> For the complete documentation index, see [llms.txt](https://docs.quickreply.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.quickreply.ai/overview/messaging-channels/website-chat/concepts.md).

# Concepts

## How Does Live Chat Work?

Live Chat operates through a **JavaScript-based web widget** added to the website’s code. When a visitor lands on the site, the widget allows them to send a message, triggering an automated or human response from the support team.

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## URL-Based Auto-Bot Triggers

Live Chat can initiate automated responses based on the page URL. For example:

* A visitor on the **Pricing page** can receive a message: \*“Need help choosing a plan? Chat with us!”\**us!”*
* A user browsing **FAQs** may get a suggestion: *“Didn’t find what you were looking for? Let’s chat!”*

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## Visibility Settings – Where & When Live Chat Appears

Businesses can configure chat widget visibility based on:

* **Specific web pages** – Show chat only on product pages or checkout pages.
* **User behavior** – Trigger chat after a certain duration on a page.
* **Visitor type** – Enable or disable chat for logged-in users or guest visitors.

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## Session Management & Chat Persistence

* **Chat Session Timeout** – After a predefined inactivity period, the chat resets for new visitors.
* **Returning Visitors** – This can be recognized for continuity in conversations if persistent session tracking is enabled.
* **Multi-Agent Support** – Allows different support agents to handle live chats based on departments or expertise.

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## Chat History & Data Storage

* **Session-Based History** – Visitors can access previous conversations during their active session.
* **Stored Chat Logs** – Businesses can retain conversation data for future reference, enabling personalized interactions.