There are two types of agent to client chats that can occur: Proactive Chat and Reactive Chat.

Proactive chat occurs when an agent initiates a chat with the customer.
Reactive chat on the other hand, occurs when the customer seeks out a chat with an agent. Reactive chat is always enabled, whereas proactive chat is, by default, disabled.

To setup Proactive Chat sessions within your website, refer to the Knowledge Base article on Proactive Chat.

To setup Reactive Chat sessions within your website, refer to the Knowledge Base article on Reactive Chat.