Expand the Pre-Chat Stage

Before starting a conversation with your customer at the pre-chat stage, consider adding customized invitations that appear on your website. Improve the pre-chat page or create a snippet settings file for greater flexibility and to provide more information to agents.

The legacy chat product is in maintenance-only mode, and we won’t continue to build new features. You can continue to use it, but we no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Messaging for In-App and Web. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.

  • Enhance the Pre-Chat Page for Embedded Chat

    Pass nonstandard pre-chat details, set up direct-to-button routing, and enable pre-chat fields to fill automatically for logged-in customers.

  • Set Up and Customize an Automated Invitation

    Connect an automated chat invitation with your Embedded Service deployment to proactively invite your customers to start a chat with an agent. Your invitation can slide, fade, or appear anywhere on the page based on the criteria you selected in setup. You can also use your own HTML and CSS to make it match your company’s branding. Upgrade your code snippet to version 4.0 to use invitations.

  • Get Chat Event Notifications

    Set up notifications when certain chat events are triggered. Subscribe to these particular events by calling to embedded_svc.addEventHandler in your Embedded Chat code snippet.

  • Create a Snippet Settings File for an Experience Site

    Take your snippet-only settings like extra pre-chat configuration or direct-to-button routing to your Experience site. Create a JavaScript file and upload it as a static resource that you reference in your Embedded Chat component settings.

  • Add Mobile Accessibility for Chat

    Provide an accessible Embedded Chat experience on your website for mobile customers.