Open Settings → Live chat. Changing these settings needs the manage permission for Live chat, which Admins have. Click Save when you're done.
Widget
- Who answers: Off, AI answers, Your team, or AI, then a person. See Website Chat.
- Greeting: a Headline and a Welcome message.
- Suggested questions: up to three questions shown to visitors while the AI is answering. Leave them blank and BrightSite picks questions your site can answer. Pick again suggests new ones.
- Accent color.
- Position: Right or Left.
- Show logo: your Site identity logo in the chat header.
- Show Powered by BrightSite: a small badge under the chat. It can be removed on the Scale plan.
Answers
- What the AI answers from: switch Website pages, Blog posts, Docs, Products, and Your instructions on or off, or choose single items to leave out. Your instructions holds up to 4,000 characters.
- Answer general questions: lets the AI answer general questions about your field. On by default.
- When the AI can't help: the Contact page the AI sends people to.
- Test the AI: type a question and click Ask to see how the AI would answer.
Team
- Ask for name and email: Before chatting, At hand-off (the default), or Never. With Never, visitors are only asked when they leave a message.
- Hours: when a person can answer.
- Always: whenever someone on your team is online.
- Site hours: the opening hours from Site identity.
- Custom: your own days and times.
- Site hours and Custom use the Time zone you set.
- Who gets notified: pick from the people who can reply. Pick none to notify all of them.
- Email them about messages: email the people notified when a visitor leaves a message while nobody's online.
- Desktop alerts: turn on browser notifications on this computer.
- Away message: what visitors see when nobody's available.
Someone counts as online when they can reply to chats and have BrightSite open in a browser, within your hours. Outside your hours, or when nobody's online, visitors leave a message and their email address.
Store
When your store is on, the Store tab has Order lookup, which lets visitors check an order with its number and their checkout email. It's on by default.
Where the chat shows
The chat appears on every page of your live site. It doesn't show on staging sites or in the editor. The chat and the AI's answers are in English.