Wix Smart Chat: Managing Your Settings

Visitors can get instant answers, day or night. This keeps your site responsive even when you're away, and helps capture leads and handle common questions automatically.

Visitors message you directly, and you reply from your Inbox. This is best to use if you want a personal, human touch in every conversation. This requires you (or your team) to be available to respond throughout the day.

Use scheduled hours to control exactly when your chat is active and if the AI Chat or Manual Chat handles it during those times. When there is no active time slot, the chat follows your offline settings.

When selecting this option, click View scheduled hours to customize the chat schedule:

• Set the time zone for your schedule.

• Choose the days and start/end times for each time slot.

• Decide who’s active in each slot (AI Chat or Manual Chat).

• Add or remove time slots to match your weekly routine.

Choose Inactive if you don’t want the chat to respond immediately. Your chat won’t provide live replies, but you can still keep the widget visible to collect visitor details, show an offline message, and let visitors leave a message.

Tip: Customize the offline settings to control what visitors see when the chat is inactive.

Select the checkbox next to the messages you want the AI to send visitors:

• Show a conversation starter when visitors open the chat: Write a welcome message to help site visitors know what they can ask and how the AI can help.

• Add a legal disclaimer in the chat: Enter a disclaimer in the field letting site visitors know that responses are AI-generated and may not always be accurate. This is helpful for setting expectations and supporting compliance needs. The disclaimer will appear once to every site visitor, right after the first welcome message.

Quick topics are clickable prompts that appear in the chat to help visitors start the right conversation faster, especially when they’re not sure what to ask.

Select the Generate start questions or topics checkbox. Then, customize the following elements:

• Intro text: Add a short line above the topics to guide visitors. For example: "Choose a topic to get quick answers:"

• Topics list: Add up to 5 topics. Each one appears as a clickable option in the chat and can be reordered or removed.

Tip: If you activated the AI Chat, test these questions first to make sure the AI knows how to answer them accurately.

Page overviews help site visitors stay oriented while they browse your site with the chat open. Select the checkbox to enable this feature. When enabled, the chat gives a short summary of the page they’re currently viewing, so visitors get quick context without leaving the conversation.

Choose to display a short personalized greeting at the start of a new Manual Chat. This helps set expectations, for example that you’ll reply soon, and guides visitors on what to ask before sending their first message.

1. Click Conversation starter.

2. Select the Show a conversation starter when visitors open the chat checkbox.

3. Type the text you want to appear at the start of a new Manual Chat.

4. Click Save at the top right.

Make it easier for your site's visitors to find answers to their questions by adding FAQ buttons in your Manual Chat. You can add up to 5 FAQs.

Note: This functionality only works when you have the Wix FAQ app installed and configured. Learn how to install the Wix FAQ app and create FAQs.

1. Click FAQ Buttons.

2. Select the Show FAQs in your chat checkbox.

3. (Optional) Edit the intro message above the buttons. You can use up to 80 characters.

4. Click + Add Question.

5. Select the checkbox next to each FAQ you want to show in the chat.

   Tip: Click Add New FAQ to create a question that isn't on the list yet.

6. Click Save at the top right.

Using a contact form is a great way to keep in touch with your site visitors. Once a visitor fills out the form, the information is sent to your inbox and contact list so you never miss a sales lead. The form will only get sent if the site visitor isn't recognized as a contact.

The following fields appear on the form by default. The Email field is mandatory, but you can deselect the other fields.

• Full name

• Email (this field is mandatory)

• Phone number

• Message

You can also customize the Intro message visitors see when they open the form as well the Success message after they submitted the form.

Tip: You can customize the form’s style and colors in your editor.

Choose when the contact form shows up during an AI Chat conversation, so you can capture leads at the right moment. Choose when to display it:

• Part of the welcome screen: This means the form shows as soon as the chat opens.

  Note: This may reduce AI chat engagement if site visitors need to fill it out before starting the conversation.

• When the AI can’t answer their question

• When they ask to talk to a real person

Choose when the contact form appears in Manual Chat, so you can collect visitor details before or during the conversation. Choose when to display it:

• Part of the welcome screen: Show the form as soon as the chat opens.

  • (Optional) Require the form before visitors can send a message.

• After they send a message: Show the form once the site visitors sends the first message

• Never: Don't show the contact form in the Manual Chat.

Choose where the chat widget appears, when it opens, and what it displays when minimized.

• Where should the chat widget appear? Choose which devices to show the widget on when visitors browse your site.

  • Desktop and mobile: Show the widget on every device.

  • Desktop only: Show the widget on desktop computers only.

  • Mobile only: Show the widget on mobile devices only.

• Choose when the chat widget opens: Decide if the chat opens automatically when visitors enter your site or stays minimized.

  • Open the chat when visitors enter your site: The chat opens automatically on page load, so visitors notice it right away and can start a conversation faster.

  • Keep the chat widget minimized when visitors enter your site: The chat stays closed until a visitor clicks it. This is a more subtle experience and gives visitors control over when to engage

    • (Optional) Show a message above the minimized chat: If the widget is minimized, you can set a short message that appears on the widget (e.g. "Need help?") to encourage visitors to open the chat.

    • (Optional) Show quick topics when the chat is minimized: Help visitors start the right conversation faster by providing your most common topics. Learn more about quick topics.

Choose on which pages the widget is shown:

• All Pages: The widget will appear on every page of your site.

• Specific Pages: Click Select Pages to deselect the pages you want to hide the widget on. Click Save to confirm your selection.

Note: When your site works with dynamic pages (e.g. Wix Stores or Wix Blog pages), the page template and all the pages using that template will not show the chat widget when you deselect the page.

Yes, you can design and customize the appearance of the chat to reflect your brand's style and voice.

Yes, you can monitor interactions by reviewing the conversations in your Inbox. This allows you to understand common questions and improve the AI's responses.

Yes, you can change the chat availability mode to Inactive and choose to hide the chat on your site under the When the chat is offline drop-down.

Hiding the chat from a page does not stop AI from using that page as a source. To prevent this, you need to exclude the page from the chat. Learn more about excluding site pages.

No. The intro message for the form as well as the success message are the same for both the the AI chat and the manual chat.