Something that HelpScout offers that makes a lot of sense it having a contact form on the knowledge base (which we already have) and then having the "chat" function search as a knowledge base search only.
So the case here is the following:
1) We don't have knowledgable agents ready to be able to chat on a regular basis, but we love being able to offer a knowledge base search directly on whatever page they're on. We need to be able to deploy "chat flow" functions on certain pages with only a knowledge base search, not a live chat function. This would be a setting item within the chatflow setup that would say "Enable live chat" with a toggle.
2) The other issue here is that we have dozens, DOZENS of users within 7 of our conversation boxes. We need to be able to set either "inherit users" for the attached convo box OR we need to be able to set CERTAIN users for each chat flow. That would ensure that only if that user is ON and AVAILABLE would the chat function be activated, else it would simply be a knowledge base search function when that user is not available.
As it stands now, we have to tell EVERY rep ( and new hires ) to remember to turn off their availability to "away" unless we want a lot of chats coming in on a regular basis to a box that is not ready to handle chats because a particular in