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General: Reactive Bubble Settings

The reactive bubble allows visitors to seek for help and start engagement. The appearance of the reactive bubble can be controlled as follows.

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1) Global switch to display/hide the Reactive Bubble for the site

If Glia is installed and turned on (per first configuration in the “General” section) it is possible to control whether or not the reactive bubble is shown by default and engagements can be requested by visitors.

When turned On, the Reactive Bubble is shown by default and site visitors have the ability to reach out to your operators (pending the 2 following settings).

When turned Off, the Reactive Bubble is not shown on your site by default but it can still be made to appear using business rules. Proactive engagements (engagements initiated by an operator) are still possible when the bubble is not shown.

 

2) Allow visitors to Leave a Message when no operators are available

When turned On, the visitors can leave a message when no operators are available for serving them.

The Leave a Message function allows visitors to enter a text message. The message can be sent to a designated inbox or all operators. You can configure the receivers of these messages in the Advanced Admin section Exports.

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3) Display unavailable operators in the Operator Selector

When an operator is unavailable you can choose to show them in the Operator Selector for visitors to leave a message, or they can be removed from the list.

It is recommended to show only those operators that are currently available for live engagements with the site visitors.

When unavailable operators are shown the operator's status will be shown as "Unavailable" and the visitor will be able to leave a message for the chosen operator.

In the image below, Mary-Jane is unavailable, while Elizabeth Blum is available to speak.

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4) Reactive Call Timeframe

The Reactive Call Timeframe determines how many seconds the operator has to answer an incoming call. The recommended time is 15 seconds to minimize wait times for visitors. In some cases, it can be extended to 30 seconds.

 

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