The "Queue threshold to trigger the offline scenario" setting enables you to automatically switch your chat button to the offline scenario when the number of visitors waiting in the queue of the button's department reaches a certain limit. This is particularly handy in situations such as preventing long queues on your pricing page, which can deter potential customers.
The queue threshold can be set up in the Online scenario section of your chat button's configuration. Navigate to Configuration > Chat > Chat buttons, click on the desired button to edit it, and go to "Online scenario". The queue threshold is set individually for each button and can be set to a value between 1 and 100.
Once the number of visitors waiting in the given department's chat queue reaches the threshold, the chat button will switch to the offline scenario instead. You can configure what happens in this case in the "Offline scenario" section of the same button. There are the following options available:
- Show offline button - the chat button is replaced by an offline button with a contact form
- Show no button - the chat button is hidden
- Show online button with chatbot - the chat button remains available, but only with the chatbot available to handle chats
When the number of visitors waiting in the queue drops below the threshold, the online scenario will resume.
The button’s online/offline state is determined when the page on which the button is integrated is loaded. If the threshold is reached after the page has loaded, the visitor can initiate a chat to get to the queue.
Your chat button can also be configured to automatically appear or disappear based on various conditions, such as business hours. Learn more in this article.