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Which Type of Engagement Should I Choose?
Live Assist offers a large variety of engagement types and formats, so how can you know which engagement type and format to choose?
To determine which type of engagement is appropriate, ask yourself a few questions; first of all, determine whether you want to offer a conversation engagement or a content banner. Conversation invitations provide your website visitors with an opportunity to engage with your agents in real-time, while content banners are most useful when you want to make your visitors various offers that do not require real-time handling.
For example, a content banner can be displayed to offer visitors free shipping on all orders over $100. When visitors click on the banner, they can be redirected to a URL that you have predetermined, where they can make a purchase and enjoy the free shipping offer. They are not invited to initiate a conversation in this interaction, yet you have moved them further down the funnel towards conversion.
Content banners can also be used to redirect visitors to your community page, to FAQs, to your knowledge base, or to any other URL that you configure.
Browse the engagement template gallery and check out the formats: the embedded, the sticky, the overlay, the toaster, the slide-out and the peeling corner banners and buttons.
Available Use Case Designs
Feel free to use the ready-made templates or to customize them to match the look and feel of your brand. The different-sized templates provide additional designs, so check them out too.
When should I use an Embedded Button?
Embedded buttons are embedded within the code of your page, and will therefore remain in the same place relative to the webpage. When the button is relevant to the context of a particular page, an embedded button is the right choice.
For customers using chat, the embedded engagement will display even if no agents are available. When consumers click on the engagement button, they will be directed to an offline survey (the content of which can be configured in the engagement window studio).
To create a button that is embedded in your webpage:
1. Choose the format Embedded, the Use Case, and the Size. Click Next.
2. The Engagement settings window opens. Customize the conversation type, routing, and language. Then click Next.
3. The Engagement studio window opens. Click Generate code. The DIV ID will be generated (e.g. <div id="LP_DIV_1600232948665"></div>). Click Save.
4. Now embed the DIV ID in your website code.
Note: The banner will appear only on pages with the embedded DIV ID.
What are sticky buttons good for?
Sticky buttons are exactly what they sound like; sticky. They stay in the same place relative to the screen, so even when your visitor scrolls, the sticky button remains in the same place. Only one sticky engagement can be displayed on each side of the webpage.
Sticky buttons are easy for the visitor to locate no matter where they are on your site, so they are useful, for example, when you want to offer your visitors the option to click-to-chat throughout their journey. The size, screen placement, and image details of the sticky button are configured in the Engagement Studio of Live Assist, as are the language, the skill, and the display mode (embedded or separate browser window).
To learn more about customizing your engagements, watch the videos Customizing An Engagement Chat Window and Customizing An Engagement Button. For specific information about designing for mobile, read the article Setting Up Mobile-Specific Engagements. There’s virtually no limit to the possibilities for designing your banners and buttons; only the limits of your imagination, so feel free to get creative!