Introduction to proactive triggers and messages to engage the right audience at the right time.

[Eric Merkle]

• Would you like to introduce your Virtual Agent or Agent Chat to your customers?
• Are you looking for ways to increase case deflection using automation based on the content your users view?
• Would you like to improve your user satisfaction by engaging with Virtual Agent conversation or Agent Chat support at the right moment?

Proactive triggers can increase adoption of Virtual Agent by proactively sending context-specific messages to end users. Such messages can create a personalized experience for the end user. This can lead to a more seamless customer experiences and greater automation of case deflection.

Based on your feedback across our Community and Idea portal, we have started the journey to introduce new platform proactive engagement features in the Utah release.

Learn more on the documentation site

As always, your feedback and ideas help us build new capabilities to improve your business outcomes. Please post them in the Idea portal or the Community. Our team will be watching closely!

[Dipanjan Saha]

Hello,

I am currently in Utah version in my personal developer instance. I am trying to configure Proactive triggers and have set the property "com.glide.cs.advanced-chat-popover " to true. However in the conversational interface settings page, I am not able to see the Proactive trigger activation button.

Attached is the link I am trying to follow from the product documentation

https://docs.servicenow.com/de-DE/bundle/utah-servicenow-platform/page/administer/proactive-triggers...

Kindly let me know if there is any solution to this query.

Regards,

Dipanjan Saha

[Eric Merkle]

@Dipanjan Saha  thanks for reaching out make sure you have the latest of these two store plugins in the instance for Proactive Triggers 1.0.0 and Omni-Experience Standard Feature set 2.1.5. 

[Dipanjan Saha]

Thank you 🙂 it worked for me

[Eric Merkle]

@Dipanjan Saha  let me know how it goes. it would be great to see what type of use case and prompts you created and if you had any difficulties with the configuration.

Thanks 

Eric  

[Dipanjan Saha]

Hello,

As of now i just played with the out of the box features that the ServiceNow offered. I will let know if my organisation after moving to Utah provides me with some use cases

Regards,

Dipanjan Saha

[Dipanjan Saha]

Hello,

I am trying to configure Proactive Triggers in my personal developer instance. My requirement is when I type in some name in the search bar in the protal page, without entering the desired catalog item name, the proactive trigger should suggest me with the suggestions.

Example: If I type in "Password reset" in the search menu, the proactive trigger should pop up from the virtual agent giving me a suggestion to reset my password.

Currently if I type in the search menu and hit enter, then the functionality is working.

Please suggest me if the above requirement is possible.

Regards,

Dipanjan Saha

  

[Eric Merkle]

Hi Dipanjan, 

In the Utah release proactive is all url based so unless the url has the search query it won't know what to pop-up. hitting enter puts the term into the URL . 

Eric 

[Dipanjan Saha]

Thank you Eric. Also I would like to know if it is possible to achieve the below functionality.

When an agent responds back to a ticket created by an user, can the proactive trigger populate up and show the user that his ticket has been updated once he logs in the system?

Thanks in advance.

Regards,

Dipanjan Saha

[Eric Merkle]

Sounds like you may be able to do that with VA notifications and preview message in Utah.  in the next release of proactive you'll have more options on what can initiate a trigger (rule and action).  more to come on that topic