Best Practices

  • Use a question card before the live chat card asking the visitor if they’d like to connect.
  • After the visitor agrees to connect, use the information capture card to collect some of their info, like first/last name, email address, job title, etc. (it’s recommended to at least request first name and email address).

Live Chat Card Options

Clicking on the live chat card in the stream allows you to choose how the visitor gets routed. Choose from round robin, an agent, custom rules, or a team.

Round RobinChats are assigned to agents in sequential order.
AgentChoose a specific agent to receive the chat.
Custom RulesAll custom rules will be cycled through when considering where to route the visitor. If the visitor doesn't qualify for any custom rule, they get the live chat fallback message.
TeamChoose a specific team to receive the chat. If this option is chosen, it will be assigned round robin within that team.

Live Chat Notifications

IMPORTANT
In order to receive browser notifications for live chat, all live chat agents must enable browser notifications for Dynamic Chat when prompted.

Enabling Notifications

Live chat agents will see a banner at the top of the screen when they log in that reads “Please enable browser notifications to receive live chat notifications.” Click Enable.

Live chat agents will then be prompted by the browser to show notifications. Click Allow.

If agents do not get browser notifications even after allowing in the browser, they may need to enable notifications for the browser in the OS notification settings:

Steps for Mac

Steps for Windows

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