The website chat for your visitors: live replies and new conversation

In the bubble on your website, your replies appear straight away, whether they come from WYP.chat, the app, Slack, your AI agent or a scenario. The visitor also sees when the team is typing.

What the visitor sees

• Your reply arrives in less than a second, without reloading the page.
• Three dots show while a team member is typing a reply. An internal note is never visible.
• If they leave the page, they can leave their email: your reply then reaches them by email.
• Web addresses written in a message are clickable, even without “https://” (for example wyp.chat/aide); they open in a new tab. An email address stays as plain text.

Your AI agent’s replies

Under each reply from your AI agent, the visitor sees its avatar, its name and the label Automatic reply, for example “Coucou, AI agent · Automatic reply”, followed by the time. It is the same look as in WYP.chat (Coucou or Allô): the one chosen in Automation › AI agents, Its look section (see Set up your AI agent), or the one of the knowledge base for the website the visitor writes from (see Several sites or brands: what your AI agent knows). A reply keeps the look of the agent that wrote it, even if you change it later.

• The Automatic reply label cannot be removed: the visitor always knows an AI is replying, as the EU AI Act requires.
• If the image does not show (website security policy, network), a small “IA” circle replaces it, with the same label.
• Replies from a team member do not change: their first name and the time.

The bubble header

Under your business name, the bubble says what is really happening, based on your opening hours:

• Online · replies in a few minutes: you are open.
• Closed · reply tomorrow from 9 am: you are closed, with the time you are back.
• The AI agent replies now · the team is back tomorrow from 9 am: you are closed and your AI agent replies on its own on the website chat.
• We reply as soon as we can: no opening hours are set. WYP.chat cannot tell whether the team is there, so the bubble does not say “Online”.

The hours are the website chat’s, otherwise the channel’s in Settings › Team (see Organise the team): the same ones your AI agent and scenarios use. The time follows the visitor’s language (“9 h”, “9:00”, “9 am”). On a phone, the second part is shortened, except the time you are back when you are closed.

New conversation

1. As soon as the visitor has written, the pencil icon New conversation appears at the top of the bubble, next to the close button.
2. When clicked, the thread empties. The New conversation started banner stays for 6 seconds: Undo brings back the previous thread.
3. A finished conversation offers New conversation next to Resume the conversation.

For the team, nothing is lost: it is the same conversation, split by the line “The visitor started a new conversation”. A resolved conversation only reopens with the visitor’s first message.