Work live conversations

Open Live chat in the dashboard sidebar to work customer conversations across the applications you can access. The separate Inbox page collects messages from the widget’s Contact form. Use Live Chat for conversation threads; use Inbox for Contact submissions.

Find the conversation you need

Use the views Open, Waiting, Snoozed, Resolved, or All. Filter ownership by Anyone, Assigned to me, or Unassigned. If you work across applications, select the application filter before diagnosing a missing thread. Check All and clear restrictive filters when a conversation seems to disappear.

Select a conversation to read its messages and customer context. Review the earlier messages, flow choices, collected details, and any AI answer before asking the customer to repeat information.

Send a customer reply

1. Check that the selected conversation belongs to the customer you intend to answer.
2. Make sure the composer is in reply mode.
3. Write a clear answer, or ask for the specific missing detail.
4. Use Attach files if supporting material is needed and the control is available.
5. Choose Send and confirm the message appears successfully in the thread.

If sending fails, keep the draft and retry after checking the connection. Do not assume a message was delivered because it was typed into the composer. Review the thread before resending to avoid repeating an already accepted reply.

Keep internal discussion private

Switch the composer to an internal note before writing information intended for teammates. The action becomes Add note. Notes belong to the team’s internal conversation context and are not customer replies.

Before sending sensitive operational context, check the composer mode again. Never request passwords, verification codes, full card details, or private keys in either mode. Share only the context needed to resolve the issue.

Assign ownership and keep the status useful

Use the routing controls to assign a team or teammate. Assignment expresses who owns the next action; it does not mean that person has already replied.

Status	When to use it
Open	The conversation needs active attention from the team.
Waiting for customer	You have asked a question and need the customer’s response.
Resolved	The current issue is complete.

The list also has a Snoozed view for conversations in that state. Keep status and ownership accurate so another teammate can understand the next action without reading every thread. Available controls depend on your role and the thread’s current state.

Set your own availability to Available, Away, or Offline as appropriate. This describes your availability; it should not be presented to customers as a guarantee of an immediate reply.

Continue after RIO or a Conversation Flow

A flow can show an article, collect a description, or hand the conversation to the team. Read the recorded choices and details before replying. A Hand to the team step uses the application’s configured routing; adding technical and billing options does not automatically create separate departmental queues.

RIO can answer visitors directly or suggest replies for staff, depending on the application’s settings. Review a suggested reply and its sources before sending it. If you take over an AI conversation, use the available takeover controls and confirm the thread’s current ownership. See RIO in Live Chat.

Review customer details and privacy tools

The customer details panel provides the identity and context available for the conversation. A claimed name or email is not the same as a server-verified chat identity. Use the account context rather than asking the customer to post secrets.

Authorized staff can export a customer’s chat data as JSON or delete it through the privacy controls. Check the customer identity and scope shown in the dialog before confirming. These actions concern customer data and require their own permissions.

Troubleshooting

• A conversation is missing: check application, status and ownership filters; open All.
• Reply or assignment is disabled: your role may allow reading without replying or assigning.
• The conversation is unassigned: check the default team in Live Chat settings and whether it is active and linked.
• The customer does not see your message: confirm that you sent a reply rather than an internal note, then check send status and the visitor connection.
• The same question appears repeatedly: review the flow’s branches and collected details; make the next step explicit rather than collecting the same answer again.

For a new installation, start with Set up Live Chat. For guided intake, see Conversation Flows.