Visitors don't see the "Talk to a person" button
Almost always one of three things, in order of likelihood:
- Nobody has Chats open. Open AI → Chats in Studio or on your phone, wait a moment, then reload your website.
- It's outside your hours. Check the Live chat section on the assistant, or clear the hours entirely.
- Live chat isn't switched on for that assistant. If you have more than one website, check you edited the right one.
After changing a setting, give it about thirty seconds and reload the page — your website caches the assistant's settings briefly.
Nobody got notified that someone was waiting
Notifications go to workspace owners and admins, plus the assistant's assigned follow-up person. Anyone who already had Chats open is skipped on purpose — they're about to see it in front of them. Check the assignee on the assistant if the right person isn't hearing about it.
The visitor stopped replying
The thread header tells you whether they're still on the page. People close tabs mid-conversation; if they left an email, follow up from their record in your CRM.
A chat went back to the assistant on its own
Two things do that, both deliberate:
- Nobody claimed it inside your wait window, so the assistant apologised and offered the email form.
- It sat live with no reply from your side for twenty minutes, so it was handed back rather than left with a silenced assistant and an absent human.
Replies feel slow
They shouldn't — messages land in a fraction of a second in both directions. If they don't, it's a connection problem at one end; the chat catches up by itself as soon as the connection returns, and nothing is lost in the meantime.
Common questions
- Can I test it myself? Yes — open your own website in a private window, open Chats in another, and hand yourself over.
- Will turning live chat off break anything? No. Conversations in progress finish normally and the button simply stops appearing.