On this page:

• Manage agent access
• Configure office hours
• Setup & integration
• Customize the live chat widget
• Connect a chatbot

To begin, go to Settings > Tickets > Live chat channels, then choose an existing chat or create a new one.

Manage Agent Access

In the Agent Access tab, select the agents who should have access to this live chat channel. Only assigned agent will be able to handle chats.

Configure Office Hours

In the Office hours tab, define when the live chat is available. These settings also affect response-time analytics.

You can choose one of the following options:

Enable Auto Agent Online Detection

When enabled, the chat automatically switches between online and offline based on agent login status. When this feature is active, manual office-hour settings are ignored.

Note: If no agent is available, a ticket will be created automatically when a visitor submits the chat form

Configuration options:

• Buffer Time – time in seconds before an agent is considered offline 
• Notification Time – time in seconds before notifying the visitor that the agent is going offline.
• Notification Message – text shown to the visitor when the notification time starts.

Always open

Check Always open box if your agents are available 24/7.

If Always open box is not checked and Auto Agent Online Detection is disabled, standard office-hour settings must be configured.

Setup & Integration

Use the code snippet in this tab to install the chat widget on an external site (e.g., WordPress). Paste the script just before the </body> tag.

You can also pass custom data into the chat via the provided code if needed.

Customize Live Chat

Click the Customize button in Live chat customization to open the widget customization page.

At the **Widget customization **page, you can set:

Chat messages:

• Greetings messages;
• Online welcome message;
• Offline welcome message;
• Offline message text;
• Response message and average response time;
• User input placeholder text;
• Option to hide “Powered by HelpCenter” branding.

Contact form fields

• Online contact form fields

• Offline contact form fields

Appearance

• Chat widget colors

Connect a Chatbot

In the Chatbot tab, connect the live chat to existing chatbot(s) or create a new one using the Create new chatbot button.

Updated on: 12/11/2025