Each chat button (Sticky / Embedded) has four states. Depending on the availability of the agents, a relevant button state is displayed to the visitor.

Each state has a default behavior:

  • Offline state: When a chat button in this state is clicked, a survey that collects information from a visitor is displayed
  • Online state: When a chat button in this state is clicked, a chat window is displayed
  • Busy state: When a chat button in this state is clicked,  a survey that collects information from a visitor is displayed
  • Default  state:  This button state is automatically displayed when the button image loads



You can change the default behavior of each state to one of the following advanced behaviors:

  • When the chat button is clicked a specified web page opens
  • When the chat button is clicked a survey that collects information from the visitor is displayed
  • The chat button is not clickable


To change the default behavior of a state:

1. Click the Advancedbutton below the state you want to modify

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A button that shows the current behavior of the state is displayed

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2. Click the Change behavior link

The Change behavior window is displayed

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3. Choose the desired behavior:

  • If you want a specific web page to be displayed when the chat button is clicked:

    1. Select the On mouse click option
    2. From the drop down menu select the Open a page option
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    3. Enter the URL of the web page into the Page URL field

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    If you want a survey to be displayed when the chat button is clicked:
    • Select the On mouse click option
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    • From the drop down menu select the Offline behavior option
  • If you want the chat button to be not clickable, select the Agent availability not clickable option
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4. Click Save, to save the new behavior


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