# Live Chat FAQ

<details>

<summary>Can I send live chat email follow-up?</summary>

Missive Live Chat can be set to send an automatic email follow-up so you can be sure your customers always get their answers. When configured, anytime an answer is unread after a set amount of time, a summary of the conversation will be sent to the visitor's email address.

**To enable email follow-up in the live chat, follow the steps:**

1. Go to **Settings** > **Accounts**, then select the live chat account.
2. Select the **Setup** tab
3. Open the Configure menu
4. Configure the Email follow-up section

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-95233e3bab5acd3e97413caa86f3783d581b3347%2Ffaq-live-chat-email-follow-up.png?alt=media" alt="How to configure live chat email follow-up" width="800"><figcaption></figcaption></figure></div>

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<summary>Can the live chat be in multiple languages?</summary>

Yes, this is possible using Javascript. Everything you can customize in your live chat settings (in Missive) you can also customize via JavaScript when initiating your widget. See the [setup guide](https://missiveapp.com/docs/core-features/connected-accounts/other-channels/live-chat/setup) for configuration options.

The text strings to translate are under the **messages** property:

<figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-f2b75022ba743756542212bbc7693afd419d71a3%2Ffaq-missive-chat-translation-image0.png?alt=media" alt=""><figcaption></figcaption></figure>

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<summary>Can the live chat be translated into another language?</summary>

Yes, this is possible; you can translate the chat texts in the live chat account settings:

**Accounts > Live Chat account > Setup > Configure**

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<summary>How can I change the location of the live chat bubble on my website?</summary>

Here are the steps to change the live chat position on your website:

1. Go to **Settings** > **Accounts**, select the live chat account.
2. Select the **Setup** tab
3. Click the **Configure** option
4. Change the position option

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-5ade97cbe324b19e3963132b4395b7f844546882%2Ffaq-chat-position.png?alt=media" alt="" width="568"><figcaption></figcaption></figure></div>

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<summary>How can I fix if the live chat is not loading and throws an error?</summary>

You probably need to add `https://webchat.missiveapp.com` to your allowed domains in your policy header or CSP headers.

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<summary>Where can I find my Twilio account SID and Auth Token?</summary>

Both SID and Auth Token should be available in your [Twilio console page](https://www.twilio.com/console).

<figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-acb384255fd95dd8de1563c5355c1ca7a09a824e%2Ffaq-twilio-credentials.png?alt=media" alt="Image showing how to find your Twilio credentials" width="1020"><figcaption></figcaption></figure>

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<summary>What does "anyone is online" mean for the online schedule?</summary>

The **Online schedule** setting (in **Settings** > **Accounts** > your Live Chat account > **Setup**) controls when the chat widget appears as online on your website. It has three options:

* **When anyone is online on Missive** - the widget shows as online whenever at least one relevant person has an active Missive session (desktop app, browser, or mobile app).
* **When anyone is online on Missive within the following schedule** - both conditions must be true: someone must be online *and* the current time must fall within the defined schedule.
* **Within the following schedule** - only the schedule is checked, regardless of whether anyone is online.

"Anyone" refers to whoever the live chat account is shared with:

* Shared with a **team** - any active member of that team counts.
* Shared with the **whole organization** - any member of the organization counts.
* Shared with **specific users** - any of those specific users must be online.

{% hint style="info" %}
Users with [Out of Office](https://missiveapp.com/docs/core-features/status-and-out-of-office) status enabled do not count as being online, even if they have an active Missive session.
{% endhint %}

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<summary>Why does the live chat need a Twilio account?</summary>

There are two advantages to this approach:

1. Users pay per usage fee directly to Twilio (low price for average volume).
2. It lets us offer it on all plans with no surcharge.

{% hint style="info" %}
For both you and your users, Twilio won't be visible; it is just the backend.
{% endhint %}

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