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Decide what happens when no one's there to answer

Michał Włosik
Michał Włosik
Writer
Aug 5, 2026 · 2 min read
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Make sure your customers stay connected, even when your team is offline. You can keep the chat open or show a form instead, ensuring that messages sent at 11 PM still reach you.

Chat availability settings control exactly what customers see when your teammates are offline, and your AI Agent is off, so a message sent at night still reaches you. 

Keep it open, or hand it off to a form

Two settings, and they route the conversation differently:

  • Keep chat open — messages still send, land as unassigned chats, and wait for a teammate.

  • Keep chat closed — visitors get an editable form, and submissions arrive as tickets.

Made to ensure offline messages get delivered

When a reply is sent to an unassigned chat, it goes directly to the customer’s email address and is also displayed in the website widget. This feature provides customers with the flexibility to respond from their preferred platform, without having to wait to return to your site. 

Additionally, you can choose whether returning customers can view their previous conversations or start fresh, enhancing their experience and convenience.

Available now

Set your preferred flow under Settings → Inbox → Chat availability. Live now for every account.

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