Enable chat recovery and recapture for an agent
Allow an agent to use the recovery and recapture feature.
When agents are unavailable, customers may nonetheless click on a chat button without making real-time contact with an agent. When an agent becomes available, Bold360 can proactively inform them that a customer who wanted to chat is still on the site (this is called recovery) or is filling out a form (this is called recapture). The agent can then choose to invite the customer to chat.
- Create or edit an agent, as follows:
- At admin.bold360.com, go to Organization > Agents.
- On the Agent Management page, select an existing agent or click Create New.
The New/Edit Agent page is displayed.
- On the Advanced Settings tab, select Enable chat recovery/recapture.
- Save your changes.