What Visitors See in the Chat Messenger

This is the chat experience from your visitors' side, from the first click to rating the conversation. Colors, names and wording come from your Messenger settings.

The chat button

A 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.

Home screen

Your greeting and introduction, which teammates are online (or when the team is back, outside support hours), the visitor's most recent conversation, and an Ask a question button.

Asking a question

1. The AI introduces itself by name, labeled AI.
2. While it searches, the visitor sees that it's looking into their question.
3. The answer appears word by word, formatted with steps and bold button names.
4. A Sources box links to the articles it used.
5. Buttons ask That helped or Talk to a person.

If your articles don't cover the question, the AI says so plainly and offers your team. It understands follow-up questions in context and replies in the visitor's language.

Reaching a person

• Visitors can click Talk to a person or just ask. The AI also hands off when it can't help.
• Team online: "I've passed this to the team — someone will be with you shortly."
• Team offline: they're told when you're back and asked for their email: "I can have someone from our team follow up with you if you provide your email address below."
• When a teammate joins, the visitor sees "Name joined the conversation", and "Name is typing…" while they write.
• If the visitor asks more questions while waiting, they can let the AI answer in the meantime.

After the conversation

• When the conversation is closed, the visitor rates it on a five-face scale.
• If they write again later, the AI answers first, just like a new conversation.
• If 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.

Moving around your site

The chat follows visitors from page to page. If it was open, it's still open on the next page, on the same conversation, and anything they had typed is still there.

On phones

The chat opens full-screen with a back arrow and a close button. Text boxes are sized so phones don't zoom in when tapped. Proactive messages appear as a small bubble rather than taking over the screen.

Privacy

Visitors never see your team's internal notes, AI summaries or internal knowledge sources. See Chat Identity Verification for how signed-in users' conversations are protected.