Engagement Settings for Proactive Engagement

It allows you to configure and define how an end user should be engaged to self-solve the issue. Virtual agent is the only notification channel used to engage with the user. As a fallback, an incident can be created or route to a live agent.

Virtual Agent is the only notification channel used to engage with the user. As a fallback, an incident can be created, or user is routed to a live agent. The following field names are displayed in the Engagement settings tab while creating a Proactive Engagement resolution from the metric rules.

Field name	Description	Options
Does this resolution require user engagement?	Decide if this resolution needs end user engagement or could be executed silently when triggered.	Needs engagement/None
Configure the channel where the user will be engaged.	Select the channel of engagement.	Virtual Agent
Fallback when self-remediation is not successful.	Select the fallback option that will be triggered when the resolution fails.	Create incident/Route to live agent
Resolution needs consent	Decide if user's consent is needed for the resolution before executing any action on the end-user device. This option is available only for Remedial Action and Create Incident resolution types.	Yes/No
Select notification channel	Channel where the user will be proactively notified.	Virtual Agent
User Notification message	Details the message that should be sent to engage the user.	Custom message Example: Your device is running low on disk space. Would you like help to free up some space?
User consent message	Details the message where user consent is required.	Custom message Example: Can we free up some disk space using Windows disk clean-up? This will only clear temp files and recycle bin. Your work will not be affected in any way.

These engagement settings are furnished when you configure the metric rule. To configure a new metric rule, see Configuring Proactive Engagement resolutions with DEX.