Conversations
Conversations & the shared inbox
Every chat your visitors start lands in one shared inbox. From there your team can pick it up, reply, loop in the right people, and keep a tidy record of what happened, without anyone stepping on each other.
The inbox at a glance
The chat screen has three parts: the conversation list on the left (newest activity first, with unread markers), the conversation in the middle, and the visitor panel on the right with everything known about the person you're talking to.
Take or assign a conversation
- Take it yourself. Open an unassigned chat and click Take conversation, it's now yours and your replies go out under your name.
- Assign it to an agent. Admins can hand a chat to a specific teammate so the right person owns it.
- Take over. An admin can step into a chat that's already assigned when someone needs backup.
- Transfer to a department. Move a chat to another team and only that department's agents are notified.
Reply to the visitor
Type in the composer and send. You can also:
- Attach files, images, PDFs and more drop straight into the conversation.
- Insert a canned response with a shortcut to answer common questions in seconds.
- See when the visitor is typing, and they see when you are.
Internal notes are for your team only, the visitor never sees them. Use them to leave context for whoever picks the chat up next.
Organise & wrap up
- Tags label a conversation by topic so it's easy to find and report on later.
- Priority flags the chats that need attention first.
- Close a conversation when it's resolved; reopen it any time the visitor comes back.
Frequently asked questions
How do I assign a chat to an agent?
Open the conversation and assign it to a teammate, or click Take conversation to handle it yourself. Admins can also take over a chat that is already assigned.
What are internal notes in live chat?
Internal notes are messages only your team can see. The visitor never sees them. Use them to leave context for whoever picks the conversation up next.
How do I transfer a chat to another department?
Transfer the conversation to another team and only that department's agents are notified, so the right people take it from there.
Can I send files in a live chat?
Yes. You can attach images, PDFs and other files, and they drop straight into the conversation.
How do I close and reopen a conversation?
Close a conversation when it is resolved. If the visitor comes back, you can reopen it at any time and carry on where you left off.
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