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How to initiate chat with visitors?

Proactive Chat feature allows you to handpick real-time visitors on your website and send them a message. This feature is available across all the plans.

How to view real-time website visitors?

1. Login to your HappyFox Chat account.

2. Click Visitors tab and you will see the real-time visitors on your website. The number of visitors displayed is limited based on your plan.

3. On the visitor tile, you can see the location, time spent and current web page. When the visitor's name and email are added/passed to the widget, their details will also be shown on the tile.

4. The visitor will be displayed based on the Last active and Landed time. Hover on the visitor tile to view this info. You can also filter visitors by Page, location, duration, agent and custom filter options available in the left pane. More info on Custom filter > here.

How to initiate a proactive chat with visitors?

1. Click on any visitor tile whom you would like to send a proactive message, enter the chat message and click "Send". The character limit for this message is 100.

2. On clicking "Send", the visitor's tile will turn green indicating that the visitor has been engaged by an agent and other available agents will be aware.

3. At visitor side (on your website), the message will pop-up over the chat widget as shown below. 

Note: This message pop-up will be hidden in 3 minutes from the time the visitor views the message.

4. When the visitor clicks on the message, the chat widget will expand and visitor can type and send a reply.

5. The chat notification will only be sent to the agent who initiated the proactive chat message. If this agent is offline by the time visitor responds back, the chat notification will be sent to other available agents.

6. When the visitor replies to this message, they are not required to enter their details to reply. So you will see visitor's details as 'VisitorXXXXX". Do not panic ;) You can still get their details. 

Type the command '!getVisitorDetails' and at the Visitor end "Add your details" button will appear.

7. When the visitor replies to the proactive chat message and the agents are yet to accept the chat, the visitor tile will read "Waiting for reply".  

8. If the agent accepts the chat and starts chatting, the visitor tile will read "Chatting with you/{agentname}". 

9. If the chat is not accepted by any of the agents, it becomes a missed chat. The tile will read "Missed chat". 

10. Once the chat is completed the visitor tile will turn into faded gray, compared to other tiles and will indicate "Finished chat with you/{agentname}". 

If you want to set up automated triggers to your website visitors, refer > Triggered Chats.

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