Who replies to visitors: your team or the AI assistant
Five modes - from agents only to the AI assistant around the clock.
You choose the mode in the Chat on your website tab, in the “Who replies to visitors” section:
- Agents only - the AI assistant is off, your team replies.
- AI Assistant right away - the AI answers every message. An agent can take over the conversation at any time.
- AI Assistant after business hours - your team replies during business hours, the AI outside them.
- AI Assistant when no one is at the chat - the AI replies only when no agent has the dashboard open.
- AI Assistant after hours or when no one is at the chat - the safest: the visitor always gets a reply.
The AI options become available once the assistant has finished reading your website.
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The “after hours” modes only work with business hours set. Without hours, the chat is treated as always open, so in “after business hours” mode the AI will never reply.
Something missing?This documentation describes what the dashboard does today. If something doesn't match or you couldn't find it, ask in the help chat in your dashboard or send a request. Help & support →