Live Chat lets you or your team members chat with visitors in real time directly from the Relio dashboard. When a visitor asks to speak to a human, the AI continues the conversation while you receive a notification. You can then join the chat, respond, and close the session when done.
Live Chat is built on top of Human Agent Handoff. Handoff creates the lead and collects visitor info; Live Chat adds real-time messaging on top of that.
| Requirement | Detail |
|---|---|
| Plan | Advanced, Boost, or 2Performant Partner |
| Human Agent Handoff | Must be enabled first (Live Chat is a sub-feature of Handoff) |
| Working hours | Must be configured so the system knows when your team is available |
Live Chat is not available on the Free or Starter plans. Users on those plans still get lead capture through Handoff, but cannot join real-time conversations.
Working hours determine when live chat requests are accepted. Outside these hours, visitors who ask for a human are informed that the team is offline, and the AI continues helping them.
You configure working hours per day:
All times are based on the timezone you select in the Live Chat settings (e.g., Europe/Bucharest, America/New_York).
Tip: If your team is not available on a given day, simply uncheck it. The AI will inform visitors that the team is offline and continue assisting them.
Here is what happens from the visitor's perspective:
Important: Visitors are never left without a response. The AI fills the gap before and after live chat.
The Messenger page is your live chat control center. Access it from the left sidebar in the Relio admin dashboard.
The Messenger uses a 3-column layout:
| Column | Content |
|---|---|
| Left | Session list with status filters (All, Pending, Active, Ended) |
| Center | Chat thread showing AI conversation history and live messages |
| Right | Visitor details: name, email, phone, session status, products discussed |
On mobile, the layout switches to a single-column view with navigation between the list and the chat.
Use the tabs at the top of the session list to filter:
When you select a session, the center column first shows the full AI conversation that happened before the visitor requested a human. This gives you context about what the visitor was asking about and which products were discussed.
A dashed line separates the AI history from the live chat messages.
Depending on the session status, you can:
Each live chat session goes through these states:
| Status | Description |
|---|---|
| Pending | Visitor requested a human; waiting for an agent. Shown with a red pulsing dot. |
| Active | An agent has joined and is chatting. Shown with a green dot. |
| Ended | The agent ended the conversation. Shown with a gray dot. |
| Declined | The agent declined the request. The AI informs the visitor and continues. |
| Expired | The session timed out without an agent joining. |
When a session is declined or expires, the visitor receives a translated message: "Our team is currently unable to join. Our AI assistant will continue helping you."
When a visitor requests live chat, you receive:
Email notifications respect your Notification Settings (Account > Notification Settings). If lead notifications are disabled, you will not receive live chat emails either.
System messages shown to visitors during live chat (like "Agent joined" or "Team unavailable") are automatically translated to match your site's language.
Supported languages include: English, Romanian, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Hungarian, Bulgarian, Russian, Ukrainian, Swedish, Danish, Norwegian, Finnish, Greek, Turkish, Japanese, Korean, Chinese, and Arabic.
The translation is based on your site's primary language setting. The admin dashboard always shows system messages in English for consistency.
Team members with any role (Support or Administrator) can access the Messenger and handle live chat sessions. When a team member joins a session, their display name and avatar are shown to the visitor.
This means you can delegate live chat to your support team without giving them access to billing, products, or other admin settings.