Here you can activate the various chat modes and setup the Proactive chat launching criteria. URLs for both reactive chat and proactive chat are provided; these URLs are provided to assist you in starting your chat sessions.
To activate a chat, select one of the chat activation modes:
To initiate a Reactive Chat:
To initiate Proactive Chat:
Once Proactive Chat is activated, you need to determine when you wish for the proactive chat to launch. The Proactive Launch Criteria indicates the duration, in seconds, that the customer must spend on the web page before the proactive chat invite or proactive chat window is presented to the customer.
To set the proactive chat launching criteria:
Enable/disable chat transcript recording deletion:
Here you can determine the recorded chat transcript retention period. The checkbox allows you to enable and disable chat transcript recording expiry; by default, this checkbox is unchecked and the <x> days field is blank and greyed out. Checking the checkbox and entering a retention period value, determines the expiration period, in days, for the chat messages transcript recordings. To enable chat transcript recording expiration:
Note: If chat transcript recordings expiry is enabled, and a negative value, a value greater than 32767, or a non-numeric value is entered in the <x> days field, you will receive the following error message: “the expiration days for the chat messages should be a number between 0 and 32767.”
The following outcomes occurs when the chat transcript recording expiration is enabled, depending on the value entered in the <x> days field:
To disable the chat transcript recording expiration:
When the chat transcript recording expiration is disabled, chat transcripts, when saved and accessed, contain the entire chat conversation, since the retention period is unlimited and will never expire.
Note: Chat transcript recording expiration does not apply to Agent to Agent chat.