Skip to main content
Settings › Chat preferences controls how the chat widget behaves for visitors, how your team is alerted, whether visitors can ask for a person, and what happens when a chat ends.
The Chat preferences settings page

Settings › Chat preferences.

​
Widget behaviour

  • Open widget on new chat: expands the widget automatically when a new chat starts.
  • Open widget on new message: expands the widget automatically when a new message arrives.

​
Notifications

Sounds and browser notifications, for your team and for visitors. See Notifications.

​
Escalation

Allow escalation to agents lets visitors ask to talk to a person while Aura is answering. When it’s off, the Talk to an agent button is hidden for all your AI agents. Each agent can also turn escalation on or off in Personality & tone.

​
Post-chat

Chat transcripts emails a transcript automatically when a chat ends. Add the recipients: type each address and press Enter or a comma. Click Save at the top of the page to apply your changes.