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<p>Business process designer > Graphical elements / Send Live Chat Message</p>
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<div class="topic__title"><h1 class="p_Heading1"><span class="f_Heading1">Send Live Chat Message</span></h1>
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<!-- Placeholder for topic body. -->
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<p class="p_Normal"> </p>
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<p style="line-height: 1.28; margin: 0 0 11px 0;"><img alt="initiative-notification-1" width="96" height="77" style="margin:0;width:96px;height:77px;border:none" src="initiative-notification-1.png"/><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif;">The graphical element allows you to send messages to clients from a </span><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif; color: #0000ff;"><a href="create_line.html" class="topiclink">Live Chat</a></span><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif;"> to a messenger during a business process without being bound to a certain session.</span></p>
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<p style="text-align: justify; line-height: 1.20; margin: 7px 0 7px 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">The element is placed wherever you need to notify the customer about the process’s progress. For example, you can set up sending notifications when an order is ready or send customers a contract agreed upon during the process for review. In addition, notifications can be used internally, for example, to inform employees about an important task.</span></p>
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<p style="line-height: 1.28; margin: 0 0 11px 0;"><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif;">If you need to customize the sending of messages bound to a certain session, use </span><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif; color: #0000ff;"><a href="notification_to_chatline.html" class="topiclink">Send Live Chat Response</a></span><span style="font-size: 15px; font-family: Calibri,Vectora,'Droid Sans','Open Sans',Frutiger,sans-serif;">.</span></p>
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<p class="p_Normal"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">The messages are sent automatically without the operator’s involvement and are displayed in the session with the client. Before setting up the activity, make sure that the live chat is <a href="connection_to_line.html" class="topiclink">connected to a messenger</a>.</span></p>
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<p class="p_CodeExample" style="page-break-inside: avoid;"><span class="f_CodeExample">начало внимание</span></p>
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<p class="p_Normal"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Only users included in the <a href="360006871932.html#administrator" class="topiclink">Administrators</a></span><span style="font-family: 'Times New Roman',Times,Georgia,serif; color: #0000ff;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">group can configure the activity.</span></p>
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<p class="p_CodeExample" style="page-break-inside: avoid;"><span class="f_CodeExample">конец внимание</span></p>
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<h2 class="p_Heading2"><span class="f_Heading2">Set up the activity</span></h2>
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<p class="p_Normal" style="text-align: justify; line-height: 1.43; margin: 18px 0 0 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">On the process page, in the toolbar to the right of the modeling canvas, open </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">System elements</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Drag the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Send a Live Chat Message</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> activity onto the diagram and place it wherever the process requires to send a notification to the customer.</span></p>
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<p class="p_Normal" style="text-align: justify; line-height: 1.43; margin: 18px 0 16px 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Double-click the added activity to open the configuration window.</span></p>
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<h2 class="p_Heading2"><span class="f_Heading2">General tab</span></h2>
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<p class="p_Normal"><img alt="initiative-notification-2" width="777" height="599" style="margin:0;width:777px;height:599px;border:none" src="initiative-notification-2.png"/></p>
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<ul style="list-style-type:disc">
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<li style="line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Name</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;">*</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Enter the text to be displayed in the activity on the process diagram.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Author</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;">*</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Select who will be specified as the author of the message: the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">System</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> or the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Initiator</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span></li></ul>
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<p class="p_Normal" style="text-align: justify; line-height: 1.43; margin: 0 0 0 35px;"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">If the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Initiator</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> is selected, the author will be the user who started the business process. Please note, that the initiator must be a member of the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Operators</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> or </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Supervisors</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> group.</span></p>
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<ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Sender</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;">*</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Select a live chat from the list. The list will include all live chats for which integration with <a href="connection_to_line.html" class="topiclink">messengers</a> or <a href="inbox.html" class="topiclink">email</a></span><span style="font-family: 'Times New Roman',Times,Georgia,serif; color: #0000ff;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">is activated, as well as live chats for internal clients. If a live chat has several integrations activated, you can select only one of them.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Recipients</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;">*</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Click </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">{+}</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> in the right corner of the field and select the context variable of the <a href="360009707032.html#account" class="topiclink">Account</a> type. A message will be sent to the account stored in the variable.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Recipients (copies)</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. The option is displayed if the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Send</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">channel</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> field specifies a live chat with a linked email. Use the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">{+}</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> icon to specify additional recipients of the email by selecting an <a href="360009707032.html#account" class="topiclink">Account</a></span><span style="font-family: 'Times New Roman',Times,Georgia,serif; color: #0000ff;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">type variable.</span><br />
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<span style="font-family: 'Times New Roman',Times,Georgia,serif;"> </span><br />
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<span style="font-family: 'Times New Roman',Times,Georgia,serif;">In this case, the full list of recipients will be displayed on the session page in the <a href="working_in_chat.html#session_information" class="topiclink">client information</a>. The session operator automatically becomes the initiator of the process instance. If the process is started by the system, the session will be displayed in the <a href="live-chats-structure.html#section" class="topiclink">general queue</a>.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Message subject</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. The field is displayed if the live chat with the connected email is specified as the sending channel. Enter the subject of the email. To create a more informative subject, click the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">{+}</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> icon and add process context variables. To use the <a href="360007679591.html#date_time" class="topiclink">DateTime()</a></span><span style="font-family: 'Times New Roman',Times,Georgia,serif; color: #0000ff;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">function in the subject line, use the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-style: italic; font-weight: bold;">f</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">(x)</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> icon.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Message text</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold; color: #ff0000;">*</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. </span>Enter the text to be sent to the client. When doing so:</li></ul>
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<ul style="list-style-type:disc"><ul style="list-style-type:circle">
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<li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;">Use the HTML markdown for text formatting. For example, put a single <code><b><br></b></code> tag at the end of the sentence or phrase to start a new line. For paragraphs use the <code><b><p></b></code> <code><b></p></b></code> tags and insert the text between them.</li><li style="text-align: justify; line-height: 1.20; margin-top: 0; margin-right: 0; margin-bottom: 0;">To add <span style="color: #0000ff;"><a href="360028941112.html" class="topiclink">context variables</a></span> of the current process to the text, click on the <span style="font-weight: bold;">{+}</span> icon. You can also add the <span style="color: #0000ff;"><a href="360027003711.html#date_time_function" class="topiclink">DateTime() function</a></span> by clicking on the <span style="font-style: italic; font-weight: bold;">f</span><span style="font-weight: bold;">(x)</span> icon.</li></ul></li></ul>
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<ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Associated object</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Determine in which activity stream the notifications should be saved:</span><ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Current process</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">.</span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">Notifications are saved in the activity stream associated with the process instance.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Context variable</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. This option allows you to select a variable that stores a specific object, such as an app. Alerts will be saved to the activity stream associated with that object. If this variable is not filled in when the process is executed, notifications will come to the process activity stream.</span></li></ul></li></ul>
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<h2 class="p_Heading2"><span class="f_Heading2">Error Handling tab</span></h2>
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<p class="p_Normal"><span style="font-family: 'Times New Roman',Times,Georgia,serif;">While sending a message, an error may occur, for example, the recipient may not be defined. On the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Error</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Handling</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> tab, you can define what actions should be performed in this case.</span></p>
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<p class="p_Normal"><img alt="initiative-notification-3" width="675" height="560" style="margin:0;width:675px;height:560px;border:none" src="initiative-notification-3.png"/></p>
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<ul style="list-style-type:disc">
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<li style="line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Retry</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Select this option if you want the message to be sent repeatedly: </span><ul style="list-style-type:disc">
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<li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Number of retries</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Specify how many times the attempt to send the message should be repeated.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Retry delay (sec)</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Define the frequency of sending.</span></li></ul>
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<li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Notification</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. Enable the option and then specify the users to whom notification about an error in the process will be sent. You can select the current user, a user group, an item of the organizational chart, or specify a context variable, for example, the process initiator. Please note that the current user is the person who has completed the task that is set before </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Live Chat Response</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> on the process diagram.</span></li><li style="text-align: justify; line-height: 1.43; margin-top: 0; margin-right: 0; margin-bottom: 0;"><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Interrupt</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">. For the correct operation of the activity, it is necessary to enable this option and then specify in the </span><span style="font-family: 'Times New Roman',Times,Georgia,serif; font-weight: bold;">Connector</span><span style="font-family: 'Times New Roman',Times,Georgia,serif;"> field which branch the process will follow in case of an error. The transition specified in these settings will be marked with the </span><img alt="error-connector-icon" width="26" height="29" style="margin:0;width:26px;height:29px;border:none" src="error-connector-icon.png"/><span class="f_ImageCaption"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">icon</span><span class="f_ImageCaption"> </span><span style="font-family: 'Times New Roman',Times,Georgia,serif;">on the process diagram.</span></li></ul>
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