Retention script

tip

When the client starts the chat, but the agent cannot answer at once, the system may automatically send messages to the client asking them to wait for a reply. Set up a retention script to do so.

The script is initiated when the client starts a conversation with the agent, and it stops when the agent starts typing in their first answer.

Create script

Sign in to your LiveTex platform dashboard as an account administrator. Select Scripts > Retention > Add script on the upper panel.

Specify the name of the new script in the editor and fill out the rules based on which the customer retention script will be launched.

Contact point

From the dropdown list, select the contact point the retention script should be configured for.

Retention messages

Specify the number of seconds after which the client will get their retention message. Enter the retention message text in the field below. OPERATOR_NAME will be replaced with the agent name in the message to the client.

Click Add message to add more retention messages if required.

Switch chat

The chat can be switched to another agent after a specified time period from the last message.

Set the Switch chat to another agent checkbox and specify the necessary number of seconds.