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Reply to Guests in Live Chat

Quick Reply

Select a conversation, type your message, and press Enter to send. This takes under 1 minute.

This guide helps you read and reply to guest messages in Live Chat.

Go to: Live Chat

Live Chat conversation list showing guest conversations and message area

Quick Reference​

TaskWhere to clickResult
Open a conversationConversation listMessage history appears
Reply to a guestMessage box → SendYour message is delivered
Add a line breakPress Shift + EnterNew line in the message
Take over from AISend → Disable bot and sendAI replies turn off for that guest

Plan Access​

  • Live Chat is available on paid plans.
  • Free-tier accounts see an upgrade screen instead of Live Chat.

To upgrade, go to Settings → Billing.

Open a Conversation​

  1. Go to Live Chat.

  2. Click a guest name in the left panel.

    ✓ The message history loads on the right.

Unread chats show a blue badge with the count.

Reply to a Guest​

  1. Select a conversation.

  2. Type your message.

  3. Press Enter or click Send.

    ✓ Your reply appears on the right.

To add a new line without sending, press Shift + Enter.

Take Over from AI​

If AI replies are on, Live Chat asks you to take over.

  1. Type your message and click Send.

  2. In the confirmation dialog, click Disable bot and send.

    ✓ AI replies turn off for that guest. ✓ Your message sends.

Understand Channel Badges​

  • WhatsApp badge means the guest is chatting from WhatsApp.
  • Web badge means the guest is using the web chat widget.

Troubleshooting​

Live Chat is disabled​

What you see: A screen that says "Live Chat is disabled (AI-only mode)."

Fix:

  1. Go to Chatbot Setup → Widget & Access → Chat mode.
  2. Select Live chat only or Hybrid (AI + live chat).
  3. Return to Live Chat.

Cannot send a message​

What you see: Send is disabled or nothing happens.

Fix:

  1. Make sure you selected a conversation.
  2. Type a message. The button stays disabled when empty.
  3. If you see a takeover prompt, confirm it.

Conversation list is empty​

What you see: "No conversations yet."

Fix:

  1. Confirm the widget is live and guests can reach you.
  2. Wait for the first guest message to create a conversation.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Conversations do not load
  • ❌ Messages fail to send after retries
  • ❌ Live Chat stays disabled after updating chat mode

Helpful to include:

  • Guest name or conversation ID
  • Screenshot of the Live Chat page
  • Time the issue started