{"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, and your website\u0027s own styles can\u0027t change how the messenger looks.\u003C/p\u003E\u003Ch2 id=\u0022the_chat_button\u0022\u003EThe chat button\u003C/h2\u003E\u003Cp\u003EA round chat button sits in the bottom-right or bottom-left corner of the page, with a red badge counting unread replies. If a reply arrives while the chat is closed, a short preview pops up above the button, and clicking it opens that conversation. While the chat is open, the button is hidden and the chat window takes its place. The window has its own close button.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/389ea6463fa5484d94cc3c8dcdebfa96.png?v=-1877867598\u0022 data-width=\u00221100\u0022 data-height=\u0022720\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022A website with the round chat button in the bottom-right corner, showing a red badge for one unread reply\u0022/\u003E\u003Cfigcaption\u003EThe chat button, with a badge for an unread reply\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022home_screen\u0022\u003EHome screen\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EYour greeting and introduction. Signed-in customers are greeted by name when your website passes it: their full name (\u0022Hi Mason Lee \uD83D\uDC4B\u0022) when you verify who they are with \u003Ca href=\u0022/article/chat-identity-verification\u0022\u003Eidentity verification\u003C/a\u003E, otherwise their first name (\u0022Hi Mason \uD83D\uDC4B\u0022). A name too long for the line is shortened with \u0022\u2026\u0022. To place the name yourself, put \u003Ccode\u003E{first_name}\u003C/code\u003E or \u003Ccode\u003E{name}\u003C/code\u003E in the \u003Cb\u003EGreeting\u003C/b\u003E; either reads \u0022there\u0022 when the name isn\u0027t known.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EWho\u0027s online:\u003C/b\u003E the first names and photos of teammates who are online, for example \u0022Rob, Maya are online\u0022. Outside \u003Ca href=\u0022/article/chat-support-hours\u0022\u003Esupport hours\u003C/a\u003E it reads \u0022The team is away \u00B7 back \u2026\u0022 instead.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAsk a question\u003C/b\u003E comes first. It\u0027s the main way in, and clicking it starts a new conversation.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ERecent message\u003C/b\u003E shows the visitor\u0027s latest conversation. All their conversations are on the \u003Cb\u003EMessages\u003C/b\u003E tab.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThe header\u0027s brand color fades into the page behind these cards. There\u0027s no search box on Home; searching your articles is on the \u003Cb\u003EHelp\u003C/b\u003E tab.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/c55907e2f3ea40b18ec5b000df79044e.png?v=-1847218247\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022The messenger Home screen with a greeting, the teammates who are online, an Ask a question card and the most recent message, above Home, Messages and Help tabs\u0022/\u003E\u003Cfigcaption\u003EThe Home screen\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022starting_a_conversation\u0022\u003EStarting a conversation\u003C/h2\u003E\u003Cp\u003EThe AI opens every new conversation with its \u003Cb\u003EWelcome message\u003C/b\u003E, introducing itself by name, labeled \u003Cb\u003EAI\u003C/b\u003E. This is the same inside and outside your support hours. If you\u0027ve set suggested questions in \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E, they appear as buttons under the welcome, and tapping one asks it.\u003C/p\u003E\u003Cp\u003EVisitors type their message and press Enter to send (Shift\u002BEnter starts a new line). The message box grows as they type, without scrollbars.\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EFormatting:\u003C/b\u003E selecting text shows a small toolbar for bold, italic, bulleted and numbered lists, and links. Ctrl\u002BB, Ctrl\u002BI and Ctrl\u002BK also work, and lists continue when Enter is pressed.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EEmoji:\u003C/b\u003E the \uD83D\uDE42 button opens an emoji picker.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EFiles and images:\u003C/b\u003E the \uD83D\uDCCE button attaches screenshots, photos or documents, up to 5 per message and 10 MB each. Pasting a screenshot or dropping a file on the message box works too. Images appear in the conversation and open full size when clicked; other files show as a download card with their size. See \u003Ca href=\u0022/article/sending-files-and-images-in-chat\u0022\u003ESending Files and Images in Chat\u003C/a\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/347d9265caf841c699a9d8ab44af9595.png?v=-2088825701\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022A conversation with a screenshot the visitor sent and a PDF the teammate sent back\u0022/\u003E\u003Cfigcaption\u003EFiles and images in a conversation\u003C/figcaption\u003E\u003C/figure\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/2869e5d0399f4bcebee98ab755cddcde.png?v=-1859009707\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022A new conversation: the AI agent introduces itself, with three suggested questions as buttons below the welcome\u0022/\u003E\u003Cfigcaption\u003EA new conversation with suggested questions\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022how_the_ai_answers\u0022\u003EHow the AI answers\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EAs soon as the question is sent, the AI\u0027s avatar and typing dots appear with a status such as \u0022Thinking\u2026\u0022 or \u0022Reading up\u2026\u0022. The status changes every couple of seconds until the answer starts.\u003C/li\u003E\u003Cli\u003EThe answer appears word by word, formatted with numbered steps, bold button names and links. A long answer stays scrolled to its start, so the visitor reads it from the top.\u003C/li\u003E\u003Cli\u003EA \u003Cb\u003ESources\u003C/b\u003E box lists the articles it used. Each opens in a new tab.\u003C/li\u003E\u003Cli\u003ETwo buttons appear underneath: \u003Cb\u003EThat helped \uD83D\uDC4D\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cul\u003E\u003Cli\u003EThe AI only uses your published help content, which can come from several of your HelpGuides sites (see \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EChat Knowledge Sources\u003C/a\u003E). If the answer isn\u0027t there, it says so plainly and offers your team. It doesn\u0027t guess.\u003C/li\u003E\u003Cli\u003EIf a question could mean several things, it asks one short clarifying question.\u003C/li\u003E\u003Cli\u003EIt understands follow-up questions in the context of the conversation, and replies in the visitor\u0027s language.\u003C/li\u003E\u003Cli\u003EA greeting or a thank-you gets a short, natural reply rather than a search.\u003C/li\u003E\u003Cli\u003EIf you\u0027ve set up \u003Ca href=\u0022/article/chat-actions\u0022\u003EChat Actions\u003C/a\u003E, it can look things up in your own systems, such as a price. For signed-in customers it can look up their own account, never anyone else\u0027s.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/2bcc11bb8cbd425f9d876c7b2ad01165.png?v=-1836408619\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022An AI answer with numbered steps, a Sources box linking two help articles, and That helped and Talk to a person buttons\u0022/\u003E\u003Cfigcaption\u003EAn answer with its sources\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022outside_support_hours\u0022\u003EOutside support hours\u003C/h2\u003E\u003Cp\u003EThe AI is your first line of support, so outside your \u003Ca href=\u0022/article/chat-support-hours\u0022\u003Esupport hours\u003C/a\u003E a conversation starts the same way, with the AI\u0027s welcome, unless you\u0027ve written a separate out-of-hours welcome. Only the wording about people changes: the Home screen shows \u0022The team is away \u00B7 back \u2026\u0022, and if the AI hands the conversation to your team, the visitor is told when the team is back. The AI keeps answering questions, and anything that needs a person is picked up when your team returns.\u003C/p\u003E\u003Ch2 id=\u0022help_articles_in_the_messenger\u0022\u003EHelp articles in the messenger\u003C/h2\u003E\u003Cp\u003EA \u003Cb\u003EHelp\u003C/b\u003E tab sits beside \u003Cb\u003EHome\u003C/b\u003E and \u003Cb\u003EMessages\u003C/b\u003E. Visitors can search your help center, browse its collections (your categories) and read articles without leaving the messenger. Each article has \u003Cb\u003EOpen in help center\u003C/b\u003E for the full page and \u003Cb\u003EStill need help? Ask a question\u003C/b\u003E to start a chat.\u003C/p\u003E\u003Cp\u003EThe Help tab shows one project\u0027s help center, chosen under \u003Cb\u003EGeneral\u003C/b\u003E, \u003Cb\u003EAppearance\u003C/b\u003E, \u003Cb\u003EHelp articles from\u003C/b\u003E. By default it\u0027s the messenger\u0027s own project. Its categories, articles and search all come from that project, even when the AI answers from several \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Eknowledge sources\u003C/a\u003E. You can turn the tab off with \u003Cb\u003EShow help articles in the messenger\u003C/b\u003E.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/f570ae7afe764d3db8892e954aa4d967.png?v=1897486585\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The Help tab with a search box and the help center collections\u0022/\u003E\u003Cfigcaption\u003EThe Help tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022if_they_go_quiet_after_an_answer\u0022\u003EIf they go quiet after an answer\u003C/h2\u003E\u003Cp\u003EIf a visitor doesn\u0027t reply to an answer for a couple of minutes while the chat is still open, the AI checks in once about that answer, for example \u0022I hope the password reset steps were helpful! I\u0027m here if you need anything else.\u0022 It shows \u003Cb\u003EThat helped \uD83D\uDC4D\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E again. It never checks in with someone who has left, and never more than twice per conversation.\u003C/p\u003E\u003Ch2 id=\u0022when_your_team_says_hello_first\u0022\u003EWhen your team says hello first\u003C/h2\u003E\u003Cp\u003EA teammate can start a conversation with someone who\u0027s on your site (see \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E). On a computer, the messenger opens with their message, from a named person rather than the AI. On a phone it appears as a bubble above the chat button. A visitor who is already chatting just sees an unread badge. They reply like any other conversation.\u003C/p\u003E\u003Ch2 id=\u0022opening_the_chat_from_a_link\u0022\u003EOpening the chat from a link\u003C/h2\u003E\u003Cp\u003EA link to any page on your site with \u003Ccode\u003E?chat=1\u003C/code\u003E added, for example in an email, opens the messenger as soon as the page loads, on the home screen or the conversation the visitor was last in. Adding \u003Ccode\u003E\u0026amp;chat_name=James\u003C/code\u003E greets them as \u0022Hi James\u0022 and shows the name to your team. The extra parameters disappear from the address bar once the page loads. See \u003Ca href=\u0022/article/chat-messenger-javascript-api\u0022\u003EChat Messenger JavaScript API\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022proactive_messages\u0022\u003EProactive messages\u003C/h2\u003E\u003Cp\u003EOn pages you choose, such as your pricing page, the messenger can start the conversation after a few seconds by showing a message in a bubble above the chat button, on computers and phones alike. It never opens the chat uninvited; clicking the bubble does, and the conversation starts from that message. It can offer its own suggested questions. Visitors who are already chatting are never interrupted. See \u003Ca href=\u0022/article/chat-proactive-messages\u0022\u003EChat Proactive Messages\u003C/a\u003E.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/11e30ed01d8e40b3a39ad52966b58cf9.png?v=-1815793900\u0022 data-width=\u00221100\u0022 data-height=\u0022720\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022A pricing page with a proactive message bubble above the chat button offering help picking a plan\u0022/\u003E\u003Cfigcaption\u003EA proactive message shown as a bubble\u003C/figcaption\u003E\u003C/figure\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 (\u0022can I speak to someone?\u0022). The AI also hands off when it can\u0027t help, notices frustration, or runs into a problem.\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, with your expected reply time. The header switches to your team name.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ETeam offline:\u003C/b\u003E they see your offline message, then \u0022If you share your name and email below, someone from our team will follow up with you.\u0022 A small form with \u003Cb\u003EYour name\u003C/b\u003E and \u003Cb\u003EYour email address\u003C/b\u003E appears in the chat, with a note that it\u0027s only used to follow up on this conversation. Once they send it, they see a confirmation with that address.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ENobody replies:\u003C/b\u003E if your team was online at the handoff but nobody has replied after 5 minutes, the AI apologizes for the wait (\u0022Sorry for the wait\u2026\u0022) and offers the same form, or confirms the email it already has.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EBuying questions:\u003C/b\u003E for questions such as \u0022can I get a quote?\u0022 or \u0022can we book a demo?\u0022, the AI answers as usual and then offers the form under its answer, once per conversation. Sending it brings your team in.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAsking more while waiting:\u003C/b\u003E they\u0027re told the question has been added to the conversation and asked whether the AI should try to answer in the meantime (\u003Cb\u003EYes, please answer\u003C/b\u003E / \u003Cb\u003ENo, I\u0027ll wait for the team\u003C/b\u003E). With Yes, the AI keeps answering until a person picks the conversation up.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EWhen a teammate takes over,\u003C/b\u003E the visitor sees \u0022\u003Ci\u003EName\u003C/i\u003E joined the conversation\u0022. Messages then show that person\u0027s name and photo (or initials), and \u0022\u003Ci\u003EName\u003C/i\u003E is typing\u2026\u0022 appears while they write. See \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EIf the visitor has left\u003C/b\u003E when a teammate replies, and they gave an email, they get an email about a minute later with the reply and a \u003Cb\u003EContinue the conversation\u003C/b\u003E button that reopens the chat on the page they were on. If they\u0027re still on your site, the email waits a few minutes in case they read it in the chat.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThe follow-up form only appears at these moments, and never when you already have the visitor\u0027s email. If it\u0027s been offered more than once, only the newest form is shown.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/359dbb19c6274ffa89c5f71bd1a50837.png?v=1907380605\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The messenger after asking for a person while the team is away, with a form for the visitor name and email address\u0022/\u003E\u003Cfigcaption\u003EAsking for a name and email when nobody is online\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022closing_and_rating\u0022\u003EClosing and rating\u003C/h2\u003E\u003Cp\u003EWhen a conversation is closed, whether a teammate closed it or the visitor said the AI\u0027s answer helped, the visitor is asked \u003Cb\u003EHow would you rate this conversation?\u003C/b\u003E with five faces from \uD83D\uDE1E to \uD83E\uDD29, then thanked for their feedback. Writing again reopens the conversation, and the AI answers first, just like a new conversation.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/0cbccf868f3b48bf8738ff8d991c2cae.png?v=-1805300700\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022A closed conversation with a teammate, ending with How would you rate this conversation and five faces to choose from\u0022/\u003E\u003Cfigcaption\u003ERating a closed conversation\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022past_conversations\u0022\u003EPast conversations\u003C/h2\u003E\u003Cp\u003EThe \u003Cb\u003EMessages\u003C/b\u003E tab lists every conversation with who wrote the last message, a preview and how long ago. The name is whoever actually wrote that message, so if the AI\u0027s handoff message is the latest, it shows the AI\u0027s name. Closed ones are ticked, and unread ones are bold with a red dot. Its \u003Cb\u003EAsk a question\u003C/b\u003E button starts a new conversation.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/093b89d3215745bcb7af5aae41451b35.png?v=-1785570946\u0022 data-width=\u0022448\u0022 data-height=\u0022764\u0022 style=\u0022\u0022 alt=\u0022The Messages tab listing four conversations with who replied last and a preview; an unread one is bold with a red dot and closed ones are ticked\u0022/\u003E\u003Cfigcaption\u003EThe Messages tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Cp\u003EThe \u003Cb\u003E\u22EF\u003C/b\u003E button in the header holds the chat\u0027s options:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EExpand\u003C/b\u003E / \u003Cb\u003ECollapse\u003C/b\u003E makes the messenger wider and as tall as the window, for long answers. It\u0027s on every screen, on computers only.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EDownload transcript\u003C/b\u003E saves the open conversation as a text file. It appears only inside a conversation.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EClear unread\u003C/b\u003E marks every conversation as read. It appears whenever something is unread.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022on_phones\u0022\u003EOn phones\u003C/h2\u003E\u003Cp\u003EOn small screens the chat opens full-screen, with a back arrow and a close button. Text boxes are sized so phones don\u0027t zoom in when they\u0027re tapped. The chat fits the visible screen as the browser\u0027s toolbars appear and disappear, keeps clear of the notch and home indicator, and scrolling it doesn\u0027t scroll the page behind. The \u003Cb\u003E\u22EF\u003C/b\u003E button appears only when it has something to offer.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/029b44d73a174da1bfccb4d09b0fca70.png?v=-1790608441\u0022 data-width=\u0022390\u0022 data-height=\u0022780\u0022 style=\u0022\u0022 alt=\u0022The messenger full-screen on a phone, showing an AI answer with sources and the reply box\u0022/\u003E\u003Cfigcaption\u003EOn a phone the chat opens full-screen\u003C/figcaption\u003E\u003C/figure\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 screen and conversation, and anything they had typed but not sent is still in the box. Replies that arrive while a page is loading show as unread. With \u003Cb\u003EShare visitors across subdomains of\u003C/b\u003E set, this also works between subdomains such as www.example.com and docs.example.com. See \u003Ca href=\u0022/article/installing-the-chat-messenger-on-your-website\u0022\u003EInstalling the Chat Messenger on Your Website\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022privacy\u0022\u003EPrivacy\u003C/h2\u003E\u003Cp\u003EVisitors don\u0027t need to sign up. Visitors never see your team\u0027s internal notes, AI summaries, the actions the AI called, or articles from \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003Einternal knowledge sources\u003C/a\u003E. When your site passes a verified signed-in user, their conversations follow them across devices; see \u003Ca href=\u0022/article/chat-identity-verification\u0022\u003EChat Identity Verification\u003C/a\u003E for how those conversations are protected.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"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,"sort_order":15,"total_views":5,"date_published":"2026-09-26T16:45:00","date_updated":"2026-10-07T19:55:08.563","date_created":"2026-09-26T16:31:01.827"}}}