How to Enable AI‑Only Chat Support—No Human Agents
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.
Step 1: Configure Business Hours (Force Away Mode)
To prevent live agent transfers, keep the live chat widget in Away Mode:
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Go to Admin → Chat → Business Hour.
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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.
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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 Away Mode, so the AI Agent handles conversations without offering live transfers.
Step 2: Configure the Chat Widget to Use Closed Business Hours
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In Admin, go to Chat → Live Chat.
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Do one of the following:
- Click Add Widget, or
- Click the more options icon (three vertical dots) beside an existing widget and choose Edit.
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In the Chat Experience tab, expand Away Experience:
- Under Business Hours, select the schedule configured with Closed Hours.
- Update the Banner Description to clearly state that live chat isn’t available.
- Set the Away Message, e.g.:
“Our team is currently unavailable for live chat. Please submit a ticket, and we will respond to you as soon as possible.” - In Form Support, configure the ticket submission form fields users will complete when agents are offline.
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Click Update to save.
Frequently Asked Questions (FAQs)
1. Can I set different business hours for different brands?
Yes, BoldDesk allows you to configure business hours per brand, depending on your workspace setup.
2. Is it possible to customize the ticket submission form fields?
Absolutely. You can modify the form fields under the Form Support section to collect relevant information from users when agents are offline.
3. Can I use different Away Messages for different chat widgets?
Yes, each chat widget can have its own Away Message and Banner Description tailored to its audience or brand.
4. Are there analytics to track how often users submit tickets via Live Chat?
BoldDesk provides analytics and reporting tools in the Reports module under Support Traffic dashboard that can help you monitor ticket submissions through chat. Reports > Support Traffic Dashboard > Ticket Created widget > Group by Source
