Outbound chat
Last Update: Oct 2024 • Est. Read Time: 2 MINAgents can initiate chat conversations with authenticated customers that are not actively viewing your site or mobile app using our outbound chat feature. Initiating conversations with a customer is beneficial in instances when you want to share information with them or need them to provide you with additional information. With outbound chat, you can:
- Send a push notification to a customer's device when you can't reach them via another channel such as, email.
- Provide updates for events, such as their refund status or a schedule change.
- Ask a customer to submit additional information you may need, such as proof of identity to activate a new user account.
Who can access this feature? | |
User types | Admins can access Chat settings. Agents can send outbound chat messages once the feature is turned on. |
For pricing information, see Understand outbound chat billing.
In this article
Turn on feature
- Go to Appsand select Chat.
- Select the Settings tab and then select Turn on outbound chat.
A customer can receive an outbound chat as long as they have opened your app or website at least once after the setting is turned on.
Note: Outbound chat is only supported on iOS SDK v2.6.0 & higher and Android SDK v2.9.6 & higher.
Send an outbound chat message
You can send outbound chat messages to authenticated customers from directly within the timeline. To do so, select theicon and then select Start new chat . An empty message will open where you can enter the new message.
Note: The Start New Chat button will not appear if the customer is not eligible to receive an outbound chat.
After sending the message, customers that previously initiated chat will receive a push notification on their device, alerting them that they have a new message from an agent.
Send bulk outbound chat messages
You can send outbound chats to a group of customers at once using bulk messaging.
- Select Searches and then select New.
- Select Customers from the drop-down menu.
- Create your search query and then select the customers you want to message.
- Select Bulk Message in the toolbar and select the Chat channel.
- Once you are done composing your message, select Continue, and then select Send to confirm the bulk message. For more information on the options available, see Bulk Messaging.