Live Chat

Q: How do I add a live chat to my website?

Open Chat Tools›Live Chat, select Create New, fill in Chat title, Introductory message and the two hours messages, and select Save. Open the widget again, copy the code from Installation and paste it into your website before the closing tag.

Q: Why is the live chat setup missing from my sidebar?

Chat Tools›Live Chat shows only to users with the Widgets permission under Chat Tools. An administrator sets it in Admin›Users, on the user’s Access Rights tab. Answering the chats needs the Chats permission under Main as well.

Q: Can I have more than one widget?

Yes. Each widget on Chat Tools›Live Chat has its own colours, texts, hours and code, and its chats arrive under Chats with its Chat title as the account name. Use one per website or brand.

Q: Where do I set the hours when the widget uses the company working time?

In Admin›Company Settings, in the Working Time card; see Company Settings. A widget with Use Working time from Company Settings on follows every later change there, including new holidays, so you keep one set of hours for tickets, auto-responses and the widget.

For: Administrators who set up the chat window on the company websiteRequires: The Widgets permission under Chat Tools; live chat is part of every planScreenshots show sample data

The Live Chat screen is where you set up the chat window on your website. Each widget is one chat window: its colours, its texts, the hours it counts as open, what it asks visitors, and the code you paste into your website. Visitors’ conversations then arrive under Chats, where your team answers them. Open the screen from Chat ToolsLive Chat in the sidebar. It is used by whoever looks after the website and the chat setup; agents who only answer chats never need it.

What you can do here

See your widgets. The screen lists one row per widget, named by its chat title, so a shop with two websites can run two chat windows with different looks and hours. The screen at a glance
Create a widget. Create New opens a form that starts with Replyco’s blue theme, the right-hand corner and your company working time; you write four short texts and save. Create a widget · Live chat widget
Match the widget to your shop. Pick the main and background colours and the corner of the page the chat button sits in. Change how a widget looks
Write what visitors read. The chat title, a greeting, and one line for open hours and one for closed hours. Write the widget’s texts
Decide when the widget counts as open. Use your company working time, or give the widget its own days, hours and holidays. Set the widget’s working hours · Working time
Choose what the widget does on the website. Six switches decide whether it hides outside working hours, greets visitors, plays a sound, shows on phones, asks for privacy consent and records the page a visitor wrote from. Choose the widget’s preferences
Switch a widget off, or pass messages to your own system. Active takes the widget off every website at once; Webhook sends each visitor message to an address you choose. Switch a widget off or connect a webhook
Install the widget. Copy the widget’s own code and paste it into your website. Install a widget on your website · Live chat widget
See who changed a widget. Change Logs lists who created the widget and every later change with the old and new value. See who changed a widget
Delete a widget. One confirmation, and the chat window is gone from every website that loads it. Delete a widget

The screen at a glance

The Live Chat screen in Replyco, opened from Chat Tools in the sidebar. Under the heading Live Chat and the line "Customize and install live chat widgets on your website to connect with visitors in real time." two widgets are listed as rows: Northwind Live Chat and Northwind Outlet Chat, each with a pencil icon to edit and a bin icon to delete at the right end. The rest of the panel is empty because no widget is selected. At the top right, the highlighted Create New button opens an empty widget form below the list. — The Live Chat screen lists one row per widget; Create New starts another one.

Region	What it shows	What you do there
Header	Live Chat, the line Customize and install live chat widgets on your website to connect with visitors in real time. and Create New	Start a new widget
Widget rows	One row per widget with its chat title, a pencil and a bin	Open a widget, delete it
Editor, below the rows	The selected widget’s tabs: Appearance, Widget Settings, Installation and Change Logs; a new widget has only the first two	Change and save the widget, copy its code, read its history

Only one widget is open at a time. The list shows No data... when your company has no widget yet.

Open Chat ToolsLive Chat and select Create New. An empty form opens below the list on the Appearance tab.

A new widget starts with Replyco's blue theme, the right-hand position and your company working time; only the texts are empty.
What this screenshot shows
Screen
Live Chat (/live-chat-settings)
Highlighted
textbox “Chat title”, editor-appearance-tab, empty. names the widget
Also visible
tabs Appearance and Widget Settings (no Installation or Change Logs before saving); Theme #39a7e3, Background color white; Position Right; Use Working time from Company Settings ON; empty text fields
Purpose
create a widget
Fill in Chat title, Introductory message, During business hours message and Outside business hours message. All four are required.
Change the colours, the position, the working time and the switches if the defaults do not suit you. The defaults are listed in Every control, explained.
Select Save. Replyco shows Success, closes the form and adds the widget to the list. Open it again to find the Installation tab with its code.

A new widget is switched on (Active) from the moment you save it, but it appears only on websites where you have pasted its code. Every user of your company at that moment gets access to the new widget’s chats; colleagues you invite later need it ticked for them in AdminUsers, see Users.

If a text is empty, or you switched off Use Working time from Company Settings and left the days or a time empty, Replyco shows All fields must be completed. and saves nothing.

The new widget form on the Live Chat screen after selecting Save with the texts still empty. At the top right a pop-up with a red cross icon says "All fields must be completed." and is highlighted. Behind it the form shows the empty Introductory message, During business hours message and Outside business hours message fields, then the switches Widget visibility outside working hours ON, Show welcome message OFF, Play sound for new messages ON, Widget on mobile devices ON, Privacy Policy (GDPR) OFF and Message page tracking OFF, and the Cancel and Save buttons. Nothing was saved. — Replyco saves a widget only when the chat title and all three messages are filled in.

For example, for the Northwind Electronics shop you might create “Northwind Live Chat” with the greeting Hi! How can we help you today?, the open-hours line We usually reply within a few minutes. and the closed-hours line We are offline now and will reply in the morning.

Select the widget’s row, or its pencil. The editor opens on Appearance.
Select the swatch under Theme or Background color. A colour picker opens: drag in the colour field, type a hex code, or pick one of the preset colours.
Turn Position to Left or Right for the corner the chat button sits in.
Select Save.

The Northwind Live Chat widget open for editing on the Live Chat screen, on the Appearance tab. Below the Theme swatch a colour picker is open and highlighted: a colour field, a hue slider and an opacity slider, the fields Hex (39A7E3), R 57, G 167, B 227 and A 100, and two rows of preset colours. Next to it Background color shows a white swatch, and further down Position is Right and Use Working time from Company Settings is ON. A new colour applies to the form at once and is kept only after Save. — Theme and Background color open a colour picker; type a hex code to match your shop's brand colour.

Theme colours the chat button, the header of the chat window, the welcome bubble and the widget’s buttons; Background color fills the area behind the messages. A new colour shows in the form at once, but nothing changes on your website until you save, and visitors see it the next time a page loads the widget.

Write the widget’s texts

The four texts sit on the Appearance tab, under the working time. Visitors see them exactly as you type them.

Text	Where visitors see it	Example
Chat title	The heading of the chat window before a conversation starts. It is also the widget’s name in Replyco: in the list on this screen, in the chat list under Chats, in Filter by Account and in user access rights	Northwind Live Chat
Introductory message	Under the title; at the top of the window during a conversation and in the form that asks for the visitor’s email; in the welcome bubble when Show welcome message is on	Hi! How can we help you today?
During business hours message	A line under the greeting while the widget counts as open	We usually reply within a few minutes.
Outside business hours message	The same line while the widget counts as closed	We are offline now and will reply in the morning.

The two hours messages are a line of text in the widget, chosen by the working time; they are not added to the chat. To answer visitors automatically with a chat message, use Auto-responses for chats. Replyco sets no length limit on the texts.

Set the widget’s working hours

The widget uses working time for two things: which of the two hours messages it shows, and, when Widget visibility outside working hours is off, whether it shows at all.

On Appearance, leave Use Working time from Company Settings on to use the working days, hours and holidays of your company. They are set in AdminCompany Settings; see Company Settings.
To give this widget its own hours, turn the switch off. The working time controls open under it.
Select the days under Working days; selected days are blue. Set the start and end time under Active between. The same hours apply to every selected day.
(Optional) Add days off under Holidays: pick a date, and it appears as a chip. Select the cross on a chip to remove it.
Select Save.

The Appearance tab of the Northwind Outlet Chat widget on the Live Chat screen, scrolled to its working time. Use Working time from Company Settings is OFF, so the widget's own hours show: Use Working Time Range OFF, Working days with Monday to Saturday selected in blue and Sunday grey, the highlighted Active between with 08:00 and 17:30, and Holidays with 25 Dec, 26 Dec and 1 Jan, each removable with its cross, above a Select date picker. Below start the Chat title and Introductory message fields. — With company working time switched off, a widget has its own days, one daily time span and its own holidays.

For a team that works one continuous stretch, turn on Use Working Time Range. The days and hours give way to Active From and Active To, each with a day and a time, and the whole stretch counts as open.

The working time of the Northwind Outlet Chat widget on the Live Chat screen after switching Use Working Time Range ON. Instead of the round day buttons, two rows appear: the highlighted Active From with the day Monday and the time 08:00, and Active To with the day Saturday and the time 17:30. Holidays still lists 25 Dec, 26 Dec and 1 Jan. In this mode the widget counts as open from Monday 08:00 without a break until Saturday 17:30. The change is not saved until Save is selected. — Use Working Time Range turns the hours into one continuous stretch, from a start day and time to an end day and time.

For example, the Northwind Outlet Chat uses Monday to Saturday, 08:00–17:30, and closes on 25 December, 26 December and 1 January. A holiday repeats every year on the same day and month, and the date picker ignores a date whose day and month are already in the list. The times are in your browser’s time zone. The exact minute rules, overnight hours and the time zone are explained in Live chat widget.

When you turn Use Working time from Company Settings back on, the widget’s own hours are kept but not used.

Choose the widget’s preferences

Six switches follow the texts on the Appearance tab. They save with Save.

The lower part of the Appearance tab of the Northwind Live Chat widget on the Live Chat screen. The Outside business hours message field reads "We are offline now and will reply in the morning." Below it six switches, all ON: Widget visibility outside working hours, Show welcome message, Play sound for new messages, Widget on mobile devices, Privacy Policy (GDPR), which is highlighted, and Message page tracking, each with a one-line description. Cancel and Save close the tab. With Privacy Policy (GDPR) on, visitors must tick a consent box before they can chat. — Six switches decide when and where the widget appears, and what it asks and records.

Switch	New widgets	On	Off
Widget visibility outside working hours	On	The chat button stays on the website outside working hours, with the closed-hours line	The widget disappears outside working hours
Show welcome message	Off	A bubble with the greeting pops up next to the closed chat button until the visitor closes it	No bubble
Play sound for new messages	On	The visitor’s browser plays a sound when your team’s reply arrives	Silent for the visitor
Widget on mobile devices	On	The widget shows on phones and tablets	The widget is hidden on phones and tablets
Privacy Policy (GDPR)	Off	Visitors must tick a consent box before they can chat	No consent box
Message page tracking	Off	Each visitor message carries the address of the page it was sent from, shown as from the page in the chat	No page address

Play sound for new messages is about the visitor. Whether you hear new chats in Replyco is your own choice in Notifications. The consent box names Replyco and links to Replyco’s privacy policy, not your own; what the widget stores, and where, is in Live chat widget.

Open the widget and select the Widget Settings tab.
Turn Active off to take the widget off every website that loads its code, or on to bring it back.
(Optional) Type an address into Webhook. Open Message Schema for Webhook Transmission to see the fields Replyco sends.
Select Save.

The Widget Settings tab of the Northwind Outlet Chat widget on the Live Chat screen. Active is switched ON. Below, the highlighted Webhook field holds https://hooks.example.com, under the description "Configure your own webhook to process incoming messages." The expanded Message Schema for Webhook Transmission shows the fields id, chatId, text, createdDate, customerName, customerEmail and attachmentUrl with their types. Cancel and Save are at the bottom right. — Widget Settings switches the widget on or off and can pass each visitor message to a webhook of your own.

With a webhook, Replyco sends every message a visitor writes in this widget to that address, as it arrives. Your team’s replies are not sent. The address starts with http:// or https://, for example https://hooks.example.com. Leave the field empty for no webhook.

Switching a widget off keeps all its settings and its chats. What the webhook sends, and what happens when your address does not answer, is in Live chat widget.

Open a saved widget and select the Installation tab. A new widget gets the tab after its first save.
Select Copy under the code. The link reads Copied for five seconds.
Paste the code into your website’s template before the closing </body> tag, on every page where the chat should appear, and publish the change.

The Installation tab of the Northwind Live Chat widget on the Live Chat screen. Under the heading Code and the instruction "Copy code and paste it into your website template code before the closing </body> tag" is the widget's code: an empty div with the id replycoChat and a script that sets the widget ID d097cc4f-c257-4adb-09fb-08dbfd5ab7a1 and loads https://app.replyco.com/extensions/widget.js. Below the code, the highlighted Copy link copies the whole code to the clipboard and changes to Copied for five seconds. — Each saved widget has its own code; paste it into your website before the closing body tag.

The code is an empty div with the ID replycoChat and a short script that names your widget and loads the chat from https://app.replyco.com/extensions/widget.js. Paste all of it: the chat is drawn inside that div. Each widget has its own code, so pasting the code of a different widget on another site gives that site its own look and hours. Notes for Shopify, WordPress, Magento and BigCommerce are in Live chat widget.

Changes you save later reach the website without touching the code again: visitors get them the next time a page loads.

Open the widget and select Change Logs. Each row names the colleague and the time. A row that says the widget was updated opens when you select it and lists each changed setting, with the old and the new value for texts and colours, and on or off for switches.

The Change Logs tab of the Northwind Live Chat widget on the Live Chat screen. The first row says Chloe Osborne created this live chat, dated 06/10/2025 08:31. The second row, Laura Graf updated this live chat, dated 23/02/2026 14:05, is expanded and lists two changes: property Outside business hours message, highlighted, was changed from "We are offline now." to "We are offline now and will reply in the morning.", and property Show welcome message was turned on. — Change Logs shows who created a widget and who changed which setting, with the old and new value.

For example, the history of the Northwind Live Chat shows that Chloe Osborne created it and that Laura Graf later changed Outside business hours message and turned on Show welcome message.

Select the bin in the widget’s row.
Replyco asks Are you sure?. Select Yes to delete, or No to keep the widget.

The Live Chat screen with the bin icon of the Northwind Outlet Chat row selected. A small pop-up above the icon asks "Are you sure?" with the buttons No and Yes; Yes is highlighted. The Northwind Live Chat row above stays unchanged. Selecting Yes deletes the widget at once: it disappears from the list and from the website, and Replyco shows a Success message. No keeps the widget. — Deleting a widget asks once; after Yes it is gone from the list and from every website that loads it.

Deleting cannot be undone. The widget disappears from this list, from your colleagues’ access rights and from every website that loads its code; the page shows no chat button from then on. The chats it already brought in stay under Chats with their messages. If you only want to pause the chat, switch off Active instead.

Every control, explained

The controls of the Live Chat screen, from the list to the four tabs of the editor.

Where

Below the header, one row per widget. The whole row and the pencil open the widget; the bin deletes it.

What

Each row shows the widget’s Chat title. Opening another row, or Create New, replaces the open editor without a warning, and changes you have not saved are lost.

Why

One widget per website or brand keeps looks and hours apart.

Create New

Where

Header, right.

What

Opens an empty widget with the tabs Appearance and Widget Settings. Defaults: Theme #39a7e3, Background color white, Position Right, Use Working time from Company Settings on, Widget visibility outside working hours, Play sound for new messages and Widget on mobile devices on, the other switches off, Active on, no webhook.

Why

The defaults give a working widget as soon as the texts are written.

Tabs

Tab	What it holds	Shown
Appearance	Colours, position, working time, texts, the six switches, Cancel and Save	Always
Widget Settings	Active, Webhook, the schema, Cancel and Save	Always
Installation	The code and Copy	Saved widgets
Change Logs	The history	Saved widgets

Switching tabs keeps what you typed; Save on either of the first two tabs saves both.

Theme and Background color

Where

Appearance, top. Select the swatch to open the colour picker; select outside it to close it. Saved with Save.

What

Theme is the main colour of the chat button, the window’s header, the welcome bubble and the buttons; Background color is the area behind the messages. The picker takes a hex code, R, G and B values or a preset.

Why

A chat window in your shop’s colours looks like part of the shop.

Position

Where

Appearance, under the colours. A switch showing Right or Left.

What

The bottom corner of the page where the chat button sits. New widgets start on Right.

Why

Move the chat away from a cookie banner or a basket button in the same corner.

Use Working time from Company Settings

Where

Appearance, under Position. Turning it off opens the working time controls.

What

On (the default): the widget follows the working days, hours and holidays in Company Settings, including later changes there. Off: the widget uses its own working time. Saving with the switch off needs at least one day and both times.

Why

One set of hours for the whole company is easier to keep right; a separate website with other opening hours needs its own.

Working time controls

Control	What it does	Why
Use Working Time Range	Off: selected days with one daily time span. On: one stretch from Active From to Active To, each a day and a time; the days in between count as open all day, and the stretch can run across the weekend	Teams that work shifts over several days
Working days	Round buttons from Sunday to Saturday; blue days are working days. New widgets start with Monday to Friday	The days you answer chats
Active between	Start and end time, the same for every working day; an end before the start means hours across midnight	Your daily opening hours
Active From, Active To	Start and end of the stretch, with Use Working Time Range on	A stretch such as Monday 08:00 to Saturday 17:30
Holidays	Dates that count as closed all day, every year on the same day and month; select a chip’s cross to remove it	Bank holidays and shop closures

Chat title

Where

Appearance, first text box. Required.

What

The heading visitors see in the chat window, and the widget’s name everywhere in Replyco: this list, the chat list, Filter by Account, user access rights and auto-response rules.

Why

Visitors see whom they are talking to, and your team sees which website a chat came from.

Introductory message

Where

Appearance, under the title. Required.

What

The greeting under the title, at the top of the conversation and the email form, and in the welcome bubble.

Why

The first thing a visitor reads; it tells them what to ask.

During business hours message and Outside business hours message

Where

Appearance, under the greeting. Both required.

What

A line in the widget under the greeting: the first while the widget counts as open, the second while it counts as closed. They are not sent as messages.

Why

Visitors know whether to wait for an answer now or later.

Where

Appearance, first of the six switches. On for new widgets.

What

On: the widget stays on the website outside working hours, and visitors can still write. Off: the widget is not shown outside working hours.

Why

Keep it on to collect questions overnight; turn it off if nobody should expect a chat outside your hours.

Show welcome message

Where

Appearance, second switch. Off for new widgets.

What

On: a bubble with Introductory message appears next to the closed chat button. It stays away once the visitor closes it in that browser, and does not show once the conversation has messages.

Why

Invites visitors to ask before they leave the page.

Play sound for new messages

Where

Appearance, third switch. On for new widgets.

What

On: the visitor’s browser plays a short sound when a reply from your team arrives. It has no effect on sounds in Replyco.

Why

Visitors who switched to another tab notice your answer.

Where

Appearance, fourth switch. On for new widgets.

What

Off: the widget does not show on phones and tablets, judged by the browser’s own description of the device.

Why

On a small screen a chat button can cover your shop’s buttons.

Where

Appearance, fifth switch. Off for new widgets. Not shown to companies registered in Replyco’s German region.

What

On: the form that asks for the visitor’s email also shows a required consent sentence in English with an Agree checkbox; the visitor cannot start the chat without ticking it.

Why

Visitors agree actively before they give their name and email.

Message page tracking

Where

Appearance, last switch. Off for new widgets.

What

On: each visitor message carries the address of the page it was written on, shown as from the page in the conversation. Messages sent while it was off have no address.

Why

You see which product page a question came from without asking.

Cancel and Save

Where

Bottom right of Appearance and Widget Settings.

What

Save checks the form, saves both tabs, shows Success and closes the editor. Cancel closes the editor and drops unsaved changes.

Why

Nothing reaches your website until you save.

Active

Where

Widget Settings, top. On for new widgets. Saved with Save.

What

Off: the widget no longer appears on any website that loads its code. Its settings and chats are kept.

Why

Pause the chat, for example during a holiday closure, without removing the code.

Webhook and Message Schema for Webhook Transmission

Where

Widget Settings, under Active. The schema opens and closes with its arrow.

What

An address, starting with http:// or https://, that receives every visitor message of this widget; see Switch a widget off or connect a webhook. The schema lists the message ID, chat ID, text, time, visitor name and email, and a link to an attached file.

Why

Pass website questions to a CRM or another tool as they arrive.

Code and Copy

Where

Installation tab of a saved widget.

What

The widget’s installation code with its widget ID; Copy copies all of it and reads Copied for five seconds.

Why

The code is the only thing your website needs; it stays the same when you change the widget.

Change Logs

Where

Last tab of a saved widget. Select an update row to open it.

What

Who created the widget, and who changed it when, with the settings that changed.

Why

When the chat suddenly looks or behaves differently, you see who changed what.

Who sees what

Part of the screen	What decides whether you see it
Chat ToolsLive Chat in the sidebar	The Widgets permission under Chat Tools, set per user in AdminUsers; see User permissions and roles. Live chat is part of every plan, though companies on an older plan may not have it; see What each plan includes
Installation and Change Logs	A saved widget
The working time controls	Use Working time from Company Settings off
Active From and Active To	Use Working Time Range on
Privacy Policy (GDPR)	Companies outside Replyco’s German region

Who answers a widget’s chats is set separately, per user, in the Live Chat section of Access Rights; see Users.

What you need to know

Topic	Fact
Number of widgets	No limit on this screen; each has its own code
Saving	Nothing saves on its own; Save saves both editable tabs and closes the editor
Required	Chat title and the three messages; with own working time, at least one day and both times
Webhook	Visitor messages only; the address starts with `http://` or `https://`
Working time	Company working time by default; holidays repeat every year; times in your browser’s time zone
Reaching the website	Saved changes show on the next page load; the code never changes
Access to chats	Everyone in the company when the widget is created; later users by an admin
Deleting	Removes the widget from websites and access rights; its chats stay
Visitor language	The widget’s own buttons and form are in English; your texts show as you type them

Frequently asked questions

Setting up

How do I add a live chat to my website?

Open Chat ToolsLive Chat, select Create New, fill in Chat title, Introductory message and the two hours messages, and select Save. Open the widget again, copy the code from Installation and paste it into your website before the closing </body> tag.

Chat ToolsLive Chat shows only to users with the Widgets permission under Chat Tools. An administrator sets it in AdminUsers, on the user’s Access Rights tab. Answering the chats needs the Chats permission under Main as well.

Why is there no Installation tab?

A new widget has only Appearance and Widget Settings. Select Save, then open the widget again from the list on Chat ToolsLive Chat: Installation and Change Logs are there.

All fields must be completed. means Chat title, Introductory message, During business hours message or Outside business hours message is empty, or Use Working time from Company Settings is off and no working day or no start or end time is set. Fill them in on Appearance and select Save again.

Yes. Each widget on Chat ToolsLive Chat has its own colours, texts, hours and code, and its chats arrive under Chats with its Chat title as the account name. Use one per website or brand.

Hours and texts

Not through its texts: During business hours message and Outside business hours message are a line of text inside the widget, and Replyco picks one by the widget’s working time. For an automatic chat reply, set up a rule in Chat auto-response rules with the widget; how those replies work is in Auto-responses for chats.

In AdminCompany Settings, in the Working Time card; see Company Settings. A widget with Use Working time from Company Settings on follows every later change there, including new holidays, so you keep one set of hours for tickets, auto-responses and the widget.

Do holidays have to be entered again every year?

No. A date under Holidays counts every year on the same day and month. Holidays that move, such as Easter Monday, need their new date each year, and the old one removed with the cross on its chip.

Yes. Turn off Widget visibility outside working hours on Appearance and select Save. Outside the widget’s working time, the chat button then does not appear on your website.

Website and visitors

No. The code only names the widget. Colours, texts, hours and switches you save on Chat ToolsLive Chat reach visitors the next time a page loads the widget.

How do I take the chat off my website for a while?

Open the widget, select Widget Settings, turn off Active and select Save. The widget disappears from every website that loads its code; its settings and chats are kept. Turn it on again to bring it back.

They stay under Chats with all their messages. The widget itself disappears from every website and from users’ access rights, and it cannot be restored. To pause the chat instead, switch off Active.

Can visitors write in German?

Yes, visitors can write in any language. The widget’s own buttons and form fields are in English only; the title, greeting and hours lines show exactly as you type them, so write them in your visitors’ language.

Webhook and history

What does the webhook send?

Every message a visitor writes in the widget, as it arrives, with the fields listed under Message Schema for Webhook Transmission on the Widget Settings tab: message ID, chat ID, text, time, the visitor’s name and email, and a link to an attached file. Your team’s replies are not sent. The full example is in Live chat widget.

How do I see who changed our live chat?

Open the widget on Chat ToolsLive Chat and select Change Logs. Select an update row to see each changed setting with its old and new value.

Troubleshooting

Symptom	What to check
Chat ToolsLive Chat is missing	Your user needs the Widgets permission; an admin sets it in AdminUsers.
All fields must be completed.	All four texts filled in? With own working time: at least one day and both times?
No Installation tab	The widget is not saved yet; save it and open it again.
The chat does not appear on the website	In order: is Active on? Is the whole code, `div` included, on that page and published? Is it outside working hours with Widget visibility outside working hours off? A phone with Widget on mobile devices off? Was the widget deleted? More in Live chat widget.
The widget shows the closed-hours line during opening hours	Is Use Working time from Company Settings on, and are the company hours right? Is today in Holidays? See Live chat widget.
A change does not show on the website	Was Save selected, and did Success appear? Reload the website page.
Changes disappeared	Opening another widget or Create New before Save drops them; check Change Logs for what was saved.
A colleague does not see the widget’s chats	Tick the widget for them in AdminUsers, Access Rights, section Live Chat. Replyco decides who is responsible for a chat when it starts, so older chats reach them only when someone assigns them.
The consent box does not appear	Privacy Policy (GDPR) on and saved? The consent box shows in the form that asks for the visitor’s email, not before.

Live Chat

What you can do here

The screen at a glance

Create a widget

Change how a widget looks

Write the widget’s texts

Set the widget’s working hours

Choose the widget’s preferences

Switch a widget off or connect a webhook

Install a widget on your website

See who changed a widget

Delete a widget

Every control, explained

Widget rows

Create New

Tabs

Theme and Background color

Position

Use Working time from Company Settings

Working time controls

Chat title

Introductory message

During business hours message and Outside business hours message

Widget visibility outside working hours

Show welcome message

Play sound for new messages

Widget on mobile devices

Privacy Policy (GDPR)

Message page tracking

Cancel and Save

Active

Webhook and Message Schema for Webhook Transmission

Code and Copy

Change Logs

Who sees what

What you need to know

Frequently asked questions

Setting up

How do I add a live chat to my website?

Why is the live chat setup missing from my sidebar?

Why is there no Installation tab?

Why does Replyco refuse to save my new widget?

Can I have more than one widget?

Hours and texts

Can the widget answer visitors automatically when we are closed?

Where do I set the hours when the widget uses the company working time?

Do holidays have to be entered again every year?

Can the widget be hidden when we are closed?

Website and visitors

Do I need to change the code on my website after changing the widget?

How do I take the chat off my website for a while?

What happens to the chats when I delete a widget?

Can visitors write in German?

Webhook and history

What does the webhook send?

How do I see who changed our live chat?

Troubleshooting

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