Setting Your Live Chat Contact Options During and Outside of Business Hours

Easily customize your Live Chat Widget's behavior both during and after working hours.

Learn how to set your Live Chat contact options:


Contact Options During Business Hours

Send an automatic greeting message or request an email address from unknown customers that reach out during business hours.

To set your contact options during business hours:

  1. Hover over Settings in the side panel.
  2. Click Widgets.
    Note: To set up a different widget, click the widget name and select your widget. 
  3. Click Live Chat in the Messaging Module.
  4. (For multilingual support) Select a language next to Chat Setup in
  5. Click Contact Options During Business Hours.
  6. Set your Live Chat widget's behavior during business hours:
    • Send an automatic greeting message: Select the checkbox and enter a greeting message that is sent immediately after your customer begins a chat. 
    • Request an email address from unknown customers: Select the checkbox and enter the email request and thank you messages.
      Note: Click the Toggle icon next to Email submission is optional to allow your customers to chat without entering their email addresses. 
  7. Click Save

Contact Options Outside Business Hours

Decide how your Live Chat Widget operates after business hours. Block contact options, enable a contact form, or allow Live Chat with after-hours responses to let customers know you're unavailable. 

To set your contact options outside business hours:

  1. Hover over Settings in the side panel.
  2. Click Widgets.
    Note: To set up a different widget, click the widget name and select your widget. 
  3. Click Live Chat in the Messaging Module.
  4. (For multilingual support) Select a language next to Chat Setup in
  5. Click Contact Options Outside Business Hours.
  6. Set your Live Chat widget's behavior outside of business hours:
    • Block Contact option: Select to block customers from contacting you, then click an option: 
      • Hide widget / Contact Option: Completely hides your widget's contact options. 
      • Let your customers know that you’re away: Set the options to customize how you communicate to customers that your chat is unavailable.
    • Users Will Contact You Via Contact Form: Select to allow customers to contact you via a contact form the customize your form:
      1. Enter a title for your form in the Title field. 
      2. (Optional) Add additional fields to your contact form: 
        1. Click Add Field.
        2. Click the checkbox next to an active field to add it.
        3. Click Create new field, select a field type, fill out the field, and click Create.
        4. (For multilingual help centers) Click Activate next to the relevant field then click Update.
        5. Click Add Selected Fields
    • Users Can Still Contact You Via Chat: Select to allow customers to contact you via chat outside of chat business hours, then set up the widget's behavior.
  7. Click Save

Related Articles

Setting the Hours of Operation for Contact Options in Your Widget

Ensure that customers can only contact you during business hours. For each contact option available in your Widget you can define the hours of operation. Note:We're currently in the process of releasing a new version of the Wix Answers Widget. If you don't see the steps below in your widget settings, click here for directions. To set the hours of operation for your Widget's contact options:Hover over Settings  and click Widgets.  Click the relevant widget.(For multilingual widgets): Click the language next to Settings for and select a language. Click Manage next to the relevant contact option.Click Edit in the Availability section.  Set the available hours of operation for your contact option:Available 24/7: Select to keep your contact option open at all hours. Custom Hours of Operation: Select to set custom hours of operation: Click the toggle  next to each day to turn your contact option on or off. Click the times to adjust your opening and closing hours. Click the Show More icon  to the right of a day and select:Apply to all days to set the same business hours for each day of the week.Add another period to (selected day) to add another block of time.(Optional for Live Chat) Allow customers to send chats outside of business hours:Note: When an agent replies, your customer receives the message in Live Chat (if they reopen the widget) and email. Click Let customers contact you in chat outside of business hours.Click the Welcome message field and enter the message customers see when they start a new chat. (Optional) Apply the business hours you just set to all your Widget's contact options. Click Apply business hours to all contact options.Click Yes, Apply to all. Click Save.

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