Flow (formerly chatbots) conditions control exactly when, where, and to whom your Flow appears on your website. Configure them to target a specific page, audience, or time window — and avoid showing the bot to the wrong visitor. This article walks you through all five condition tabs in the Smartsupp dashboard.
We've split this article into seven sections:
Open the conditions panel
Open Automations → Flows, pick the flow you want to edit, and switch to the Settings tab at the top of the builder. You'll see an overview with five sub-sections — When, Where, Audience, Scheduling, and Behavior.
When — Trigger timing
Decide at what moment the Flow should appear. Click the first tab When and choose one of five preset triggers:
after the visitor stays on the website for a set time (adjust the wait time in seconds)
after the visitor stays on a specific subpage
after the visitor clicks on the chat box button
after the visitor sends a message
after the visitor sends a message but doesn't receive a reply
If you don't change anything, the Flow triggers 5 seconds after the visitor lands on the page.
Where — Page targeting
Restrict the Flow to specific pages of your site — by URL or page title. Click the second tab Where and pick one of two preset options:
URL — match the address of the page (use contains, equals, starts with, etc.)
Title — match the <title> of the page
When you add multiple URL or TITLE conditions, you can combine them with All (AND) or Any (OR). If you don't add anything, the Flow fires on every page where the chat box is loaded.
💡 Note: Choosing is / isn't means the Flow will trigger (or won't trigger) on exactly the URL you enter. For partial matches, use contains.
Warning: If you set two URL conditions joined with AND, the Flow will never trigger — a single page URL can't match two different values at the same time. Use OR for multi-page targeting.
Audience — Visitor targeting
Show the Flow only to a specific audience — for example, new visitors arriving from Google Ads. Click the third tab Audience and pick from three preset options:
New visitor (never seen the site before)
Returning visitor (has visited before)
All visitors (default)
You can also restrict by device — show the flow on Desktop, Mobile, or both.
Or add advanced filters: IP address, City, Country code, Group, Referer, Viewed pages, Number of chats, Browser, or Operating system.
You can even target by viewed pages — show the Flow only after the visitor has visited a specific number of pages on your site:
💡 Note: Just like the Where tab, audience filters can be combined with All (AND) or Any (OR). Don't forget to save your changes before leaving the page.
Scheduling — Chat box status & hours
Use the Scheduling tab when you want the Flow to appear only at certain hours, or only when no human agent is available. You can combine four scheduling controls:
Chat box status — Online (at least one agent is logged in), Offline, or Online and Offline
Month — restrict to specific months of the year
Day — restrict to specific days of the week
Time — restrict to a specific time window each day
If you've configured the Working Hours feature in your account, Smartsupp uses your team's schedule to decide online vs. offline status automatically.
If you don't change anything, the Flow triggers regardless of chat box status and hours.
Behavior — Message sending logic
The Behavior tab fine-tunes how the flow interacts with visitors:
Trigger even if a visitor already received a previous automated response — show the flow even to visitors who already got another automated message.
Disable text field in chat box — hide the free-text field so visitors reply only through the flow's buttons.
💡 Tip: Combine the Behavior settings with Flow Actions to tag conversations automatically as visitors move through the flow.
What's next?
Flow — complete overview of how Flows work and how to build one.
Flow Actions — tag conversations and contacts automatically.
Flow conversation — how Flow conversations differ from normal ones and how they're billed.
Flow insights — measure how visitors interact with your flows.
Multi-language Flows — launch separate Flows for each language.
Welcome message and handover — guide visitors smoothly from the Flow to a live agent.
💡 Need more help? Reach out to our support team — we'll be happy to help!