Note: This feature is currently not available on Freshdesk Mint.

In addition to answering support queries that come in to provide reactive support, your agents can also initiate chat with a visitor and engage with them proactively. For example, if a visitor has been lingering in your pricing page for a long time he is probably confused about which plan to choose. To help him out, your agents can jump in and start a chat with him or you can make the chat window pop up on his screen so he can ask for help.

Please note that the pre-chat form will not be visible to these visitors.

Quick guide to enable Automatic pop chat

This is a form of proactive chat, wherein the live chat window will pop up after a certain time based on your settings. This saves them the trouble of entering their details (name, email id etc), resulting in a higher chance of getting the visitor to get in conversation with the agent.

  • Log into your portal as an administrator.
  • Under the Admin tab, click on the Live chat icon.
  • In the preferences tab, scroll down to the last section to see the proactive chat option.
  • Enable it and select the time gap after which your chat window will pop up for the visitor.
  • Remember to Save the changes. 

Quick guide for agents to initialize chat with visitors

Agents can step in and offer help even before visitors reach out for help.

  • Login to your portal.
  • In the live chat widget at the bottom of the screen, click on the chat icon 
  • You will be able to see your top five recent chat conversations, as well as a ticker that displays new and returning visitors
  • Click on the ticker that shows the new and returning visitors, you will be directed to the dashboard where you pick a visitor and start chatting.
  • Please note that you can get these details through the live chat dashboard too.