Contact options
Your agent handles most questions, but some need a person. Contact options are how visitors get to one.
Configure them under Contact in your dashboard. There are three types, and you can enable more than one.
A contact form in the widget. Submissions are forwarded to the address you set.
Options:
- Email address — where messages go
- Subject prefix — prepended to every subject, useful for filtering in your inbox
- Auto-reply — an automatic acknowledgement, with a message you write
Email is the safest default. It works everywhere and needs no third-party account.
Phone
Shows a phone number visitors can tap to call. Set the number and optionally the text shown alongside it, like "Call us, 9–5 GMT".
Set expectations in that text. A phone option with no hours attached generates calls at 3am and disappointed customers.
Chat
Hands the visitor to your live chat provider, carrying the page they were on and what they were asking about. See Connecting live chat.
Visibility and priority
Each option has two independent switches:
- Enabled — whether it's available at all
- Visible — whether its icon shows in the panel header
An option can be enabled but hidden. That's the AI-first setup: the agent tries to answer, and the contact route only surfaces when it can't. It keeps the human option available without inviting every visitor to skip straight to it.
Priority orders the options when more than one is enabled. Lower numbers come first.
Escalation
Even with contact options hidden, the widget will offer a human when the agent has low confidence and the visitor has asked several times. See When your agent escalates.