You do not paste any code. When live chat is on, the chat button shows on your website and in your client area by itself. It is on for your brand once someone on your team can sign in to the brand admin.
Steps
- Sign in to your brand admin. See Open your brand admin.
- In the menu, open Support → Live chat.
- Click Settings.
- Under Chat on your website, check that the switch says Live chat is on. Click the switch to turn chat off or on.
- Under Who answers, choose who takes new chats. If you never change it, My team first, then our support team is used (or Only my team answers when your plan has no support team). See Who answers your customers' chats and tickets.
- Set Seconds your team has to take a new chat and Minutes before we tell the visitor to expect an email.
- Under Opening hours, pick your Time zone and the hours your team is around.
- Under Messages visitors see, write your Welcome message and your When nobody is around message.
- Under Spam and history, choose when to Ask visitors to prove they're human, and set Keep closed chats for (days).
- Click Save settings.
What happens next
- You see Live chat settings saved.
- When nobody can chat, visitors see a message form instead. Their message becomes a ticket.
- If nobody replies in time, the visitor is told the answer will come by email.
- People you block from a chat show in the Blocked list on this page. They see the chat as offline.
Common problems
I cannot change anything
Your role can only view these settings. The page says: You can see these settings. Ask an admin if something needs to change.
The choices with our support team are greyed out
Your plan does not include our support team, or your plan is unpaid or has ended. Until then only your team can answer. See Change your plan or Pay for your plan and see your invoices.
Closed chats disappeared
Chats older than your Keep closed chats for (days) setting are deleted for good.