Managing the offline chat behavior

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Managing the offline chat behavior

General

 

When there are no operators online in your account, the system switches your chat to the offline mode. By default the system displays the Offline Message window when the visitor clicks the chat button in the offline mode. The system also can

 

Redirect visitors to some webpage when they click the offline chat button

Hide the chat button when the chat is offline

 

Customization of the offline chat behavior

 

The offline chat behavior can be changed in your account Control Panel, Account Settings / Offline Settings page.

 

Offline Settings page

Offline Settings page

 

1.This option is the default one. When the visitor clicks the offline chat button, the Offline window is displayed and the visitor is prompted to fill out some fields and send you an offline message. If there is no email address specified with this option on the Offline Settings page, the email from Account Profile page is used. The set of fields offered to the visitor is customizable.

2.This option is used to redirect visitors to some webpage when they click the offline chat button. It can be useful when you wish the visitor to fill out some questionnaire, more complicated than the Offline window. You can create the questionnaire page on your website and visitors will be redirected to it. Please provide the needed webpage URL for this option.

3.If you would like not to display the offline chat button to your visitors, you can use this option. The offline chat button will be hidden from the website.

 

Possible errors

 

Offline behavior doesn’t change

 

You changed the offline chat behavior to redirect visitors to some webpage or to hide the offline chat button but the system still opens the Offline window.

 

This error occurs when the No-Script Chat Button code or the direct link to the chat messenger is used. The offline chat behavior is managed by javascript part of the chat button code, thus if there is no javascript in the code, the settings are not picked up.

 

If there is any particular reason to use code without javascript on your website, please call to our support chat and we will find a workaround to reach the needed chat behavior.