Before any chat gets offered to an agent, it's routed through a chat flow. Just like incoming calls that are routed through a call flow.

Chat Flows are also used to customize the look of your chat widget.

To set up your chat flow:

  1. Go to Settings.
  2. Go to Chat.
  3. Click on Edit Flow.
  4. You have the following options:

    CUSTOMIZATION
    - Choose from the supported languages for the widget
    - Change text in minimized chat form and contact form
    - Choose theme color
    - Choose widget position (mobile and desktop)

    QUEUE
    Select which queue the chat conversations should be delivered to.

    HIDE STRATEGY
    Hide strategy is used to decide how the widget functions when all agents are offline and/or away. If you also use a contact form we recommend that you use "never hide", otherwise website visitors will not see your contact form. These are your options for hide strategy:
    - Hide when all agents are either away or offline
    - Hide when all agents are offline
    - Never hide

    CONTACT FORM
    Select which queue the contact form messages should be delivered to.

    OPENING HOURS
    Choose what time of each day of the week the chat widget should be shown.

    URL TRIGGERS
    URL triggers can be used to change how the chat widget looks and functions based on which URL the customer is at when he or she starts the conversation. For example, you can have one queue for your check-out pages and one for everything else: https://exsample.com/support or https://exsample.com/checkout

    MENU
    With the Menu action you can have chat conversations go to different queues depending on what option the customer chooses in the menu.

    HIDE WIDGET
    No chat widget or contact form will be shown on you site.


Chat flow actions


An example chat flow which uses a contact form, takes opening hours into account and only shows the live chat widget when agents are online


Example chat flow which only shows the widget when agents are online