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    Sheri Hastings
    proactively chatting with a specific customer.Answered
    Topic posted June 22, 2016 by Sheri HastingsSilver Medal: 2,000+ Points 
    49 Views, 2 Comments
    Title:
    proactively chatting with a specific customer.
    Content:

    My customer previously used Live Person for "proactive" chat on their external websites.
    They miss the ability to see parameters about specific end users visiting the site (ip address, browser etc) and then pick a specific external user on an external page and send that specific user a chat invitation "proactively".  Can we mimic that functionality in Service Cloud proactive chat?

     

    Version:
    Service Cloud February 2016 SYndicated Conditional and Proactive Chat
    Document:

    Best Comment

    Jessica Bradley

    Hi Sheri,

    We offer the Engagement Engine, which removes the need for agents to spend time watching end-users navigate the website. It's a best practice for agents to answer questions via chat instead of searching for people to assist via chat. This is where the dynamic rules engine (Engagement Engine) comes into play. 

    -Jessica

    Comment

     

    • Sheri Hastings

      another view of their old site

    • Jessica Bradley

      Hi Sheri,

      We offer the Engagement Engine, which removes the need for agents to spend time watching end-users navigate the website. It's a best practice for agents to answer questions via chat instead of searching for people to assist via chat. This is where the dynamic rules engine (Engagement Engine) comes into play. 

      -Jessica