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Chat Inlays - Proactive, Conditional and Embedded

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edited Oct 25, 2019 4:04PM in Customer Portal 33 comments

Summary

Brief summary of then how, when and why in using chat widget such as Inlays

Content

There has been some discussions about proactive, conditional and embedded chat inlays. Hopefully this thread may resolve some confusion around the usage. While I am not an expert in the chat field - you should visit the chat forums or check out the chat answers on the CX site - I can provide some insight for you.

Proactive Chat and Conditional Chat Inlays are what we call "chat offer" widgets. The usage is that these are loaded onto a page along with an Embedded Chat that is initially hidden. When certain criteria (specified by you) are met, then the chat offer inlay fires an event for the Embedded Chat to appear and allow the end user to enter in credentials and initiate a chat session. Below, we'll talk about the various Inlays and the basics around their usage and functionality.

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