Use AI Chat and Human chat in the Client Portal

Last updated: May 2026

Short summary

Client Portal chat can answer recipient questions with "AI Chat" and, when available, pass the conversation to a human agent.

When to use this feature

Use this feature to:

• Let recipients ask questions about a Document.
• Provide instant AI answers from the current Document.
• Let recipients switch to a human agent when they need personal support.

Step-by-step instructions

Set the chat mode for a Document

1. In the Business Portal, open Workspaces → Select any document → Document Settings → Configuration.
2. In "Access & communication", find "Chat mode".
3. Select one option:

•    "Human only"
•    "AI only"
•    "Hybrid (Human + AI)"

4. Select any mode to save. The selected mode controls chat in the Client Portal.

Use chat in the Client Portal

1. Open the Document in the Client Portal.
2. Open chat from "Contact Us", the right sidebar, or "Activity feed".
3. If "AI Chat" is available, enter your question in "Ask me anything..." and select send button. The AI shows a typing indicator, then replies in the same chat.

!Screenshot: Ask in AI Chat

4. To switch to a human agent in Hybrid mode, select "Human". Future messages go to a human agent.
5. After you send a message in Human mode, this message appears in the chat:

"Your message is with a human agent now.

They’ll reply as soon as possible."

6. To switch back to AI in Hybrid mode, select "AI Chat". AI replies resume immediately.

▶ Watch video: Switch between AI and Human chat

Notes & limitations

• Anonymous visitors can’t chat.
• Chat mode is set per Document.
• "Hybrid (Human + AI)" allows switching between AI and human support.
• "AI only" shows AI chat without the regular human switch.
• "Human only" uses asynchronous human replies only.
• AI assistance is limited to 50 AI replies per user, per Document, per day.
• No AI usage counter is shown before the limit is reached.
• Human replies appear in the same chat timeline and are labeled "Human Agent".
• AI replies are labeled "AI Assistant".
• The conversation stays in one shared timeline and is visible again after reload.
• AI answers are grounded only in the current Document.

Troubleshooting

Q: I don’t see "AI Chat".

A: The Document may be set to "Human only".

Q: I don’t see "Human".

A: The Document may be set to "AI only".

Q: I see "Today’s instant AI assistance limit has been reached. You can continue with a human agent."

A: The daily AI assistance limit was reached. Use the "Talk to a human" CTA to continue with a human agent.

Q: I see "I couldn’t generate a response right now. You can continue with a human agent."

A: AI did not respond successfully. Continue with a human agent.

Q: My message from "Contact Us" opened the full chat view.

A: In "AI only" or "Hybrid (Human + AI)" mode, messages sent from "Contact Us" or the right sidebar open the full chat view in the Activity Feed Dialog.