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Configuring proactive chat

Updated on March 25, 2020

Configure proactive chat to invite customers to a chat session from your website, rather than waiting for the customer to request assistance. Based on your business requirements, you can define the logic that decides when to initiate a proactive chat. Pega Customer Service provides a set of JavaScript APIs to support the proactive chat feature from your website.

  1. Use the JavaScript APIs to add proactive chat to your website.
    For more information about the JavaScript APIs, see APIs to support proactive chat
  2. In the navigation pane of App Studio, click SettingsChat and messaging.
  3. In the list of chat and messaging settings, click Chat and messaging configuration.
  4. To prevent the proactive chat feature from inviting a customer to a chat session when the wait time is longer than a specified number of seconds, enter the number of seconds in the Allow proactive chat when wait time is less than (seconds) field.
    For example: If you enter 120, the system calculates the overall wait time of the queue and compares it with the value that you have entered in this field. The system presents the proactive chat window to the customer if the overall wait time for the queue is less than 120 seconds. Otherwise, the system does not present the proactive chat to the customer.
  5. Click Save.

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