Proactive triggers and Virtual Agent notifications in enhanced chat

Proactive triggers and Virtual Agent notifications can be selected and completed in a Virtual Agent conversation.

Proactive triggers and simple Virtual Agent notifications are displayed the same way on the portal as a pop-up rectangle box.

Figure 1. Example of proactive trigger or notification in enhanced chat

Proactive triggers and Virtual Agent notifications only display on the portal pages with the chat button and are unavailable in the full-page experience view. Selecting a proactive trigger redirects you to a new chat. If you switch to a new chat while another active chat is ongoing, a pop-up message on the chats icon appears: Your previous chat was saved. You can revisit all of your past chats and continue ones that are still active.For more information on Proactive Triggers, see Exploring Proactive Triggers.

Virtual Agent notifications display as an unread message and after you select the notification, the notification displays in the chat conversation. For Virtual Agent notifications, the sn_nowassist_va.nass_notification_enabled system property defaults to true in System Properties (sys_properties.list). When sn_nowassist_va.nass_notification_enabled is set to true, Virtual Agent notifications appear on your portal home page. Selecting a notification redirects you to the conversation in a chat. Simple (nonactionable) notifications are displayed in the navigation area's Chats > Updates section. Actionable notifications are displayed in the navigation area's Chats > Active section. These actionable notifications create a chat with the notification title as the chat title. Selecting an actionable notification loads the conversation with the notification and associated actions. If you don't act and initiate a search, after viewing the search results, you can switch back to the notification that triggered the conversation by entering Show notifications. Entering Show notifications in a non-notification conversation results in a message indicating that there are no actionable notifications to view. To view your actionable notifications, it’s best to select the chats icon (). When you select a notification, the unread badge count on the chats icon () goes down. After you have worked with the actionable notification, the notification moves to the Chats > Closed section. For more information on configuring Notifications, see Configuring Virtual Agent notifications and Configure a delivery channel for Virtual Agent notification.