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:

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

    Select what queue chat conversations should be delivered to.

    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

    Select what queue contact form messages should be delivered to.

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

    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. Eg. you can have one queue for your check-out pages and one for everything else. For instance: or

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

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

Chat Flow actions

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

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