Let’s say you have a dedicated chat button on your pricing page and want to avoid showing long queues to potential new customers. The Queue threshold to trigger the offline scenario setting allows you to automatically trigger the offline scenario when the number of visitors waiting in queue reaches a specified limit. The threshold must always be set to a value between 1 and 100.
You can find this option under Configuration > Chat > Chat buttons. Edit the desired button and go to Online scenario. The queue threshold is set per button and is not global for the whole account.
When the number of people in the queue for a given department reaches the defined threshold, the offline scenario is triggered. You can configure what happens in this case under the Offline scenario section of the same button. The available options are:
- Show offline button - the offline button with a contact form will appear.
- Show no button - the button will disappear entirely.
- Show online button with chatbot - the online button stays visible, but only a chatbot is available to handle chats. Learn more in the AI Chatbot Feature Overview.
Once the number of people in the queue drops below the defined threshold, the original online scenario resumes.
The button’s online/offline state is determined when the page is loaded. If the threshold is reached after the page loads, the offline scenario is triggered only when the customer clicks the button.
You can also configure your chat buttons to automatically appear or disappear based on other conditions such as business hours. Learn more in Automatically enable/disable chat button during business hours.