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Kyloth

Set up website chat and handle a conversation

Let a signed-in visitor contact your team, then claim the conversation or hand it to a support case.

Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.

Where: Desk, Support inbox, Website chat; an enabled Commerce storefront

Before you continue
Website chat requires an enabled approved Desk preview. A manager controls the displayed availability; it is not automatic agent presence. This flow does not provide anonymous chat or message attachments.
  1. An owner or admin opens Website chat, enables chat and chooses Accepting conversations or Offline, accept messages for later. Save chat settings, then copy the supplied chat link into your website. Offline visitors can leave a message for later.
  2. The visitor signs into Desk and starts or returns to their conversation. For an enabled Commerce storefront belonging to the same business, Chat with us asks the visitor to sign in through Desk and connect their account to that shop. A reload or expired connection can require signing in again. Embedded Commerce chat uses the shop’s Kyloth address or its supported www alias. Once the shop’s own domain has been verified in Commerce, chat also works on that domain and its www alias; a domain that is only saved, or not yet verified, does not authorize chat. Other websites can still link to the standalone Desk chat URL, where the visitor opens Desk and signs in.
  3. A team member opens the conversation and claims it before replying or ending it. Members cannot take another current teammate’s assignment; owners and admins can reassign. Check the current transcript before replying.
  4. To continue as a support case, the assignee selects an active customer, independently verifies who the visitor represents and writes a private handoff summary. Review and choose Create support case. A new incoming message requires a fresh review.
  5. Open the created case to continue through its requester-reply workflow. The handoff creates one assigned case and approved requester access together. The original chat remains in the ended queue; the handoff summary stays private.

Checking periodically means live updates are unavailable or not configured. Use refresh to read the current conversation; it does not send another message. After an uncertain save, retry the unchanged operation and inspect the transcript before composing a replacement.

Optional website AI answers require separate activation and approved sources. They do not create leads or cases automatically. If a visitor chooses Share with support, they review the question, answer and sources before confirming; the team receives unverified visitor-shared context and must still check identity. Human conversation remains a separate choice.