Customize the Away Experience for Your Live Chat Widget
The Away Experience feature lets you set business hours, so visitors who contact you outside of business hours can submit forms to create support tickets.
This feature lets you do the following:
- Create and configure business hours: Set up business hours for your BoldDesk live chat widget and configure them for specific widgets.
- Form Setup: Enable and configure support for the offline form within the live chat widget. This form automatically activates when visitors attempt to contact you outside of business hours, allowing them to leave a message that can be followed up later.
Steps to Personalize Away Experience Configuration
To manage your live chat widget and enhance customer engagement, follow these steps:
- Go to Admin > Chat > Live Chat and select an existing widget to edit or click Add Widget to create a new one.
- Navigate to Chat Experience > Away Experience Configuration.
Away Experience Configuration
This allows you to manage how your live chat widget behaves outside of business hours, ensuring that visitors can still reach out and receive support even when agents are unavailable. The following are the key configurations:
Business Hours
Business Hours are used to define your organization’s operating schedule, which helps manage live chat availability and automate workflows based on time. Please refer to this article to learn more on how to set up business hours.
Once you have customized your business hours for the live chat, you can choose the preferred business hour from the drop-down.
Banner Description
The Banner Description serves as a header message that informs visitors about your availability or provides instructions. You can customize the banner description shown to visitors when they open the widget outside of business hours.
| Admin | Live Chat |
|---|---|
Away Message
This is a customizable message that appears when visitors access the chat outside of your defined business hours.
| Admin | Live Chat |
|---|---|
Form Support
This is a feature that allows visitors to submit a support ticket when your team is offline or outside business hours. You can choose whether a ticket form should be displayed outside business hours, allowing visitors to submit support tickets.
| Admin | Live Chat |
|---|---|
For a Contact Form with Ticket Fields, refer to this article for enabling multi-forms, creating ticket forms, and adding custom fields. Before creating custom ticket forms, enable the multi-forms feature in Help Desk settings. Enable the form in a Web Widget, Web Form, or Live Chat to make it visible in the live chat widget when creating a new form.
Create Ticket Button Text
This refers to the label shown on the button that visitors click to submit a support ticket via the live chat widget. This appears only if you enable away hours.
| Admin | Live Chat |
|---|---|
Attachment Support
This is a feature that allows visitors to upload and send files during live chat sessions or when submitting a support ticket through the chat widget—especially useful during away hours. You can choose whether to allow multiple file upload, single file upload or none.
| Admin | Live Chat |
|---|---|
Button Text
This refers to the label displayed on the launcher button of the live chat widget—the button users click to open the chat. You can customize this text to better reflect your brand or guide users more clearly.
| Admin | Live Chat |
|---|---|
Confirmation Message
This refers to the message shown to users after they submit a ticket through the live chat widget—typically during away hours when agents are offline.
| Admin | Live Chat |
|---|---|
