--- title: Support Chat Settings slug: support-chat-settings description: Configure the public support chat bubble, AI behavior, team handoff, and visitor experience. productSlug: cedros productLabel: Cedros sectionKey: support sectionLabel: Support docType: subpage parentSlug: support-chats adminPaths: /admin/users/support-chats/configure --- # Support Chat Settings The Support Chat Settings page is where you decide how the chat bubble on your site behaves — whether it's on, who answers visitor questions (AI, your team, or both), what visitors see when they open it, and what happens after the conversation ends. Changes save automatically as you edit, and a live preview on the right shows visitors' view of the chat in real time. ## How to get here From the [Support Chats](support-chats.md) inbox, click **Configure** in the top right. Click **Back to Support** at the top of the settings page to return to the inbox. ## What's on this page ### Header The page title is **Support chat settings**. A short description sits beneath it. On the right is **Back to Support**, which returns you to the chat inbox. ### Two-pane layout The page is split in two: - **Left** — The settings card, grouped into five sections. - **Right** — A live preview that updates as you edit. ## Settings card (left) ### Visibility Controls whether the chat bubble appears on your site, and on which pages. - **Show on your site** — **On** or **Off**. Off hides the chat bubble entirely; visitors won't see it. - **Who handles conversations** — Pick one: - **AI assistant only** — The AI answers every visitor. There's no way for visitors to reach a person through chat. - **AI with live handoff** — AI answers first, and either the AI or the visitor can bring in your team when needed. - **Live team only** — No AI replies; every conversation goes straight to your team. This dropdown disables when **Show on your site** is Off. - **Where it shows** — Choose which pages get the chat bubble: - **All pages** — Show the bubble everywhere on your site. - **Specific pages only** — Show the bubble only on the pages you list. - **All pages except a few** — Show the bubble everywhere except the pages you list. Picking **Specific pages only** or **All pages except a few** reveals a list where you add and remove page paths (for example `/support` or `/blog`). Type a path and click **Add**; click **Remove** next to a path to take it off the list. This dropdown disables when **Show on your site** is Off. ### What visitors see The wording shown the moment someone opens the chat. - **Chat title** — The heading at the top of the chat panel. Default: "Support Chat." - **Greeting** — The first message visitors see when they open the chat. Default: "Hi! How can we help today?" ### Quick actions The buttons shown above the message box. Tapping one sends its message on the visitor's behalf, so they can ask a common question with a single click instead of typing it out. Each quick action has three parts: - **Button** — The short label shown on the button (e.g. "Pricing"). - **Message visitors send** — The full question sent when the button is tapped (e.g. "Can you explain pricing and plans?"). Leave it blank to reuse the button text as the message. - **Reply method** — How the answer is produced. **Generate every time** lets the assistant answer from your site's content, so the reply reflects whatever is current. **Use prewritten answer** sends the exact text you supply in the field below it, every time — use it when the answer must not vary, such as pricing, refund terms, or anything with legal weight. Use **Add quick action** to add a button (up to eight) and **Remove** to delete one. New sites start with **Pricing**, **Setup**, **Docs**, and **Contact**. Remove them all to hide the row entirely — visitors then see only the message box. When live handoff is on, a **Talk to human** button is always added after your quick actions. ### When a person answers This section only appears when **Who handles conversations** is set to **AI with live handoff** or **Live team only**. - **Expected response time** — A short, visitor-facing phrase like "within 2 hours" or "the same business day." Used in your auto-reply and shown in the chat header when your team is away. Leave it general — it sets expectations, not a promise. - **Max concurrent live chats** — *Only shown when set to **Live team only**.* The most live chats your team can run at the same time. Visitors past the cap are queued. Set to **0** for no cap. AI replies are unlimited and aren't counted. - **Auto-reply** — The message visitors see when no one's available to reply right away (after-hours or when the queue is full). Default: "Thanks for reaching out — we'll get back to you shortly." ### After the conversation A short prompt to learn how each chat went. - **Ask for a star rating** — **Yes — show a 1–5 star prompt** shows a 1–5 star prompt when the conversation wraps up; **No — skip the rating** skips it. Ratings appear on the relevant conversation in your [Support Chats](support-chats.md) inbox. ## Preview pane (right) A scaled-down view of the chat panel as visitors will see it. Everything you change on the left updates here instantly. - **Off banner** — If **Show on your site** is Off, you'll see "The support chat is currently hidden on your site." at the top of the preview. - **Chat header** — The title you set, plus a status indicator: - **Online** (green dot) when AI is answering or AI + live handoff is on. - **Estimated response: {your response time}** when set to Live team only. - **Greeting bubble** — The opening message. - **Quick action pills** — A preview of your quick-action buttons, plus a "Talk to human" pill when live handoff is on. Hidden when you've removed every quick action and live handoff is off. - **Footer** — Shows the visitor's input field with the placeholder text. When AI is answering, a line reading "Powered by AI - responses may not always be accurate" appears below it. Below the preview is a quick **Summary**: - **Mode** — "AI assistant only," "AI + human handoff," "Live team only," or "Hidden on the site." - **Where it shows** — A plain-language summary of your **Where it shows** choice, such as "Every page," "3 pages only," or "Every page except 2." - **When a person answers** — Your response time estimate (only shown when a person can answer). - **Rating prompt** — On or Off. ## Common things you can do here ### Turn the chat on or off Set **Show on your site** to **On** or **Off** in the Visibility section. When Off, the bubble disappears from your site entirely. ### Switch between AI, team, or both In **Who handles conversations**, pick the option that matches how you want to staff support: - Going all-in on AI? Pick **AI assistant only**. - Want AI to handle the bulk but loop your team in when needed? Pick **AI with live handoff**. - Prefer that every chat reaches a person? Pick **Live team only**. The preview updates immediately, and any fields that only apply to your mode appear or disappear in the settings card. ### Customize the greeting Type a new opening line into **Greeting**. This is your first impression — keep it short, friendly, and on-brand. The preview shows exactly how it'll look. ### Customize the quick action buttons In **Quick actions**, edit the **Button** and **Message visitors send** fields to match the questions you get most. Add up to eight, or remove them all to keep the chat to a plain message box. They appear in the chat in the order listed. The preview pills update as you type. ### Set realistic expectations for your team's response time In **Expected response time**, write a phrase your visitors will see. "Within 2 hours" if your team is fast and active, "the same business day" for a normal cadence, "within 24 hours" for a relaxed pace. ### Cap how many live chats run at once If you're in **Live team only** mode, set **Max concurrent live chats** to limit the load on your team. Anything past the cap gets queued. Leave it at **0** for no limit. ### Turn the rating prompt on or off Under **After the conversation**, set **Ask for a star rating** to **Yes** or **No**. Ratings show up on the relevant conversation in your [Support Chats](support-chats.md) inbox. ## Tips - **Autosave.** You don't need a Save button. Changes are sent to your site a moment after you stop editing. - **The preview is faithful.** What you see on the right is what your visitors will see — so if it looks off in the preview, it'll look off on your live site. - **Status changes by mode.** When AI is involved, the chat shows **Online**. In **Live team only** mode, it shows **Estimated response: {your response time}** to set the right expectation up front. - **Empty fields fall back.** If you leave the chat title or greeting blank, the chat uses sensible defaults ("Support Chat" and "Hi! How can we help today?"). Use this if you want to reset to defaults. - **The queue cap only applies to live chats.** AI replies are never capped — only conversations being handled by a person count toward the limit. - **Permissions matter.** Editing these settings requires the `data:settings:write` permission. Without it, every field disables and a **Read-only** chip appears next to the page title (its tooltip reads "You need the data:settings:write permission to edit these."). Ask an admin if you need access. ## Troubleshooting - **My changes aren't saving?** If a **Read-only** chip sits next to the page title, you don't have permission to edit. If a status notice shows an error, the save failed — make sure you're online and try editing again. - **"Who handles conversations" is disabled?** It is only disabled while a save is in flight or when you lack write access — not when the chat is off. You can set up mode and placement with the chat off and turn it on once it reads the way you want. - **The "When a person answers" section is missing?** It only appears when **Who handles conversations** allows a person to reply (AI with live handoff or Live team only). Switch modes to expose it. - **"Max concurrent live chats" is missing?** That field only appears in **Live team only** mode, where AI isn't around to absorb extra chats. - **The preview shows "currently hidden"?** That's the visibility banner — **Show on your site** is set to Off. Turn it On to make the chat visible to visitors. - **The chat shows an estimated response time instead of "Online"?** The **Estimated response** status appears when you've chosen **Live team only**. Switch to **AI with live handoff** (or **AI assistant only**) and the status flips to Online, since AI is always available.