Proactive Chat occurs when an agent initiates a chat with the client. By default, proactive chat is disabled.
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- The customer receives an invitation to chat with an agent; the customer can accept or refuse the chat invite. If the invite is accepted, the customer clicks Yes and proceeds to step 3. If the invite is refused, the customer clicks No and the chat window disappears.
- The customer clicks Yes to accept the chat invite.
- The Data Collection page appears.
- The customer completes all required fields; required fields are marked with a red asterisk and clicks Send once all fields are completed.
- The chat request is sent into the queue. The Waiting in Queue message appears in the customer’s chat queue.
- The first available agent is alerted that a customer is waiting to chat.
- 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 and customer continue to chat until the issue is resolved.
- Once the chat is completed, both parties leave the chat by closing their chat windows.
If the Proactive Chat without Invite mode is selected, and a customer navigates to a website equipped with an enabled proactive chat (NOTE this mode will skip the data collection part of the chat process):
- 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 or she does not wish to chat, or can simply end the chat session by closing the chat window to indicate no assistance is required.
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