Can I turn the chatbot off but keep live chat?

The question

We want the widget on our site for humans to message us, but we're not ready for AI replies yet. Is there a way to switch the assistant off while keeping the chat and ticketing working? And if we turn it on later, does it change anything for tickets that already exist?

The accepted answer

Hi — yes. The assistant is a separate switch from the widget. Turn AI off 1. Go to Dashboard → Branding (or press Cmd/Ctrl+K and type "AI assistant"). 2. Flip off "AI assistant (chatbot + drafts)". Only an admin can change this. That switch turns all AI on your desk off instantly: widget instant answers, email/ticket drafts, and Ask-AI. It does not remove the widget snippet from your site. What stays The widget is a five-tab hub. Messages is live chat that becomes tickets on your desk for your team to answer. Help, Updates, and Feedback are separate tabs (Ask-AI on Help only appears when you enable it). Tickets from chat and email still land in the shared inbox either way. Turning it on later The docs describe that switch as the control for the assistant only. They do not say it rewrites, deletes, or changes tickets that already exist. I will not guess beyond that: existing tickets stay in the inbox for your team; flipping AI back on starts the assistant answering new questions from your published KB, with drafts still going through approval before send. — Support

The receipt

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