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.

Required Editions

View supported editions.
This article applies to:	Enhanced In-App Chat and Enhanced Web Chat channels
This article doesn’t apply to:	Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

1. From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
2. Click your deployment's name.
3. Turn on chat invitations, define sending rules, and add invitation conditions.
   1. On the Embedded Service Deployments Settings Setup page, click Manage Invitations.
   2. Turn on chat invitations. To hide the default invite and use your own, select Hide default invitation.
   3. In the Sending Rules section, define rules for resending the invitation. To resend the invitation after the customer has accepted a previous invitation, select Allow chat invitations to be resent after an invitation is accepted. To resend the invitation after the customer has rejected a previous invitation, select Allow chat invitations to be resent after an invitation is rejected.
   4. In the Invitation Condition section, define at least one condition. You can add up to 10 conditions per invitation.
      Condition: Specifies what the sending rule evaluates. For example, you can create a rule that sends the invitation based on how many seconds a customer has been viewing a web page for.
      Operand: Specifies how the condition is evaluated. For example, select equals, greater than, or less than to define how the system compares the field to the value.
      Value: Specifies the value to evaluate the formula against. For example, you can create a rule that sends the invitation when a customer has been on a page for more than 30 seconds.
      All Conditions Are Met: The invitation is sent only when every condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 AND Page Views equals to 3.
      Any Condition Is Met: The invitation is sent when at least one condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 OR Page Views equals to 3.
      Custom Logic Is Met: The invitation is sent based on a boolean expression that combines conditions. For example, (1 AND 2) OR 3 sends an invitation if both Seconds on Page is greater than 30 and Page Views equals to 3, or if Seconds on Site is greater than 180.
4. Customize the invitation text.
   1. On the Embedded Service Deployments Settings Setup page, click Set Custom Labels.
   2. To change the default text, select your primary language. Then select Chat Invitation for Chat Group, Window for Label Group, and Standard for Label Type. Enter a custom message for your invitation. You can use markdown tags to format the message with line breaks and bold text.
5. Customize the invitation colors.
   1. On the Embedded Service Deployments Settings Setup page, click Select Branding.
   2. In the Chat Button and Invitation and Header sections, select colors for the background, text, dismiss button, and header text and icons.
6. On the Embedded Service Deployment Settings Setup page, click Publish to apply your changes.