How to choose who answers your chat and messaging channels
Customer relations → Messages → Channels lists where your conversations come from: Website chat, WhatsApp, Messenger, Instagram, Telegram and e-mail. Each switch on it saves as soon as you change it.
Who answers your website chat
Two switches decide it: Enable AI website chat support on Customer relations → Messages → AI assistant, and Enable human website-chat support under Human support on the Channels page.
| Who answers | Switches on | What visitors get |
|---|---|---|
| The assistant and your team | Both (the default) | The assistant answers first and hands over to your team in the Inbox. |
| The assistant only | Enable AI website chat support | The assistant answers everything. When a visitor asks for a person, it e-mails their message to your contact address. |
| Your team only | Enable human website-chat support | Your team answers every chat in the Inbox. |
| Nobody | Neither | A form e-mails the visitor's message to your contact address. Without a contact e-mail, the chat is hidden. |
On WhatsApp, Messenger, Instagram, Telegram and e-mail, the assistant always answers first. To stop it on one of them, pause that channel (below).
Ask for contact details first
With Ask for contact details first on (the default), website visitors give their name, e-mail and phone before their first message. Turn it off to let them write straight away: the assistant then asks for an e-mail only when it needs one, for example to make a booking. Without an e-mail, your team can reach the visitor only in the chat.
The switch applies to Website chat only. It can't be changed while both switches above are off, because the message form always asks.
Pause a channel
Each connected channel (a WhatsApp number, Facebook Page, Instagram account, Telegram bot or e-mail address) has an Enabled switch. Switch it off to pause the channel: a messaging app then shows Paused. Messages sent to a paused channel don't appear in the Inbox and get no answer, not even after you switch it back on. E-mails stay in your own mailbox.
The bin icon beside the switch (Disconnect) removes the channel.
Connect your channels
Connect WhatsApp, Messenger, Instagram or Telegram and your e-mail address on this page. To put Website chat on your own website, see Website chat.
Questions we get asked
Yes. Turn off Enable AI website chat support: the assistant still answers your other channels.
Pause it with its Enabled switch. Its new messages then don't reach the Inbox either, so your team can't answer them in TourTask.