Proactive chat invitations

General

Proactive chat invitations allow agents to initiate conversations with website visitors from the agent app. The system tracks three distinct lifecycle counters:

•Proactive chats sent: Increments when an operator explicitly dispatches an invitation to a visitor. Simply opening an invitation draft window does not count. Each repeated send action increments the counter, even if the invitation is never rendered on the visitor's device.

•Proactive chats accepted: Increments upon explicit visitor acceptance of the displayed invitation. Crucially, this counter increments even if the visitor's acceptance redirects to a regular pre-chat survey or offline message form (e.g., if the sending agent changed status to Away or Offline after sending).

•Proactive chats declined: Increments only when a visitor explicitly clicks the invitation's close icon ('X') or a configured 'Decline / No Thanks' button. A visitor leaving the website, ignoring the prompt, or an agent closing their invitation room does not count as a decline.