How You Determine the Number of Engagement Scenarios You Need

Plan and determine how many engagement scenarios you need to meet your business needs.

Consider your website or mobile apps. On which pages do you want the Live Experience widget to appear, and do you want the behavior to be the same on each page, or different? Consider the kinds of issues your customers might have and determine how best to meet their needs.

For example, you could design a single basic engagement scenario with a very loose rule that almost always applies. You could configure this engagement scenario to start as a basic audio call, but grant your associates the flexibility to upgrade the call to use video or screen sharing so that associates have the tools they need to address a wide range of customer issues.

Or, you could design several engagement scenarios, each one with different features and channels, and use order and rules to intelligently determine which engagement scenario will apply in different contexts, such as the page your customer is on, or the services your customer already uses.