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How do I implement proactive chat in EBSCO?

234 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 31, 2023    EBSCO Proactive Chat

 

Issue: If you activate proactive chat on an embedded chat box in the EBSCO sidebar, the proactive chat invitation will pop-up and be stuck on top of the chat box, looking like this:

How to fix this: To fix this issue, you will need to add two chat snippets to EBSCO:

  1. A regular, non-proactive, embedded chat box in the EBSCO sidebar
    • If your library's embedded chat box has proactive chat invitations enabled, ask the Admin Centre to create a new, non-proactive chat box for you. Then, add this chat snippet to the EBSCO sidebar following the steps in the FAQ Embed AskAway in EBSCO databases
  2. A proactive only chat snippet in the EBSCO footer

Contact the Admin Centre for any support needs. We're happy to walk you through configuration via email or Zoom.

For additional troubleshooting, see the LibraryH3lp FAQ "How do I get my proactive chat invitation to appear correctly within EBSCO?"

You may also need to contact EBSCO Support directly for additional troubleshooting in EBSCO Admin.