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An ICR is a self-service chat feature that offers real-time chat support to clients 24 hours a day, 7 days a week, thus providing continuous customer support and a platform through which customers can reach support any time.
The following is an example of an ICR.
[]With ICR, you can ask site visitors several questions before transferring them to the correct chat queue. For example, you can ask whether the visitors need Sales, Support, or KB access. Such questions constitute the first level of the ICR menu. ICR can be configured in such a way that, based on the site visitors' responses, they will navigate to a target chat queue or an external link.
The following figure shows an example of such navigation.