Direct Chat: Customer Experience
When a customer receives a Direct Chat invitation, it is provided as a unique URL, typically sent by an agent via email, messaging application, or included in a case or ticket. When the customer clicks the link, a chat window opens in their web browser and connects them directly to the inviting agent, without requiring the customer to wait in a queue. Each link is specific to a single chat session with the agent who generated it, and must be used before it expires.
From the customer’s perspective, the interaction functions like a standard web chat. The customer can exchange messages with the agent in real time and continue the conversation until the chat is ended. Because Direct Chat links are time-limited, customers may need to request a new link if the invitation expires before it is used. If the link expires before the customer clicks on it, the chat will not display at all.
For more information on configuring Direct Chat from an agent and/or administrator's point of view, see how agents create and send Direct Chat invitations and how administrators configure Direct Chat.
