific engagement scenario will match most incoming engagements. The Most Specific and Somewhat Specific scenarios will seldom be applied. To use your scenarios more effectively, always keep your most specific engagement scenarios at the top of the list and continue in descending order of specificity as shown by the arrow.
Shows the Manage Engagement Scenarios screen with three scenarios. The scenarios are now in the ideal order based on the example explained in the surrounding text. The order is "Most Specific", then "Somewhat Specific" and finally, "Least Specific".

Shows the Manage Engagement Scenarios screen with three scenarios. The scenarios are now in the ideal order based on the example explained in the surrounding text. The order is "Most Specific", then "Somewhat Specific" and finally, "Least Specific".