A user-initiated chat captures personal information about the customer through the pre-chat form. However, proactive chats reach out to customers on your site and bypass the pre-chat form. The result is that agents will not have visibility into personal information about your customers.
The trigger in this recipe addresses the following questions:
- How do I still get my customers' information while using proactive Chat triggers?
- If I am using proactive Chat triggers to reach out to my end-users, how can I ask the customer to enter their information, such as name and email address?
Creating the trigger in Chat
Getting the customer's information through proactive Chat triggers is possible before the chat reaches the agent. Add another Wait action on your current proactive trigger and add an action that asks for the end user name and email address.
Keep your proactive chat conditions the same and add the following actions when creating a trigger in Chat:
-
Perform the following actions
- Send message to visitor | [enter text] | [insert personal welcome message]
- Wait | [enter number of seconds]
- Send message to visitor | [enter text] | [ask for customer name]
- Wait | [enter number of seconds]
-
Send message to visitor | [enter text] | [ask for customer email address]
Tip: The agent can also add information about the visitor from the Chat dashboard, which will be reflected in the widget, saving the visitor from entering the information after the chat.
Note: If you use department routing, proactive messages may bypass any routing you have set up in the pre-chat form or other triggers. Add the action set visitor department to each of the triggers above to make sure these proactive chat conversations are routed to the correct department.