To direct users to live chat via a button that:
Reloads the current page with a specific query string (?mode=chat)
Triggers a script swap so the live chat widget loads instead of the chatbot
You’ll set this up in your chatbot flow builder — typically inside a visual editor where you define button labels, actions, and auto replies.
Refer to the fields in the screenshot below and ensure these are filled in as follows:
Live Agent in the first box, then gotourl to trigger the redirect and then use %%currenturl%%?mode=chat as the auto reply value for the redirect.
This part must be handled on your end by a developer.
Appending ?mode=chat to the current URL does not automatically load the live agent. It simply reloads the page with the query parameter.
You need your developer to:
Detect the presence of ?mode=chat in the URL.
Dynamically swap chatbot scripts to load the live chat widget when this condition is met.
Ensure the default chatbot remains when the parameter is not present.
