Automated Invitation Settings

Apply settings when you create or edit an automated chat invitation.

Basic Information

Configure the basic functionality that’s available on a particular Chat invitation.

Setting	What It Does
Type	Determines whether to create a chat button or automated invitation. Important When creating an automated chat invitation, you must set this option to Automated Invitation.
Active	Determines whether the automated invitation is active, or can automatically be sent to customers.
Name	Names the invitation. This invitation name, or a version of it, automatically becomes the Developer Name.
Developer Name	Sets the API name for the invitation.
Language	Sets the default language for text in the chat window.
Enable Customer Time-Out	Indicates whether chats are ended if the customer doesn’t respond within a specified period.
Customer Time-Out (seconds)	Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message.
Customer Time-Out Warning (seconds)	Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown. The warning disappears (and the timer stops) each time the customer sends a message. The warning disappears (and the timer resets to 0) each time the agent sends message. The warning value must be shorter than the time-out value (we recommend at least 30 seconds).
Custom Agent Name	Sets the agent’s name in the chat window.
Auto Greeting	Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request. Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting. Note If you specify an automatic greeting message in your Chat configuration and chat invitation, the message in the invitation overrides the message in the configuration.

Routing Information

Specify how this invitation routes chats to the best-fit agent.

Invitation Animation

Customize your invitation’s animations to determine how the animation appears to customers.

Invitation Customization

You can optionally customize your invitation with custom images by associating your deployment with a Salesforce site and its static resources.

Sending Rule

Create sending rules for your invitation to determine when to trigger and send the invitation to customers. You can include multiple criteria in your sending rule. Also, if your sending rule requires more complicated logic, you can apply Boolean operators to your sending rule.