How to enable chat recovery and recapture for an agent

Allow an agent to use the recovery and recapture feature.

When agents are unavailable, customers may nonetheless click on a chat button without making real-time contact with an agent. When an agent becomes available, Bold360 can proactively inform them that a customer who wanted to chat is still on the site (this is called recovery) or is filling out a form (this is called recapture). The agent can then choose to invite the customer to chat.

  1. Create or edit an agent, as follows:
    1. In the Web Admin Center, go to Organization > Agents.
    2. On the Agent Management page, select an existing agent or click Create New.

    Result: The New/Edit Agent page is displayed.

  2. On the Advanced Settings tab, select Enable chat recovery/recapture.
  3. Save your changes.