Live Chat

Live chat enables visitors to request a human agent when the AI chatbot can't resolve their issue. The admin replies directly from the dashboard.

Enabling Live Chat

Go to Config → Widget Settings and scroll to Live Chat.

1. Check Enable live chat
2. Click Save Settings

When enabled, a 👤 Live support button appears in the widget header.

How It Works

Visitor Side

1. Visitor clicks 👤 Live support in the widget header
2. A system message appears: "You've been connected to our team. We'll reply shortly."
3. The widget switches to live mode — the AI stops responding
4. The visitor can continue typing messages
5. When the admin replies, the message appears in the chat with an "Agent" label
6. When the admin resolves the conversation, the AI resumes

Admin Side

1. You receive an email notification when a visitor requests live support
2. In the Conversations tab, the conversation shows a Needs reply badge
3. Click the conversation to view the full chat history
4. Type your reply in the text area at the bottom and click Send
5. Click Resolve conversation when the issue is handled

Message Types

In live chat conversations, you'll see different message styles:

• User messages — from the visitor (blue, right-aligned)
• Assistant messages — from the AI (gray, left-aligned)
• Agent messages — from you, the human agent (light blue, left-aligned, labeled "Agent")
• System messages — status updates like "Visitor requested live support" (centered, gray)

After Resolving

When you resolve a conversation:

• The visitor sees a "This conversation has been resolved" system message
• The AI resumes responding to new messages
• The visitor can request live support again if needed