Overview of Engagement Scenarios
Read a convincing example of creating engagement scenarios to engage your customers at the right time, the right place, and with the right context.
When a customer is on your Live Experience-enabled website or mobile app, they see the Live Experience widget. When they tap on the widget, they initiate an engagement that connects them with an associate.
The features and channels available to your customers and your associates, and how the widget appears, is all controlled by Live Experience engagement scenarios. In fact, as soon as the widget appears on a page, Live Experience already knows, based on context attributes and data points you create and control, which engagement scenario will be used if the customer taps on the widget to start an engagement. When the page containing the widget loads, Live Experience goes through each engagement scenario, one after another, until it finds the first one with rules that fit your customer's context. If Live Experience goes through all the engagement scenarios without finding one with rules that meet the customer's context, Live Experience hides the widget.
Your goal is to create one or more engagement scenarios so that you can engage your customers at the right time, the right place and with the right context. See also Manage Engagement Scenarios.
See Example: Define and Configure an Engagement Scenario Rule for an example of this process.