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When the Conditional Launch Button is enabled and combined with Conditional Launch Button Details, a call is done to Chat when the widget is loaded to retrieve availability information that will determine if the launch button is shown or not.  This will check the chat server for queue and agent availability before displaying the launch button.

The setting Conditional Launch Button can have 4 values:

• off: The launch button is always shown
• officeHours: The launch button is not shown out of office hours or during holidays
• liveAgent: The launch button is shown when there is at least one available agent session
• custom: Customize your own condition combining any of agent session availability, queue size and queue wait time.

Note: If you want to use the parameter officeHours, you will need to set the Chat Hours in your B2C Service environment. 
Web Chat uses the Get engagement queue REST API and the response outsideOperatingHours(optional): boolean indicates whether the current time is outside operating hours. The default value is: false.

For more information, see the following links:
Documentation B2C Service - Set Chat Hours
How can we set holidays for B2C Service Chat?
REST API for Chat in B2C Service

In Engagement Engine, you can configure the behavior of the launch button via the following attributes:

• Create a new Web Chat component or edit an existing one
• Click menu Feature Flags
  • Select property Conditional Launch Button by clicking the + sign
  • In the drop-down, select one of the 4 values explained above for your use case
• Click menu Functionality Configuration
  • Select property Conditional Launch Button Details by clicking the + sign
  • Configure the fields; below you can find the fields explained in more detailed in the sections Polling, Queue Parameters and Availability Conditions

Polling

When the "Enable Polling" checkbox is enabled, Web Chat for Service (WCFS) will continue evaluating the condition that determines if the launch button is shown or not. WCFS will then poll every 12 seconds for the first 5 minutes. Thereafter, WCFS will poll once a minute for the next 55 minutes and will stop after 1 hour.

Queue Parameters

You can fine tune the call by setting these parameters:

• Queue Id (cannot be combined with productId or categoryId)
• Product Id (cannot be combined with queueId)
• Category Id (cannot be combined with queueId)

Availability Conditions

You can fine tune the availability condition with the following parameters by setting conditionalLaunchButtonDetails to custom and set one or more of these parameters:

• Min Agent Sessions: Minimum number of available agent sessions.
• Max Queue Size: Maximum number of end users that can be added to a queue.
• Max Wait Seconds: Maximum wait time in queue in seconds.

Note: When setting the Max Queue Size and Queue Id (with multiple queues) options together, the system expects each queue in the Queue Id list to reach that number of chats before hiding the widget. Until then, it is possible to launch any number of chats in any of the queues, even if the maximum limit was reached for that particular queue. Even after the queue has reached maximum capacity based on these settings, the system will not prevent any new chats to be launched in that queue from other sources (other widgets, Customer Portal page etc.). This functionality only specifies when that particular WCFS widget will be hidden.