Launch rules

A launch rule A business rule that launches a live chat. is a business rule that launches a live chat.

• A reactive The user must click a button on the chat interface to launch a chat session. launch rule, which displays a click-to-chat button, must specify a C2C specification, which is defined in Buttons. A C2C specification includes a chat specification attribute, because clicking a click-to-chat button opens a chat window.

• A proactive A chat session that launches as soon as the agent sends the chat interface. launch rule, which opens a chat window, must specify a chat specification, which is defined in Chat Specifications. A chat specification includes configurations such as: the chat theme; the email spec (described in Transcript Emailing); and queue messaging specs (described in Queue Messaging Specs).

You can override launch rules, which changes the default settings in either a C2C specification or a chat specification, such as the chat theme or the default rule behavior, for example, by ignoring agent availability. To define launch-rule overrides, click Add Additional Overrides in the Actions tab of the Create Rule or Edit Rule page. For detailed instructions, see Manage actions for a business rule.