Sitemapping, configurations and rules overview

Here is a breakdown clarifying the distinct roles of Configurations, Site Mapping, and Rules. This article describe an example of how to think about these concepts and how to configure them, it does not cover all settings or possibilities. 

The Core Concepts

To make this easy to understand, think of your setup like a building:

1. Configurations (The "Style & Language"):
   • Think of a Configuration as a distinct "Department" or "Country HQ".
   • It defines the Language (English vs. Swedish), the Visual Theme (Colors, Fonts), and the specific List of Rules allowed for that area.
   • When to create a new one: You create a new Configuration when you need a completely different "identity"—for example, a Swedish version of your site, or a specialized "My Pages" login area that looks different from the public web.
2. Site Mapping (The "Front Door"):
   • This is the security guard at the entrance.
   • Its only job is to look at the visitor's main address (e.g., www.mysite.se) and point them to the correct Configuration (Department).
   • It does not care what specific page you are on (like /sales); it just wants to get you to the right "Country HQ" first.
3. Rules (The "Brain"):
   • Once the visitor is inside the correct Configuration, the Rules take over.
   • Rules are the logic that decides "When" and "How" to engage.
   • They look at details: "Is the user on the /sales page?", "Have they been here for 30 seconds?", "Is it outside business hours?"

Instruction: The "Domain-Level" Strategy

Here is how to set up Puzzel Chat using Configurations for languages and Rules for page behavior.

Step 1: Create Configurations (The Containers)

Create two distinct configurations in the Puzzel Admin Portal.

• Config A (Sweden): Set the language to Swedish, customize the text to Swedish, and set the theme colors to Blue/Yellow.
• Config B (Global/English): Set the language to English, customize text to English, and set the theme colors to Blue/White.

Step 2: Site Mapping (The Routing)

We use Site Mapping only to send the visitor to the correct language configuration based on the domain they typed in.

Note: We do not add /sales or /support here. We just map the main "root" URLs.

Step 3: Rules Engine (The Logic)

Now we go inside the Config B (Global/English) to tell it how to behave on specific pages.

Crucial Concept: Top-to-Bottom Evaluation

The Rules Engine works like a checklist. Puzzel starts at Rule #1 and checks down the list until it finds the first rule that matches.

• Once it finds a match, it triggers that outcome and stops looking.
• Why this matters: You must place your most specific rules (like Sales or Support) at the top. If you put a general "Show Chat" rule at the top, Puzzel will trigger that immediately and never see your specific Sales rule below it.

Open "Rules Engine" for Config B:

• Rule 1: Sales Page (High Priority)
  • Purpose: Only show this on the sales page.
  • Condition: URL → Current Page → Contains → /sales
  • Outcome: Trigger "Sales Chat Team" (Routes to Sales Agents).
• Rule 2: Support Page (Medium Priority)
  • Purpose: Only show this on the support page.
  • Condition: URL → Current Page → Contains → /support
  • Outcome: Trigger "Support Bot" (Automated help).
• Rule 3: Default / Homepage (Low Priority)
  • Purpose: Catch everyone else who isn't on Sales or Support.
  • Condition: Static → Always Match.
  • Outcome: Trigger "Standard Welcome Panel".

Repeat this process inside Config A (Sweden), but trigger Swedish interactions instead.