Sites and chat behavior
Chat behavior rules
Chat behavior rules control where, when, and how the floating widget appears on a Site, without writing website code. The first enabled rule whose path matches supplies the reveal trigger, greeting treatment, opening action, and display mode.
- Availability
- All plans
- Configured in
- Dashboard → Sites → select a Site → Chat widget behavior
- Category
- Sites and chat behavior
- Reference status
- Current
Before you begin
Plan availability: All plans.
Prerequisite: Organization-owner access to an installed Site.
Key boundary: Only the first enabled matching rule applies. Incorrect ordering can make a broad rule shadow a more specific one.
Rule matching and order
Rules are evaluated from top to bottom against window.location.pathname. Query strings and hashes are ignored. Put exact rules before broad wildcard and default rules.
| Pattern | Scope |
|---|---|
| Empty path | Default fallback when no earlier enabled rule matches. |
/ | The Site root page only. |
Exact path such as /pricing | That page, with trailing-slash equivalence, but not descendant pages. |
Trailing wildcard such as /docs/* | The named path and every descendant beneath it. |
Rule controls
| Control | Behavior |
|---|---|
| Enabled | Keeps a rule saved while including or excluding it from evaluation. |
| Widget show trigger | On load, after a time delay, after a scroll percentage, or no automatic floating reveal. |
| Greeting | Use the default greeting, suppress it, or replace it with custom greeting text. |
| Open on desktop | Opens the full chat window when an eligible greeting would be presented on desktop. |
| Half-sized | Starts the floating invitation in a more compact presentation. |
| Step aside | Allows the floating invitation to move away from page content after appearing. |
When changes take effect
- Behavior is returned during the widget’s availability lookup, so the installed script itself remains unchanged.
- A newly saved rule affects later visitor page loads and evaluations; it does not retroactively rerun inside an already active conversation.
- Only the selected first matching rule supplies behavior for that evaluation.
- Disabled rules are skipped but retained for later use.
Stand admin access
- An organization owner can allow Stand administrators to edit the Site’s declarative behavior rules.
- The owner can turn this permission off and save to remove that admin edit path.
- The permission does not enable custom JavaScript or any other stored source-code execution.
Executable-code boundary
- Behavior rules are declarative and never execute stored source code in the embedding page.
- Legacy custom-JavaScript values are ignored and scrubbed from runtime responses; new non-blank values are rejected.
- Use
stand-button,stand-card, or reviewed website code that calls the publicStandChatAPI when declarative behavior is not enough. - Website-owned code remains subject to the website’s normal review, deployment, Content Security Policy, and rollback controls.
Limits and non-goals
- Behavior rules do not change which Stand-in is eligible; use specialization for routing coverage.
- A reveal rule cannot create availability when no rep or Stand-in can answer.
- Rules cannot inject scripts, markup, or executable source into the visitor page.
- Rule path matching is not access control and must not be used to protect private content.