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Proactive Chat
Answer ID 2657   |   Last Review Date 01/04/2023

What is proactive chat?

Environment:

Proactive Chat (PAC)

Resolution:

A Proactive Chat widget allows you to offer a chat invitation to customers while they are visiting your website. This widget is associated with the Oracle B2C Service Customer Portal, and provides settings that allow you to determine when the invitation is displayed, such as how long the customer has been viewing your site, and how many searches they have performed. It also determines if there is an available chat agent.   

Before the chat is offered to the customer, the chat session routing rules determine what queue the chat request will be directed to based on products, categories, custom fields, and other rule conditions. If the customer changes any of the information on the Chat launch page, that information is passed to the agent on the chat session workspace. However, the rules engine does not run again. As a result, the customer may change a field that would have triggered the chat being assigned to a different queue, but because rules are not run on the updated Chat page, the original queue assignment does not change. As the business rules are being evaluated before the Chat is created, when using Enhanced Business Rules (EBR) the chat_route_id value will remain Null and no rule runtime log information will be available for PAC chats. 

For additional information, refer to the 'Offering customers a chat session' section in the Online Help User Guide documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

Note: It is not possible to specify the chat queue ID where chats should be routed through the Proactive Chat widget, bypassing the chat business rules. A similar product that allows customers to specify the chat queue ID where the chats should be routed is the Proactive Chat Inlay. More information on Chat Inlays can be found in the Oracle Inlay Registry