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Chat best practices and recipes


Recipe: Routing incoming messaging notifications to notify only the assigned group of agents

You can use a combination of Assigned routing in Chat and a trigger to route incoming messaging notifications to a sp...

Edited Dec 06, 2023

1 vote  ·  0 comments

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Recipe: Delay your proactive messages to give customers a chance to fill out the pre-chat form

Problem: If you have a proactive chat trigger that sends a message to customers browsing your website, this bypasses ...

Edited Feb 24, 2022

0 votes  ·  1 comment

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Recipe: Send visitors different chat messages based on their location (country or city)

Visitors come to my website from many different countries and cities, and we provide different products or services i...

Edited Apr 03, 2024

0 votes  ·  2 comments

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Recipe: Identify and track what webpage a customer was on when they started a chat

In this recipe, you'll learn how to add a tag to all chats that a customer started on a certain URL or web page. For ...

Edited Dec 07, 2023

1 vote  ·  8 comments

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Recipe: Create proactive Chat triggers for customers to enter personal information

A user-initiated chat captures personal information about the customer through the pre-chat form. However, proactive...

Edited Dec 07, 2023

1 vote  ·  0 comments

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Recipe: Auto-reply to a customer requesting a chat when your queue is large

When a customer requests a chat, this Chat trigger will instantly send the customer your message. You can immediately...

Edited Dec 07, 2023

0 votes  ·  12 comments

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Recipe: Tag offline chats to show what webpage they were submitted from

Use this trigger to tag messages left by your customers through the offline form based on what URL the customer was ...

Edited Dec 07, 2023

0 votes  ·  0 comments

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Recipe: Identifying visitors' search engines

What's my plan?This trigger recipe explains how to identify visitors referred by search engines. Identifying visitors...

Edited Jun 21, 2024

1 vote  ·  3 comments

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Recipe: Route a chat to a department based on the URL of the website

Use this recipe to create a Chat trigger that fires based on which page the visitor is on when they request a Chat—fo...

Edited Dec 07, 2023

2 votes  ·  11 comments

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Recipe: Chat trigger to notify the end of operating hours

Since it is not possible to use Chat triggers whenever an account is offline, this recipe gives you a workaround to n...

Edited Dec 07, 2023

7 votes  ·  7 comments

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Recipe: Add a tag to chats based on the department it was assigned to

Use this recipe to create a Chat trigger that adds a tag when a chat is connected to a department. For example, add ...

Edited Dec 07, 2023

2 votes  ·  0 comments

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Recipe: route chat tickets to a group based on tags

Use this recipe to create a trigger that routes chat tickets to a group based on a tag added from chat. For example, ...

Edited Jan 14, 2025

1 vote  ·  0 comments

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Recipe: Route a chat to a department based on the country the visitor is chatting from

Use this recipe to route all chats from visitors in a certain country to a certain agent or department. For example, ...

Edited Dec 13, 2024

4 votes  ·  7 comments

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Recipe: Send messages to your customers waiting in the queue

This Chat trigger recipe can be used to send proactive messages to customers who have requested a chat but are waitin...

Edited Dec 08, 2023

2 votes  ·  22 comments

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Recipe: Updating Chat shortcuts to get enhancements

If you created any Chat shortcuts before August 1, 2018, you may want to update them to take advantage of the new en...

Edited Dec 07, 2023

0 votes  ·  0 comments

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Best practices for chat etiquette

Communicating over live chat can be different than interacting with a customer in person, on the phone, or over emai...

Edited Dec 07, 2023

2 votes  ·  0 comments

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