Creating a Proactive Chat Engagement

Proactive Chat Campaigns in LiveEngage are the best way to connect to your visitors by targeting them based on a certain set of conditions!  This guide will take you step by step on how to create a new proactive chat campaign.


To log into LiveEngage go to https://authentication.liveperson.net and type in your Account Number, Email Address and Password




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Once you are logged in, in the Top Left click on the link for Campaigns.  This will bring you to the Campaign Area where you can create new campaigns and edit existing campaigns.







Once you are in the Campaigns Tab, to create a new campaign.  Click on Add Campaign in the bottom right corner.



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Next step you’ll want to name the campaign something relevant to its use.  So for this example we will use Main Chat Button.


We also must set our Campaign Goal.  This is going to be how we measure the success of a Campaign.  (Chat Campaigns will typically be something sales or service related and we have Campaign Goals to track both.)


To Create a New Goal click on Add Goal and then click Add New.  From here you can select a Goal Type.  For this example we’ll use Generate Leads.  


We have to Name our Goal and then define what will be counted as a successful toward this goal.  In this case we will count a success as Visiting the web page we are advertising.  Once Complete, click Save in the bottom right corner.


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This will have your new Goal selected, then click Done in the bottom right corner to update the campaign with this newly created goal.




Next you want to define theTarget audience and Campaign Time Frame.  When you mouse over both of these the edit button appear.  This will allow you to select different options for both.  For this walkthrough however we will leave the Target Audience to All Visitors (this means it will display for mobile, desktop and tablet visitors) and the Campaign Time Frame to what it defaults to.  

Now that you have your Campaign Parameters set it will be time to add an engagement.  This can be done by clicking the Add Engagement button under the Campaign Settings.




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This will bring up the Engagement Library.  The Default Type should be Chat Engagements.  



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LiveEngage sorts the Chat Engagements by Source, Format, Use Case and Size.  Feel free to play around with the different options or use the Custom content engagement option to create your own from scratch.


For this use case use the Overlay and General Use Case.  Select the furthest left option and then click Next in the bottom right corner.




This will bring you into the Engagement Studio.  From here you can customize different aspects of the Engagement.  For this guide we will not do any customizations.





Click Next.








Next step is to customize the chat window and configure any chat surveys.  For this guide we will skip any customizations here but please look through the customization options on your own to enhance and personalize your chat window branding.  When Complete, Name your Chat Window at the top right and click Save.




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This will bring you to the Location Library, you will input which location you’d like your engagement to appear.  The default is Entire website.  For this demo we will leave this setting alone.  (Note: The embedded button will appear wherever it is placed with this setting.)

Click Next.




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Visitor behavior library is the next area.  This is where you define what visitor actions on your web site will trigger the engagement.  The default is all behaviors, but for a proactive engagement we may want to specify a particular condition in order to invite the visitor.  


Click Add New.






For this engagement click on Time on Location and input 30 seconds and for location choose Entire Website.  If you wanted to target visitors on specifics URLs or specific parts of your website you may have other locations that you created earlier listed here as well.


Finally name your Behavior and click Save.






How our new behavior is selected.


 Click Done.





This will bring you back to the Campaign Page.



Name the Engagement and then in the top right corner click Publish.






When this is complete the Proactive Engagement will be active!

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