For teams requiring AI‑only handling in Live Chat, configure the AI Agent to manage all conversations and prompt users to submit a support ticket whenever the AI can’t resolve the issue or the user isn’t satisfied—no live agent transfers offered.

Use Cases

• Deliver 24/7 AI-only customer support.
• Automatically answer common customer questions.
• Reduce agent workload with AI-powered assistance.
• Support customers even when agents are offline.
• Collect customer details for follow-up through ticket forms.

Configuration Requirements

This setup is configurable and requires two configurations:

1. A Business Hour schedule configured for Closed Hours (Offline 24 hrs x 7 days).
2. A Live Chat widget configured to use that closed business hour schedule in Away Configuration.

Step 1. Configure Business Hours (Force Away Mode)

To prevent live agent transfers, keep the live chat widget in Away Mode:

1. Go to Admin → Chat → Business Hour.
2. Do one of the following:
   • Click Add Business Hour to create a new schedule, or
   • Click the pencil icon next to an existing business hour to edit it.
3. In the configuration panel:
   • Enter a Name, Description, and select the correct Time Zone.
   • Under Operational Hours, select Closed Hours (Offline 24 hrs x 7 days). This keeps the chat widget in Offline mode, so the AI Agent handles conversations without offering live transfers.
     
     
     
     
     

Step 2. Configure the Chat Widget to Use Closed Business Hours

1. In Admin, go to Chat → Live Chat.

2. Do one of the following:

   • Click Add Widget, or
   • Click the more options icon (three vertical dots) beside an existing widget and choose Edit.

3. In the Business Hours tab, expand Away Configuration:

   • Under Business Hours Setup, select the schedule configured with Closed Hours.
   • Under Away Configuration, update the Banner Description to clearly state that live chat isn’t available; for instance, Offline.
   • Set the Away Message, for instance: “This is an AI Agent-only support channel. No live agents are available in this chat. If you need additional assistance, please submit a ticket for follow-up by our support team.”
   • In Form Support, configure the ticket submission form fields users will complete. Optionally, you can choose none if you don’t want to include form support.

4. Click Update to save.
   

   
   
   

Permission

To configure AI-Only Live Chat, an agent must have the Manage Settings permission in the Admin Module assigned to their role. Explore Managing Roles and Permissions in BoldDesk for more insights.

Troubleshooting Common issues

1. Live Chat is still offering live agent transfer

   • Confirm the widget is using the correct Business Hours Setup schedule.
   • Confirm Operational Hours for that schedule is set to Closed Hours (Offline 24 hrs x 7 days) (not a partially open schedule).
   • Confirm you updated the correct widget (if multiple widgets exist).

2. Customers do not see a ticket form

   • In the widget Business Hours → Away Configuration, confirm Form Support is configured (not set to none).
   • Confirm the widget configuration was saved using Update.

3. The Away Message is not displaying the expected text

   • Confirm Away Message was edited on the correct widget.
   • Click Update after changes.

Frequently Asked Questions

1. Can BoldDesk run Live Chat in AI-only mode with no agent transfers?
   Yes. Keep the Live Chat widget in Offline Mode by assigning a Business Hour schedule set to Closed Hours (Offline 24 hrs x 7 days), and configure Away Configuration appropriately to reflect the same.

2. Can I set different business hours for different brands?
   Yes. BoldDesk supports business hour configuration per brand depending on the workspace setup.

3. Can I customize the ticket submission form fields shown in AI-Only Live Chat?
   Yes. Configure the fields in Form Support under the widget’s Away Configuration.

4. Can different chat widgets use different Away Messages?
   Yes. Each widget can have its own Banner Description and Away Message.

5. Where can I track tickets created from Live Chat?
   Use Reports → Support Traffic Dashboard → Ticket Created widget, and set Group by Source.

6. Can I disable the ticket form but still show an Away Message?
   Yes. Set Form Support to none and keep Banner Description and Away Message configured.

Related Articles

1. How to Configure Business Hours for Tickets and Live Chat in BoldDesk
2. How to Set Up a Live Chat Widget in BoldDesk
3. Overview About Support Traffic Dashboard