# 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.

***

## 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!”*

***

## 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.

***

## 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.

***

## 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.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.quickreply.ai/overview/messaging-channels/website-chat/concepts.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.