Once web chat is live on your website, the Web Chat page is where your team keeps an eye on it. Open Assistants → Web Chat. The top card shows whether the assistant is Live or Off, which site it is answering on, how many chats this month, and the share resolved without staff.
If you have not turned it on yet, start with Set up web chat.
Watch live sessions
The Live sessions tab lists every conversation active in the last fifteen minutes; flagged chats and chats your team is handling stay listed for two hours. The counters at the top read "chats the AI is handling now", "flagged for takeover" and "with your team", and the tab shows a badge that turns red when anything is flagged.
Each row shows the visitor's name (or "Visitor"), a sentiment chip (Frustrated, Calm or Browsing), chips for Booked and After hours when they apply, the topic in quotes, the page they were on, the state (AI answering, Flagged for takeover, or "Name is handling"), and the message count and duration. The list refreshes on its own.
Take over a chat
Click Take over on any row the AI is handling. The AI pauses instantly and the visitor sees a line like "Sarah from Harborlight joined the chat"; from then on your replies send as you. Typing a reply in the conversation drawer does the same thing, and the drawer says so above the reply box while the AI still has the chat.
Rows a colleague is already handling show Join (or Open when it is your own chat). In the drawer you can Hand back to AI when you are done, or Dismiss flag to clear a flag and let the AI keep answering. The drawer also shows what happened in the conversation so far: Verified, Callback requested, Message left, Asked for a person or Frustrated.
Decide what happens after hours
On the Behavior tab, the After hours card reads "What happens outside your hours" and offers three choices:
- Keep answering: the AI covers questions around the clock, and most bookings still go through.
- Offer a callback: it answers what it can, then offers to book a callback for the next business day. The callback lands in your callback list, marked as coming from the chat.
- Take a message: it shows your hours and collects a message for the morning, which lands in your messages.
With the second or third choice you can add a Closed note (up to 300 characters), for example "We reopen Monday at 8am". "Closed now" comes from the location's business hours and holiday closures; if no hours are set, the card shows an amber warning and nothing changes until you add them under Settings → Locations. Save with Save changes in the bar at the bottom.
Get flagged when a person is needed
Two switches on the Behavior tab decide when a chat is flagged: Flag frustrated visitors (the assistant watches sentiment) and Flag when someone asks for a person. The Notify dropdown chooses who hears about it: Front desk team (the default), Admins & managers, Everyone at this location, or No one (just flag it). Notifications arrive by push and in the top bar and open straight into the conversation.
A flag never stops the assistant. It keeps answering until someone takes over, so a visitor is never left waiting on an empty chat.
The daily digest
Turn on Daily transcript digest to receive one email each morning with yesterday's conversations: totals, how many booked, how many your team handled, flagged and after-hours counts, callbacks requested, messages left, the share resolved without staff, the top five topics and the top five unanswered questions, with a link to Transcripts. It never includes message content.
The switch is per person, saves immediately, and days with no chats are skipped. The digest covers the previous day in your practice's time zone and arrives before the workday.
Questions the assistant could not answer
With Capture unanswered questions on, anything the assistant could not answer is saved under Questions the assistant couldn't answer, each with how many times it was asked and when. Click Answer, pick a category, and the answer becomes knowledge that both the chat and your phone AI use from then on; Dismiss drops a question you do not want to keep. Questions that may contain personal details sit behind Show needing review until you choose to see them.
Below that list, Suggested knowledge from past chats proposes answers drawn from conversations your team handled; Find suggestions, then Approve or Dismiss each one. See Train your AI on your FAQs for how knowledge is used.
Review transcripts
The Transcripts tab lists every conversation with when it started, the visitor, the outcome, the message count and last activity. Filter by All conversations, Booked an appointment or Flagged for a person. Outcomes include Appointment booked, Team stepped in, Flagged, Identity verified, Callback requested, Message left, After hours, Blocked, Moderated and Abandoned.