Your chat widget can run in two ways. When the AI is on, it answers right away, day or night. When the AI is off, or it hands the chat to a person, a visitor sees a message asking them to leave their details so someone can get back to them. Neither one means the chat is broken.
Why it said "no one is available"
That message usually shows up for one of three reasons:
- The AI handed the chat to a human. It does this when someone asks for a person, when it can't find the answer, or after it fails to help twice. Then it sends a final message and pauses.
- The AI isn't turned on for the chat widget. Then the widget is a live chat, and with nobody watching, it collects contact details instead.
- The question was outside what the AI knows. If it's not in the knowledge base, a well-set-up bot hands it off instead of guessing.
The visitor's details still land in your inbox under Conversations, and the contact gets saved. You don't lose the lead. You just need to answer it.
How to tune it
Change the handoff message. Go to AI Agents > Conversation AI, edit your bot, and open Bot Goals. Under the actions, open Human Handover. The final message is what the visitor sees before the bot steps back. Make it yours, like "Thanks, Sam from our office will text you back within the hour." Only promise a time you can keep. If you don't see Human Handover under your bot's actions, email us and we'll turn it on.
Pick who gets the chat. In the same place, assign the conversation to a person and turn on the task. That gives someone a to-do with a 24-hour due time.
Set how long the bot stays paused. After a handoff, the bot waits before it jumps back in. Set the timer in days, hours or minutes.
Fix the answers it gets wrong. If the bot won't answer something you want it to, like whether you work with a certain kind of client, add the answer as a custom FAQ in the bot's knowledge base. If it says something you don't want, take that page out of the knowledge base. The full steps are in Controlling What Your AI Says.
Test it like a customer. Open your site on your phone and ask the question three different ways. Then ask for a person and see what happens.
Not sure which mode your chat is in? Email support@earnworthy.com and we'll check it with you.