all right let's go ahead and get started with some announcements while we wait for people to join as always please view our virtual agent and NIU Community for the latest content and questions and answers if you got questions the community most likely has answers and most of you are probably experts by now you can probably do some answers yourselves if you're watching on YouTube all our academies are recorded and uploaded to YouTube within the week if you're watching us on YouTube and you like what you've seen click that like or subscribe button that way you're notified every time a new Academy lands on YouTube or if you want to go back to uh YouTube and and view this recording in other past academies so today's topic is how to increase your virtual agent or chat visibility with proactive triggers and I'm excited to have with me uh product manager Eric Merkel a former uh customer of ours now turns service now to teammate and he's going to walk you through all the cool things about productive triggers which is a new feature in Utah so Eric without further Ado feel free to take it away thank you Victor welcome everyone and good morning good evening um welcome to a presentation on proactive triggers uh as Victor mentioned brand new in Utah and it is a store app also so I'll I'll go through that as the presentation moves forward Victor you want to move to the next slide okay so we're gonna I'm gonna do a slide overview just a couple slides first and then I'm going to get into the demo and we'll actually go from enabling all the way down to showing the triggers and the rules and how they're configured and then we'll jump into some q a towards the end okay so what this slide is covering right now is around what outcomes you should expect by using this feature what we did early on before we started building proactive triggers is we really collected the results of your feedback from the community the idea portal and we really started to collect all that and look at what the main focus was for proactive triggers and the first pillar here is really increasing visibility that was common across all of our customers asking hey I wanna show this more to my employees and users I want to promote what I've done the virtual agent so that's one of the key pillars of the outcome you should expect with this the next one is when you've invested in let's say virtual agent topics with Integrations using integration Hub and they're fully automated and you put a lot of effort into those things you want to make sure that you can at that moment particular moment in time when you know your employees are looking at a page related to that that Automation in the VA topic you can actually push that to them so that's the other pillar here has an outcome and then the last one is trying to get to the point of understanding someone's been on this page for a long time why is it taking so long so maybe I should engage with them with human help in this scenario so they're the three areas that we focused on for this first release in Utah next slide okay there's a lot on this page but what we've built in the Utah release is a rules engine where you can configure a rule and an action that triggers at a particular point in time so the first top portion of this when you look at it the trigger types we have four primary trigger types one is a portal home so this allows you to configure it and say on this particular portal home page it could be ESC it could be SP it could be your own custom portal page you can actually specify let's say the suffix of the page and then you can have a pop-up happen on that particular page as an example you can see on the screen the pop-up to the bottom right just a simple Rich text message I put in this screenshot there the next one is URL based and we have multiple parameters that you can look at in the URL also so this allows you to configure a proactive pop-up to happen in scenarios that we can't imagine for you at the moment maybe it's a special page you have maybe it's not a use case we've defined initially but you can do this for pretty much external Pages too so if you and this is the this is the trigger type you would use for an external page since it's not internal to the search now system like catalog or knowledge the other two are catalog and knowledge so you can specify a particular catalog item record producer that you want a pop-up to happen on and we can actually read things like the short description say the short description contains this then do this and then the same applies for the knowledge article scenario so there are the three triggers that happen that we have out of the box the next one is a really a simple for this release way to trigger based on if I have an agent available in a AWA or agent chat area this is a very simple rule at this point in time we can make this be very robust with things like understanding cues capacity of an agent but we wanted to start really with an initial release with one of opportunity to really just it's a broad check to see if there's any agents available so this might not work for a really large Enterprise but it might work for some smaller companies the next one is frequency so this is key to a good experience so how often do you want to prompt the user with this message so I think in most cases if you're driving something where you don't want to prompt your customer all the time everywhere you're probably going to be using once per user or once per visit most often when you configure your rules today I want to show you everything it's really set to every time and you're going to see the delay times are set so I can do the demo quickly for you today so but so you can have the prompt happen every time someone goes to that particular page once per user so once ever and it records that history and the only way it's ever going to happen again is if you clear the history of the page and then once Provisions or once per session is the other option we have some predefined delay times out of the box and you can select from I want it to happen as soon as they land on the page to 10 20 and 30 seconds and then we have some larger intervals of one minute and three minutes so the next section and area is really the action the action is what happens on the customer side as they're going to the page so we have two options in this release one is a rich text message and it's the HTML editor if you're familiar with the platform and you can actually just have a simple message like you see in in the slide and then the next one is I have a simple message and if I click that message it directly takes me into the virtual agent topic I've selected so they're the two action types we have in this release and then last to that is we haven't applies to criterial action too so what this allows for is the option to say I have two actions that happen for this single rule let's just say it's a welcome message to your service portal home page you can have a different message for that same rule to different audiences so one could be to public users and then the rest could be to your internal users or you could have something like maybe it's a particular location has this message versus that message so with the user criteria which is a platform feature you can do that configuration and you might already have user criteria set that you can utilize also with the action that displays the messages so that covers this slide next okay already demo time that went quick so what I'm going to cover is a lot of these particular areas I'm going to go from the plugins you need to enable this down to enabling it through the conversational homepage I'm going to explain the web client configuration to the virtual agent web client that you have in the portal and the differences sometimes this can get tricky when you're configuring the rules and you're wondering why something isn't working right just want to make sure I touch on that and then I want to demo two two rules and I could demo a few more if we have time but primarily two rules that I have pre-configured in this instance and then we'll look at the rule that I have configured also so let me take the screen here you see the right screen yes we do okay great so first thing is plugins so I I directly went to my instance I have here this is Utah and latest release too so um you're actually going to see that there's some Canon release plugins so proactive triggers is in this is in the is a store app and you can actually see there's a there's a bug fix coming out right now in the next release so you actually see this is Cadet release that's coming out here so I have the latest all you need is 1.0 for Utah so this is just enhancing a few more things and making some um validation on some errors and fixing some documentation issues too so that's the one plugin you need installed if it's not in your instance you'll have to go to the store and grab it and install it and then the next one is Omni Channel standard feature set so this one's actually stalled it's 1.2.15 what this product does is it has a lot of of the conversational or the virtual agent settings so that conversational home page the cards that are in there that's what this provides so without this you don't get the cards to enable proactive in the conversation home so that's the key to this so they're the two plugins you need to start enabling proactive triggers so next we're going to go to conversational home and if you're not familiar with how to get there just do conversational um and you'll actually see it right here at home and this is a direct link to the settings page of that home page which is where we're going to go I'm just going to go to this um page that I already have up here so we don't have to wait and load so once you get to the home page you actually go to the settings and then once we get to that it's right towards the bottom you're gonna see the proactive trigger settings so we have the proactive triggers card now what you have is the ability to get to the rules but I want to really talk about the the bottom two areas here this and this little information icon explains that you need to be in proactive triggers scope to enable the plugin that's why it's actually grayed out right now it's actually enabled you just can't see it as well because it's I'm not in the proactive trigger scope but first go to the scope then come to this page enable it and that will kick in the proactive triggers property and then there's one more thing that needs to be done and that is enabling a system property on the service portal settings side so what I want to mention here is if I say learn how to enable practice Triggers on the portal this link does not work correctly but I want to show you and we're fixing that it does take me to the proactive triggers documentation site but it doesn't take me to the link I want to directly take you to so that is enable proactive triggers so it's I'm I'm about three off on this but so if I open this it's going to talk through a labeling the feature but when I get to procedure number three this is what's the most important part of this it's it's set this system property Advanced chat popover to true so this is what needs to be configured in your system properties so that has already been done in the instance I have right here so that that could be a gotcha so make sure you've done that so next we're going to talk about the web client configuration okay so if everyone's familiar with I might go to this page so you know agent chat so agent chat settings for the portal is the configuration even though it's a little confusing on the name of it is where you go to configure your work or your web client configuration so that's this page I'm on right now so there's two types of proactive rules and when I go and look at the rules I've called out a little bit later but what you see here is the different configurations for all the portals I have installed in this instance so I'm going to go to ESC chat in this example and there's one rule I want to particularly call that or one server script rule that everyone particularly call out so this property here where it says live underscore agent underscore only is false so if a customer let me take a customer can use the proactive triggers for both the virtual agent in agent chat they don't need to use the virtual agent they could just be using it for agent chat support in a particular area or across their whole portal so if you configure and say that's true this web client is in a chat only configuration meaning when I click on and open the web client it's going to start routing me to a live agent right away so if this is true only live agent only proactive rules apply so just remember that because it might get you one day that you created a rule and it's live agent only and you're wondering why it's not running and it's because you're configured to actually use the virtual agent not live agent only so that's one thing to call out on this configuration so let's let's get to demoing some of the the rules so I'm going to go to in this scenario this is just the visibility outcome we were talking about early so I go to I'm going to refresh this page so you see the proactive pop-up and this one's set to every time right every time a page loads it's going to display this message so I I configured this message myself I put some media content into it say welcome to the page in this example I might have a short video of all the possibilities that you're virtual aging into for your customers and you can actually play it here you can enlarge it you can you can escape out of it so rich media Works in this area um and really if you have images and things like that can all work in your pop-up that you create so it's up to you the things you need to be careful of is making sure when you create this that you test it lower environments make sure you don't cut off the message because that could happen for you if you don't test it those type of things so this is a proactive message if I click into this this is going to take me into the standard greeting in the virtual agent one thing to note about this also is proactive triggers does not engage if there's an active conversation going on so key to that is also testing rules I don't know how many times it's got me a few times it's like why is this not working the reason is is I had an active conversation going on in the web client just as a little secret there it's going to get you just cautious of that as you're creating your rules so the next one is an example of when I mentioned really driving forward your virtual agent automation that you build out so let's just say in this case I have a customer they're having issues with the VPN connection that they're they have and as a VA admin I've created this awesome virtual agent conversation that actually talks to my VPN server checks my connections and it will reset my connection for me and it's completely automated so in this case what I want to do is I want to try to Target knowledge articles that are around VPN connection FAQs and things like that where I'm going to engage with my Automation and tell the customer go use me because I can help you so let's go through that scenario so I'm going to go VPN and then as you can do see I've tested this before and I say I'm gonna customers looking at a knowledge article and of course there's no record found you know how demos work okay okay so we're going to open this knowledge article and now you see that it engaged with the virtual agent with hey I can help automatically fix that VPN connection issue on Windows devices we're actually seeing here too is the variable replacement in that message it's actually taking the content of the shirt description of that knowledge article and actually putting it in my message so you can use that throughout all proactive triggers and really making your message look good and kind of cool because it takes the content of the page and you can use it throughout the messages so if I click on this you're going to see that actually it's taking me directly into that virtual agent topic and started it it actually takes the message that was the pop-up and brings it into the conversation and the the key to this was is with if this ever handed off to a live agent we want to make sure the live agent knew where it came from so the idea is that's like a trail of the proactive pop-up that happened the only time we log that pop-up is when you click on the message if you don't click on it or you close it out we never record that response other than we have a system log that says it was successful or not so that's the key to that bringing in that proactive message that happened so as you can see it took me directly into the topic I'm here um I'm checking your account for connectivity issues I found the issue would you like me to reset it so this is really whatever you define as your automated VA topic and I want to say well and then it's probably going to finish off okay so that's the VPN connection so the next section I want to do is I want to show you how these rules are configured so if you go back to conversation home we actually have that proactive triggers rules section or you can bookmark the table in your instance depending on what you want to do sometimes that's easier than going back to this page every time so what you see is the rules so the tool rules we demoed was VPN issues deflect automation and we actually did the ECS home rich media and you can see they're true I actually have a bunch of other ones I could demo but um probably won't get there in time so what I've done is I created this rule let's we'll go on to this one first and I created those in scope so okay so you ultimately you name your rule your type this is what now this references back to it I was talking about earlier on your web client configuration these types align to that web client configuration so if you create a rule that says live agent only it's only going to work when that web client is set to true on that so this is in your chat experience only these are the live agent only rules you're going to create for that experience so in this case I have the virtual agent completely enabled here with what I showed you and then I have orders so order of execution is the order number you have the frequency and we we do have tool tips for all these in here if you need guidance each each area has a tooltip but when it comes back to every time once per visit once per user they're the probably the one the visit and the user the probably going to be the most common you use when you're testing it you might leave it as every time and then you're probably going to change it to be just want so you're not annoying your customers on those particular pages and then the delay time how many minutes do you want on that page or seconds or minutes before it pops up so like we we see that the industry standard kind of is around the 20 30 second range depending on what you're doing um none is probably less often on that but for testing you'll probably leave it as none so right away and then the triggers we mentioned earlier these are the primary ones we have out of the box catalog item knowledge article portal home and then just a basic URL with options to look at query strings and things like that as an option and as you can see here I have portal home the suffix is ESC portal page and then I can as mentioned earlier this find available agents if I want to make sure there's an agent online I can check that box and it's just going to do a simple check before the the message pushes out to the customer and then I have right at the the bottom of this is I have the the action which is the message part one thing to note is if you use once per user and right now I don't have one configured like that but what you're going to see is when that executes for users over a period of time you're going to have a button that shows up on this page called clear history and what that means is like if it executed for myself it will never execute again unless you clear the history or use that button to clear the history so in cases where you've pushed something into production and now you're changing your tweaking your ruling your message again you're going to have to in production clear that history for it to run again for those same users again if you wanted to do that otherwise it'll stay and it won't ever run again for myself in that period of time so it's the clear history is just meant to store that user history so it doesn't execute so let's go into the action now okay so this is the this is the message you have the the standard platform HTML editor here and then you have the trigger types the trigger the variable types here so the trigger type is what it does is it takes it from the table of execution and allows you to use those fields in your message so in this case it was the the portal page itself reference table so I can take anything in that portal page table and use that in my message just like I'm using syst first name of and I'm in here as a system account so that's why you saw that in the Pro in the pop-up earlier and then of course I have the standard user attribute so if I want to say what you see here in the message like hi Eric or hi you know you can use any of those attributes in your message there and then like coming back up to this you can name your action your applies to this is user criteria so it goes to the standard user criteria table and you can pick anything you've created out of the box or something you might use for your catalog or your knowledge articles already you can use that to be this message applies to that audience and then we also have a rule in case you want to execution order of how these actions execute in which order you can do you have to do that too so that covers that particular Rule and action and then the differences I want to show you next is around the automated one we did around the VPN issue deflection automation so that really there's one difference between the one you saw earlier and one well actually probably two primary ones one is the trigger type is a knowledge article now and I'm actually looking at any short description that contains VPN connection issues in this case so if I had let's say lots of articles on that this proactive message is going to pop up for all those articles and then the action of course is what's the the big difference here and that is where I have the ability to select uh the actual virtual agent topic I want to take them directly into so that's that's the big difference between the two types we have in the Utah release more to come in Vancouver I won't give any more hints to that yet it's still early on so but we have we have more coming in Vancouver to help out and enhance this more so that's about it thank you Eric so we had a lot of questions and a lot of suggestions actually so I'm going to run a poll everyone and um basically what do you what feedback would you do you have would you like to see and proof of this feature right so you have some options there and if you have anything good ideas uh feel free to put in the chat uh I already got some good ideas in the Q a I'm going to share my q a screen uh while we do that so oh do you guys see my screen no hold on not yet maybe that'll help there you go okay and you see my other tabs but no big deal so um some questions for you Eric in the 10 remaining um does a productive triggers work with a screen reader does it have a role of alert it should be able to be read with the screen reader um but I don't know if I fully you know answered that and what the full context of that question was but it can be read by it cool and then um can you use project triggers for alerts for example if an user gets an answer in a ticket or notify the user when there's an update to a ticket that sounds like notifications so does I guess does it show notifications um in the Utah release so Victor you're absolutely right VA notifications is what we normally use for that case um so you can configure VA notifications I think there's some out of the box to even do that and then in Utah there's also a new feature called Freeview message which allows the VA notification to be pushed out very similar to what you see with proactive but it's going to be like you received a VA notification of this type so that's the path you can do in the Utah release and in Vancouver more to come just let's say that great and we had a couple folks who actually asked whether or not uh productive triggers can be measured via notifications I'm sorry it can be measured via Analytics and I thought that was a good idea I don't think you can today but food for food for thought yes the answer is no and not at this point in this first release but we do have plans to in in one of our next releases to start and I'd love to understand more of what you would think would be the right metrics and analytics that you would like to see as a customer so please share those in the community or um you know whatever uh Victor references is a follow-up for that type of information so love to hear more you have postal open the chat Windows still open if you guys want to put those stuff put those ideas in um can you show an example of how to configure this on an external portal or share any document link I think Joe we could um share documentation uh on how you can configure this on an external portal but my understanding Eric is you know you can configure the the chat widget on any page right we have that feature as of you know back in all the way back to Quebec but uh and if you do then this will also work on those external Pages correct yeah so it would be just embedding the external web client and for the web client in the external page and then from there proactive triggers can be utilized using the URL trigger only right so that's the key yeah and then we had one person just ask for more examples which means they're probably just very excited about this feature but uh yeah if you Eric if you want to add more examples in an article I know you have one up there or if you want to append it you know definitely feel free to I'm going to end the poll I think some folks you know easier configuration and more UI options is is always uh uh requested and then last question and then we'll we'll sign off for the day can I use proactive triggers for AWA which I'm not sure you can but you tell me Merrick I guess if you're if you're talking about that in the context of agent chat the answers yes that's what I'm considering that question I could be wrong but that's what it sounds like to me so yes if you're using agent chat only you can absolutely use that and that's what was mentioned when I was talking about live agent only configuration rules that's the ones you would create there all right well that's all we have for today thank you everyone for attending thank you Eric for presenting practical triggers I'll see you on community and you'll see the recording shortly up on YouTube thank you everyone for joining appreciate it