Introducing Guide: Proactive, Rule-Based Engagement for Your Digital Customers

Introducing Guide: Proactive, Rule-Based Engagement for Your Digital Customers

Have you ever missed a sale simply because nobody told you it was happening? That’s the moment we set out to fix with Guide.

The Moment That Gets Missed

Picture this: an online store runs a laptop sale every Wednesday — MacBooks from 12 to 4, Dell from 4 to 8. A customer browses a laptop page right in the middle of that window, completely unaware. Normally, that moment just passes by. With Guide, it doesn’t. Set up a simple rule — if a visitor is on a laptop page during sale hours, send them a notification about the deal — and the right message reaches them at exactly the right time. The same idea works for cart reminders, onboarding tips, or help on pages where customers tend to get stuck.

Buried Too Deep to Use

Here’s what really got us thinking: the idea was simple, but setting it up wasn’t. Creating a rule like this meant digging through layers of technical settings that only a specialist could navigate. An administrator with a good idea for engaging customers shouldn’t need a map to make it happen.

Built to Be Found

Previously, these rules lived in DFO, buried deep inside ACD settings — several clicks from anywhere an administrator would think to look. So we gave Guide a home of its own: a standalone application, sitting right in CXOne’s main navigation under Digital Admin, exactly where you’d expect to find it. No more hunting through unrelated settings — just a clean, purpose-built experience.

Under the Hood

Finding Guide was only half the job — we rebuilt it on a modern, reliable foundation too. It’s built with Angular 17 and our Solaris design system for a consistent, polished feel. Every change is backed by Karma and Jasmine for unit tests and Playwright for automated end-to-end tests, catching issues before they reach production. Behind the scenes, the team runs on GitHub for code, Jira and Confluence for planning, and Jenkins for continuous deployment — so updates roll out smoothly, without disrupting the experience you rely on.

The Takeaway

A great engagement idea shouldn’t get lost in a settings menu. Making it effortless to act on — that’s what turned Guide from a feature into an experience.