Live chat

Live chat lets a customer move from talking to Mimir to talking to one of your team. It only works when someone is genuinely available — so availability is the setting that matters most here.

Setting yourself available

The live chat card sits at the bottom of the left sidebar. It shows a green dot when you're Available for chat and a grey one when you're not, and it has a switch to change that.

You need to do this at the start of each working day.

Mimir signs agents out of live chat automatically after a stretch of inactivity. That's deliberate: it stops customers being handed to someone who has gone home, gone to lunch, or is on the phone. The cost is that your availability doesn't carry over from yesterday.

The switch is disabled outside your opening hours, with the tooltip Live chat is closed outside opening hours.

Opening hours

Set these under Settings → Live Chat, per region:

Live Chat Enabled

Opening Hours — start and end times, a timezone, and the days they apply to. Add as many blocks as you need.

Blocked Emails — customers using these addresses can't escalate to live chat.

Outside opening hours, Mimir tells the customer live chat is closed and states when it's open, rather than putting them in a queue nobody is watching.

👉 Set opening hours even if you're usually around. They're the safety net for the days you forget the switch.

The queue

The live chat card has two sections:

Chat queue — customers waiting, oldest first. Empty state: "Nobody waiting — you're all caught up".

Your chats — chats assigned to you, unread first.

Customers see their position in the queue, updated as it moves.

Taking a chat

Open the conversation and click Take. It's first-come-first-served — a colleague who clicks a moment later gets Chat has already been taken.

Once you've taken it, you get the chat composer, you can see when the customer is typing, and they can see when you are. Only the assigned agent can reply.

Setting the conversation to Resolved or Closed ends the chat, and the customer's widget shows that it's over.

When nobody is available

If no one is marked available, or it's outside opening hours, Mimir doesn't leave the customer waiting. It offers to create a ticket instead.

This is why availability accuracy matters more than availability itself. A team marked available but not watching is worse than a team marked unavailable: the first leaves customers waiting, the second gets them a ticket immediately.

Making sure you notice

Being available is only half of it — you also need to see the chat arrive. Browser notification permissions are the usual culprit when chats are missed.

Common problems

Chats are missed while we're marked available. Notifications. Check browser permissions on every machine you use.

We forget to make ourselves available. Set opening hours so the widget stops offering a human outside them, and make the switch part of your morning routine.

Customers wait too long. Watch the queue card, and consider narrowing opening hours to the times you can genuinely cover. Fewer hours with real coverage beats more hours with none.