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.
Note: If the customer clicks No in the Chat Invite window, the chat window is minimized and remains minimized until the maximize icon, located in the top right corner of the window is clicked. The same is true when the customer moves from one page to another within the website, or opens a webpage from the same site in a new tab.
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):
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