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Understand the difference between Live chat and Messenger mode

Depending on your status, your chat widget will either appear in Live chat or Messenger mode. Each of these states has its specificities and can be edited as we will see in this article. In this article, we will also see how the chat widget appears to your visitors in each of these states and how they can understand the difference between Live chat and Messenger Mode

Live chat

When at least one agent is Online, your chat widget will appear as a Live chat. Visitors expect a quick response to their message and know that they are talking to a human.

When in Live chat mode, your chat widget displays the pictures of online agents and the status indicator is green 🟢. The header and default welcome message let visitors know that they can contact you and that agents are online. Those messages can be edited to match your brand tone of voice. To learn more, check our dedicated section Customize your greeting messages. 

Online
Live chat
conversations_online-widget_EN-US.png

Messenger mode

If all agents are Offline or Invisible, your chat widget will appear in Messenger modeWith the Messenger mode, visitors should know that they are talking to a bot and that they must expect a delay in response. 

When in Messenger mode, your chat widget displays agents' pictures and the status indicator is blue 🔵. The header, default welcome message, and agents' last activity let visitors know that they can send a message but won't receive an answer right away as no agent is online. Those messages can be edited to match your brand tone of voice. To learn more, check our dedicated section Customize your greeting messages. 

In Messenger mode, the Contact form bot is enabled by default to allow you to retrieve your visitors' contact details. To learn more, check our dedicated articles Set up a Contact form bot - Part 1: Choose when to display the contact form bot.

Offline or Invisible
Messenger mode
conversations_offline-widget_EN-US.png

To enable the Messenger mode when all agents are Offline or Invisible, check the Activate messenger mode when agents are not online box in the Customize section of the Chat widget settings. Your chat widget will automatically display in Messenger mode.

conversations_activate-messenger-mode_EN-US.gif

❗️ Important
If you uncheck this box, your chat widget will be hidden when all agents are Offline or Invisible

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