Change how the widget behaves on your site

Shane Wall

Last Update a month ago

To make changes to how the widget acts on your site, make your way to the Administration section of the Dashboard, select Chat Widget from the channel list and scroll down to Widget Behavior.

From here you can make adjustments to the behavior of the widget, changing how it functions for both the visitors on your site and the agents answering chats.

If you have multiple properties, make sure to check that you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

Notification Settings

Hide estimated wait time allows you to either share or hide a wait time based on your previous chat answering times with visitors. This can be handy for setting expectations at peak times.

Disable sound notifications controls all audio the visitor will hear when chatting with you. If you prefer for the widget to be completely silent for your visitors, enable this option. If you want them to hear all the beeps and boops, leave this option switched off.

Disable message preview controls the feature allowing you to get a sneak peek at what the visitor is writing before they send the message through to the agent answering the chat. Seeing what a visitor is writing as they type can make it easier to respond.

Disable agent typing notification allows you to show or not show the visitor that the agent is responding to them before the message is sent. It can be nice to know when someone is actively writing a response, especially with long, complicated answers.

Disable visitor typing function works just like the agent typing notification but from the other side. If you prefer to have a visual cue that your visitor is responding before they send the message, be sure to leave this option off.

Disable browser tab notification will stop alerts from showing up in the page title of your browser. Leaving this option on will allow for chat notifications to be displayed in the text at the top of each tab in a browser.

Visibility Settings

Hide widget when offline will make the chat widget invisible when you have no agents online and ready to accept chats. This can be useful if you want visitors to use a form on your website instead of the chat widget Offline form when you are offline.

Hide widget on load will make the chat widget invisible when a visitor navigates to your site. This is really only useful if you're launching the widget another way — for example, with a text link. Otherwise, the visitor will not be able to view or use the chat.

Hide widget on mobile makes the widget accessible to visitors only if they are viewing your site via a desktop browser. If you prefer to hide the chat widget from mobile visitors you can do so by enabling this option, although be aware, this is likely to decrease the number of incoming chats.

Feature Settings

Disable emoji selection will stop your visitors from being able to insert an emoji from the list of available options next to the text input area of the chat.

Disable file upload stops visitors from being able to upload and send files through the chat widget. Sending files via chat can be handy. However, if you tend to receive unwelcome files from your visitors, this option can put a stop to it.

Disable chat rating removes the built-in rating system, hiding the small thumbs up/down icon in the chat window. If you'd rather not allow visitors to leave a rating while chatting with agents, you can disable the feature here.

On Click Behavior

When a visitor decides to engage in a chat and clicks the chat widget on your site, one of two things will happen depending on how you've set up the On Click Behavior. The default option is set to Maximize, meaning when a visitor clicks the chat icon, a window will open within the current tab and the chat widget will follow the visitor as they navigate your website. The Popout option, however, will create a new window purely for the chat.

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