More in Live chat
- Turn on the chat widget
- Two-way translation and AI replies
- Team members, roles and agent routing
- How do I add live chat to my website?
- Why is the chat bubble not showing?
- How do I change the chat widget’s color, position and greeting?
- Can I share a chat link without a website?
- How do I open the chat from my own button?
- How do I hide the chat widget on some pages?
- How does two-way chat translation work?
- How do I set up AI replies from my knowledge base?
- How are AI calls counted in chat?
- What can each team role do?
- How do I invite a team member?
- Who on my team can see visitors’ personal data?
- How are conversations assigned to agents?
- How do I create and use canned replies in live chat?
- All guides in this category
Still have a question?
Could not find it? A person reads every message, usually within a few hours on business days.
Chat with usShort answer
The offline greeting and a short form asking for an email address and a message. The messages land under Offline messages in Chat settings, unless an AI assistant is set to answer first.
When the widget counts as offline
Without office hours, the widget follows your agents’ real status: online while at least one agent is online, offline otherwise. With Enable office hours on under Live chatChat settingsOffice hours, you pick a time zone, weekdays and a start and end time; outside that window the widget is offline even if someone is signed in.
What the visitor sees
| Situation | Visitor sees |
|---|---|
| An agent is online | The online greeting; messages go to the inbox. |
| Nobody online, AI assistant answers when offline | The AI assistant replies from your knowledge base and hands over when it cannot answer. See AI replies. |
| Nobody online, no AI | The offline greeting and a form for email and message. |
| Monthly conversation quota used up | New visitors get the message form with a “busy” note; existing conversations continue. Plans with pay-as-you-go overage are not cut off. |
Where the messages go
Left messages appear under Live chatChat settingsOffline messages with the statuses new, replied and closed. Reply by email to the address the visitor left, then mark the message replied so the team does not answer twice.
Office hours do not stop agents from going online manually. If someone is online outside hours, the widget still shows offline; check the hours when visitors report that nobody answered.
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