Chats and live inbox

Every conversation lands in the portal. Use Live inbox for chats happening now and Chats for history and follow-up.

When does a person get involved?

A conversation is handed to your team when the customer asks for a person, when the assistant can't answer, or when the customer marks an answer as not helpful. Outside your business hours, the customer can leave their contact details and message so you can follow up.

Live inbox

• Filter by Needs reply, Mine, Unassigned, Bot handling, or All.
• Press Enable notifications to get a desktop alert when a customer needs you.
• Each chat shows helpful context: the page they're on, device, country, language, contact details, and, for stores, their cart.

Taking over a chat

1. Take overPress Take over. The assistant pauses and the customer sees your name and avatar.
2. ReplyType your message, or press Draft with AI for a suggested reply you can edit. Type / to insert a saved reply.
3. Hand backWhen you're done, press Hand back to bot. If you go quiet, the assistant takes the chat back automatically after the time set in Tools.

Use priority and tags to organize chats, and watch the Waiting… badge to see who has been waiting longest.

Chats

• Filter by date and by reason: Human requested, Unanswered, or Not helpful.
• Open a conversation to reply, add an Internal note (customers never see it), Assign ticket to a colleague, or Mark resolved.
• Managers can Export CSV of conversations or a summary.

Fix an answer from a conversation

Managers can press Revise answer on any assistant reply, write the better answer, and save it. It becomes an example, so the assistant answers similar questions better next time.