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.
- 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.
- 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.
- 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.