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    Scott Heidenreich
    Chat: Turn off form on Launch Page when no agents are...
    Topic posted October 8, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    44 Views, 4 Comments
    Title:
    Chat: Turn off form on Launch Page when no agents are available.
    Summary:
    How do I turn off the form on the chat launch page if no agents are available.
    Content:

    Hello,

    I see that others have asked this question but don't seem to have gotten an answer.  On the Chat/Launch.php, how do I hide the form when no chat agents are logged in?

    Right now the widget only hides the form if we are outside of chat hours - but we are likely to have a situation where we are within chat hours but no agents are logged in for whatever reason, when that happens I want the "Chat not available" message to pop up instead of the form.

    If one of the other posts answer this correctly, I apologize for asking again, but I didn't find an answer that will let the user be on the launch.php page and not see the form if it is within chat hours but no agents are available.

    How do I accomplish this?

    Thank you,

    Scott

    Version:
    19B

    Comment

     

    • Sebastiaan Draaisma

      Hi Scott.

      I have not had access to a chat enabled site for quite some years but from what I remember is that you would need to use the conditional chat widget and use the attribute minimum required agents.

    • JustRhianna

      In the conditional chat widget there are several toggles that can be used your documentation can be found at yoursite.custhelp.com/ci/admin/versions/manage#widget=standard%2Fchat%2FConditionalChatLink&docs=true&version=1.2

       

      enable_availability_check

      • Name: Enable Availability Check
      • Type: BOOL
      • Description: Determines whether to check for chat/agent availability. If disabled, the link will always display regardless of availability or hours of operation.
      • Default: true

       

      hide_on_unavailable

      • Name: Hide Link on Unavailable
      • Type: BOOL
      • Description: When set to true, hides the widget entirely if the conditions for chat availability are not met
      • Default: false
    • Scott Heidenreich

      Thank you for your replies Rhianna and Sebastiaan. 

      The conditional chat link is at the wrong level for what our client wants.  They have three requirements:

      1. allow them to link to the chat/launch.php page from anywhere on our internet site.

      2. show information for how to contact them when chat is not available on the chat/launch.php (which appears after the chat link is clicked).

      3. have the form on the chat/launch.php page be hidden if an agent is not available, even during chat hours.

      The chat form on the launch page hides perfectly when outside of chat hours, but it INCORRECTLY shows up during chat hours, even when no chat agents are set to available.

      I have a screenshot that explains the problem for how the launch page is not reacting to chat agent availability, even though the ConditionalChatLink is doing so.  I also uploaded a snippet of the widget call that shows that the enable availability parameter is set to true.

      If I want to create a conditional section in a PHP page on the customer portal that is responsive to having at least one chat agent logged in and set to available, how do I do that?  In other words, how can I determine during chat hours that at least one chat agent is logged and set to available so I can use that value for creating a condition that either hides the from on the launch.php OR shows a different page.  For example:

      If within_chat_hours="true" AND agents_available="true"

      then show chat/launch.php

      Else show how to contact us when chat is not available PHP page.

      Endif

      An alternative would be to embed this logic on the chat/launch.php page:

      If within_chat_hours="true" AND agents_available="true"

      then show chat login form

      Else hide chat login form

      Endif

      But the trouble is, I don't know how to determine if the time is within chat hours AND an chat agent is logged in.

      Thank you for your help!

    • Scott Heidenreich

      What I really need is a page tag that called "agent_available" that can be used with "chat_available" to determine if it is between chat hours AND an agent is available.  In the absence of such a page tag, is there a way to use the enable_availability_check logic on the chat/launch.php page?