Live Chat Settings

Configure your live chat widgets, operating hours, AI behavior, and visitor experience. Access these settings from Settings → Live Chat tab (admin only).

Chat Widgets

Manage multiple chat widgets for different websites or use cases.

Viewing Your Widgets

Each widget card shows:

• Widget name
• Status badge (Active/Inactive)
• Creation date
• Color accent preview

Creating a Widget

1. Click Create Widget
2. Enter a Widget Name
3. Configure settings:
   • Primary Color: Brand color for the widget
   • Welcome Message: Initial greeting shown to visitors
   • AI Enabled: Toggle AI-assisted responses
4. Click Save

Widget Actions

For each widget, you can:

Installing on Your Website

1. Click Get Code on your widget
2. Copy the JavaScript snippet
3. Paste it before the </body> tag on your website pages
4. The widget will appear in the bottom-right corner

Operating Hours

Set when your chat is available:

1. Toggle Enable Operating Hours
2. For each day:
   • Toggle the day on or off
   • Set open and close times
3. Configure Outside Hours Message to show visitors when chat is unavailable

AI Chat Settings

Configure how AI behaves in live chat:

• AI Mode: Assist (suggestions only) or Auto-respond (AI replies directly)
• Confidence Threshold: Minimum confidence for AI to respond
• Handoff Triggers: Keywords that trigger human handoff

AI Escalation Settings

Define when conversations should be escalated to humans:

• Escalation Triggers: Specific phrases or sentiment thresholds
• Max AI Turns: Maximum AI messages before human handoff
• Priority Escalation: Urgent keyword detection

Chat Experience Settings

Customize the visitor experience:

• Typing Indicators: Show when agents are typing
• Read Receipts: Show when messages are read
• Pre-chat Form: Collect visitor info before chat starts
• CSAT Survey: Enable post-conversation satisfaction survey