Answer visitors in live chat, with your team

How a visitor reaches a person

Live chat starts from a Hand off to a human action (see Choose what your AI agent offers). When a visitor clicks its button:

• if someone on your team is Available, the visitor sees "Connecting you to a team member…" and waits in your Waiting list,
• if nobody is available, or your plan's live chats at once are all in use, the visitor gets a contact form instead, and the request reaches you by email and in Leads.

Messages exchanged with a person don't count towards your plan's messages.

Be available

You're available only when you choose Available and keep a Thaelior tab open:

• You, the owner: open Live chat and use the Available / Away switch at the top.
• Your agents: the switch is in the top bar of their console.

You become Away when you click Away, when you log out, or about two minutes after your last Thaelior tab closes or loses its connection. After logging in, you always start Away.

Alerts at the top of Live chat turns on a sound and a desktop notification when a visitor is waiting. If your browser blocks notifications, a line under the button explains how to allow them.

Answer a chat

1. Open a chat in Waiting: you see what the visitor already said to the AI agent.
2. Click Claim chat to take it. The chat moves to My chats and the visitor sees your name.
3. Reply in the box at the bottom. You see when the visitor is typing, and they see when you are.
4. Click End chat when you're done. The visitor can keep chatting with the AI agent.

The details panel shows the visitor's website, the contact details they gave, and their previous conversations.

As the owner, you also see Other agents: chats your agents are handling. You can read them, but not reply.

If you log out during a chat, it goes back to Waiting for someone else. When nobody else is available, the visitor is told and the AI agent carries on.

Invite your team

Open Team, enter an email under Invite by email, then Send invite. The person gets an email with a link that works for 7 days. The email can't already belong to another Thaelior account.

Each person uses one seat, you included. Seats shows how many your plan has. On the Free plan, live chat is for you alone, one chat at a time.

Your agents sign in at thaelior.com/login. They only see the live chat console, their own settings, and a link to this Help center: no knowledge, settings or billing.

The Team list shows each person's status, how many live chats they have now, and their last reply. Resend or Cancel invite handles pending invites. Remove takes access away at once: their live chats go back to Waiting.