How do you initiate a chat with a customer?

I used to be able to initiate a chat with my customers. Now, they can chat with me and I can reply, but I cannot initiate a chat. How do I initiate a chat?

Hello @connie,

By default, you can initiate chat in the Customers Section in LiveChat – https://my.livechatinc.com/customers
There should be the “Actions” row, where you can find the “Start Chat” button.

But if it’s disabled for some reason, you can turn it on by following these instructions:

Let me know if this helps!

I’m not sure what you mean by action row. Also, you said turn it on by follow these instructions but I don’t see any instructions. Please let me know what I’m missing. Thanks so much.

I’m sorry, ‘column’ is what I meant to say :slight_smile:

By default, the Customers section looks like that, and the ‘Actions’ column should be visible in the center of the screen.

But if it’s disabled, you can always turn it on – press the menu button as shown below and check if the ‘Actions’ field is marked.

Let me know if this solves the problem :slight_smile:

I found and turned on the actions button but still can’t figure out how to start a chat.

It looks like the column Activity is also disabled; without it, you cannot see if the visitor that you see here is still on the website or he already left – “Start Chat” button appear only next to present visitors. You can turn it on in the same pop-up window.