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- Once the customer has visited the proactive chat enabled site for the number of seconds specified in the proactive chat launching criteria, the first available agent is alerted of the customer’s presence on the site.
- The agent initiates a chat with the customer.
- The agent’s message is sent to the customer and the message appears in the customer’s chat window.
- The agent can proceed to chat with the agent. If the customer decides chatting with an agent is not necessary, the customer can message the agent that he does not wish to chat, or he can simply end the chat session by closing the chat window to indicate no assistance is required.
For information on setting up online Proactive Chat, see Proactive Chat.
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