Live chat is off by default on every assistant, including ones you set up before it existed. Nothing changes on your website until you turn it on.
Turn it on
- Go to AI → Concierge and open the assistant you want.
- Click Edit, then find the Live chat section.
- Tick Let visitors ask for a person.
- Save. The button appears on your site within about thirty seconds.
How long visitors wait
Choose how long someone waits before the assistant takes the conversation back and offers the email form instead: 45 seconds, 90 seconds (the default), 3 minutes, or 5 minutes.
Shorter is usually kinder. A visitor who waits ninety seconds and then gets an honest "nobody's free, leave your email" is in better shape than one who watched a spinner for five minutes.
Hours (optional)
Set a start and end time for any day of the week to keep live chat to your working hours. Leave every day blank and there's no time restriction at all — whether anyone is available is then decided purely by whether somebody has the Chats screen open.
Times use your workspace's timezone.
More than one website?
Every setting here is per assistant, so you can offer live chat on your main site and leave a campaign landing page on the assistant alone.
Common questions
- Do I need to change the embed code? No. The snippet on your site already picks this up.
- Can I turn it off again? Any time. Untick the box and save — the button disappears, and conversations already in progress finish normally.
- Will it show up outside our hours? No. Outside your hours visitors get the email form, which is what they'd have got before live chat existed.