General: Reactive Bubble Settings

There are a few settings you can adjust related to the Reactive Bubble.



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

If Glia is installed and turned on (per first configuration in the “Settings” section) you also have the ability to control whether or not reactive engagements are enabled.

When turned ON, site visitors will have the ability to reach out to your operators (pending the 2 following settings).

When turned OFF, the Reactive Bubble will not be displayed 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

Do you want visitors to be able to leave a message if nobody is available to assist them live? If so, set to “On”.

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 Advanced Admin section Exports.



3) Display unavailable operators in the operator selector

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

Most of our clients choose to remove unavailable operators, displaying only those operators that are currently available for live engagements with your site’s visitors.

When unavailable operators are displayed 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, Doris is unavailable, while Inga is available to speak.



4) Reactive call timeframe

The reactive call timeframe determines how many seconds the operator has to answer an incoming call. The default, the recommended time is 15 seconds to minimize wait times for customers. In some cases, customers will choose to extend this to 30 seconds.


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