Skip to content

Home

Jump to bottom
Shane Rounce edited this page May 12, 2026 · 6 revisions

Adaptive Customer Engagement

Adaptive Customer Engagement is the WordPress plugin I am building to keep lead tracking, number routing, and practical attribution inside my own stack.

I want this to stay useful, privacy-conscious, and genuinely operational. The point is not to recreate a bloated marketing suite. The point is to help me see how people arrive, what they look interested in, when they call, and which sessions or companies are actually worth following up.

What the plugin already does

  • tracks first-party sessions and engagement events
  • routes phone numbers by source and page context
  • shows live Amazon Connect numbers inside the number-setup workflow
  • lets me search and claim available Amazon Connect numbers from wp-admin
  • logs calls into a dedicated reporting surface
  • can import and review Amazon Connect call data from the configured export location
  • stores company enrichment data from supported IP providers
  • runs a WordPress-managed OpenAI assistant for company, service, and product questions
  • exposes live site-context endpoints so current pages, posts, and WooCommerce products can be searched and answered from WordPress itself
  • supports live admin handover, operator replies, typing state, and assistant suggestions in the chats workflow
  • stores chat lead details such as name, email, phone, company, and role when they are shared naturally or through the follow-up flow
  • reuses lightweight local company and contact memory so repeat visitors from the same network can inherit likely context
  • answers delivery questions from live WooCommerce shipping zones, current basket data, quantity hints, and postcode or town follow-ups where the shipping setup allows it
  • supports configuration-only settings export and import for moving setup between environments
  • surfaces sessions, companies, calls, numbers, and WooCommerce interest in wp-admin
  • stores frontend assistant chats and shows them in reporting
  • supports saved reporting segments and CSV exports
  • includes sample-data tooling so I can review the UI with realistic recent activity
  • keeps privacy controls front and centre rather than bolting them on afterwards
  • now uses plugin-specific admin slugs and bootstrap constants so it can sit more safely beside other AceMedia plugins on multisite subsites

What it does not do yet

The groundwork is in place, but these are still later phases:

  • broader Amazon Connect call matching and callback workflows
  • outbound callbacks through Amazon Connect
  • a finished hosted website chat path through Amazon Connect and Lex
  • uploads and lightweight image-assisted product assessment in the website assistant
  • AI chat and voice behaviour that I would consider settled enough to treat as final
  • CRM export workflows
  • deeper ecommerce attribution beyond current interest reporting

Current chatbot position

The current website assistant is now the WordPress-managed OpenAI path, not the older Connect/Lex website-chat direction.

The shape I am using at the moment is:

  • questions are framed around the company, products, and services rather than generic website help
  • replies are grounded in live WordPress and WooCommerce content
  • product questions can rank results from structured catalogue signals such as capacities
  • shipping and delivery questions can use live WooCommerce shipping zones, basket context, quantity hints, and postcode follow-ups
  • chats can move between AI and human operators, with live typing state shown on the frontend and in wp-admin
  • lead capture is intentionally gentle: the assistant can ask for company or follow-up details when it fits, and it stores what the visitor shares without pestering them
  • assistant replies can link relevant titles inline and show a lead result card with thumbnail and short summary
  • extra source matches stay tucked behind a simple “show other options” toggle
  • frontend conversations are stored and reportable in wp-admin

I still treat this area as active product work rather than something completely settled, but the plugin-managed assistant is now the live direction.

Recommended starting points

Current release shape

This first release already includes a solid data spine:

  1. WordPress activation, deactivation, uninstall, schema creation, and capability wiring
  2. custom tables for sessions, events, companies, numbers, calls, enrichment cache, chats, and lightweight IP/company memory
  3. frontend tracking for pageviews, downloads, click-to-call events, and optional native form submissions
  4. a number-resolution endpoint for replacing public phone numbers on the frontend
  5. a React-based admin app with dashboard, reporting, setup, privacy, enrichment, Amazon Connect, AI, and live chat-management pages
  6. saved reporting segments, drilldown views, and filtered CSV exports

How I think about this plugin

I treat Adaptive Customer Engagement as a first-party attribution and engagement layer for WordPress.

It should help me answer questions like:

  • Which sources are actually producing engaged visits?
  • Which pages are driving call intent?
  • Which companies keep coming back?
  • Which products or categories seem to signal stronger buying intent?
  • Which tracking numbers should appear for a given page or campaign?

If I keep the answers to those questions clear and easy to reach, the plugin is doing its job.

Clone this wiki locally