How I can engage with inactive customers?

To engage with a non-active customer, follow these steps:

Navigate to Transcript > Search for the customer > Click Takeover Visitor to initiate a chat.

• If the customer is within the 24 hour active window, you can directly start the conversation.
• If the customer is not within the 24 hour active window, begin with a utility template first. Once the customer replies, the agent can proceed with the conversation.