# 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](https://wyp.chat/en/help/assistant-ia)), or the one of the knowledge base for the website the visitor writes from (see [Several sites or brands: what your AI agent knows](https://wyp.chat/en/help/bases-connaissance)). 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](https://wyp.chat/en/help/organiser-equipe)): 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.

**Good to know** If your website sends a security policy (CSP) with `connect-src`, add `wss://app.wyp.agency` to it. Otherwise, the bubble checks for replies every 3 seconds instead of receiving them straight away. If it restricts images (`img-src`), also add `https://app.wyp.agency` to show your AI agent’s avatar. A visitor can start 3 new conversations per hour. After a new conversation, your AI agent starts from scratch and the bubble asks for the visitor’s email again.

## Related articles

- [Install the widget on your website](https://wyp.chat/en/help/installer-widget) Your website chat arrives in the same inbox as WhatsApp. All it takes is one line of code pasted into your website.
- [Set up your AI agent: what it knows and where it replies](https://wyp.chat/en/help/assistant-ia) Your AI agent is set up on a single page, Automation › AI agents, with four tabs: What it does, What it knows, How it replies and Where it replies.
- [Organise the team: teams, response times, quick replies, tags](https://wyp.chat/en/help/organiser-equipe) Teams share out the conversations, response times prevent anything being forgotten, and quick replies and tags save everyone time.

**Learn more**

- [Website chat, in the same inbox as WhatsApp](https://wyp.chat/en/channels/website-chat)
- [Industry AI agents, built for WhatsApp](https://wyp.chat/en/ai-agents)

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Source: https://wyp.chat/en/help/conversation-visiteur · Updated on 13 October 2026