Website tab: behaviour
On the Website tab, under Behaviour:- Open on page load: opens the chat window as soon as a visitor lands on the page.
- Remember returning visitors: keeps the conversation when a visitor comes back.
- Messages per chat: how many messages a visitor can send in one chat (10 to 200, default 50).
- Typing pause: how long the agent shows as typing before a reply, in ms (0 to 5000, default 800).
Agent tab: rules and fallback replies
On the Agent tab, under Rules (all optional, one short rule per line):- Always: things the agent should always do, such as “Mention free returns within 30 days”. Click Add a rule for another.
- Never: things it should never do, such as “Promise delivery dates”.
- Offer a person when…: when to offer a person, for example bulk orders or an upset customer. It only offers a person while someone on your team can take the chat.
- Topics to avoid: subjects it politely says it can’t help with.
- When it doesn’t know: what the agent says when nothing it knows answers the question.
- Anything else: instructions that don’t fit above.
- How it introduces itself: used when it introduces itself or a customer asks what it can do.
- Reply model: leave it on Workspace default, or pick another model.
- Built-in safety rules: always on. Click View to read them. Your rules can’t turn them off.
Knowledge tab: source links
The Knowledge tab lists the first five of your data sources with their status. Click Manage to open the full Data sources page, or Add data sources if you have none. Under Sources in answers:- Show source links: adds links under an answer to the pages it came from.
- Links per answer: Up to 1, Up to 2 or Up to 3.
Website tab: add to your website
Add to your website shows whether the chat is really on your site. The status reads Live on yoursite.com once the chat has loaded on your site in the last 7 days, or a check found your code. Until then it reads Not verified yet. Copying the code, publishing, or chatting in the preview does not count. Under Seen on, each site shows Live, Code found, Blocked, Not seen lately, Not found or Other agent. Use Verify installation to check a page now: enter the address and click Verify. For the platform steps and the code, see Add the chat widget to your website.
Add to your website, with the install status and Seen on list (sample data).
Website tab: allowed websites
Under Allowed websites, type just the address (for examplemyshop.com) in Add a website and
click Add. Add each website you use, such as your shop and its www version.
While the list is empty, any website with your code can show the chat. Once it has a website, only the
listed websites show it. If the chat was seen on a website that isn’t listed, Add to your website
shows a Blocked status with an Allow button.
Allowed websites, with three sample websites added.
Team inbox tab: live chat
The Team inbox tab controls what happens when a customer asks for a person. Live chat is part of the Pro plan (and the 7-day trial). On Starter and Free, a customer who asks for a person gets the contact form and a ticket instead.- Live chat checklist: what is still missing before live chat works.
- Live chat: turn on Hand chats to your team. Turn it off and the AI handles every chat.
- Working hours: turn on Use working hours, then set the Time zone and the weekly schedule. A person is offered only in those hours.
- Routing: who gets new chats (owners and admins only). Who’s online shows which teammates can take one.
- When nobody can take the chat: under What the AI says, the message a customer sees when they ask for a person outside your hours or when nobody is online.
- Reply-time targets and Saved replies are on the same tab.