Chat settings

Set greetings, availability and chatbot handoff for new incoming conversations.

1. Open Account Settings → Chat Settings → General Settings.
2. Write the New chat message for a first-time lead and the Returning chat message for an existing lead starting a new session after 24 hours.
3. Enter an After-hours message and choose start and end times. The page says to set both times to 12:00 AM for a 24-hour welcome message.
4. Choose a default chatbot or select no chatbot to route incoming chats directly to agents. Set the menu catch phrase and agent response timeout. The timeout creates a callback follow-up when no agent replies in time.
5. Review the messages and select Save settings. The page says changes apply to new incoming conversations after saving.

Use Manage bots to create and configure bots. Administrator access is required. The three messages, both times and a timeout of at least one minute are required by the form. Time choices run in 30-minute intervals from 00:00 to 23:30; the default timeout is 10 minutes, and the menu catch phrase defaults to hi. Default chatbot lists active bots. The catch phrase is converted to lowercase and strips spaces, digits and nonletters when saved; reopen to verify the stored value. The system falls back to 10 minutes if the timeout is missing or below one. Save settings submits the entire form; inspect the result and reopen before retrying an uncertain save. The timeout is an operational follow-up setting, not evidence an agent responded or a callback was delivered. For example, set a service team’s hours and after-hours message, then use an authorized channel test to confirm actual behavior. See Bot settings for the separate per-field saves.