Amanda M.

Hello Kristy,

My apologies, I need to make a correction. It looks like I gave you the wrong information in my reply. You asked how to proactively load the chat widget when a visitor has been idle on your page. You can actually do this in a simpler way. This article will give complete details on how to set the trigger to load the chat widget after a certain amount of time. For quick reference, below is a snippet from that article of how your trigger should be set up.
 

The conditions of the trigger are set up as follows:
 

• Run trigger: When a visitor has loaded the chat widget
• Check conditions: Check all of the following conditions
  
  • Still on site | 30
  • Visitor previous visits | Equals | 0
  • Visitor requesting chat | Is false
  • Visitor served | Is false
• Perform the following actions
  
  • Send message to visitor | Customer Service | Welcome! Can we help you with anything?

Hi Kristy White,
 
Although the ability to edit this function is outside of Zendesk's native features, it is possible to achieve with some customization work using some code to modify the HTML. The Core API section from our developer documentation for the Web Widget (Classic) API provides the JavaScript API for forcing the Web Widget to open. That document also contains complete API settings and commands for other advanced customizations for the Web Widget.
 
I hope this helps!

Hello Kirsty!

Thanks for reaching out to us with your question. I'm happy to help. It sounds like you want the web widget to open automatically when a visitor has been idle on a page for a certain amount of time. You want this to happen based on how long the customer has been idle. Is that correct? Looking forward to your response.
 
Best,