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EXECUTIVE Q&A

How can I control the amount of chat conversations I receive?

As the number of chat conversations tends to go up when the chat service is offered to site visitors you can control the amount of incoming chats by adjusting the availability of the chat service on a site.

You can reduce the number of incoming chat conversations by modifying the ‘chat now’ buttons visibility on a website and, even more drastically, by limiting the number of proactive chat messages sent to site visitors. This will result in less incoming chats, giving agents more time to complete the ongoing conversations.

The most radical way is to hide the ‘chat now’ button from the entire site or from certain pages only disabling the chat service altogether. However, as this may give an inconsistent image of the company’s service channels and methods one should use consideration before taking action.

 

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