Invite customers to chat according to rules (Invitation Rule Sets)
Rules for automatically inviting customers to chat are set using Invitation Rule Sets.
To set up rule sets, you must be in a Permission Group with the following permission: .
Your invitation rule set is ready to be associated an HTML snippet. Unless this association is made, your rule set is not applied.
What are best practices for creating invitation rules?
- Review rules from top-down to ensure most granular rules are at the top
- Ensure rules are enabled
- Only select Show invitations even when agents are unavailable/offline when you leverage the bot for proactive rules
- Stop inviting a customer after multiple missed opportunities (declines and ignores)
- Do not offer an invite if they are already chatting (Criteria: Current chat status = no chat)
- Invite visitors based on time on page/site
- Under Criteria, enable Seconds since last chat or last chat invite to be 30 seconds or more
- Under Actions, enable Do not auto-invite the customer if they have already had a chat during this visit