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Overview

Having your chat automatically open proactively engages your end users, offers immediate assistance, and allows you to steer the conversation to topics you'd like to discuss using rich media/enrichments. Auto-opening your chat is especially effective when directing users to speak to a live agent via Live Agent Engine to discuss revenue-generating opportunities. If users do not want to start chatting, they always have the option to minimize the chat until needed.

Example of the Auto-Open Functionality

Benefits

  • Increased Engagement: Auto-opening your chat captures the end user's attention immediately, encouraging interaction and making them feel supported from the moment they land on the site.

  • More Chat Data: Better understand your customer's behavior, common inquiries, and pain points by providing them an outlet to communicate directly with you.

How to Install

  1. In your admin dashboard, go to Studio -> Popups

  2. When you determine which popup you'd like to add auto-open for, click the corresponding pencil icon

  3. Adjust the following fields:

Field
Description

Auto Open After (Desktop/Mobile)

Once a user arrives on a web page, determine how long the delay should be for the chat to auto-open. Typically we recommend 7-10 seconds for optimal engagement. Make sure to set it for both web and app experiences!

Auto Open Interval (Desktop/Mobile)

If desired, you can prevent the chat from auto-opening on customers for a set period once it has already opened.

For example, if a chat is auto-opened for a user and they close it out, admins can prevent it from auto-opening again for 24 hours as shown in the example below.

  1. Hit Save

Our Recommendations

When thinking about placing a button linking to live agents within your welcome message, especially in regards to revenue generation, we encourage the chat to be auto-opened.

This not only catches the end user's attention but also prompts live escalations and allows the virtual agent to step out of the way quickly so agents can intervene.

Quickly expose important features like the Ticket Commerce feature on specific pages to boost traffic.

FAQs

Do I need a new popup if I want to add the auto-open feature?

No; however, you will need a new popup snippet if you do not want this feature or settings the same across all your pages. For example: if you want a chat to open after 5 seconds and another to not open at all, this would require a new popup snippet.

Will the chat remain open?

Yes, until the user closes it.

Can the system remember the user and not auto open the chat again?

Yes! If your chat has already auto-opened and you want to prevent it from reopening again on the same user if they refresh the page/navigate to another page, can enable it.

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