Ghost mode
Ghost mode
Ghost mode lets you temporarily hide the web-chat widget on your website — for example when your team steps away and you don't want new chats coming in. It works per web-chat channel.
Ghost mode only affects whether the chat widget shows on your website. It does not change your online status, typing indicators, or conversation locks.
Turn it on
- Click the ghost icon in the sidebar (just above the light/dark toggle).
- In the Ghost Mode dialog you'll see each web-chat inbox with a switch.
- Turn a switch on to hide that widget. The status line shows:
- Visible on website — the widget is showing.
- Hidden from website — the widget is hidden.
- Turn the switch off to bring the widget back.
When any web-chat inbox is ghosted, the sidebar ghost icon lights up to remind you that Ghost mode is active.
Auto-off after 8 hours
Ghost mode is meant to be temporary, so it switches itself back off after 8 hours — the widget reappears on its own. The status line shows the time it will turn back on (e.g. auto-off at 17:30), so you won't accidentally stay invisible forever.
Related states
The status line may also explain why a widget is hidden for another reason:
- turned off by the master switch — the global widget switch is off (see below).
- all agents are offline — the widget is set to hide when nobody's online.
Ghost mode vs the widget kill-switch
- Ghost mode (this feature) — a quick, temporary, per-channel hide that auto-expires after 8 hours. Available to supervisors and agents by default.
- Widget kill-switch (Settings → Widget) — a permanent global on/off for the widget across all sites, plus an option to auto-hide when all agents are offline. This is a settings-level control.
Use Ghost mode for "we're heads-down for a couple of hours"; use the kill-switch for a lasting change.