We're adding a live chat button to our site which will display within the help and support section. This is positioned in the bottom right, similar to Facebook.
Should I display the live chat option only when an advisor is available or should I show a disabled state to say 'chat is offline' or along the lines of chat being unavailable? If clicked, this might display with an option to email instead for example.
My only issue with this is that we would want to encourage visitors to self serve before directly contacting us.