The Remove Guide Template action lets you remove one or more guide templates from a page when defined conditions are met. Use this action to control when guide widgets, such as chat or guide buttons are visible to users, based on rules like schedules, inactivity, or other triggering events.
This action is commonly used to prevent users from starting new interactions when agents are unavailable for example, after business hours or to dynamically manage guide templates without hard-coding template IDs.
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If a customer is already engaged in an active chat, the template is not removed until the conversation ends. This prevents the chat from closing unexpectedly.
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After the chat ends, the guide button may remain visible until the page is refreshed. On reload, the rule is evaluated again and the template is removed.
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Use rule-based conditions instead of hardcoding template IDs. This makes configurations easier to maintain as templates change.
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Click the app selector
and select Guide. -
Click New Rule or click on an existing rule to edit it.
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Click Action to display a list of actions.
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Select the Remove Guide Template action.
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On the right side of the page, from the Remove Guide Template drop-down, choose one of the following options:
- Add one or more conditions to the rule.
- Click Save Rule.
When the rule conditions are met, the selected guide template or (all templates) is removed from the page.