Choose when customers can use the widget and what they see when no one is available.
- Open Settings → Website widget → Availability.
- Review the modes for always showing the widget and showing it when agents are available.
- Review the page explanation of what happens when agents are away or customers are queued.
- Configure whether customers can see their conversation history.
- If your chosen offline flow uses the ticket form, confirm HelpDesk access and configure the form.
- Save and test with an available agent, no available agent, and a queued customer.
¶ Check the result and solve problems
Agent availability, working hours, group routing and the widget display mode work together. Changing only the welcome text does not make agents available. If an offline form is unavailable, check the HelpDesk requirement shown on the settings page.
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