Before any chat gets offered to an agent it's routed through a chat flow, just like incoming calls 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 next to the widget that you wish to edit.
  4. You have the following options:

- Choose from the supported languages for the widget.
The following languages are supported: Danish, Dutch, English, Estonian, Finnish, French, German, Italian, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Russian, Spanish, and Swedish.
- Change text in minimized chat form and contact form
- Choose theme color
- Choose the widget position (mobile and desktop)

Select which queue the 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 the hide strategy:
- Hide when all agents are either away or offline
- Hide when all agents are offline
- Never hide

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

Choose what time of each day of the week 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. For example, you can have one queue for your check-out pages and one for everything else: 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. Action Chat Flow-R4Y.png

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.

One final thing to note is that if you wish to add a new action to a chat flow, then you must delete any action that will come after it in the flow before you can add it.