Configuring Direct Chat (Admin Guide)
Direct Chat allows customers to connect directly with a specific agent. It works by allowing an agent to generate a unique chat invitation URL that they can send to a customer. When the customer clicks the link, they are connected directly to that agent for a one-to-one chat session. Direct Chat must be enabled and configured by an administrator before agents can use it.
This guide explains how administrators set up Direct Chat. It covers configuring the chat widget, selecting the correct scenario entry, defining link behavior, and granting agents the required permissions. For more information on configuring Direct Chat from an agent's point of view, see Agent guide.
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Direct Chat invitations are routed to a specific agent, not to a queue. If the issuing agent is busy or unavailable when the customer uses the link, the chat may be delayed or may not connect successfully. To reduce failed connections, set link expiration times that align with the agent’s expected availability. In addition, ensure the routing scenario accounts for these situations by configuring appropriate Find Agent timeouts and defining exits (such as timeout or no agent available) to route the interaction to an alternate destination, such as another agent, a queue, or an email follow-up. | |
Use Cases
Direct Chat is used when a customer needs to chat with a specific agent instead of being routed through a standard chat queue. It allows an agent to invite an individual customer into a one-to-one conversation.
A common example is IT or technical support, where the agent who owns a support ticket needs to work directly with the customer to troubleshoot an issue or provide assistance. The agent sends the Direct Chat link to the customer, often by email or within an existing case or ticket, so the customer can join the conversation at a convenient time. Direct Chat is also useful for follow-ups, escalations, or any situation where a conversation should continue with a particular person.
Prerequisite - Configure the Chat Widget
To support Direct Chat, a chat widget must be configured in the Messaging/Chat scenario entry. This widget renders the chat interface for the customer when they click a Direct Chat invitation link.
In the Contact Center Administrator, go to Scenario Entries > Messaging/Chat. Open the messaging/chat scenario entry that is used for Direct Chat, and click on the Chat widget bar at the top. Click "add" under the section Chat Initiation via Contact Tabs. This action opens the Chat Widget configuration form. In the Chat Widget form, enter a name for the widget, and configure the widget appearance and behavior as required.
Save the Chat Widget configuration, and save the messaging/chat scenario entry.
Admin Setup Overview
As an admin, your job is to ensure the Direct Chat URL works smoothly and that agents have the right permissions to generate links.
Configure Direct Chat Settings. Log in to the Contact Center Administrator and go to Contact Center Administrator > Call Center Configuration > Chat Configuration > Direct Chat.
- Select the same scenario entry that the chat widget is connected to (configured above). This tells Bright Pattern which chat flow the Direct Chat link will trigger. If needed, create or edit a scenario entry in: Contact Center Administrator > Scenario Entries > Messaging/Chat, then select it here
- Set link expiration time. Define how long each generated Direct Chat link will remain valid for the customer to use, in seconds. Choose a duration that gives the customer enough time to join the chat, but does not extend far beyond the issuing agent’s expected availability. For example, setting an expiration time much longer than an agent’s shift could result in the customer attempting to connect when that specific agent is no longer available
- Grant Permissions to Agents. Agents must have the appropriate privilege to generate Direct Chat invitation links. See assigning privileges for more information. In the Contact Center Administrator, navigate to Users & Teams > Roles. Open the role assigned to the agents who will use Direct Chat, then go to the Privileges section of that role and enable Create direct chat invitation links. Save your changes and have agents log out and back in to ensure the new permission takes effect. For a view of what Direct Chat looks like for the end-users, see Direct Chat: Customer Experience
