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            Set Up and Customize an Automated Invitation

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            Set Up and Customize an Automated Invitation

            Set up automated invitations for your Embedded Service deployment to proactively invite customers to start a chat with service reps, bots or an agent in Enhanced Chat. Define rules and conditions to automatically send chat invitations. You can use the default invitation or choose to hide the default and implement your own custom invitation.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            Note
            Note

            Automated invitations appear after a customer visits your site. If the customer refreshes the page or closes the browser, the invitation is resent. You can also configure to resend invitations after they've been accepted or rejected.

            1. Turn on chat invitations.
              1. From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
              2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select View.
              3. In the Embedded Service Deployments settings page, click Manage Invitations.
              4. Select Turn on chat invitations to enable the feature and use the default invite.
              5. To hide the default and use your own, select Hide default invitation.
            2. Define sending rules.

              In the Sending Rules section, define rules to determine when to resend the invitation to customers.

              1. Select Allow chat invitations to be resent after an invitation is accepted to resend the invitation after the customer has accepted a previous invitation.
              2. Select Allow chat invitations to be resent after an invitation is rejected to resend the invitation after the customer has rejected a previous invitation.
            3. Define invitation conditions.

              In the Invitation Condition section, define the conditions for your sending rules. You can add up to 10 conditions per invitation.

              1. Condition: Specifies what the sending rule evaluates. For example, you can create a rule that sends the invitation based on how many seconds a customer has been viewing a web page for.
              2. Operand:Specifies how the condition is evaluated. For example, choose an operand such as equals, greater than, or less than to define how the system compares the field to the value.
              3. Value: Sets the value to evaluate the formula against. For example, you can create a rule that sends the invitation when a customer has been on a page for more than 30 seconds.

              From the Take Action When dropdown, select the logic for your rule. For more complex rules, you can use a Boolean expression. Enter each condition number, separated by a logic operand:

              1. All Conditions Are Met: The invitation is sent only when every condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 AND Page Views equals to 3.
              2. Any Condition Is Met: The invitation is sent when at least one condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 OR Page Views equals to 3.
              3. Custom Logic Is Met: The invitation is sent based on a boolean expression that combines conditions. For example, (1 AND 2) OR 3 sends an invitation if both Seconds on Page is greater than 30 and Page Views equals to 3, or if Seconds on Site is greater than 180.
            4. Customize the default chat invitation
              To change the default text:
              1. From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
              2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select View.
              3. Select your primary deployment language, then Chat Invitation for Chat Group, Window for Label Group, and Standard for Label Type.
              4. Enter a custom message for your invitation. You can use markdown tags to format the message with line breaks and bold text.
              5. To close the window, click Finish.
              To change the default color:
              1. In the Embedded Service Deployments settings page, click, Branding.
              2. In the Chat Button and Invitation and Header sections, select colors for the background, text, dismiss button, and header text and icons.
              3. Save your changes.
            5. In the Embedded Service Deployment Settings page, click Publish to apply the changes.
             
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