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. The client copies the Reactive Chat URL provided under Client Admin Portal > Queues Configuration > General Settings, and pastes the URL into the browser web address bar.URL
  2. Reactive Chat application opens. Depending on how the chat queue has been configured, the client is presented with one of the following screens:
    a
    . Data Collection screen (if this is the screen presented, the client proceeds to step 3), where he or she must complete all required fields (e.g. first name, last name, email address, nature of inquiry, etc.).
    b. Waiting in Queue screen (if this is the screen presented to the client, skip to step 4), where he or she is immediately placed in line to wait for the next available agent.
    c. Or a message indicating the queue is closed or no available agents screen (if this is the screen presented to the client, skip to the final note following step 9).
  3. Data Collection screen is displayed. The client 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
  4. Once all required fields are completed, the client clicks Send
    a.
    If an Agent is available, the client proceeds to step 6.
    b. If an Agent is not available, the client skips to the final note.
  5. 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
  6. The chat is presented to the first available Agent. The Agent responds to the received chat. 
    Note: as the Agent is typing a message, a typing in progress message appears at the bottom of your chat window informing you that the Agent has received your chat and is responding. AgentTyping
  7. The Agent’s response to the client's chat initiation is delivered to the client, and the client is presented with the CCA chat window. The chat window will display the Agent’s name (e.g. Sophie) accompanied with an image of the Agent (if the Agent has decided to post a user profile picture; if the Agent has decided not to share a picture, either the default image is displayed or no image is displayed). Response
  8. The client continues to chat with the Agent until the issue is resolved.
  9. 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.