Website Chat Leads and Human Takeover

Configure Qualification and Respond

Website chat uses the existing Messages inbox. New conversations are classified as Website leads and appear in All with a Website badge.

1. Set qualification rules

   Open Settings > Lead Capture > Chat & Call Widget. Edit Popup message for the launcher text, add your Allowed Domains, then turn on Website Lead Qualification, choose the details to collect, select an email rule, and save. Widgets with no allowed domains are blocked.

2. Review website chats

   Open Messages and select a conversation with the Website badge. Team members with lead viewing permission can see these chats. Use Load more website chats or Load older messages to review earlier activity.

3. Take over

   Team members with lead editing permission can choose Take over. Once takeover succeeds, the conversation is assigned to that team member and they can reply.

4. Return or close

   The assigned team member or a studio administrator can choose Return to AI. The assigned team member can close their conversation, and studio administrators can close any conversation.

Tips

• Ask one question at a time
• Use a company email rule when business verification matters
• Do not ask for details the visitor already supplied
• When the same website chat session reconnects, it returns to its existing conversation and loads messages missed while offline

Important notes

• Existing widgets keep qualification disabled until the studio reviews and enables its rules
• Lead viewing permission is required to see website chats, and lead editing permission is required to take over and reply