{"Status":true,"Message":"","Response":{"post":{"postuid":"841f7337-6eab-45bc-b563-17728f6e1b8d","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"What Visitors See in the Chat Messenger","slug":"article/what-visitors-see-in-the-chat-messenger","html":"\u003Cp\u003EThis is the chat experience from your visitors\u0027 side, from the first click to rating the conversation. Colors, names and wording come from your Messenger settings.\u003C/p\u003E\u003Ch2 id=\u0022the_chat_button\u0022\u003EThe chat button\u003C/h2\u003E\u003Cp\u003EA round chat button sits in the bottom corner of the page, with a red badge for unread replies. If a reply arrives while the chat is closed, a short preview pops up above the button. While the chat is open, the button is hidden and the chat window uses its space. The window has its own close button.\u003C/p\u003E\u003Ch2 id=\u0022home_screen\u0022\u003EHome screen\u003C/h2\u003E\u003Cp\u003EYour greeting and introduction, which teammates are online (or when the team is back, outside \u003Ca href=\u0022/article/chat-support-hours\u0022\u003Esupport hours\u003C/a\u003E), the visitor\u0027s most recent conversation, and an \u003Cb\u003EAsk a question\u003C/b\u003E button.\u003C/p\u003E\u003Ch2 id=\u0022asking_a_question\u0022\u003EAsking a question\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EThe AI introduces itself by name, labeled \u003Cb\u003EAI\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EWhile it searches, the visitor sees that it\u0027s looking into their question.\u003C/li\u003E\u003Cli\u003EThe answer appears word by word, formatted with steps and bold button names.\u003C/li\u003E\u003Cli\u003EA \u003Cb\u003ESources\u003C/b\u003E box links to the articles it used.\u003C/li\u003E\u003Cli\u003EButtons ask \u003Cb\u003EThat helped\u003C/b\u003E or \u003Cb\u003ETalk to a person\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EIf your articles don\u0027t cover the question, the AI says so plainly and offers your team. It understands follow-up questions in context and replies in the visitor\u0027s language.\u003C/p\u003E\u003Ch2 id=\u0022reaching_a_person\u0022\u003EReaching a person\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EVisitors can click \u003Cb\u003ETalk to a person\u003C/b\u003E or just ask. The AI also hands off when it can\u0027t help.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ETeam online:\u003C/b\u003E \u0022I\u0027ve passed this to the team \u2014 someone will be with you shortly.\u0022\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ETeam offline:\u003C/b\u003E they\u0027re told when you\u0027re back and asked for their email: \u0022I can have someone from our team follow up with you if you provide your email address below.\u0022\u003C/li\u003E\u003Cli\u003EWhen a teammate joins, the visitor sees \u0022\u003Ci\u003EName\u003C/i\u003E joined the conversation\u0022, and \u0022\u003Ci\u003EName\u003C/i\u003E is typing\u2026\u0022 while they write.\u003C/li\u003E\u003Cli\u003EIf the visitor asks more questions while waiting, they can let the AI answer in the meantime.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022after_the_conversation\u0022\u003EAfter the conversation\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EWhen the conversation is closed, the visitor rates it on a five-face scale.\u003C/li\u003E\u003Cli\u003EIf they write again later, the AI answers first, just like a new conversation.\u003C/li\u003E\u003Cli\u003EIf a teammate replies after the visitor has left, the reply is emailed to them (if they gave an email), with a link that reopens the chat.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022moving_around_your_site\u0022\u003EMoving around your site\u003C/h2\u003E\u003Cp\u003EThe chat follows visitors from page to page. If it was open, it\u0027s still open on the next page, on the same conversation, and anything they had typed is still there.\u003C/p\u003E\u003Ch2 id=\u0022on_phones\u0022\u003EOn phones\u003C/h2\u003E\u003Cp\u003EThe chat opens full-screen with a back arrow and a close button. Text boxes are sized so phones don\u0027t zoom in when tapped. \u003Ca href=\u0022/article/chat-proactive-messages\u0022\u003EProactive messages\u003C/a\u003E appear as a small bubble rather than taking over the screen.\u003C/p\u003E\u003Ch2 id=\u0022privacy\u0022\u003EPrivacy\u003C/h2\u003E\u003Cp\u003EVisitors never see your team\u0027s internal notes, AI summaries or \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Einternal knowledge sources\u003C/a\u003E. See \u003Ca href=\u0022/article/chat-identity-verification\u0022\u003EChat Identity Verification\u003C/a\u003E for how signed-in users\u0027 conversations are protected.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Explore the visitor chat experience from first click to conversation rating, including AI help, team support, seamless site navigation, and mobile-friendly design.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:27.7","date_updated":"2026-09-26T16:45:28.56","date_created":"2026-09-26T16:31:01.827"}}}