Alustage vestlust ennetavalt

Saate aidata parandada klientide rahulolu, ennetades valdkondi, kus kliendid abi vajavad, ja seejärel kaasates neid vestluse kaudu, kui nad on teie veebisaiti mõnda aega sirvinud.

Vestluse ennetavaks alustamiseks kaaluge järgmisi stsenaariume.

Märkus.

Järgmistes stsenaariumides loetletud koodinäidised kasutavad setContextProvider API-d , mida saab kasutada ainult autentimata vestluse jaoks. Autenditud vestluse jaoks peate kasutama JSON-i veebiluba (JWT). Lisateave: Autentimistõendite saatmine

1. stsenaarium: kliendi ooteaeg

Amy on kogemata kahjustanud Surface Booki ja on tooteteadmiste baasis, püüdes umbes 20 sekundit vastuseid otsida. Proaktiivne vestluspäring käivitatakse tootelehe põhjal, mida Amy sirvis, ja lehel veedetud aja põhjal.

Hi! Just checking in to see if I can help answer any questions you may have. 

Amy saab vestluspakkumise vastu võtta ja probleemi lahendamiseks vestlust alustada.

Näidiskood

<!-- Code to show proactive chat invite after visitor has spend given time on the webpage -->
<script id="Proactivechattrigger">
	// Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		var timeToWaitBeforeOfferingProactiveChatInMilliseconds = 20000;//time to wait before Offering proactive chat to webpage visitor
		// Setting context variables
        Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
            return {
                'Proactive Chat':{'value':'True','isDisplayable':true},
                'Time On Page':{'value': timeToWaitBeforeOfferingProactiveChatInMilliseconds ,'isDisplayable':true},
                'Page URL':{'value': window.location.href,'isDisplayable':true},
            };
        });
		
		//Display proactive chat invite after 'timeToWaitBeforeOfferingProactiveChatInMilliseconds' milliseconds
        setTimeout(function(){
            Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Just checking in to see if I can help answer any questions you may have."}, false)
        },timeToWaitBeforeOfferingProactiveChatInMilliseconds);
    });
</script>

2. stsenaarium: klient külastab veebilehte mitu korda

Thomas sirvib Microsoft Surface'i kogukonna veebilehte ja otsib teavet Microsoft Surface'i seadme kohta. Thomas on veebilehte mitu korda külastanud, kuid ei leia vastuseid.

Selle stsenaariumi realiseerimisel pakub organisatsioon kliendile vestlustaotlust järgmise sõnumiga.

Hi! Do you have a question on Surface device ? I am here to help.

Näidiskood

<!-- Code to show proactive chat invite(after given time) after visitor visits the webpage given number of time -->

<!-- Operations on cookies like creating cookies, deleting cookies etc.. -->
<script>
var expdate = new Date ();
expdate.setTime (expdate.getTime() + (24 * 60 * 60 * 1000*365)); // 1 yr from now 
/* ####################### start set cookie  ####################### */
function setCookie(name, value, expires, path, domain, secure) {
  var thisCookie = name + "=" + escape(value) +
      ((expires) ? "; expires=" + expires.toGMTString() : "") +
      ((path) ? "; path=" + path : "") +
      ((domain) ? "; domain=" + domain : "") +
      ((secure) ? "; secure" : "");
  document.cookie = thisCookie;
}

/* ####################### start get cookie value ####################### */
function getCookieVal (offset) {
  var endstr = document.cookie.indexOf (";", offset);
  if (endstr == -1)
    endstr = document.cookie.length;
  return unescape(document.cookie.substring(offset, endstr));
/* ####################### end get cookie value ####################### */
}

/* ####################### start get cookie (name) ####################### */
function GetCookie (name) {
  var arg = name + "=";
  var alen = arg.length;
  var clen = document.cookie.length;
  var i = 0;
  while (i < clen) {
    var j = i + alen;
    if (document.cookie.substring(i, j) == arg)
      return getCookieVal (j);
    i = document.cookie.indexOf(" ", i) + 1;
    if (i == 0) break; 
  }
  return null;
}
/* ####################### End get cookie (name) ####################### */

/* ####################### Start delete cookie ####################### */
function DeleteCookie (name,path,domain) {
  if (GetCookie(name)) {
    document.cookie = name + "=" +
      ((path) ? "; path=" + path : "") +
      ((domain) ? "; domain=" + domain : "") +
      "; expires=Thu, 01-Jan-70 00:00:01 GMT";
  }
}
/* ####################### End of delete cookie ####################### */

/* ####################### Count number of visits to current webpage ####################### */
function VisitCounter(){
var visits = GetCookie("timesPageVisited");
if (!visits) { visits = 1; 
document.write("Select a Conversation Space");
} 
else { 
visits = parseInt(visits) + 1;document.write("Select a Conversation Space.");}
setCookie("timesPageVisited", visits,expdate);
}
/* ####################### End of count number of visits to current webpage ####################### */
</script>


<!-- Count number of visits to current webpage -->
<script>
VisitCounter();
</script>

<script id="Proactivechattrigger">
	// Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		// setting Context variables
        Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
            return {
                'Proactive Chat':{'value':'True','isDisplayable':true},
                'No. of visits':{'value':'2','isDisplayable':true},
                'Forums':{'value':'Surface Devices','isDisplayable':true},
            };
        });

        setTimeout(function(){
			var timeToWaitBeforeOfferingProactiveChatInMilliseconds = 5000;//Time to wait before offering proactive chat to webpage visitor
            var visits = GetCookie("timesPageVisited");
			//Check if webpage has been visited 2 or more times by the user.
            if (visits > 2) {		
				//Display proactive chat invite
                Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Do you have a question on Surface device? I am here to help."}, false);
                DeleteCookie("timesPageVisited");//Delete the cookie to reset the counter
            }
        },timeToWaitBeforeOfferingProactiveChatInMilliseconds);
    });
</script>

3. stsenaarium: klient kontrollib avatud tugiteenuse teenindusjuhtumi olekut

Jacob sirvib Microsoft Surface'i seadmete tugiteenuste lehte, et leida lisateavet avatud tugiteenuse juhtumi kohta. Jacob on lehel olnud 10 sekundit ja seejärel pakutakse talle ennetavat vestlust järgmise sõnumiga.

Hi! How are you doing today? The status of the case:<caseid> is in progress. Would you like to get more details?

Näidiskood

<!--Code to show proactive chat invite after visitor has spend given time on the webpage, with relevant details about user.-->
<script id="Proactivechattrigger">
	// Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		var timeToWaitBeforeOfferingProactiveChatInMilliseconds = 10000;//Time to wait before offering proactive chat to webpage visitor
		var caseId = '< your case id relevant to the user.>';//Set case id relevant to the user.
		// setting Context variables
        Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
            return {
                'Proactive Chat':{'value':'True','isDisplayable':true},
                'Case Id':{'value':caseId,'isDisplayable':true}
            };
        });
		
		//Show proactive chat invite after 'timeToWaitBeforeOfferingProactiveChatInMilliseconds' milliseconds
        setTimeout(function(){
            Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! How are you doing today? The status of the case: " + caseId + " is in progress. Would you like to get more details?"}, false)
        },timeToWaitBeforeOfferingProactiveChatInMilliseconds);
    });
</script>

4. stsenaarium: klient proovib veebilehelt lahkuda pärast sellel mõnda aega veetmist

Amy on veebilehte sirvinud 15 sekundit ega ole olemasoleva teabega rahul. Kui Amy hakkab veebibrauseris vahekaarte vahetama, saadetakse Amyle ennetav vestlustaotlus järgmise sõnumiga.

Hi! Just checking in to see if I can help answer any questions you may have.

Näidiskood

//Code to show proactive chat invite when visitor tries to leave page after spending given time (15 seconds in this case) on the webpage. This invite is offered once and only for the first time. All subsequent tries to leave page are ignored and proactive chat is not offered in them. 
<script id="Proactivechattrigger">
	//Track if proactive chat has been already offered to the visitor
	var hasProactiveChatBeenOffered = false;	
	//Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		var timeToWaitBeforeEnablingOfferingProactiveChatInMillisecondsOnLeaving = 15000; //Time to wait before Offering proactive chat to webpage visitor
		
		//Enable showing proactive chat invite on leaving page after browsing page for 'timeToWaitBeforeEnablingOfferingProactiveChatInMillisecondsOnLeaving' milliseconds
        setTimeout(function(){
			//Show proactive chat invite on leaving page
			window.document.body.onmouseleave = function(){
				//Offer proactive chat if it has not been offered earlier during this visit
				if( hasProactiveChatBeenOffered == false )
				{
					// Set this to true as proactive chat has been almost offered.
					hasProactiveChatBeenOffered = true;
					//Setting Context variables
					Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
						return {
							'Proactive Chat':{'value':'True','isDisplayable':true},
							'Page URL':{'value': window.location.href,'isDisplayable':true},
						};
					});
					//Offer proactive chat
					Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Just checking in to see if I can help answer any questions you may have."}, false);
				}
			};
        },timeToWaitBeforeEnablingOfferingProactiveChatInMillisecondsOnLeaving);
    });
</script>

5. stsenaarium: klient sirvis teist veebilehte ja veedab seejärel aega praegusel veebilehel

Amy on sirvinud toote KKK dokumenti ja on praegu teabebaasi lehel rohkem kui 15 sekundit. Amyle pakutakse ennetavalt vestlusseanssi järgmise sõnumiga.

Hi! Just checking in to see if I can help answer any questions you may have.

Näidiskood

//Code to show proactive chat invite when visitor spends given time on current page, after coming from given last visited page
<script id="Proactivechattrigger">
	var lastVisitedPage = "www.contoso.com/FAQ";// last visited page. A visitor coming form this page will be shown proactive chat invite after given time on current page
	// Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		var timeToWaitBeforeOfferingProactiveChat = 15000;//Time to wait before Offering proactive chat to webpage visitor
		//Check if referrer page( read: https://www.w3schools.com/jsref/prop_doc_referrer.asp ) is same as last Visited page 
		if( window.document.referrer == lastVisitedPage) )
		{
			//Show proactive chat invite after browsing page for 'timeToWaitBeforeOfferingProactiveChat' milliseconds
			setTimeout(function(){
				//Setting Context variables
				Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
				return {
							'Proactive Chat':{'value':'True','isDisplayable':true},
							'Page URL':{'value': window.location.href,'isDisplayable':true},
							'Last Page URL':{'value': window.document.referrer,'isDisplayable':true}
						};
				});
				//Offer proactive chat
				Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Just checking in to see if I can help answer any questions you may have."}, false);
			},timeToWaitBeforeOfferingProactiveChat);
		}
    });
</script>

6. stsenaarium: klient logib sisse kindlast geograafilisest piirkonnast

Klarissa logib teie veebisaidile sisse Ruritaaniast, kus teie ettevõttel on toodetele erisoodustus. Saate seadistada päästiku klientidele, kes tulevad kindlast asukohast, mis alustab vestlusseanssi ennetavalt. Klarissal palutakse vestelda järgmise sõnumiga.

Hi! Just checking in to see if I can help answer any questions you may have.

Näidiskood

See näidiskood näitab, kuidas saate kasutada Bingi geograafilise asukoha API-sid, et teada saada kliendi geograafilist piirkonda ja pakkuda selle põhjal vestlustaotlust. Lisateave Bingi asukoha API-de kohta: Bingi kaartide asukohtade API.

//Code to show proactive chat invite if visitor is visiting the page in a particular country or region
<script id="Proactivechattrigger">
	// Wait for Chat widget to load completely
    window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
		var countryNameWhereProactiveChatInviteShouldBeOffered = 'Ruritania';//Country name where proactive chat invite should be offered, if user is visiting webpage from this country
		
		// Get Country name using Bing Geolocation API and proactively offer chat if visitor's country matches with given country name
		function GetCountryUsingBingGeoLocationAPIAndOfferProactiveChatIfVisitorCountryMatchesWithGivenCountry( latitude, longitude, bingMapApiKey, countryToMatch) {
			var xhttp = new XMLHttpRequest();
			xhttp.onreadystatechange = function() {
			if (this.readyState == 4)
				if(this.status == 200) {
					console.log(this.responseText);
					var currentCountryName = JSON.parse(this.responseText).resourceSets[0].resources[0].address.countryRegion;
					//Check if visitor's country matches with given Country name
					if( currentCountryName == countryToMatch){
						alert(currentCountryName);
						// setting Context variables
						Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
						    return {
						        'Proactive Chat':{'value':'True','isDisplayable':true},
						        'Country':{'value': currentCountryName ,'isDisplayable':true},
						        'Page URL':{'value': window.location.href,'isDisplayable':true},
						    };
						});
						//Show proactive chat invite
						Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Just checking in to see if I can help answer any questions you may have."}, false);
					}
				}
				else{
					console.log("Bing Geolocation API call has failed and returned error: " + this.statusText);
				}
			};
			xhttp.open("GET", 'https://dev.virtualearth.net/REST/v1/Locations/'+ latitude +','+ longitude +'?key='+ bingMapApiKey, true);
			xhttp.setRequestHeader("Content-type", "application/json");
			xhttp.send();
		}
		
		//fetching latitude and longitude is success
		function successGetlatLong(position) {
			var latitude = position.coords.latitude;
			var longitude = position.coords.longitude;
			console.log('Your latitude is :'+latitude+' and longitude is '+longitude);
			//convert current loaction to a country/ region via Bing Geolocation APIs
			var bingMapApiKey = 'Enter your Bing Map API key';// Get Bing Map API key here : https://learn.microsoft.com/bingmaps/getting-started/bing-maps-dev-center-help/getting-a-bing-maps-key
			GetCountryUsingBingGeoLocationAPIAndOfferProactiveChatIfVisitorCountryMatchesWithGivenCountry( latitude, longitude, bingMapApiKey, countryNameWhereProactiveChatInviteShouldBeOffered);// get Country name using Bing Geolocation API and offer proctiveChat if visitor's country matches with Country name where proactive chat invite should be offered
		}
		
		//fetching latitude and longitude has failed
		function errorGetlatLong() {
			console.log('It seems browser was not allowed to access location. Please allow browser to access location.');
		}
		
		//fetch latitude and longitude via browser
		if (navigator.geolocation) {
			navigator.geolocation.getCurrentPosition(successGetlatLong, errorGetlatLong);
		} else {
			console.log('It seems like Geolocation, which is required for this page, is not enabled in your browser. Please use a browser which supports it.');
		}
    });
</script>

7. stsenaarium: pakkuda klientidele ennetavalt vestlust teatud aja jooksul

Oletame, et teie organisatsioon korraldab teatud kuupäevade vahel pühadehooaja allahindlust ja soovite klientidele ennetavalt vestlustaotlusi pakkuda, et näha, kas neil on küsimusi.

Näidiskood

Järgmine näidiskood näitab, kuidas saate ennetavalt pakkuda klientidele vestluskutseid, kui nad teatud aja jooksul teie veebisaiti külastavad.

//Code to show proactive chat invite if visitor visits webpage between given time period
<script id="Proactivechattrigger">
	// Wait for Chat widget to load completely
    window.addEventListener("load", function handleLivechatReadyEvent(){//lcw:ready
		var startTimeOfTimePeriod = new Date('01 Jan 2019 00:00:00 GMT');//start time of time period in which proactive chat will be shown to webpage visitor
		var endTimeOfTimePeriod = new Date('01 Jan 2100 00:00:00 GMT');//end time of time period in which proactive chat will be shown to webpage visitor
		var currentDateTime = new Date();//current date and time
		
		//Make sure that endTimeOfTimePeriod is always greater and equal to startTimeOfTimePeriod
		if( endTimeOfTimePeriod < startTimeOfTimePeriod)
		{
			console.log("The time period given for proactive chat has start time: " + startTimeOfTimePeriod.toGMTString() + " more that the end time: " + endTimeOfTimePeriod.toGMTString() + " of time period. So, proactive chat will not be offered.");
			return;
		}
		
		//Check if current date time is between given time period
		if( startTimeOfTimePeriod < currentDateTime && endTimeOfTimePeriod > currentDateTime){
			// setting Context variables
			Microsoft.Omnichannel.LiveChatWidget.SDK.setContextProvider(function contextProvider(){
				return {
					'Proactive Chat':{'value':'True','isDisplayable':true},
					'Page URL':{'value': window.location.href,'isDisplayable':true},
				};
			});
			//Show proactive chat invite 
			Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat({message: "Hi! Just checking in to see if I can help answer any questions you may have."}, false);
		}
    });
</script>

8. stsenaarium: pakkuge klientidele ennetavalt vestlust koos eelküsitlusega

Oletame, et teie organisatsioon soovib kliendiga vestluse alustamiseks nõusoleku autoriseerimist või soovib küsida kliendi päringuga seotud teemade kohta enne seansi suunamist vastavale agendile.

Näidiskood

Järgmine näidiskood näitab, kuidas saate oma klientidele ennetavalt pakkuda vestlust küsitluseelse küsimusega.

window.addEventListener("lcw:ready", function handleLivechatReadyEvent(){
 Microsoft.Omnichannel.LiveChatWidget.SDK.startProactiveChat( 
 "Hi! How are you doing today? Do you wish to start a chat?",
 true);
 });

Seotud teave

startProactiveChat API
Kohandatud konteksti haldamine
Alustage vestlust
Kohandatud konteksti kuvamine
Reaalajas vestluse JavaScripti API viide