On this page
The widget works the moment it’s installed. These eight steps make it useful. Each takes a few minutes.
1. Write two greetings
In Chat settings › Greeting & translation, write one greeting for when agents are online and one for when they’re offline. Be specific about what people can ask: “Questions about sizes, shipping or returns? We reply in minutes.”
2. Set business hours
In Chat settings › Office hours, turn on office hours and pick your time zone, days and times. Outside those hours visitors see the offline greeting and can leave their email and question.
3. Add ten answers to the knowledge base
Open Live chat › Knowledge base and add the ten questions you answer most, as Q&A pairs. Shipping, returns, opening hours, prices, payment methods. Exact matches are answered instantly and don’t use AI answers.
4. Turn on the AI agent
In Chat settings › AI assistant, choose a mode. If you’re a small team, Only when all agents are offline is a good start: you answer during the day, Cubby covers nights and weekends.
5. Pin your top three questions
In Knowledge base › FAQ, pin three Q&A pairs. Visitors see them on the first screen of the chat and can open the answers without starting a conversation.
6. Save five canned replies
In Live chat › Canned replies, save the replies you type every day. In the inbox, type / to insert one.
7. Invite your team
In Live chat › Agents, invite colleagues. Use the Agent only role for support staff who shouldn’t see website analytics. Then turn on auto-assignment in Chat settings › Appearance.
8. Connect notifications
Allow desktop notifications in your browser, and connect email, WeCom, DingTalk, Feishu or a webhook so new conversations reach you when the dashboard isn’t open.
Come back after a week and open Live chat › Reports. The busy-hours grid and the knowledge base hit rate tell you what to adjust next.