You can configure various chat-related settings under Admin>>Apps & Add-ons>>Chat Settings.
You the toggle button to enable/disable the chat for both contacts and support reps.
You can configure the following contact-specific settings under Contacts Settings tab.
Enable/disable chat feature for contacts using the toggle button.
Chat Response Time: To configure chat response time, enter the preferred time in seconds in the textbox.
Preferences: You can enable or disable the following using the respective toggle buttons.
Automatically create request from the closed chat
Assign support rep for the request create from closed chat.
Allowing contacts to initiate a chat.
Mandate support groups to initiate chat.
Exclusions: You can exclude chat feature for specific customer accounts, support group, or support rep. To do this, select one or more accounts, support groups, or support reps from the respective combo boxes.
Configure Messages: Customize your Welcome Message, Missed chat message, and Transfer chat message using the respective text boxes.
Support rep-specific settings
Under Support Rep settings tab, you can do the following using the respective toggle buttons.
Enable/disable chat feature for support reps.
Enable/disable chat feature during request collaboration.
Integrate Live Chat
You can also integrate live chat with your website as described below.
1. Go to Admin>>Apps & Add-ons>>Chat Settings.
2. Click Integrate Live Chat on the left pane.
3. Click Add Live Chat toggle button.
4. Copy the displayed code and paste it just before the closing tag of the website's HTML source code.
5. Click Save.