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Flow Recipes for Enhanced Chat
Design Omni-Channel Flows to accomplish your Enhanced Chat use case.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
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Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
- Create Customer Flows for Enhanced Chat
Enhanced Chat offers a powerful method to gather pre-chat details from your customer before the service rep connects. Standard Pre-Chat form fields you select, such as first name and last name, and new custom fields like account numbers, drive the experience. Here’s an example of how to create your first customer flow for efficient conversations. - Persist Pre-Chat Inputs Across Messaging Sessions
An Enhanced Chat session ends when the service rep selects End Chat. If a customer continues to send messages, a new session is created. The conversation continues seamlessly from the customer’s perspective, but the rep loses access to the original pre-chat data. These instructions let service reps access pre-chat data across sessions. It’s not necessary to set up access to pre-chat data if you’re already using User Verification to persist messaging history.
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