Customer Portal: Proactive Chat

You can offer your customers an invitation to a chat session if they have conducted searches without finding the results they are looking for. You can do this on your customer portal pages, and you can also offer a chat session from any external page on your website.

The following summary of events occurs when a customer accepts a chat offer through the ProactiveChat2 widget or the syndicated ProactiveChat widget.

  • Before the chat is offered to the customer, the chat session routing rules determine what queue the chat request will be directed to based on products, categories, custom fields, and other rule conditions.
  • When the customer accepts the chat request, the chat page that opens contains by default any incident custom fields that have chat visibility. If you have edited the page to add the ability to select products or categories, they will also appear.
  • If the customer changes any of the information on the chat page, that information is passed to the agent on the chat session workspace. However, the rules engine does not run again. As a result, the customer may change a field that would have triggered the chat being assigned to a different queue, but because rules are not run on the updated chat page, the original queue assignment does not change.

Chat sessions are not offered in the following situations:

  • If the customer’s browser does not accept cookies, no chat is offered during the customer session.
  • If the widget looks for a chat queue ten times without finding one, no chat is offered on that page.
  • If a chat is offered (whether or not it is accepted), a cookie is set and no more chat offers are made during the current customer session.
  • If a chat is offered and the customer refuses, a cookie is set and no more chat offers are made for 30 days.

Offering a chat on customer portal pages

You can put the ProactiveChat2 widget on any page. RightNow Chat must be enabled and agents must be available before a chat will be offered to a customer. Additionally, the customer’s browser must be configured to accept cookies.

Important: The default code for the ProactiveChat2 widget will not trigger a chat offer until you add an attribute that defines the trigger for the offer. Therefore, you must add at least one of the following attributes to the code: seconds, searches, or profile attributes. If you do not specify one of these, the widget will not offer a chat session. Alternatively, you can define an event that will trigger a chat offer by creating a custom widget based on the ProactiveChat2 widget.

To add the ProactiveChat2 widget to the Answers page

1. Open the list.php file in the /views/pages/answers folder

2. Locate the following code.

<rn:widget path=”reports/Paginator” />

3. Add the following code immediately after the code you found in step 2.

<rn:widget path=”chat/ProactiveChat2″ />

4. To trigger the chat offer based on the customer’s inactive time on the page, add the seconds attribute to the code, which will resemble the following.

<rn:widget path=”chat/ProactiveChat2″ seconds=”60″ />

5. To trigger the chat offer based on the number of searches the customer conducted, add the searches attribute to the code.

<rn:widget path=”chat/ProactiveChat2″ searches=”3″ />

6. To trigger the chat offer based on the customer’s profile information, including organization, SLAs, and default product and category, refer to the section “Triggering chat offers on profile attributes” on this post.

7. To trigger the chat offer based on an event, refer to the section “Triggering a chat offer by an event” on this post.

8. Save list.php.

Configuring the ProactiveChat2 widget attributes

The default code for the ProactiveChat2 widget will not trigger a chat offer because the default values for the seconds, searches, and profile_ attributes are 0. You must define at least one of these attributes before the chat offer will be triggered.

When one of these attributes has been met, an AJAX request is made to the server, which then sends back the number of available agents and the minimum wait time. If a product or category can be determined through search terms or answers or incidents viewed, the queue ID for that product or category is also returned. This information is then matched against any additional widget attributes.

You can configure any of the following ProactiveChat2 widget attributes

– Chat triggers

  • Number of seconds on page
  • Number of searches conducted
  • Profile attributes (profile_item, profile_operator, and profile_value)

– Display and function

  • The wording of the chat invitation
  • The chat login page that opens when customers accept
  • Whether the chat login page opens in a new window or the same one
  • Attempt to guess product or category

– Chat availability

  • The minimum number of available agents
  • Maximum wait time in queue

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