Outbound webchat to website visitors

When so configured, the system can notify you of visitors browsing certain pages of your corporate website. You can then decide to launch an outbound webchat conversation to such customers.

1. Open the Website Visitors tab of the Dashboard, and click Message on the visitor you want to chat with.

2. A chat task is opened for you. After a few seconds, its header shows Outbound Chat and the channel name, and whether the customer is still active on the website.

3. Send an introductory chat message, to engage the customer. The widget opens on the customer's screen with your message as the first one.

4. You can use the exact same features and functionalities as the ones available to you in standard inbound webchat conversations.

A banner at the top of the task – Customer was browsing: – names the web page the customer was on when you engaged them. This is helpful to remember the business context, especially while switching across multiple parallel tasks.

You can start an outbound chat while you're on break. Your state then changes to Pending break, and you go back on break when you close the task.