After you complete the basic setup of your Enhanced Chat channel, you can add additional features to customize the service rep and customer messaging experience. For example, set business hours for your channel, show customers an estimated wait time in the messaging window, or control the actions that customers can take in a messaging session.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
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Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
- Set Up and Customize an Automated Invitation
Proactively invite customers to start a chat with a service rep or AI agent in Enhanced Chat with automated chat invitations. You can set rules, conditions, and implement a custom invitation. Automated invitations appear after a customer visits your site. If the customer refreshes the page or closes the browser, the invitation is resent. You can also resend invitations after they're accepted or rejected. - Set Up Session-Based Chat
Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently. - Set Up Abandoned Chat Timeouts
Configure a timeout that moves abandoned messaging sessions to an inactive state when customers leave a conversation by closing their browser or tab, navigating away from the page, or losing their connection. - Show the Emoji Keyboard in Enhanced Web Chat
Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard. - Show Customers an Estimated Wait Time in the Chat Conversation Window
Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations. - Show Customers Their Queue Position in the Messaging Window
Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions. - Show Visitor Names in the Conversation Window
Help your service reps identify who they’re assisting by showing visitor names in the conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears, with Guest used when no name is available. - Add Terms and Conditions Acceptance to your Pre-Chat Form
Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form. - Use Fallback Message to Help Customers During an Enhanced Chat Downtime
Write a fallback message to send customers in the messaging conversation window in the event of a service downtime. - Allow End Users to Download a Transcript of a Messaging Session
While Enhanced Chat shows messaging history in the conversation window to verified end users, unverified end users want to review messaging history. Now, unverified and verified end users can download a PDF conversation transcript after the session ends. - Set Business Hours in Enhanced Chat
Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours. - Customize the Enter or Return Key in Enhanced Chat for Web
By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings. - Prevent End Users from Sending File Attachments in Enhanced Chat
Choose whether your end users can send file attachments to service reps in Messaging for In-App and Web. - Customize Your UI with Lightning Web Components
To update the look and feel of your customer-facing messaging interface, create and add Lightning Web Components. - Clone Your Enhanced In-App Chat Deployment
To prevent outages for customers who haven’t yet upgraded to the latest version of your mobile app, clone your Enhanced In-App Chat deployment before releasing a new feature. Roll out the new feature on the cloned version of the deployment while allowing customers who haven’t yet upgraded to keep using the older version. - Customize the File Sharing Experience in Enhanced Chat
Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents.