Introduction: 


LiveEngage allows you to create invitations and display them automatically to your visitors.
If you assigned a segment to your invitation, the  invitation will be displayed automatically to the visitors that belong to that segment.

However this invitation will be displayed to the visitors only if there is at least one agent that has an Online status. This is a LiveEngage default configuration.

 

NOTE:  Agents can have an Online status even if they are currently chatting or if they have a queue of visitors waiting to start a chat. Therefore the online status doesn’t necessarily mean that the agent can take the chat immediately.

You can modify this default configuration to one of the following options:

  • Display the chat invitation only when there is at least one agent that can take the chat immediately

  • Display the chat invitation only when there is at least one agent that can take a chat within a defined number of seconds



Instructions: 


To modify the default configuration:

  1. In LIveEngage, edit one of your chat invitations.

  2. From the chat invitation's Engagement Studio click Configure.

    The Configuration window is displayed.


3. In the Availability section select Override to, and select the desired option: 

Availability options window

  • Select Online agents if you want to stay with the default mechanism.

  • Select Agent can interact immediately if you want the chat invitation to be displayed only if there is an agent that can start the chat immediately.
     

  • Select Agent can interact within_ second (s) if you want the chat invitation to be displayed only if there is an agent that can start the chat within the specified number of seconds.

    LiveEngage will statistically analyze past interactions with visitors, and determine whether there is at least one agent that can start a chat within the specified number of seconds.

  • Select Use Predictive Dialer if you want to use the LivePerson Predictive Dialer. For more information see Setting up the Predictive Dialer.

4. Click Done.