Routing: manual or round-robin
- •Manual — new chats land unassigned and any agent can pick them up from the Unassigned queue.
- •Round-robin — new chats are automatically assigned to your chosen agents in turn, so workload stays balanced and nobody gets skipped.
- •In round-robin mode, tick the team members who should be in the rotation — only they receive auto-assignments.
Agents can always reassign a conversation from the visitor panel, and managers can transfer chats between team members at any time.
Business hours: honest online/offline status
- Toggle Only show as online during business hours.
- Pick your timezone, start/end times, and working days.
- Outside those hours the widget shows your offline message and collects the visitor's details.
- Offline chats are flagged missed so your team can follow up first thing.
Proactive chat: start the conversation
Proactive chat opens the widget automatically with a message after a visitor has spent some time on a matching page — perfect for pricing pages where a well-timed "Questions about pricing? I can help!" converts browsers into conversations. It fires once per visitor session, so it never nags.
- Turn on Automatically open the chat for visitors.
- Set the delay in seconds (e.g. 30).
- Optionally restrict it to URLs containing a path like /pricing.
- Write the opening message.
Notifications keep agents responsive
- •New chats and visitor messages play a sound in the Live Chat workspace.
- •Browser notifications fire when the tab is in the background.
- •Assigned agents also get an in-app notification for chats routed to them.
Frequently Asked Questions
What happens to chats that arrive outside business hours?
The visitor sees your offline message and can leave their details and question. The chat is saved with a "missed" flag so your team can reply by email or chat the next working day.
Can round-robin skip agents who are away?
Round-robin rotates through the agents you've ticked in settings. If someone is on leave, untick them and they're skipped until you add them back.
Does proactive chat annoy visitors?
It fires once per visitor session and only after your configured delay on matching pages — used on high-intent pages like pricing, it reliably increases conversations without feeling pushy.
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