Concierge Automations
Concierge Automations give you the ability to transform your concierge(s) into truly interactive agents - enabling automated, but intelligent interaction points based on users/visitors activity. This new set of automations are incredibly beneficial for external-facing Concierges, e.g. bots that you are putting on your company/brand website. As an example use case, when a user visits a particular page on your website (e.g. pricing page), you can set up an automation to launch into a specific Guided Conversation within the Concierge about pricing questions.
Concierge Automation Triggers
When building a new automation, you will need to select Concierge from the application dropdown to take advantage of this functionality. In doing so, you will see two new triggers that are captured by the Concierge.
Concierge Event
A Concierge event is any non time-based trigger that is captured or emitted from our Concierge. This is useful for things like the page URL, page loads of the user, or if they have interacted with the bot, etc.
Concierge Time Interval
The Concierge only runs these types of triggers every minute. This trigger type needs to be used for any of the time-based conditions/use cases, e.g. if you want to trigger something off of how long someone has been on a particular page or the website as a whole.
Concierge Automation Conditions
These new conditions are pieces of information that we are either collecting or that you can specify that allow you to appropriately scope the automation action.
Any automation that you set up, should always have at least one condition defined.
| Condition | Description | Example |
| Browser Ua | Browser User Agent - this indicates the browser the user is on. Recommended to use a "contains" match. | Contains "Chrome" |
| Concierge Name (either this or the Concierge Token should always be specified in conditions) | Name of the Concierge as defined in the UI for "Concierge Name". Recommended to use “exact” match. | |
| Concierge Token (either this or the Concierge Name should always be specified in conditions) | This is the unique token assigned to each Concierge. It can be retrieved via the Copy Code button in the Concierge setting and copying the value from the script. Recommend to do an "exact" input. | The XXXXXX value in <div id="ais-concierge"></div><script src="https://cdn.aisoftware.com/concierge/index.js" id="ais-concierge-script" concierge-token="XXXXXX"></script> |
Content Group Name | This is a label assigned to a collection of content that helps group content for specific users. It would serve as a condition within the Concierge system to dynamically adjust features or functionality based on the content group associated with the user. Users can define multiple condition statements paired with "OR IF" logic. | Content Group Name equals Customer Success |
| Current URL | The URL path the user is on currently. Could do exact or contains depending on the desired use case and if there are nested pages. | Exact: https://www.abc.com/pricing Contains /pricing |
The email address of the user. Only available on authenticated users. Recommend to do an "exact" input. | ||
| Is Interacted | A true/false option indicating if the user has interacted with the concierge in their current session | Dropdown selection of "is true" or "is false". |
| Language | The language set in the user's browser. Recommended to use a "contains" match. | Examples of valid language codes include "en", "en-US", "fr", "fr-FR", "es-ES", etc. |
| Number of Pages | The number of pages the user has visited on the site where the concierge is deployed. | |
| Platform | Used to specify if the user is on mobile. | "mobile" |
| Seconds on Page (multiple conditions of this type can be set up to target a BETWEEN scenario e.g. launch action once at >= 2min AND <= 3min on the page) Use Concierge Time Interval Trigger | Seconds on the page that the user is currently on. Should be used in conjunction with the Time on Site Type condition. Recommended that you be precise with your use of operators since time intervals run once a minute. Make sure there is a clear start and end boundary. | Specify the number of seconds with a number of operators. Best practice is to create clear time boundaries so the user does not trigger the action multiple times in a single session. |
Seconds on Site (multiple conditions of this type can be set up to target a BETWEEN scenario e.g. launch action once at >= 2min AND <= 3min on the page) Use Concierge Time Interval Trigger | Seconds on the site that the user is currently on. Should be used in conjunction with the Time on Site Type condition. Recommended that you be precise with your use of operators since time intervals run once a minute. Make sure there is a clear start and end boundary. | Specify the number of seconds with a number of operators. Best practice is to create clear time boundaries so the user does not trigger the action multiple times in a single session. |
| Timezone | IANA timezone available from the user's browser. Recommended to use "exact" match. | "America/Chicago" "America/New_York" |
| User | The User’s UUID. Only available for authenticated users. Recommended to use “exact” match. |
Advanced Conditions
There are two advanced conditions that can be used, but require advanced system knowledge to use. It is best to contact support for assistance when attempting to use the following:
- Custom Event
- Type
Concierge Automation Actions
| Launch Conversation | This action will launch a user into the specified exchange or guided conversation. You have the option to choose if the automation should interrupt any current conversation the user is having with the bot, or wait until the session is open. |
| Ask Concierge (NLP) | This action allows you to specify inquiry text that will be passed into the Concierge to trigger an NLP search for the best match in your KB. You have the option to choose if the automation should interrupt any current conversation the user is having with the bot, or wait until the session is open. |
| Open Bot | This action will open the Concierge that triggered the automation on the user's active browser tab. |
| Open Bot in Full Screen | This action will open the Concierge that triggered the automation in full screen mode on the user's active browser tab. |
Concierge automation will also work with the other automation actions that exist. You can find more details here.
Tips on Configuration
- Never set up an automation without any conditions defined. This can be very disruptive.
- Always specify a Concierge in the conditions either by Concierge Name or Concierge Token. This will make sure the automation is appropriately scoped to the correct Concierge Bot.
- Automations can take up to 5 minutes to have their changes apply in "real-time". Keep this in mind when setting up new or updating existing automations. It can take up to 5 minutes for the changes to fully apply.
- Concierge Actions will not execute if the user is not active on the browser tab where the Concierge is loaded. Concierge Actions will only execute when a user is active on the tab.
- Concierge Time Interval triggers run every minute. If you select a Concierge Time Interval trigger type, the Concierge service only emits events every minute.
- Concierge Automations will not work for Concierge bots loaded inside of the Capacity Console. This is due to how the console renders pages, it will cause automation page events not to be triggered.