Visitor event updates to customer context
Use visitor events to update scores, flags, conversation tags, bot context and the visitor's chat experience.
What it is
Set Flag / Score / Context changes visitor information when a rule matches. You can also attach state-changing actions to other event types through Additional Actions. These changes can affect later targeting, operator context and the visitor's experience.
Who uses it and why
- Administrators and supervisors with the Settings or Manager role maintain scoring, flags, tags and automatic task selection.
- Developers work with configured custom actions and website integrations.
Where to find it
Open Settings › Events › Visitor Events and choose Set Flag / Score / Context, or open an event's Additional Actions. The Settings or Manager role provides access, subject to delegated permissions.
The same roles grant access to reusable choices in Settings › Events › Flags and Settings › Events › Custom Scores.
How it works
When the event qualifies, INSIDE runs its actions in sequence. Score actions set a value or add to or subtract from it. Flag and context actions set or clear their selected values. Conversation-tag actions add or remove the chosen tags.
Tag changes apply to an open conversation on the visitor's current platform. If a proactive invitation has no conversation yet, INSIDE can hold its tag changes until a reply creates the conversation. An unanswered invitation does not create those conversation tags.
Experience actions can choose existing chat settings, a scheduling theme or callback settings. Selecting chat settings also updates the visitor's applicable chat language. A queue event can set Low, Normal, High or Urgent chat priority.
Configured lead actions can use submitted form details to create a lead and optionally send an email. Ask Powerfront to arrange custom form-to-lead actions for your website.
Start Task requests a task after a short delay. If another task is still running, it normally stays in place. Force Start Workflow can cancel it first when there is no conversation or the workflow bot owns the conversation. It does not replace a running task in an ordinary human-owned conversation.
Configure it
Create the required flags, custom scores, themes or task before selecting them in an event. Set the event trigger and filters, then use Add beside the relevant Additional Actions heading. Choose the target, operation and value for each action.
Use Start Task only when the virtual assistant facility is enabled and select an enabled task. Review Force Start Workflow carefully before saving. For a custom business action, select an available Run Custom Script choice or ask Powerfront to arrange the integration.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Scores | Settings › Events › Visitor Events | website | Not set: no score changes | Settings role, Manager role | Adds an action to set, increase or decrease a selected visitor score. |
| Flags | Settings › Events › Visitor Events | website | Not set: no flag changes | Settings role, Manager role | Adds an action to set or clear a visitor flag. |
| Conversation Tags | Settings › Events › Visitor Events | website | Not set: no tag changes | Settings role, Manager role | Adds or removes tags on the visitor's open conversation for the current platform. |
| Contexts | Settings › Events › Visitor Events | website | Not set: no context changes | Settings role, Manager role | Adds an action to set or clear a selected bot context. |
| Set Chat Settings | Settings › Events › Visitor Events | website | Not set: no chat configuration change | Settings role, Manager role | Selects an alternative chat configuration for the visitor. |
| Set Scheduling Theme | Settings › Events › Visitor Events | website | Not set: no scheduling theme change | Settings role, Manager role | Selects an existing scheduling theme for the visitor. |
| Start Task | Settings › Events › Visitor Events | website | Not set: no task is started | Settings role, Manager role | Requests the selected enabled task after the event matches. |
| Force Start Workflow | Settings › Events › Visitor Events | website | Off | Settings role, Manager role | Allows an existing task to be cancelled before starting the selected task when there is no conversation or the workflow bot owns it. |
| Run Custom Script | Settings › Events › Visitor Events | website | Not set: no custom action runs | Settings role, Manager role | Runs a registered custom event action. |
| Set Chat Priority | Settings › Events › Visitor Events | website | Not set: no priority change; Low is initially selected when the action is added | Settings role, Manager role | Changes the conversation's queue priority to Low, Normal, High or Urgent. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage visitor events, flags and custom scores, subject to delegated permissions. |
| Manager | Manage visitor events, flags and custom scores, subject to delegated permissions. |
Limits and good to know
- Repeated matching events can repeatedly increase or decrease scores. Use suitable filters and cooldowns.
- Changed flags, scores and tags may change whether later events qualify.
- A theme action selects an existing configuration; it does not create a new theme.
- Starting a task is delayed by about one second and depends on the task state at that time.
- A task-start action alone does not consume the event cooldown. Do not rely on that cooldown alone to prevent repeated task requests.
- The available additional actions depend on the event type and enabled website facilities.
Depends on and works with
+7 more · this feature uses
- Click to Call callback formConfigured by
Alternate Click To Call Settings define the callback form selected by the event.
- Chat queueEnhances
Queue events can change conversation priority.
- Virtual Assistant task setupConfigured by
The selected enabled task defines the journey requested by Start Task.
- Virtual Assistant task pauses and handoverEnhances
Forced task starts can cancel an existing eligible task.
- Custom bots and FAQ botsConfigured by
Bot registrations supply the bots whose conversation contexts an event can change.
- Conversation lead capture and follow-upEnhances
Configured lead actions can use submitted form information.
- Integration script selection for automated actionsEnhances
Registered scripts supply optional custom actions.
View all connections as a list
This feature uses
- Visitor event rules and actionsRequires
A matching visitor event runs the actions.
- Visitor event targeting conditionsConfigured by
Targeting restricts who receives state changes.
- Visitor event and bot schedulesConfigured by
Dates restrict when actions can run.
- Visitor flags and custom scoresConfigured by
Flags and Custom Scores define the markers and scores available to event actions.
- Visitor data mapping for targetingEnhances
Supported custom visitor data can be changed by configured actions.
- Tags and conversation dataEnhances
Actions add or remove conversation tags.
- Visitor chat themes and brandingConfigured by
The selected chat theme defines the visitor experience applied by the event.
- Appointment booking for visitorsConfigured by
Scheduling themes define the appointment experience selected by an event action.
- Click to Call callback formConfigured by
Alternate Click To Call Settings define the callback form selected by the event.
- Chat queueEnhances
Queue events can change conversation priority.
- Virtual Assistant task setupConfigured by
The selected enabled task defines the journey requested by Start Task.
- Virtual Assistant task pauses and handoverEnhances
Forced task starts can cancel an existing eligible task.
- Custom bots and FAQ botsConfigured by
Bot registrations supply the bots whose conversation contexts an event can change.
- Conversation lead capture and follow-upEnhances
Configured lead actions can use submitted form information.
- Integration script selection for automated actionsEnhances
Registered scripts supply optional custom actions.
Used by
- Visitor flags and custom scoresConfigured by
Visitor-event actions define when flags and scores are set, cleared or changed automatically.
- Page tags and conversation tagsConfigured by
Visitor-event tag actions select which conversation tags to apply, including tags held for a later conversation.
- Visitor actions and eventsConfigured by
Visitor-event action settings choose the state changes and other actions performed after a matching trigger.
- Tags and conversation dataEnhances
Visitor event actions can add or remove tags and update context.
- Visitor event rules and actionsEnhances
Additional actions can change visitor or conversation state.
- Virtual Assistant task setupConfigured by
Visitor-event actions choose which task to start automatically.
- Virtual Assistant task steps and branchesConfigured by
Visitor-event actions select tasks for automatic starts and can request a forced restart.
FAQ and troubleshooting
Why does a score keep rising?
An additive action can run each time the rule qualifies. Check Test for this event, Cooldown and the score's targeting filters.
Why did the conversation tag not appear?
Check that there is an open conversation on the current platform. Tags on a staged proactive invitation wait until the visitor replies and a conversation is created.
Why did Start Task leave the current task running?
An active task normally prevents another start. Force Start Workflow applies only when there is no conversation or the workflow bot owns it.
Why is my task or theme missing from the list?
Create the configuration first and confirm that the task is enabled. Some options appear only when the corresponding website facility is enabled.