The Brand2Chat Live Chat Setup allows you to enable real-time conversations between your website visitors and your support agents. Once live chat is active, visitors who click the chat widget on your website are immediately connected to an available agent. You can configure the messages visitors see when they arrive and when your team is offline giving every customer a clear and professional first impression.
How to Access Live Chat Setup
1. Log in to your Brand2Chat account.
2. Click on Live Chat in the left-side navigation menu.
3. Select Live Chat Setup from the expanded menu.
4. The Live Chat Setup page will load with your configuration options and a Visitor Chat Summary below.
What You Can Configure
Enable Live Chat Toggle
The master switch for live chat. When turned ON, visitors can start real-time conversations with your agents through the chat widget. When turned OFF, live chat is disabled and visitors will see only the offline message or other widget options.
Welcome Message
The first message a visitor sees when they open the chat widget and live chat is active. Make it warm and inviting (for example, “Hi there! How can we help you today?”).
Offline Message
The message displayed to visitors when your team is not available for example, outside of working hours or when no agents are online (for example, “Our team is currently offline. Please leave a message.”).
How to Set Up Live Chat
1. Go to Live Chat → Live Chat Setup from the left sidebar.
2. Toggle Enable Live Chat to the ON position at the top right of the page.
3. Enter your Welcome Message in the first text field this is what visitors read when they open the chat.
4. Enter your Offline Message in the second text field visitors see this when no agents are available.
5. Click Save Live Chat Settings to apply your configuration.
6. Your live chat is now active. Visitors on your website can start chatting with your agents immediately.
ℹ️ Note: Agents must be online and have the Agent Inbox open to receive and respond to live chat conversations. If no agents are available, visitors will see your Offline Message.
Visitor Chat Summary
Below the Live Chat configuration form, the Visitor Chat Summary section shows a live list of all current visitor conversations and their statuses. This gives you an at-a-glance view of your team’s current activity without needing to open the Agent Inbox.
Each conversation in the summary shows:
- Visitor name and email - identifying the customer.
- Status badge - either Open (conversation is active) or Closed (conversation has been resolved).
Clicking any conversation in the summary takes you directly to that chat thread inside the Agent Inbox, where you can read and reply.
Tips for Better Live Chat
- Set realistic welcome messages - let visitors know your typical response time if agents are sometimes busy (for example, “We usually reply within a few minutes”).
- Update your offline message for time zones - if you serve customers across different regions, mention your working hours in the offline message so visitors know when to expect a reply.
- Keep agents notified - make sure your agents have browser or desktop notifications enabled so they never miss an incoming chat.
Troubleshooting
Visitors are seeing the offline message even though agents are online
- Check that the Enable Live Chat toggle is turned ON on the Live Chat Setup page.
- Confirm that at least one agent is actively logged in and has the Agent Inbox open. An agent must be present in the system to be considered “online.”
- Check the chat widget’s operating hours settings if configured if the widget is set to offline hours, visitors will see the offline message regardless of agent availability.
The Save Live Chat Settings button is not responding
- Ensure both the Welcome Message and Offline Message fields are filled in before saving.
- Refresh the page and try again. If the issue persists, log out and log back into your Brand2Chat account.
I cannot see the Visitor Chat Summary
- The Visitor Chat Summary appears below the settings form on the same page. Scroll down past the Save Live Chat Settings button to find it.
- If no conversations appear, it means there are currently no active or recent visitor chats in your workspace.
