[MUSIC]
>> We're excited to
announce a new capability,
Proactive Chat, to our
existing chat channel.
This feature enables organizations
to engage with end users by
automatically inviting them to
a chat conversation based
on preconfigured rules.
Chat for Dynamics 365 will
support an ability for
developers or admins to trigger a
proactive chat through an API,
we are introducing in our
live chat SDK.
Mae, a customer of
Contoso has damaged
her Surface Pro and is on
Contoso's website trying to
understand the coverage terms.
She is offered a chat
by Contoso based on
a preconfigured rule that
she spent some time,
in this case 30 seconds,
trying to understand the
accidental coverage terms.
Mae can accept the chat
which connects her to a bot
or an agent depending on
Contoso's Omnichannel setup.
Mae can close the invitation
outright or ignore
the invite which
automatically disappears
after a preconfigured
time out of one minute.
Contoso can configure the
message that Mae sees
to offer a more context-oriented
and relevant invitation.
Mae decides to go ahead
and chat with Contoso.
Penelope, who's an agent with
Contoso support, receives the chat,
understands the complete
customer's contexts on the reason
why a proactive chat was offered
to Mae under additional details.
She can see the time Mae spent on
the page as well as the
web page Mae was on.
Penelope can now help Mae
proactively without Mae having
to explicitly seek out support.
Admins can set up
Proactive Chat by enabling
the corresponding flag on their
existing or new chat widgets.
It will be available
across any web page that
has the existing chat widget
embedded within it.
Developers can go ahead
and build triggers
and invoke the API that we've
built as part of
this Proactive Chat feature in
our live chat SDK. Thanks a lot.
[MUSIC]
