9bx Connect
Chat settings
Switches, limits, AI answers and proactive messages for live chat.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
One page to switch live chat on or off, set response targets and retention, and control the AI.
Who can use it
Users with any chat settings permission.
Where to find it
Chat & Messaging → Chat settings → Chat settings
The screen explained
General
| Field | Meaning |
|---|---|
| Live chat is on | Off hides every widget at once. |
| Show WhatsApp, Telegram and SMS messages here | Messages to your connected numbers and bots, and SMS replies, open chats in the inbox. A message flow answers first when one is set up for the channel. |
| Show emails here | Emails to your support mailbox still become tickets, and each one also opens a chat in the inbox. Replies from either place reach the customer by email. |
| Show web form messages here | Web forms that open a ticket also open a chat in the inbox. Replies go to the customer by email when the form had one. |
| Show lead form submissions here | Lead forms still add a lead to your leads list, and each submission also opens a chat in the inbox, linked to the lead (the chat shows the lead number, and the lead has Open conversation). Replies go by email, or by SMS when the form had only a phone number. |
| Show missed calls and voicemails here | Each caller gets one conversation with their missed calls and voicemails. Answer by calling back. |
| Supervisors may whisper | Allows the Whisper mode. |
| Chats per agent | Default capacity. Each agent can have their own. |
| Longest wait (seconds) | After this the visitor is offered a message instead. |
| First reply target (seconds) | Chats not answered in time are flagged Overdue. |
| Keep chats (days) | Older closed chats are deleted. |
| Blocked words | A visitor message with one of these is refused. |
AI answers
| Field | Meaning |
|---|---|
| AI answers visitors | On: answers from your knowledge base, with the AI chosen in AI settings (9bx AI or your own provider). Off: no AI replies; knowledge-base search still suggests articles. |
| AI confidence needed | Below this percentage the AI stays silent and a person takes over. |
"No AI is available yet. Visitors will reach an agent instead."
Proactive messages
Greet visitors on a page, after a time or when they are about to leave.
| Field | Meaning |
|---|---|
| New trigger, Name, Message | The greeting. |
| Page address contains | Show only on matching pages, for example /packages. |
| Seconds on page, Pages seen at least | Wait conditions. |
| When leaving the page | Exit intent. |
| Returning visitors only | Skip first-time visitors. |
| Again after (hours) | Do not repeat for this long. |
| Active | On or off. |
Tasks
Turn on AI answers
- Under AI answers, turn on AI answers visitors.
- Set AI confidence needed, for example 70%.
- Pick Answer from the knowledge base with AI on the widget.
Greet visitors on the packages page
- New trigger, name "Packages help".
- Page address contains
/packages, Seconds on page 20. - Message "Need help choosing a plan?", save, make Active.
Example scenario
Padma Net Support sets First reply target to 60 seconds. Anything older is flagged Overdue in the inbox and the supervisor reacts.
Tips
- Tell visitors in your privacy notice how long you keep chats.
- Start with a high confidence value and lower it if the AI is too quiet.
Troubleshooting
No widget appears anywhere. Live chat is on is off.
Suggest replies says AI is not set up. Choose an engine here.