What’s a Proactive Chat?
A proactive chat refers to any chat message sent and initiated by a live chat operator or the Offerchat system to a particular customer or site visitor to start a chat conversation, offer assistance, or welcome a customer to the website.
Proactive chats are of two kinds: 1) Operator initiated; and 2) System initiated
Operator initiated proactive chats are based on human judgement such as when a live chat operator or agent monitors the website and deems initiating a chat with a particular visitor or customer has to be done. On the other hand, system initiated proactive chats are set off by triggers or conditions set at an earlier time in the system with their corresponding messages. System initiated chats are also called proactive chat triggers.
See “What are proactive chat triggers?” for more information.
A system initiated chat or proactive chat trigger can only be sent once to a particular visitor, while an operator initiated proactive chat lies on a live chat agent’s discretion and thus can be sent more than once or as often as the agent deems fit.