Proactive chat

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

Chat channel allows users to effortlessly engage with organizations via a chat widget on the website. Proactive chat enables organizations to engage with users by automatically inviting them to a chat conversation based on the configured rules. Organizations can use end-user data, user journey information, time spent on web page, and more to decide when to best engage with them. Organizations can control the proactive chat experience using personalized trigger messages and configurable rules to define the target audience, time frame, and target location.