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 form support for the live chat widget, which activates when visitors contact you outside of business hours.
To manage your live chat widget and enhance customer engagement, follow these steps:
- Go to Admin > Chat > Live Chat.
- Select an existing widget to edit or click Add Widget to create a new one.
- Navigate to Chat Experience > Away Experience Configuration.
Business hours
This feature lets you perform the following actions:
- Set your company’s operating hours to manage the live chat widget’s availability.
- If a visitor accesses the widget outside these hours, a ticket form (if enabled) will appear.
- The visitor can fill out and submit this form to create a support ticket for follow-up.
How to create business hours
Follow the given steps to create a business hour,
- Go to Admin > Chat.
- Select Business Hours from the Work Schedule menu.
- Click Add Business Hours.
- Enter a Name and Description.
- Choose the Time Zone and set Operational Hours.
- Select Calendar Hours for 24/7 support or specify Business Hours for each working day.
- Pick an Associated Holiday List if applicable.
- Click Add to save.
Configure business hours in live chat widget
- Choose the desired Business Hours from the dropdown menu.
- Apply the selected hours to your widget.
After selecting a business hour, configure the form support and banner description for the “away” scenario.
Banner description
You can customize the banner description shown to visitors when they open the widget outside of business hours. This description will appear as the header of the live chat widget.
| Admin | Live Chat |
|---|---|
Away message
You can customize the banner description that appears as the live chat widget header when visitors access it outside of business hours.
| Admin | Live Chat |
|---|---|
Form support
You can choose whether a ticket form should be displayed outside business hours, allowing visitors to submit support tickets.
| Admin | Live Chat |
|---|---|
Note : 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.
Attachment support
You can specify if visitors can attach files to their submissions.
| Admin | Live Chat |
|---|---|
Button text
You can customize the text for the form submission button.
| Admin | Live Chat |
|---|---|
Confirmation message
Here, you can define the message that appears after a successful form submission, confirming the creation of a support ticket.
| Admin | Live Chat |
|---|---|
