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Live chat settings

Go to Settings and open the Live chat tab. Only owners and admins see it. These settings decide how chats reach your team when a customer asks for a person. Turn live chat on or off and set your opening hours on the AI Agent page, Human Handoff tab. See Widget behaviour and settings.

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Who gets new chats

  • Everyone at once: every online teammate sees the chat. The first to take it gets it.
  • Take turns: chats go to online teammates one after another. This is the default.
  • Least busy teammate: each chat goes to the online teammate with the fewest open chats.

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If the assigned teammate doesn’t accept within

Choose 30 seconds, 1, 2, 5 or 10 minutes (60 seconds by default). If the teammate doesn’t take the chat in time, it passes to the next online teammate. If nobody else is online, it waits in Waiting. This setting doesn’t apply to Everyone at once, where no single teammate is assigned.

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When nobody is online

  • Create a ticket: if ZynfoAI has the customer’s email or phone, a ticket is opened and they get its number. Otherwise the AI asks for one.
  • Just show a message: the customer sees your message. No ticket is created.
Either way, the AI keeps helping in the chat. Message when nobody is online is what the customer sees. Leave it empty to use the message shown. Outside your opening hours, the message set on the AI Agent page is used instead.

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Team availability

The list shows who is online right now. Only online teammates get new chats. Each person sets their status (Online, Away, Busy or Offline) in the Inbox. Click Save changes to apply your settings, or Discard to undo them.