Introduction: 


LivePerson offers two ways to proactively start a chat with your visitors.

  • Proactive invitation displays a banner in the visitor's browser, inviting them to chat.
  • Proactive chat window starts a chat session ("engage") with the visitor.

    Note: This feature is not enabled by default in the LivePerson Enterprise platform.


Instructions: 


To proactively display a chat invitation to a visitor:


  1. In the Agent Console, highlight the visitor you want to chat with.

  2. Click the Invite button.
  3. Alternatively, right-click the visitor and select Invite, or click Control > Invite from the top menu bar.
  4. The visitor either accepts, declines or ignores your invitation.

  5. If the invitation is accepted, a chat begins. If declined, "No Chat" is shown as the visitor status.

Note: Rules can be used to automatically send an invitation depending on visitor behavior. Once a visitor has been invited to chat, a second invitation cannot be sent (either manually or by a rule).

 

To proactively chat with a visitor ("engage"):

  1. In the Agent Console, highlight the visitor you wish to chat with.
  2. Click the Engage button.

  3. Alternatively, right-click the visitor and select Engage, or click Control > Engage from the top menu bar.

  4. Enter a greeting message to the visitor in text or HTML format.  This is displayed to the visitor, if the
    chat window opens successfully.
    Note: The last message you entered is saved, so you don't have to retype it each time you use the feature.

  5. If the chat window cannot open (typically due to popup blocker action in the visitor's browser), a core
    invitation is displayed instead.
    Note: Even if you have LiveEngage Core, the default core invitation is displayed, and not a
    LiveEngage Core invitation.

Note: If your agents use Agent Console version 9.X, you can control individual agents' use of this feature with the
      permission "Engage site visitors for a chat". 

 

Some visitors may find the popup chat window intrusive.  You may wish to try using the Invite facility instead. 



Keywords: 

invite engage push proactive chat window initiate liveengage core