> ## Documentation Index
> Fetch the complete documentation index at: https://docs.watx.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Behaviour

> What the widget does: the pre-chat screen, your business hours, and what happens to a visitor who arrives when you are away.

**Channels → Web → Behaviour** holds three settings that only make sense together — what a
visitor is asked before chatting, when you are open, and what happens when you are not.
They are one decision: an offline form with no business hours never shows, and business
hours with no offline form only change a sentence of wording.

## Before the chat starts

**Pre-chat form** decides what a visitor is asked before they can send their first message.

| Choice                           | What the visitor sees                                                                           |
| -------------------------------- | ----------------------------------------------------------------------------------------------- |
| **Built-in name & phone screen** | *Introduce Yourself* — **Full Name** and **Mobile Number** required, **Email Address** optional |
| One of your published forms      | That form, rendered inside the chat                                                             |

The built-in screen is why website chats arrive with a real contact attached rather than an
anonymous visitor. A phone number given here is matched against your existing contacts, so
somebody who already reached you on WhatsApp stays one contact.

<Note>
  Only **published** forms are offered. A draft would configure something that silently never
  appears. Build and publish one under [Forms](/forms/overview).
</Note>

## Business hours

Off means always available. On, the widget tells visitors *We're away right now* outside
your hours.

| Setting        | What it is                                                                                               |
| -------------- | -------------------------------------------------------------------------------------------------------- |
| **Timezone**   | An IANA zone, such as `Asia/Kolkata`. Hours are read in this zone, so daylight saving is handled for you |
| **Open hours** | One or more rows of day, start time and end time                                                         |

Add two rows for the same day to model a lunch break — `Mon 09:00–13:00` and
`Mon 14:00–18:00`. A day with no row is closed all day.

<Warning>
  Turning business hours on with **no open hours set** shows the widget as away permanently.
  The page warns when the list is empty.
</Warning>

## When you are away

**Form to show when you're away** decides what an out-of-hours visitor gets.

| Choice                             | What happens                                                             |
| ---------------------------------- | ------------------------------------------------------------------------ |
| **Let them send a message anyway** | The chat stays open. Their message waits in the Inbox for the morning    |
| One of your published forms        | The form replaces the composer, with a line above it saying you are away |

Either is fine. A form is the better choice when you need an email address to reply to,
because a website visitor who leaves cannot be messaged back — the channel has no way to
push to a closed tab. See [Website chat](/website/overview).

## What answers a website chat

When a visitor sends a message, Watx offers it to the engines in order and the first one
that handles it stops the rest, so nobody gets three replies.

<Steps>
  <Step title="Automations">
    Rules with a message trigger. Website chats also fire a dedicated **Web chat started**
    trigger on the visitor's very first message, so you can greet website visitors without
    also greeting every new WhatsApp contact. See
    [Triggers](/automations/triggers).
  </Step>

  <Step title="An AI agent">
    Answers anything the automations did not, when **AI replies** is on under
    [Widget settings](/website/settings) and an agent covers the website channel. See
    [Routing](/ai-agents/routing).
  </Step>
</Steps>

An agent never answers a button tap — the automation that sent the buttons owns those.

[Flows](/flows/overview) are WhatsApp-only and do not run here.