Where to find it
Open your widget in Settings > Website chat and go to the Behaviour tab. The tab has several sections, described below from top to bottom. Click Save when you are done.
Ask for details
Choose whether the chat asks visitors for their name, email, phone or company, and when. See "Let visitors say who they are (details form and consent)".
Routing
Choose who is assigned a new chat, and add rules that decide who is notified about it. See "Route new chats to the right people".
Engagement
These settings help a visitor notice the chat.
Reply teaser. When your reply arrives while the chat window is closed, it shows in a small bubble beside the chat button. On by default.
Flash the tab title. While a reply is unread, the browser tab's title switches back and forth with a new message notice, so a visitor on another tab notices it. On by default.
Open the chat automatically. Opens the chat window by itself. It is off by default, because most visitors dislike a chat that opens on its own. A proactive message is usually the better choice (see "Greet visitors with proactive messages"). When you turn it on, set:
- After (seconds), how long a visitor is on the page first, up to 120 seconds.
- Show on, which pages it opens on: Any page, or a page whose path starts with, contains or is exactly what you type, for example
/pricing. - How often, Once per visitor or Once a day.
It never opens on phones, or for a visitor who has already closed a proactive message during this visit.
Where the launcher shows
By default the chat button shows on every page of your site. Add a launcher rule to change that:
- Hide on hides the button on matching pages, for example your checkout.
- Show only on shows the button on matching pages and hides it everywhere else.
Each rule matches pages the same way as Show on above. You can add up to 20 rules.
Sound
Plays a sound when a new message arrives while the chat window is closed.
Let visitors email themselves the conversation
Adds Email me this conversation to the chat window's menu, so a visitor can keep a copy. It only appears once email is set up and ready for your workspace. See "Email a visitor when they leave (chat email)".
Privacy
Choose whether the widget asks a visitor before tracking them, and add a link to your privacy policy. See "Let visitors say who they are (details form and consent)".