---
title: AI Concierge live option shows as unavailable
description: "The live-person option in the AI Concierge shows as unavailable (a gray dot) even though your team is online. **Why this happens.** Live availability…"
url: "https://homerunner.io/docs/why-does-the-ai-concierge-show-the-live-person-option-as-unavailable-gray-dot-ev/"
updated: "2026-10-26"
category: Setup and plugins
---

# AI Concierge live option shows as unavailable

The live-person option in the AI Concierge shows as unavailable (a gray dot) even though your team is online.

**Why this happens.** Live availability requires three conditions at the same time. If any one of them is off, the live option is hidden.

1. The **Live Takeover** master toggle is on. It ships off by default. You can find it in the AI Concierge settings under the **Live Concierge / Live Operator** section.
2. Your business-hours schedule covers the current time. Check the configured days, the open and close times, and the timezone setting. A wrong timezone is a common cause of the live option working in the morning but not in the afternoon.
3. An operator has marked themselves present recently. To do this, run **/concierge on** in your connected Slack workspace. Presence expires on a timer (60 minutes by default), so it needs refreshing during long shifts. A forgotten "on" lapses on purpose, so your guests are not offered a person who has gone home.

**Finding the cause.** The quickest way to see which condition is the problem is to run **/concierge status** in Slack. It reports whether live chat is available right now and, if not, why.

Still stuck? [Contact the HomeRunner team](https://homerunner.io/contact/) with your site address and what you tried, and we take it from there.