Set up Live chat

Live chat gives your customers a direct line to your team from the Releaseo widget on your website. Your team answers from Live chat in the dashboard sidebar.

Before you start

• Live chat is included in paid plans and is not available on the Free plan. If your plan does not include it, you will see a notice in Settings → Live chat, and customers cannot start conversations. Owners and billing managers can open Plan and billing from that notice.

• The Releaseo widget must already be installed on your website.

• Changing Live chat settings needs the Live chat · Manage permission for the application. Creating support teams needs an organization console role that includes Support teams · Manage. If you lack either, the page tells you who to ask.

Turn Live chat on

Open Settings → Live chat. A status badge next to the title shows where you are: Setup in progress, Not available to customers, or Configuration ready. The setup checklist has three steps.

1. Allow your website. Under Customer access, add the website where the chat appears and turn on Allow customer chat sessions. Websites must be exact HTTPS origins, with no wildcards, paths or trailing slashes. For local testing you can use an exact origin such as http://localhost:8080.

2. Create a support team. Open the Teams tab and create a team of the teammates who answer conversations for this application.

3. Turn on conversations. Under Conversations & routing, switch on Enable conversations for this application and pick a Default support team. If you leave it as "No default team", new conversations arrive unassigned. Select Save conversations.

When all three are done the checklist reads "Live chat is ready". The badge only reflects your saved configuration; it does not confirm that a live conversation has happened.

Turning off customer access, or removing allowed websites, asks you to confirm first, because customers currently chatting are disconnected or must start again from an allowed website.

Connect your website

The Installation tab has copy-ready examples. In short:

1. Install and initialize the Releaseo SDK with your public publish key.

2. Make sure the Chat tab is on in your widget settings, so visitors can open it from the widget navigation.

3. If you prefer to start chat from your own button, the Installation tab shows copy-ready code that starts a chat session and opens the widget.

You can also make chat visible in the widget itself: under Widget, the Chat tab toggle lets customers start a conversation with your team, and a Home action of type Live chat is available.

Optionally, you can recognize signed-in customers. Your server verifies the account and returns a short-lived, single-use identity proof. Entering an email or calling identify() does not authenticate a chat customer. Never expose your private server key in the browser.

Reply as an agent

Open Live chat in the sidebar (the page is titled "Live chat – Live support across applications").

• The list filters by view: Open, Waiting, Snoozed, Resolved, or All. You can also filter by Anyone, Assigned to me, or Unassigned, and by application when you have access to several.

• Select a conversation to read the thread, type a reply and choose Send. You can attach files with Attach files.

• Switch the composer to a note to add an Internal notes entry that the customer does not see. The button then reads Add note.

• Set the conversation status to Open, Waiting for customer or Resolved, and assign it to a team or teammate from the routing controls.

• Set your own availability to Available, Away or Offline.

• The Customer details panel shows who you are helping and their context.

• Privacy tools let you export a customer's chat data as JSON or delete it, with a confirmation.

Replying, assigning and settings are separate permissions, so some controls may be disabled for your role.

Troubleshooting

• Customers cannot start a chat. Check the notice at the top of Settings → Live chat. It tells you if your plan does not include Live chat, the application is not active, or the live chat service is not yet switched on for your workspace.

• Chat works only on some pages. Confirm each site that shows the widget is listed under allowed websites, exactly as the browser reports it.

• Conversations arrive unassigned. Choose a default team under Conversations & routing. A paused default team also leaves conversations unassigned.