Configure chat invitations
Create targeted invitations that open an Agent conversation without overwhelming visitors or duplicating entry points.
Use Chat Invitations to invite eligible visitors into a conversation at a useful moment. The feature should support a specific journey and remain subordinate to the visitor's current task.
An Agent combines instructions, customer-facing interface settings, Knowledge, catalog data, and optional tools. A reliable setup is tested with realistic customer questions before deployment. Tests should cover expected answers, missing information, product scenarios, escalation, and any optional interaction that the team has enabled.
Before you begin
Access: Chat Invitations is an administrator-only Agent configuration area.
- Choose the target Agent and deployed channel.
- Define the visitor situation that justifies an invitation.
- Confirm the Agent can handle the promised journey.
Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.
Step-by-step workflow
Choose a narrow invitation goal
Target one useful outcome such as helping on a high-consideration page. Avoid a generic prompt that appears everywhere without regard to visitor intent.
- Write the expected customer response.
- Map the invitation to an Agent capability that is already tested.
Write accurate invitation copy
Keep the message brief and honest about what the Agent can do. Do not advertise unavailable integrations, guaranteed outcomes, or human availability that is not configured.
- Use the customer's language and context.
- Provide a clear way to dismiss the invitation.
Configure targeting conservatively
Use the available invitation settings to limit where and when the prompt appears. Start with a small surface before expanding its reach.
- Avoid overlapping invitations on the same journey.
- Check interaction with the normal chat entry point.
Validate on the deployed site
Test a fresh session on desktop and mobile. Confirm the invitation appears only in the intended context and opens the correct Agent conversation.
- Test appearance, dismissal, and re-entry.
- Monitor resulting conversations for relevance before expanding.
Important limits and operating notes
- Only administrators can manage this area.
- An invitation does not create a new Agent capability.
- Aggressive timing or frequency can disrupt browsing.
- The deployed domain and entry point must already work.
Verify the result
- The invitation is associated with the intended Agent.
- Copy matches a tested customer journey.
- It appears and stays absent in the correct contexts.
- Dismissal and chat opening work on desktop and mobile.
Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.
Troubleshooting
The invitation never appears
Confirm administrator changes were saved, targeting matches the current page and session, and the correct Agent is deployed. Test with a fresh private session.
Several prompts compete on the page
Review chat invitations, the standard entry point, and other storefront overlays together. Reduce overlapping triggers and keep one clear path into the conversation.