Chat Settings
Choose who can handle each website’s chats and how staff and buyers find one another in team chat.
In the CRM: Conversations → Chat Settings
Organize communication around your business
Chat Settings gives the client account owner two sets of choices: access to each Live Chat website and visibility in the internal chat user list.
Use website access to build the answering team for a particular site. Use internal visibility to decide how your staff, buyers and owner account appear to one another in team chat.
Give agents access to a website
- Open Conversations → Chat Settings.
- In Live Chat website access, choose the Website.
- Select the agents allowed to view and reply to its chats. The client owner keeps access automatically.
- Choose Save website permissions.
- Use Reload permissions when you want to read the latest saved choices. If another session changed the website, reload before saving again.
Connect access with routing
Choose the answering rule separately in Live Chat → Routing & hours. For example, authorize the booking team for a service website, then use fair rotation to assign new chats across available advisers.
Add staff under Manage Users before assigning website access. When a person’s role or account eligibility changes, reload permissions and review the website team.
Choose internal chat visibility
Choose the visibility you want and select Save Settings for this section. These choices apply to agents under your account. The website-permissions section has its own Save website permissions action.
| Setting | What it controls |
|---|---|
| Buyers see Agents | Buyers can see regular agents in the internal chat user list. |
| Agents see Buyers | Regular agents can see buyers in that list. |
| Buyers see Client | Buyers can see the client owner account. |
| Buyers see other Buyers | Buyers can see other buyers. |
| Push Chat Messages to Mango9 Apps | Request app push notifications for internal chat messages. |
Use chat to coordinate lead and appointment work
A lead-selling business can let its agents find buyers when they need to discuss an enquiry, while keeping buyer-to-buyer visibility configured to match the business relationship.
A booking team can share website access so the right advisers can answer visitor questions and arrange appointments. Use the campaign, calendar and customer records for the work completed after the conversation.