Mulakan sembang secara proaktif

Anda boleh membantu meningkatkan kepuasan pelanggan dengan menjangkakan kawasan yang pelanggan memerlukan bantuan, dan kemudian melibatkan mereka melalui sembang apabila mereka telah menyemak imbas tapak web anda untuk beberapa waktu.

Pertimbangkan senario berikut untuk memulakan sembang secara proaktif.

Nota

Sampel kod yang disenaraikan dalam senario berikut menggunakan API setContextProvider yang boleh digunakan untuk sembang yang tidak disahkan sahaja. Untuk sembang yang disahkan, anda mesti menggunakan Token Web JSON (JWT). Maklumat lanjut: Hantar token pengesahan

Senario 1: Masa menunggu pelanggan

Amy telah merosakkan Surface Book secara tidak sengaja dan berada di pangkalan pengetahuan produk cuba mencari jawapan selama kira-kira 20 saat. Permintaan sembang proaktif dicetuskan berdasarkan halaman produk yang Amy sedang menyemak imbas dan masa yang dihabiskan di halaman tersebut.

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

Amy boleh menerima tawaran sembang dan memulakan perbualan untuk menyelesaikan isu tersebut.

Kod sampel

<!-- 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>

Senario 2: Pelanggan melawat halaman web beberapa kali

Thomas sedang menyemak imbas halaman web komuniti Microsoft Surface dan sedang mencari maklumat tentang peranti Microsoft Surface. Thomas telah melawat halaman web beberapa kali tetapi tidak dapat mencari jawapannya.

Menyedari senario ini, organisasi menawarkan permintaan sembang kepada pelanggan dengan mesej berikut.

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

Kod sampel

<!-- 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>

Senario 3: Pelanggan menyemak status kes sokongan terbuka

Jacob sedang menyemak imbas halaman sokongan untuk peranti Microsoft Surface untuk mencari maklumat lanjut mengenai kes sokongan terbuka. Jacob telah berada di halaman selama 10 saat, dan kemudian ditawarkan sembang proaktif dengan mesej berikut.

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

Kod sampel

<!--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>

Senario 4: Pelanggan cuba meninggalkan halaman web selepas meluangkan sedikit masa di halaman web itu

Amy telah menyemak imbas halaman web selama 15 saat dan tidak berpuas hati dengan maklumat yang ada. Apabila Amy hendak menukar tab pada penyemak imbas web, permintaan sembang proaktif dengan mesej berikut dihantar kepada Amy.

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

Kod sampel

//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>

Senario 5: Pelanggan menyemak imbas halaman web lain dan kemudian meluangkan masa pada halaman web semasa

Amy telah menyemak imbas dokumen Soalan Lazim produk dan kini berada di halaman Pangkalan Pengetahuan selama lebih daripada 15 saat. Amy secara proaktif ditawarkan sesi sembang dengan mesej berikut.

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

Kod sampel

//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>

Senario 6: Pelanggan log masuk daripada rantau geografi tertentu

Klarissa log masuk ke laman web anda dari Ruritania di mana syarikat anda menjalankan diskaun istimewa untuk produk. Anda boleh menyediakan pencetus untuk pelanggan yang datang dari lokasi tertentu yang memulakan sesi sembang secara proaktif. Klarissa digesa untuk berbual dengan mesej berikut.

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

Kod sampel

Kod sampel ini menunjukkan cara anda boleh menggunakan API Geolokasi Bing untuk mengetahui rantau geografi pelanggan dan menawarkan permintaan sembang berdasarkan itu. Maklumat lanjut tentang API lokasi Bing: API Lokasi Peta Bing.

//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>

Senario 7: Menawarkan sembang secara proaktif kepada pelanggan dalam tempoh masa tertentu

Katakan organisasi anda menjalankan jualan musim perayaan antara tarikh tertentu dan anda ingin menawarkan permintaan sembang secara proaktif kepada pelanggan untuk melihat sama ada mereka mempunyai sebarang soalan.

Kod sampel

Kod sampel berikut menunjukkan cara anda boleh menawarkan jemputan sembang secara proaktif kepada pelanggan apabila mereka melawati tapak web anda dalam tempoh masa.

//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>

Senario 8: Menawarkan sembang dengan pra-tinjauan secara proaktif kepada pelanggan

Katakan organisasi anda mahukan kebenaran persetujuan untuk memulakan sembang dengan pelanggan atau ingin bertanya tentang topik yang berkaitan dengan pertanyaan pelanggan sebelum menghalakan sesi kepada ejen yang sesuai.

Kod sampel

Kod sampel berikut menunjukkan cara anda boleh menawarkan sembang secara proaktif dengan soalan pra-tinjauan kepada pelanggan anda.

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);
 });

Maklumat berkaitan

API startProactiveChat
Urus konteks tersuai
Mulakan sembang
Paparkan konteks tersuai
Rujukan API JavaScript sembang langsung