Deploy chat widgets across portals using a single tag

Business value

The basic method for deploying the live chat widget uses unique script tags for each workstream, supported by customizations defined in JavaScript. While this gives your site full control over your web engagements, this can be difficult to update and deploy at scale across multiple lines of business, as modification to the program requires web development effort.

Web engagement orchestration addresses this need, enabling a business to deploy a single script tag to all of its pages and then control when and how to engage its customers through business rules configured in the admin center. For a large organization, this can potentially save you millions in development costs and allows you to expand your messaging program faster and with confidence.

Feature details

The web engagement orchestration has two main components:

• Single script tag for live chat widget: Use the new script tag that's not tied to any workstream but is instead tied to your organization and line of business. You can use this tag on any portal where you want to support messaging.

• Web engagement rules: Use the new page in the admin center to configure the chat widget according to your organization's business rules.

  • Take actions:
    • Engage customers, either by displaying a chat button or proactively opening the widget.
    • Set the look and features for the widget.
    • Add custom context to the conversation.
  • Run rules conditionally:
    • According to where the customer is in your website.
    • Based on your operating hours.
    • Based on the customer attributes that you provide.
  • Publish with confidence: Rules that support versioning and publishing.