Initiating Reactive Chat

Reactive Chat occurs when a customer seeks out a chat with an agent. Reactive chat is always enabled.

To initiate a chat with an Agent:

1. An end user would access the Reactive Chat URL provided in the Client Admin Portal Queues Configuration page, General Settings tab. As an administrator, you can copy the Reactive Chat URL and paste it into a browser web address bar for testing what the end-user sees.
   
   
    
2. As an administrator who wants to test what the end-user sees, paste the URL into a browser web address bar, and then press Enter.
   
   
    
3. The Reactive Chat application opens. Depending on how the chat queue has been configured, you would see one of the following screens:
   
   1. A Data Collection screen (if this is the screen you see, continue to step 4), where you must complete all required fields (e.g., first name, last name, email address, nature of inquiry, etc.).
   2. A Waiting in Queue screen (if this is the screen you see, continue to step 5), where you are immediately placed in line to wait for the next available agent.
   3. If no agent is available, a message appears indicating the queue is closed or there are no available agents (if this is the screen you see, continue to the final Note after step 10).
      
      
4. The Data Collection screen appears. Completes all required fields (e.g., first name, last name, email address, nature of inquiry, etc.). Required fields are marked with a red asterisk (*).
   
   
    
5. Click Send when done. 
   1. If an Agent is available, continue with step 6. 
   2. If an Agent is not available, continue to the Note.
      
      
6. The Waiting in Queue screen is displayed. A series of messages will appear indicating that the client is waiting for the next available agent and specifying the estimated wait time.
   
   
    
7. A chat window appears to the first available Agent, who can then respond to the chat.
   
   Note: As the Agent is typing a message, a chat bubble with three dots appears.
   
   
    
8. The Agent’s response is presented to the end-user. The chat window displays the Agent’s name along with an image if the Agent has included one in their profile. If not, a default image appears..
   
   
    
9. The end-user continues chatting until the issue is resolved.

10. Once the end-user's issue is resolved, they can click End Chat to exit the chat window. If the Agent leaves the chat first, a message appears in the end-user's chat thread indicating the agent has left the chat.
    
    
     

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For information on setting up online Reactive Chat, see Reactive Chat.

For information on activating Reactive Chat, see Chat Queue General Settings Tab.

Related Articles:

• Proactive Chat
• Initiating Proactive Chat
• Reactive Chat
• Chat Queue Options - Chat Queue General Settings Tab
• Chat Queue Options - Treatment Options Tab
• Chat Queue Options - Default Headers and Messages Tab