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    Willie Eide
    Chat Inlays - Proactive, Conditional and Embedded
    Topic posted October 25, 2019 by Willie EideGold Trophy: 10,000+ Points 
    45 Views, 6 Comments
    Chat Inlays - Proactive, Conditional and Embedded
    Brief summary of then how, when and why in using chat widget such as Inlays

    There has been some discussions about proactive, conditional and embedded chat inlays. Hopefully this thread may resolve some confusion around the usage. While I am not an expert in the chat field - you should visit the chat forums or check out the chat answers on the CX site - I can provide some insight for you.

    Proactive Chat and Conditional Chat Inlays are what we call "chat offer" widgets. The usage is that these are loaded onto a page along with an Embedded Chat that is initially hidden. When certain criteria (specified by you) are met, then the chat offer inlay fires an event for the Embedded Chat to appear and allow the end user to enter in credentials and initiate a chat session. Below, we'll talk about the various Inlays and the basics around their usage and functionality.

    Proactive Chat
    Proactive Chat (also called PAC) is an inlay that basically hidden at the start. Based on criteria such as a timing delay, number of minimum sessions or agent available even checking for maximum wait time in the queue, it will then appear as a dialog asking if the user wanted to chat (chat offer). If the user clicks "yes", then the PAC fires the show event for the embedded chat and that inlay appears maximized. If the user clicks "no", the event still fires, but the embedded chat is minimized (bubble form) in the corner of the web page. Basically we always fire the show event because we want the chat available to the user if they need it.

    Conditional Chat
    The Conditional Chat Link (also called CCL) is an inlay that is static on a page - it is always visible. Based upon various setup values, it may be an icon, a text or both onto your page. It may also carry informational messages such as "There are no agents available". You are also able to configure it to be hidden itself if there are no agents available. It can appear disabled or enabled. When enabled and clicked upon, it too will fire an event to show the embedded chat inlay. No matter what -- it appears on the page and is unique as it allows for a bit of customization in order to look seamlessly integrated in the page. 

    Embedded Chat
    This is the chat interaction capability. I refer to the embedded chat in 3 parts, pre-chat, in-chat and post-chat. The pre-chat page collects information about the user in terms of subject, first and last name and email. Then the chat is initiated. Only until at this time, does this inlay finally hit the chat server to get wait times, out of office, holiday hours, etc...  and the end user is placed into the queue for the next available agent. Once connected to the agent, I call this in-chat. This is the basic back and forth with enduser and chat agent. Once the chat has concluded, we enter post-chat. In post-chat, there can be some messages displayed to the user thanking them for the opportunity to chat, asking them to fill out any surveys and asking them if they'd like their chat transcript sent to a printer. 

    That's pretty much it. Obviously I have glossed over many finer details, but you should be able to search the KB on the CX site and get additional information that you need. 

    Willie Eide
    Inlay Product Manager



    • Willie Eide

      I wanted to toss a follow up here regarding the roadmap going forward. 

      The PAC and CCL inlays were created because there were legacy syndicated customer portal widgets that had the same functionality and we wanted to replace those widgets with this inlays. That being said, our desire is to incorporate many (not all) of their functionality into one inlay - the embedded chat inlay. 

      Therefore in the coming releases, you'll see the embedded chat inlay gain additional functionality in the sense of delaying before appearing, performing some simple polling for available sessions and even hitting the chat server before the end user clicks on the inlay in order to inform about holiday or office hours. 

      Our desire is that you only have to interact with one inlay instead of trying to hook different inlays together to match your desired functionality on your site.

      Willie Eide

    • Cosimo Galasso



    • Cosimo Galasso

      Is there a comparison between the chat inlay and the RightNow chat?


      • Willie Eide

        I do not have a matrix comparing the two. To some degree in the end we may not match like-for-like. Features are being built as we grow with an eye on what is valuable to our customers. Also note that the RightNow chat has been around in some form for many years. The chat inlay has been around for less than 12 months.

        I can put together a formal matrix if it helps, but here are the differences as I see them today (12/3/19). The following features are not in the chat inlay:

        • products and categories on launch form (currently in development)
        • chat custom fields on launch form (currently in development)
        • page peak
        • sneak peek
        • full customization (ie. build your own inlay)

        Aside from these features, I don't know if there are any other differences in the two chat offerings


        • Cosimo Galasso


          Very useful.


          • Willie Eide

            Note that while that may be the list of "things that RightNow Chat has that Chat Inlay doesn't have" it does not include the more modern stuff that Inlays does have such as altering via attributes, full string customizations, automatic off the record for credit cards, customizable launch form and post chat messages, modern look and feel, etc... 

            You can check out under Documentation  and check the "Features" section of each inlay or check out the Release Notes