When nobody is online

The dot on the chat button is green when someone of your team has the inbox open, and grey when nobody has.

When nobody is online, the chat says so ("Nobody online: we'll email you back") and asks for an email address. The question still lands in your inbox. When you answer and the visitor has left, your answer goes to them by email.

While they're there

• They see when you're typing, and you see when they are.
• Your answer carries your first name ("Frank joined the chat"). An AI agent always answers as the brand.
• You see whether the visitor is still on the page: a dot in the list and in the conversation.

After "Done"

When you mark a chat Done, the widget asks the visitor for a rating and offers to email the conversation. If their address is confirmed, they get the whole conversation. If it isn't, they get only your team's answers, so nobody can mail someone else's words to a stranger.

Before asking, the widget first offers to search your help articles. Often the answer is already written.