Proactive chat funnels

Proactive chats are bucketed within a funnel. Recommended funnels are:

Funnel level	Funnel name	Description
4	Top funnel	Customers are usually just browsing.
3	Care funnel	Customers may be looking for assistance.
2	Sales marketing funnel	Customers are browsing sales and marketing pages.
1	Buy-flow funnel	Customers are in the buy-flow pages, which are the purchasing pages of a website.

Once a proactive chat is assigned to different funnels, and the customer navigates down to different funnels, the customer sees a proactive chat window. The customer will not see another proactive chat window at a higher funnel level within the re-chat interval, which by default is 24 hours. This value is configurable. It can be set to a different value for a lower funnel level, or for re-engagement, such as 12, 8, or 6 hours.

You can also:

• Configure the funnel levels that are set.

• Select the Ignore funnel level check box to remove the funnel-level checker.

You specify both these settings in the General tab of the Create Rule or Edit Rule page. For detailed instructions, see Manage general settings for a business rule.