Proactive chat invitation

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Proactive chat invitation

General

 

Proactive chat invitation allows you to invite any visitor browsing your website to chat.

 

To invite a visitor, please do the following:

 

1.Choose the needed visitor in Visitors list

2.Open the visitor context menu (right mouse click or Ctrl+click for Mac) or click Proactive Chat button in Visitors list toolbar

3.Click Proactive Chat item in the context menu if this option was selected

4.Type your message to the visitor in the text input area

5.Click Invite button on the right side of the text input area

 

It takes up to 10-20 seconds to display the chat invitation. This delay can increase to up to 1 minute if you initiate a chat invitation just after turning on the visitor monitoring.

 

Unfortunately the chat invitation is not automated yet, it should be sent by operator manually.

 

Using the chat invitation

 

Sending the chat invitation

 

You can send the chat invitation only to visitors without current chat sessions.

 

If Invite this Visitor item is disabled in the visitor's context menu, this means that

 

the visitor is chatting with one of your account operators now (you can check this in Chat Status column in Visitors list)

or

the visitor hasn't closed the chat window after the chat was finished

 

Chat invitation feature is disabled

Invite this Visitor item is disabled as the visitor is already chatting with another operator

 

You'll be able to send an invitation to the visitor as soon as the current chat with him/her is closed from both sides (visitor's and operator's).

 

Recommendations for proactive invites

 

We usually recommend being very careful with the chat invitation feature. Some visitors could feel uncomfortable when invited as they feel being monitored from the other side. To avoid this try using impersonal messages when you invite, e.g. something like "Thank you for visiting our website, if you have questions please use the chat tool, our operators will assist you". Try to avoid "I" or "me" in your greeting messages.

 

Possible problems

 

Sometimes chat invitation can conflict with other elements of your website. It can be displayed incorrectly in this case. Some changes to your website source code might be needed to fix the issue. Please ask your web master or account manager to contact us, we will assist in finding a solution.