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This article describes the proactive chat parameters of the Commerce Chat with Omnichannel for Customer Service and Commerce Chat with Microsoft Copilot Studio chat modules in Microsoft Dynamics 365 Commerce.
Proactive chat properties
The proactive chat properties are located in the properties pane of the Commerce Chat with Omnichannel for Customer Service and Commerce Chat with Microsoft Copilot Studio modules in Commerce site builder.
Note
By default, all the proactive chat properties that are listed here are blank. We recommend that you learn more about these properties and set them only as they are required. This approach helps reduce erroneous proactive chats from being triggered.
Proactive Chat
| Friendly name |
Description |
Default value |
| Enabled |
Proactively engage customers, based on different triggers. |
Disabled |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Blank |
Wait Time (Proactive Chat)
| Friendly name |
Description |
| Wait time (sec) |
The time (in seconds) that site users spend on a site page before a proactive chat is triggered. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Number of Page Visits (Proactive Chat)
| Friendly name |
Description |
| Number of page visits |
The number of page visits before a proactive chat is triggered. Site users must first accept the prompt in the cookie consent banner. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Specific Page(s) (Proactive Chat)
| Friendly name |
Description |
| Page(s) |
A list of the pages that trigger a proactive chat when they are visited. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
From Specific Page(s) (Proactive Chat)
| Friendly name |
Description |
| Page(s) |
A list of the pages that trigger a proactive chat when users navigate away from them. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Specific Country/Region (Proactive Chat)
| Friendly name |
Description |
| Country code |
Users who visit from specified countries or regions trigger a proactive chat. Country/region codes should be two uppercase letters (for example, US). |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Date Range (Proactive Chat)
| Friendly name |
Description |
| Start Date (dd/mm/yyyy) |
The date on or after which a proactive chat will be triggered. |
| End Date (dd/mm/yyyy) |
The date on or before which a proactive chat will be triggered. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Total Amount in Cart (Proactive Chat)
| Friendly name |
Description |
| Minimum |
The minimum monetary amount (inclusive) in the shopping cart that triggers a proactive chat when users visit the cart page. |
| Maximum |
The maximum monetary amount (inclusive) in the shopping cart that triggers a proactive chat when users visit the cart page. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Total Number of Items in Cart (Proactive Chat)
| Friendly name |
Description |
| Minimum |
The minimum number of items (inclusive) in the shopping cart that trigger a proactive chat when users visit the cart page. |
| Maximum |
The maximum number of items (inclusive) in the shopping cart that trigger a proactive chat when users visit the cart page. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Specific Product(s) in Cart (Proactive Chat)
| Friendly name |
Description |
| Product(s) ID/SKU |
A list of the product IDs/stock keeping unit (SKU) numbers that trigger a proactive chat when users visit the cart page. |
| Chat greeting |
The greeting message used when a proactive chat is triggered. |
Additional resources
Commerce chat features overview
Commerce Chat with Omnichannel for Customer Service module
Commerce Chat with Microsoft Copilot Studio module