Live website chats & staff takeover

Step-by-step instructions

1. 1 Open the console

   Go to Configuration → Live website chats, or use the chat bell in the top bar when there is activity.

2. 2 Filter conversations

   Use Open, Needs you, or All. Needs you means the visitor asked for a person or the AI requested staff.

3. 3 Take over

   Select a chat → Take over. The AI stops answering; your replies show as staff (with staff avatar if set). Hand back to AI or close when finished.

4. 4 Desktop alerts

   Click Enable desktop alerts on the live chats page (browsers require a click). Alerts fire when the tab is in the background and new visitor activity arrives.

5. 5 Canned replies

   Save common phrases (directions, hours, “we buy estates”) under canned replies for one-click insert.