What it is for: having a chat window on your website where visitors write to you, and answering them from EK1. If you have an AI agent, it can answer while you are away.
Where to find it: menu Conversations («Conversaciones») → inside More… («Más…») → Your website chat («Chat de tu web»).
Who sees it: anyone whose plan includes the CRM or the Suite; the whole team can see the conversations. Settings and code («Ajustes y código») is only visible to the account owner. If you cannot find it in your menu, ask in Help and contact («Ayuda y contacto»).
What you see first
- The conversation list, on the left: the visitor's name (or email), their last message, the time and the website they wrote from. Those waiting for a reply carry a reply («responder») tag. It refreshes by itself.
- The thread, on the right: the visitor's messages and the replies. Each reply is marked "AI" (from your agent) or "Team" («Equipo», from you or your team).
- At the top right, the ⚙️ Settings and code button (owner only).
On a phone you see one or the other: the list, or the thread with a ← arrow to go back.
Step by step
Reply to a visitor
- Click their conversation in the list.
- Type in Write your reply… («Escribe tu respuesta…») and click Send («Enviar»), or press Enter (Shift + Enter adds a line break).
- The visitor sees your reply in the chat window on your website.
When you reply, the conversation switches to "🙋 you are handling it": your AI agent does not answer until the time shown in the thread's notice.
Hand the conversation back to your agent
In the notice "You are handling it: the AI will not answer until…", click Hand back to the AI («Devolver a la IA»). From then on it answers again.
Mark how each conversation is going
In the thread, the Status («Estado») dropdown has three options: Pending («Pendiente»), In progress («En curso») and Resolved («Resuelta»). Resolved conversations stop asking for a reply in the list.
See the record of the person writing to you
If the visitor left their details and is already in your agenda, a Record («Ficha») button appears at the top of the thread and takes you to their contact in the agenda.
Switch the chat on for your website
- Click ⚙️ Settings and code.
- Tick Chat switched on for my website («Chat encendido en mi web»).
- Under Websites where it works («Dominios donde funciona»), type the sites where you will put it, one per line (for example,
mysite.com; it also covers their subdomains). With no domain, the chat does not open on any website. - Click Save («Guardar»).
- Further down, under Code for your website («Código para tu web»), click Copy («Copiar») and paste that code into your page.
Change the look and the greeting
Under Look («Aspecto») you can set:
- Name the visitor sees and Photo or logo (https). If you leave them empty, your brand's are used.
- Colour and Position (bottom right or bottom left).
- Greeting («Saludo»): the first message the visitor sees.
- Language: the visitor's browser language, Spanish, English or Thai.
Click Save when you finish.
Ask for the visitor's details before starting
- Under Before starting, ask for («Antes de empezar, preguntar»), tick Name if you want to ask for it.
- For Email and Phone, choose No, Optional («Opcional») or Required («Obligatorio»).
- If you have a privacy policy, put its link in Your privacy policy (https): it will appear in the consent box.
- Click Save.
Make the chat work only during your opening hours
- Under Hours («Horario»), tick Only during hours («Solo en horario»).
- Tick the days you are available and set the opening and closing time for each.
- Under Outside hours, show this form («Fuera de horario, enseñar este formulario»), choose one of your forms to collect the message. If you choose None («Ninguno»), the chat stays open with a notice.
- Click Save.
If something does not go as expected
| What happens | Why | What to do |
|---|---|---|
| I do not see Your website chat in the menu | It needs the CRM or the Suite | Look inside More…, under Conversations, or ask in Help and contact |
| I do not see the ⚙️ Settings and code button | Only the account owner sees it | Ask the owner |
| The chat does not appear on my website | It is switched off, you have not pasted the code, or the website is not in the list | Check Chat switched on for my website, Websites where it works and that the code is on the page |
| The list is empty | Nobody has written yet | Try it yourself from your website |
| My agent does not answer a visitor | The conversation is marked "you are handling it" | Click Hand back to the AI |
| It will not let me save | Something is not valid (for example, a link without https) | Check the red message next to the Save button |
Related
- Inbox and unanswered messages: all your conversation channels together.
- My agent: what your AI agent knows and how it answers.
- Forms, short links and QR codes: the out-of-hours form.
- Contact agenda: the record of the person writing to you.