The Proactive Triggers rich-text pop-up messages provide users with actions according to real-time Proactive Triggers data. When end users engage with the Proactive Triggers message, Virtual Agent opens. If there’s a Virtual Agent topic associated with the action, the topic runs. If buttons are presented to end users (a maximum of three), they can select the most relevant button to run the associated Virtual Agent topic. Proactive Triggers can also be used with Agent Chat to connect customers to a live agent in configurations without Virtual Agent. For more information about the Proactive Triggers process, see How Proactive Triggers work.

Admins use Proactive Triggers rules to define when, where, and how to engage with customers. Proactive Triggers actions define what the rule does, using several key fields. Admins customize these rules and actions based on when and how their customers are more likely in need of help. For example, customers may need help when ordering equipment, opening an incident/case, or viewing information in a Knowledge Base article. Proactive Triggers rules can be applied to any defined URL, including portal URL, catalog item, or external site.

The Proactive Triggers API allows business rules to trigger rules and actions on the Virtual Agent web client, based on proactive messages.