Live chat has two features you can give in a staff login. Live chat — answer website visitors lets a person reply to the chats given to them. Live chat settings also lets them switch the chat on or off, choose who answers or the AI assistant, and see every chat.
Where to find it
You give these features in Admin › Administration › Users & access › Users & logins, when you add or edit a person. The store owner always has both.
Who can use it
| Who | What they can do |
|---|---|
| Store owner (Super Admin) | Everything: settings, the AI key, every chat, answer any chat |
| Live chat settings | The Live chat settings page (switch, greeting, who answers, AI assistant), every chat in Live messages, answer any chat |
| Live chat — answer website visitors | Live messages with only the chats given to them; reply, send files, close and open chats |
| The person chosen under "Who answers" | Opens Live messages even without a tick, and gets new chats |
How it works
- A new chat is given to the person chosen in the settings at that moment. In AI mode, that person takes over when the AI hands a chat over.
- If someone who sees every chat replies to a chat nobody had, the chat becomes theirs.
- The check is made on every page and every message, not just by hiding links: a person without access cannot open a chat by its link.
Good to know
- The user form ticks features by itself for each job. Admin starts with both Live chat features. Store Manager starts with Live chat — answer website visitors.
- Manager may be given both. Supervisor, Moderator and Seller may be given the answering feature.
- Give Live chat settings only to people you trust with your AI key's spending. They cannot see the saved key, but they can change it.
Common problems
- A staff member has the answering tick but sees no chats. Chats go to the person chosen under "Who answers". Choose them there, or let them answer from a login that sees every chat.
- The Live chat link is missing under Marketing channels. That link needs Live chat settings; the answering feature alone shows only Live messages.
Related
Still need help?
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