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Understand first response and after-hours behavior

Updated Sep 29, 20261 min read

Smartbar separates AI availability from conversation routing. This lets you prepare an Agent privately without changing the live visitor experience.

Visitor AI status

  • Off: no AI processing.
  • Test internally: teammates can test the Agent, but visitors cannot use it.
  • Live: the Agent is available to visitors after every required launch check passes.

Who answers first

  • Team-led coverage: visitors begin with your team. AI can be allowed as the after-hours behavior when Visitor AI is live.
  • AI-led coverage: the selected Agent begins the conversation and hands off when needed.

Configuring coverage is separate from making AI available to website visitors. Test the saved configuration before launch.

After-hours behavior

  • Show contact form: collect a message for team follow-up.
  • Allow AI if enabled: let the live Agent respond while the team is away.
  • Hide Smartbar: do not show the conversation entry point while the team is away.

After changing coverage, run a website test both during and outside your saved working hours.