Decide what happens when no one's there to answer

Now, chat availability settings let you pick exactly what customers see in that moment, right from Settings → Inbox → Chat availability.

Two ways to handle it

• Keep chat open — Customers can still send messages and leave their email address. Their messages land as unassigned chats, ready for an agent to pick up once they're back online.

• Keep chat closed — Visitors see an editable form instead of the open chat. Their submissions arrive as tickets, so nothing gets lost between chat and the support queue.

Control what customers see of their history

Alongside either flow, you decide whether returning customers see their previous conversations or start fresh. That's your call to make, not a fixed default.

Available now

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