Live Chat

Live Chat puts a chat on your website and brings every conversation into one inbox in Agaro. Your team answers, or a bot with buttons or an AI agent on your knowledge base answers first and hands the chat to a person when the visitor asks or the agent is unsure. It sits in the CRM group of the sidebar and opens at /live-chat.

Live Chat is a new module. It is not installed for you: add it from the Store, where people who can add apps also see a one time "Brand new module" notice.

#Access and permissions

Live Chat follows the module's access level in Users & Roles:

By default an employee has Own, a manager has All and a super administrator has Admin. A viewer, a read only workspace and a workspace on the Free plan can read chats but change nothing, and the widget does not show on websites while the workspace is read only.

#Put the chat on your website

Open Live Chat, then Settings, then Install.

1. Turn on Chat is on.
2. Copy the Embed snippet and paste it at the end of the body of every page that should show the chat. It looks like this:

``html <script src="https://erp.agaro.ai/live-chat.js" data-key="lc_pk_..." async></script> ``

1. To show the chat on the sites you published with App Builder, turn on Show on my App Builder sites. Every published site shows it at once, without publishing again.
2. Optionally list the Allowed websites (one address per line, such as shop.example.com). When the list is set, only those sites can use your key, so add the addresses of your App Builder sites to it as well; the settings page reminds you when the list is set and the App Builder switch is on.

The key in the snippet is a publishable key: it is meant to sit in your page source, and it only lets a visitor chat with your team. If you want to stop a copied snippet from working, choose New widget key. The old key stops at once; update the snippet on your sites (App Builder sites switch by themselves).

#How the chat looks

In Appearance set the brand colour, a logo address (https), the chat title and the greeting. Leave the title and greeting empty to show the default English ones. Before the chat decides whether the chat asks for a name and email first (off, optional or required). Visitors can attach files allows pictures, PDF and text files up to 5 MB each.

#Who answers

In Who answers choose the first answer:

• A person: the chat goes straight to your team.
• The bot, then a person: a rule based bot answers with buttons. Each step is a message with up to six buttons, a request for contact details, a handoff to a person or a final message. Start from Use the starter bot and edit it. When the bot asks for contact details, the visitor's name, email and phone become a lead in Leads. A visitor who types instead of pressing a button is handed to a person.
• The AI agent, then a person: the agent answers on Agaro from the company articles of the Knowledge Base you choose, briefly and in the visitor's language. It hands the chat to a person when the visitor asks for one, when the articles do not hold the answer, after the number of replies you set, or when AI is not available. It uses your workspace's AI budget, attributed to the administrator who saved the settings, and it never runs on the Free plan. A person's own knowledge is never used.

The visitor can always choose Talk to a person.

#Routing

In Routing choose where a chat goes when a person answers it:

• The team inbox: the chat waits unassigned, and anyone in the team can take it.
• One person: the chat is assigned to them.
• The team, in turn: chats are assigned to the team members one after another.

The people in The team are told about new chats. With no team, the administrators and managers who can answer chats are told. Only people who hold Live Chat can be chosen.

#Business hours and the offline form

In Hours and offline turn on Use business hours, choose the time zone and the opening hours of each day, and write the away message. Out of hours the widget shows an offline form (name, email and message). Each offline message waits in the inbox as a Pending chat and, with Create a lead from each offline message, also becomes a lead in Leads. A visitor who writes in a chat that is already going out of hours gets the away message.

#Proactive messages

In Proactive messages greet a visitor who stays on a page. Each message has a page pattern (/pricing* matches every pricing page), the seconds the visitor must stay, the message and a period: a visitor sees it once in that period. When the visitor answers, the chat starts with your message.

#The inbox

The inbox lists chats by status: Open, Pending (offline messages) and Closed. Narrow it to Assigned to me or Unassigned, and search by name, email, message or page.

Open a chat to see the conversation and the visitor's context: the page they are on, where they came from, their device, their approximate country and city, when they were first seen, their lead and their past chats.

• Reply sends a message to the visitor. Replying takes an unassigned chat for you and hands a bot or AI chat to you.
• Internal note is seen only by your team.
• Take, Give back or the assignee list assign the chat.
• Close ends the chat; the visitor sees that it was closed and can start a new one. Reopen brings it back.
• Block visitor (All level) stops a visitor from sending anything.

Files a visitor attached open from the chat; only people who can see the chat can open them. You hear about new chats, new messages, handoffs and assignments in the notification bell under Leads notifications. The inbox refreshes itself every few seconds while it is open.

#Security and privacy

• Every visitor gets a private token in their own browser; a visitor can only read their own conversations.
• Everything a visitor or your team writes is shown as plain text, never as HTML.
• The widget is rate limited per address and per key, messages are limited to 2,000 characters, files to 5 MB, and messages full of links are refused.
• Each visitor address can start a limited number of chats and send a limited number of files per hour, the workspace accepts a limited amount of attached files per day, and the AI agent has an hourly budget per workspace and per address.
• A visitor email becomes one lead: a second chat or offline message with the same email reuses it.
• Blocking a visitor closes all of their chats.
• Country and city come from the network edge and are approximate.

#API and MCP

Every inbox and settings action is available through /api/v1/live-chat/... and the MCP server with the same access levels: list chats, open one, poll, reply, add a note, assign, close, reopen, block a visitor, list the people who can answer, read and save the settings, and replace the widget key.