This article describes the proactive chat parameters of the Commerce Chat with Omnichannel for Customer Service and Commerce Chat with Power Virtual Agents chat modules in Microsoft Dynamics 365 Commerce.
Proactive chat properties
The proactive chat properties are located in the properties pane of the Commerce Chat with Omnichannel for Customer Service and Commerce Chat with Power Virtual Agents modules in Commerce site builder.
Note
By default, all the proactive chat properties that are listed here are blank. We recommend that you learn more about these properties and set them only as they are required. This approach will help reduce erroneous proactive chats from being triggered.
Proactive Chat
Friendly name
Description
Default value
Enabled
Proactively engage customers, based on different triggers.
Disabled
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Blank
Wait Time (Proactive Chat)
Friendly name
Description
Wait time (sec)
The time (in seconds) that site users spend on a site page before a proactive chat is triggered.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Number of Page Visits (Proactive Chat)
Friendly name
Description
Number of page visits
The number of page visits before a proactive chat is triggered. Site users must first accept the prompt in the cookie consent banner.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Specific Page(s) (Proactive Chat)
Friendly name
Description
Page(s)
A list of the pages that will trigger a proactive chat when they are visited.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
From Specific Page(s) (Proactive Chat)
Friendly name
Description
Page(s)
A list of the pages that will trigger a proactive chat when users navigate away from them.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Specific Country/Region (Proactive Chat)
Friendly name
Description
Country code
Users who visit from specified countries or regions will trigger a proactive chat. Country/region codes should be two uppercase letters (for example, US).
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Date Range (Proactive Chat)
Friendly name
Description
Start Date (dd/mm/yyyy)
The date on or after which a proactive chat will be triggered.
End Date (dd/mm/yyyy)
The date on or before which a proactive chat will be triggered.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Total Amount in Cart (Proactive Chat)
Friendly name
Description
Minimum
The minimum monetary amount (inclusive) in the shopping cart that will trigger a proactive chat when users visit the cart page.
Maximum
The maximum monetary amount (inclusive) in the shopping cart that will trigger a proactive chat when users visit the cart page.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Total Number of Items in Cart (Proactive Chat)
Friendly name
Description
Minimum
The minimum number of items (inclusive) in the shopping cart that will trigger a proactive chat when users visit the cart page.
Maximum
The maximum number of items (inclusive) in the shopping cart that will trigger a proactive chat when users visit the cart page.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.
Specific Product(s) in Cart (Proactive Chat)
Friendly name
Description
Product(s) ID/SKU
A list of the product IDs/stock keeping unit (SKU) numbers that will trigger a proactive chat when users visit the cart page.
Chat greeting
The greeting message that is used when a proactive chat has been triggered.