As an alternative to offering chat to contacts by a chat request form or by links to specific chat queues, contacts can be routed or route themselves to their destination queues using activities such as Ask or Compare Variables in an Inbound workflow. For example, a general chat queue could be created and the external URL could be used to present chat to contacts. Once the customer is in the Inbound workflow, Ask activities could be used to pose questions to the customer and route them based on the answers. When using the chat queue URL, the drop-down queue selection field is removed from the chat request form.
To offer a chat request form with no drop-down for queue selection, simply use any of the external URLs for one of your queues and do not route by queue ID in the Inbound workflow. For more information about Inbound workflows, see "Applying inbound routing rules to interactions". To remove any queue statistics for your selected queue, update your chat request form to exclude those features. For more information, see "Configuring the public-facing chat JavaScript file".
For more information on chat Inbound workflows, see "Default Chat Inbound workflow". For information on chat request forms for queues, see "Offering chat by the queue chat request form".