Unavailable settings control the visitor's experience in a group when chat is unavailable. "Unavailable" is when a chat is out of schedule, or if no agents are available to take chats.
To configure the Unavailable settings, go to Account Setup > Workflows > Unavailable (https://app.velaro.com/#/admin/workflows/unavailable). The Unavailable settings are present in both the basic and advanced workflow.
Following is a screenshot which shows the Unavailable settings within the Workflow menu:
Hide when unavailable
If the "Hide when unavailable" box is checked, then inline chat is not displayed if chat is not available for that group.
When the "Hide when unavailable" box is checked, this setting overrides the "Missed chat action" controls and any other settings below it.
Hide when unavailable settings
| Control | Description |
|---|---|
| Group Menu | Select the group that you want to hide chat when unavailable. |
| Hide when unavailable |
|
Offer survey
If the "Missed chat action" control is set to "Offer survey", then the following controls are displayed:
Offer survey settings
| Control | Description |
|---|---|
| Group | Select the group that you want to offer survey when unavailable. |
| Import | Allows the batch import of a survey for a group. The import tool requires the file to be formatted as follows: type "csv" (comma-separated values") with the following fields, in order, no column headers: Name, x, y, z |
| Hide when unavailable | In order to offer a survey when the group is unavailable, the "Hide when unavailable" box must be unchecked. |
| Missed chat action | Select "Offer survey" to display the controls to configure a survey offered when chat is unavailable for the group. |
| Email to | Sends the missed chat survey to an email address. Multiple email addresses may be entered. |
| Header text | The text message at the top of the survey that is displayed to the visitor when the chat is unavailable, based on the reason for chat being unavailable.
|
| Submit button text | The label that appears on the button that submits the survey. |
| Survey complete message | The message that is displayed to the visitor after the survey has been submitted. |
| Survey | The fields of the survey that have been configured. See the Survey Builder article for details about the controls available to configure a survey. |
| Add items | Opens the controls that allow the configuration of a new form field on the unavailable survey. See Unavailable Survey for more information. |
| Save | Click to save your your settings. |
Show custom text
If the "Missed chat action" control is set to "Show custom text", then the following controls are displayed:
Show custom text settings
| Control | Description |
|---|---|
| Group | Select the group that you want to show custom text when unavailable. |
| Import | Used to import a survey when configuring "Show survey" controls. This is not used for Show custom text. |
| Hide when unavailable | In order to show custom text when the group is unavailable, the "Hide when unavailable" box must be unchecked. |
| Missed chat action | Select "Show custom text" to display the controls to show custom text when chat is unavailable for the group. |
| Text to display | Configure the text message to be displayed to the visitor for each reason when chat is unavailable in the group.
|
| Save | Click to save your settings. |
Redirect to page
If the "Missed chat action" control is set to "Redirect to page", then the following options are displayed:
Redirect to page settings
| Control | Description |
|---|---|
| Group menu | Unavailable settings are specific to group. Select the group for which you want to configure unavailable settings. To create groups, see Manage Groups |
| Import | Used to import a survey when configuring "Show survey" controls. This is not used for Redirect to page. |
| Hide when unavailable |
|
| Missed chat action | If chat is unavailable, when the visitor clicks to open the chat widget:
|
| Redirect to | The url to be displayed if the "Missed chat action" is "Redirect to page". |
| Save | Click to save your settings. |