> For the complete documentation index, see [llms.txt](https://docs.chizy.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.chizy.io/quick-setup-guide/set-up-live-chat/customize-live-chat-settings.md).

# Customize live chat settings

Live Chat has four tabs of settings — **General**, **Notifications**, **Human Handover**, and **Quick Replies**. Each one controls a different part of how the handoff works. This page walks through what each does and how to set it up.

You can prep every tab with Live Chat off — they all stay editable regardless of the master toggle. Flip Live Chat on when everything is ready.

### **General — the master switch**

The **General** tab has one job: turn Live Chat **On** or **Off** for your store. Below the toggle, three shortcut cards link to Notifications, Human Handover, and Quick Replies.

When you flip Live Chat on for the first time (and any time Pre-chat Survey isn't already collecting emails), Chizy shows a confirmation popup:

* **If Pre-chat Survey was off** — Chizy turns it on, adds **Email** as a required field, and sets it to only appear when a shopper asks for a human.
* **If Pre-chat Survey was on but Email wasn't collected** — Chizy adds **Email** as a required field and leaves your other fields untouched.

Click **Turn on** in the popup to accept. See "Turn off Live Chat" at the bottom for how this unwinds if you flip Live Chat back off later.

<figure><img src="/files/hLFCP7Yjfeeq0TBDiF6N" alt=""><figcaption></figcaption></figure>

### **Notifications — how you get pinged**

Open **Live chat settings → Notifications**. Three sections, set up in order:

{% stepper %}
{% step %}

### Choose when to get notified

Under **Triggering Events**, tick the boxes for the events you want notifications on:

* **AI transferred a conversation to human agent** — a shopper just asked for a person.
* **New unread message in Live Chat** — a shopper replied while your team was away.

Each event has an **Email** column and a **Web browser** column. Email boxes are ticked by default. Web browser boxes activate once you enable web push on the current device below.
{% endstep %}

{% step %}

### Turn on Web browser notifications

Web push is set per device and per browser — enable it on every laptop and browser your team will use.

1. On the **Web browser notification** card, click the toggle to **On**.
2. Chizy opens a guide window matching your browser: Chrome, Edge, Opera, Safari on macOS, or Firefox. Follow the prompt and click **Allow**.
3. Once granted, the toggle stays **On** and **Send test** activates. Click **Send test** to confirm the notification arrives.

If you accidentally block the browser permission, the guide window explains how to re-open it from your browser's site settings menu.
{% endstep %}

{% step %}

### Set up Email notifications

1. On the **Email notification** card, confirm the **Send to** address. Chizy prefills it from your Shopify store email.
2. Click **Add email receiver** to add teammates. Every address on the list receives every triggered email.
3. Click **Send test** to confirm delivery. Test works even when the Email toggle is off, so you can verify delivery before going live.

Email settings apply to your whole store — you can't route different events to different teammates in this version.
{% endstep %}
{% endstepper %}

### **Human Handover — the shopper-side experience**

Open **Live chat settings → Human Handover**. Three settings shape what shoppers see and how the AI behaves during a handoff.

{% stepper %}
{% step %}

### Staff name

Set the name shown on your team's messages inside the chat. If left blank, Chizy uses `Customer Support`. This name also appears in email subject lines.
{% endstep %}

{% step %}

### Alternative Contact Suggestions

Turn this on to let the AI suggest an email, phone number, or WhatsApp when a shopper asks for a person outside your live-chat hours. Fill in at least one contact method — Chizy blocks saving with all three empty. Values sync bidirectionally with your **Chat Window → Contact Display** settings.
{% endstep %}

{% step %}

### AI Resume Timeout

Set how many minutes Chizy waits for your team to reply before the AI resumes. Range: 1–15 minutes. Default: 5.
{% endstep %}
{% endstepper %}

### Quick Replies — save time on repetitive answers

Open **Live chat settings → Quick Replies**. Set up shortcuts your team can drop into any chat with `/`.

{% stepper %}
{% step %}

### Add a shortcut

In the **Add a quick reply** section, fill in:

* **Shortcut** — starts with `/`, then a short unique tag inside its category (e.g. `/greeting`, `/refund-policy`).
* **Category** — pick from the dropdown or type a new name to create one.
* **Shortcut message** — the message body. Use **B / I / U**, emoji, or the hyperlink tool for formatting.

Then click **Add shortcut**. The shortcut appears in the **Manage quick reply** section below, grouped under its category.
{% endstep %}

{% step %}

### Edit or delete a shortcut

In the **Manage quick reply** section, expand a category to see its shortcuts. Use the row-level **Edit** or **Delete** icons. Renaming a category renames it for every shortcut in it. Deleting the last shortcut in a category also removes the category itself.
{% endstep %}
{% endstepper %}

### Good to know

* **You can prep everything with Live Chat off.** All four tabs stay editable regardless of the master toggle — configure quietly first, flip on when ready.
* **Web push is per-device, but Triggering Events are per-store.** Change which events fire notifications once, and every teammate's browser follows the same rule.
* **Web push permission can be revoked in the browser.** If a teammate revokes Chizy in their browser settings, the toggle in the Notifications tab flips back to **Off** automatically and the warning banner reappears.
* **Email test doesn't need the toggle on.** Send a test even with Email notification off — useful when you're checking deliverability before go-live.

### Turn Live Chat off — and what happens to Pre-chat Survey

When you turn Live Chat off from **General → Turn off**, what happens to Pre-chat Survey depends on the `Only display when the customer requests "Talk to human."` tickbox inside Pre-chat Survey Settings at that moment:

* **Tickbox is ticked** — Pre-chat Survey turns off entirely. The tickbox becomes hidden.
* **Tickbox is un-ticked** — Pre-chat Survey stays on with its current fields (Email included). The tickbox becomes hidden.

Either way, you can re-adjust Pre-chat Survey freely from **Chat Window → Pre-chat Survey Settings** afterwards.