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!

[Lynda1]

Proactive messages is something I was recently searching for too!  This is wonderful!!

[Chris D]

Woo! I'm glad to see you've take the community-inspired mod and given it a life of its own. This seems really fantastic and finally a good reason to shift over from using the VA widget...

One thing that stands out to me - future enhancement maybe? - it doesn't seem like there's any option to auto-start the topic. At most, it seems it can prompt a topic but force a user to click it to start. That's good for many cases, but is missing two key use cases of mine.

The reason I'm still using the (customized) widget now is because I can provide users direct links to portal pages (say the home) with a topic ID in the URL parameter and have the VA chat window auto-popup and start that topic. I also use this same functionality for intercepting ticket searches (RITM1234567, etc.) in the AI Search Results page and popping up that ticket status in VA since AI Search used to not support the task table - and even now, our VA topic is more useful than the ticket page anyway.

[Eric Merkle]

Chris, you have some great use cases. send me an email on the side I would be happy to discuss on what we are working on for V release and see what we can do with what you mentioned above. eric.merkle@servicenow.com

[Paul Curwen]

Great timing, I was looking at how to do this exact thing. Looks great. 

[Albert6]

Anyone tried to associate Proactive Rules with Surveys? I'm trying to do it my PDI and use the following conditions (see screenshot) but it doesn't work. What i want to achieve is to trigger survey to the users with proactive rules.  Appreciate your help.

[Eric Merkle]

Albert6, 

Interesting use case. In the U release it is the client side that starts the trigger (Page you are on for example). So i don't think this would work. We are adding a new trigger in the V release, but we'll still need to try it to see if this would work alongside the survey engine. I'll send this to one of the team to see if they have any ideas 

Eric 

[Community Alums]

Can proactive triggers can be triggered when a icon is clicked on HR portal?

[amartin216]

Hello!
We are developing this functionality, but I would like to identify the VA conversations that was started by provocative triggers.
Does anyone know how I can identify the conversations in the sys_cs_conversation table that are started by proactive triggers?

Thanks!

[TrishantG]

Can anyone help me how I can auto open chat when portal loads using proactive trigger i dont see such option is there anybody who has came across similar requirement

[Eric Merkle]

@TrishantG  it will not auto open the full chat window. it will provide a pop-up so when it is clicked it opens the chat windows. opening the full chat window adds allot of overhead for anytime someone enters the portal 

[TrishantG]

is there a way we can achieve this functionality ? even outside of proactive trigger