Sometimes you may want to contact a customer even if the customer has not
asked for help. For example, if the Monitoring tab shows that a particular
customer has spent several minutes on the checkout Web page, you might want to
contact the customer and offer your assistance.
You can initiate contact with the customer by sending a chat message to ask
if the customer needs assistance. At this time, the customer status changes to
"thinking." A session begins when the customer responds by clicking
Yes. If the customer responded by clicking No, the customer
status returns to a blank.
To contact a customer who has not requested help:
Make sure you are on the Monitoring tab.
Select the customer's name in the All store customer list.
Click the chat button beneath the list of customer names. A small
chat window displays on your screen.
Type a message and click Send or press Enter. A window with
an explanatory message appears on the customer's computer screen.
If the customer decides to join the session with you, your name and chat
message appear in the customer's chat window. A session begins in your
Session tab. Proceed to Step 5.
If the customer does not respond or decides not to join the session, you
will not be able to engage in a chat session with the customer.