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 and you can use chat flow actions to add a conversational assistant to your chat flow. You can also read about the conversational assistant features in detail here.

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:

Chat flow actions

Select which queue the chat conversations should be delivered to and write a custom welcome message to welcome your customer to the chat with your agent.

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

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

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

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

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


You can use this action in your flow if you would like to automatically apply a certain tag or tags to a chat message that gets routed through the flow.


“Text input” as a chat flow action enables you to gather information before the chat starts. This will allow customers to input data, that can then be used once the conversation has started, because it will then be displayed to the agent once they receive the chat conversation.


“Message” as a chat flow action enables you to send messages back to the user - e.g. if you want them to sign up for a demo.

To learn more on this you can review this article. 

- 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)

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.