Chat: goals that finish, a bot that knows when nobody's in, and replies that reach people who left

A full review of website chat, and a fix for everything it found.

Goals

• When a visitor gives the last detail a goal asks for, the goal now finishes there and then: the completion message is sent and completion actions run. Before, the usual way a goal ended went unnoticed.
• A visitor answering the bot's question (typing their email, say) gets a thank you and the next question, instead of the bot searching your knowledge for their answer and offering to fetch a colleague.
• The answer to the last attempt at a question is kept, and a number, yes/no or choice is only taken from the reply to the question that asked for it.

People

• Asking for a person works on every widget, and when nobody can come the visitor is told so straight away.
• A handover is announced once, not on every unsure turn.
• Office hours use your workspace timezone, and overnight hours work after midnight.
• The widget header shows whoever is actually answering, the bot or a person.
• "Online" and round-robin assignment only count teammates who can reply.
• Replies a visitor hasn't read within 5 minutes are emailed to them, and their answer comes back into the chat.

Bots

• A bot's First message is now shown when that bot is answering.
• Whether the bot can hand over is decided by the widget's answering setting, as the editor says.
• AI steps in conversation flows use AI credits like every other answer.

Safety and tidiness

• Public chat endpoints are rate-limited, the lead form is checked on the server, and chat files count towards your storage.
• A chat file can only be opened by the visitor it belongs to.
• Deleting a widget with conversations archives it instead; deleting it for good needs its name typed.
• Knowledge search no longer drops older articles in big workspaces, and rescanning a large website doesn't remove pages it simply didn't reach.