> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Live chat settings: who gets new chats

> Choose how handed-off chats reach your team in ZynfoAI: everyone at once, taking turns or least busy, how long a teammate has to take a chat, and what happens when nobody is online.

# 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](/agent-management/advanced-settings).

## 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.

## 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.

## 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.

## 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.

## Related topics

* [Human handoff](/inbox/human-handoff)
* [The Inbox](/inbox/session-management)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.