Reactive Chat occurs when the customer seeks out a chat with an agent. Reactive chat is always enabled.

To initiate a chat with an Agent:

  1. An end user would access the Reactive Chat URL provided in the Client Admin Portal Queues Configuration page, General Settings tab. As an administrator, you can copy the Reactive Chat URL and paste it into a browser web address bar for testing what the end-user sees.URL
  2. As an administrator who wants to test what the end-user sees, paste the URL into a browser web address bar, and then press Enter.

  1. The Reactive Chat application opens. Depending on how the chat queue has been configured, the client is presented with one of the following screens:
    a
    . A Data Collection screen (if this is the screen presented, the client proceeds to step 4), where you must complete all required fields (e.g. first name, last name, email address, nature of inquiry, etc.).
    b. A Waiting in Queue screen (if this is the screen presented to the client, skip to step 5), where you are immediately placed in line to wait for the next available agent.
    c. If no agent is available, a message appears indicating the queue is closed or there are no available agents (if this is the screen you see, continue to the final Note after step 10).
  2. The Data Collection screen appears. Completes all required fields (e.g., first name, last name, email address, nature of inquiry, etc.). Required fields are marked with a red asterisk (*).Data
  3. Click Send when done.
    a.
    If an Agent is available, the client proceeds to step 6.
    b. If an Agent is not available, continue to the final Note.
  4. The Waiting in Queue screen is displayed. A series of messages will appear indicating that the client is waiting for the next available agent and specifying the estimated wait timeWaitingScreen
  5. A chat window appears to the first available Agent, who can then respond to the chat. Note: As the Agent is typing a message, a chat bubble with three dots appears. AgentTyping
  6. The Agent’s response is presented to the end-user. The chat window displays the Agent’s name along with an image if the Agent has included one in their profile. If not, a default image appears. Response
  7. The end-user continues chatting until the issue is resolved.
  8. Once the client's issue is resolved, the client clicks End Chat to exit the chat window. If the Agent leaves the chat first, a message appears in the client's chat thread indicating the agent has left the chat. EndChat
    Note:
    if the Queue is closed or an Agent is not available when a client first navigates to the CCA Chat application, the client is presented with a screen indicating that the queue is now closed, or that no agents are available to chat at this time. Depending on how the queue is set up, the client may have the option of leaving a message via email or requesting a callback, to which an Agent will respond once the queue reopens or an Agent becomes available. If no email or callback options are provided, the client is simply presented with a message indicating the queue is closed or no agents are available; the queue working hours may also be displayed on the screen.