With Proactive chats, agents can send a message to your customer first. You can utilize proactive chats to send marketing or announcement messages to a specific customer. When a customer replies to an agent’s message, the proactive chat automatically changes to a general ticket and is assigned to an available agent within a ticket’s team based on auto ticket routing.
<aside> 💡 Note: You can’t start a proactive chat with customers from social media.
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Customers > Start proactive chat
<aside> 💡 Note: You can also start a proactive chat on the customer details page.
Customer details page
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Live agents can send a series of messages following up on the first proactive message by clicking an airplane icon. There’s no limit to the number of follow-up messages agents can send, and different agents can send messages to the same proactive chat.
Follow-up proactive messages video
You can check the sender of each message on the chat view of a proactive chat.
Different senders of proactive messages
<aside> 💡 Note: When a customer replies to the proactive message, agents can no longer send follow-up messages but only the assignee of the ticket can carry on the conversation on Tickets.
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If you turn on the Assign a ticket to the last sender option in Settings > General, the last sender of the proactive message can be the assignee of the ticket when the customer replies. If the agent who last sent the message is away or offline, the ticket is assigned to an available agent within the ticket’s team based on auto ticket routing, in the same way as when the option is turned off.
<aside> 💡 Note: Agents can notice that the option is turned on on the chat view of a proactive chat.
Chat view of a proactive chat
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