# Using Live Chat

This guide is for the team who triage chats and owners deciding staffed hours. Every step uses the labels you see on screen.

## Using Live Chat (editor how-to)

### How to turn on chat

1. Go to **Live Chat**.
2. Open **Chat sites** and create a chat site for the Capell site you want to serve.
3. Give it a clear **Name**, choose the **Site**, and leave **Active** on. For an external embed, add the permitted domains under **Allowed domains**.
4. Save. This creates the active installation that the site widget uses.

An active chat site does not add the widget to a page by itself. Ask your developer to use the package's widget render hook or embed route; see the [package README](../README.md) for that integration boundary.

### How to set your available hours

1. Open **Availability windows**.
2. Create a window for the relevant **Site**, then set its day, opening and closing times, and timezone.
3. Leave **Active** on and save. The widget uses a matching active window to show that chat is available.

### How to set an offline message

The package uses its configured offline message when no availability window applies. There is not currently an admin field for it: ask your developer to change the package widget configuration if the default message needs changing.

### How to read past conversations

1. Open **Conversations**.
2. Inspect a conversation to read what was said.
3. Use the available actions to generate a summary or reply suggestion, sync the visitor to Contacts, request a human handoff, or close the conversation.
4. Follow up through your team's normal support channel when a conversation needs a human response. The admin screen does not include a reply composer.

![An operator reviews incoming conversations, handoff state, and visitor context.](https://docs.capell.app/packages/live-chat/screenshots/live-chat-conversations-admin.png)

## Rolling out Live Chat (for owners)

### Turn on first

- **An active chat site and realistic available hours.** Create the installation and use the widget integration, then only show chat as available when someone can actually respond.

### Add when needed

| Need                           | Enable or use                               |
| ------------------------------ | ------------------------------------------- |
| Capture enquiries after hours  | Developer-configured offline message        |
| Send chats to the right person | **Escalation rules** or **Request handoff** |

### Don't enable yet

- Don't advertise chat as always-on if you can't staff it. An ignored chat is worse than none.

### Who does what

| Role         | First useful screen                                           |
| ------------ | ------------------------------------------------------------- |
| Support team | **Conversations**: review, hand off, and follow up externally |
| Site owner   | **Chat sites** and **Availability windows**                   |

## Troubleshooting for editors

| What you see                     | What it means                                        | What to do                                                                             |
| -------------------------------- | ---------------------------------------------------- | -------------------------------------------------------------------------------------- |
| Visitors say no one replies      | Chat shows available outside staffed hours           | Set realistic **Availability windows**                                                 |
| Chat box doesn't appear          | The widget is not rendered, or no active site exists | Confirm the active **Chat site**, then ask a developer to check the widget integration |
| The after-hours message is wrong | It comes from package widget configuration           | Ask a developer to update the configured offline message                               |
| A chat needs a specialist        | It should be escalated                               | Use **Request handoff** or configure **Escalation rules**                              |