Event-triggered knowledge
Want to maximize user engagement with your chatbox? Let the event-triggered knowledge help!
As its name implies, the event-triggered knowledge allows the chatbot to send a specific message to users when a given user action is detected.
For example, when the chatbot detects that the user has been staying on the same page for 5 minutes, it can pop in and ask "How could I help?".
In this article, we will walk you through this feature.
Getting started: how to create an event-triggered knowledge
Go to Content > Knowledge.
You can either click on the ** + New knowledge** button or click on the ... icon next to a tag and then click New knowledge (as the example below shows). The second option allows you to assign a tag directly to your knowledge.
Choose Event-triggered knowledge.
This is what an even-triggered knowledge looks like:
"Label" is where you will name the knowledge.
The "+" button allows you to add rules. (Yes, you can define several rules! Keep reading.)
The first box corresponds to the trigger event. The second to the operator (equals, greater/less than, different from... ). The last one to the value - it can be a number, a piece of text or an url.
Note: the BMS provides a few of predefined events (check out Predefined Events for more details), but you can also define your own customized events (see Custom Events).
Click on the ✓ to validate.
Finally, edit in the answer box the message you want your users to see when the expected action is detected by your chatbot. (Don't forget to update the knowledge state to "published" so that this knowledge can be used properly by the chatbot. )
Become a Pro: how to combine several rules
Combined rules with "AND"
Consider the first use case: we want to send a message to users who have been staying on a particular web page for 10 seconds without any actions.
To do so, we need to create an event-triggered knowledge with more than one rule by using "And".
The knowledge will be triggered only if ALL the defined conditions are met.
How to :
Create the first rule "current page contains www.dydu.ai"
Click on the "+ (add element)" button that displays on the right of the first rule when hovering over it.
Define the rule as "Inactivity duration greater than 10" and validate. Don't forget to click "save" to save your knowledge. Voilà!
Combined rules with "OR"
Consider now a second use case: we want to send a message to users who EITHER have been staying on a particular web page for more than 10 seconds without any action, OR have an IP address located in France.
The knowledge will be triggered if one of the defined conditions is met.
How to :
Create the first rule "current page contains www.dydu.ai
Click on the "+ (add) " button right below "Conditions" to add an "OR" rule.
Define the second rule as "Country equals France" and validate. Don't forget to click on "save" to save your knowledge. Voilà!
As you can see visually, "OR" rules are always on the same level whereas "AND" rules are on a hierarchical one. According to your needs, you can freely combine rule types. For example, create 2 "OR" rules each of which is composed of an "AND" rule. (as the image below shows).
Use case with Livechat
You can trigger the chatbot even using Livechat. Refer to Knowledge base set up for Livechat escalation for more information.
Predefined events
Here is a list of event triggers currently provided in the Bot Management System:
Inactivity time: the duration of user inactivity (in seconds);
Page visit duration: the duration of a user's visit on a page (in seconds);
Duration since the last visit: the amount of time between the current visit and the previous one of the same user (in seconds). Visits are logged for 60 days (information stored in the cookie DYDU_PUSH_XXXX);
Total duration of the current visit: the total amount of time of the current visit of a user(in seconds);
Language: the language used by the web browser (format: en-US);
Number of pages viewed: the total number of pages viewed during a user session ;
Number of visits to a page: the total number of visits to a page by a user;
Total visit count: the total number of visits to the website ;
Current page: here you need to add the URL or part of the URL of the page to which you want your users to receive a particular message when visiting;
Previous page: here you need to add the URL or part of the URL of the page previous to the current one your users are viewing - for example, users receive a call-to-action message after abandoning the payment page on an e-commerce website;
Page viewed during a visit: here you need to add the URL of a particular page on which you want to send a message to your users - for example when the bot detects a user is currently viewing the "contact page, it pops in and asks "Is there anything I can do for you ?";
Country: the country where the user IP is located;
City: the country where the user IP is located;
Note: a new visit is counted after 30 minutes of inactivity. Thus, if a user is inactive for more than 30 minutes, two visits will be counted.
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