Live Chat

The Live Chat Panel is where human agents manage conversations — whether accepted via handoff, assigned from history, or escalated from tickets. It provides real-time messaging, internal collaboration tools, and conversation management.

​

Opening a Conversation

You can open the Live Chat Panel from:

• Chat History — Click on any conversation.
• Tickets — Click on a ticket to view its associated conversation.
• Handoff Notification — When a handoff is triggered, online agents are notified.

​

Messaging

​

Sending Messages

Type your message in the input field at the bottom and press Enter or click Send. Your messages appear as “Agent” messages distinct from AI responses.

​

Message Types

Messages in the conversation are labeled by source:

​

Internal Notes

Send messages that are only visible to your team — the end user won’t see them.

1. Toggle the Internal Note switch (or use the note icon) before sending.
2. Type your note and send.
3. Internal notes appear with a distinct visual style in the conversation.

​

@Mentioning Teammates

Tag a teammate to get their attention in a conversation:

1. Type @ in the message input.
2. A dropdown of team members will appear.
3. Select the person you want to notify.
4. They’ll receive a notification about the conversation.

​

Canned Response Shortcuts

Quickly insert pre-written responses during a chat:

1. Type / in the message input.
2. A dropdown of Canned Responses appears.
3. Select a shortcut to insert the response text.
4. Edit the text if needed, then send.

​

Conversation Sidebar

Click the sidebar tabs to access additional information and tools:

​

Details Tab

Manage conversation metadata:

• Status — Active (AI), Waiting for Human, Active (Human), Awaiting Offline Info, or Closed.
• Priority — Set to Low, Medium, High, or Urgent.
• Assigned Agent — Reassign the conversation to another team member.
• Collaborators — Add teammates to follow the conversation.
• User Email — View or set the user’s email.

​

Analysis Tab

View Post-Chat Analysis results:

• AI-generated conversation summary
• Sentiment assessment
• Extracted data fields

​

Shortcuts Tab

Browse and insert Canned Responses by clicking on them.

​

Creating a Ticket from Chat

Sometimes a chat needs to be tracked as a formal ticket:

1. Click the Create Ticket button in the Live Chat Panel.
2. Fill in the ticket details (subject, description, priority).
3. The ticket will be linked to the current conversation.

​

Ending a Conversation

• Close: Click the close button to permanently end the conversation. Once closed, it cannot be reopened.
• After closing, Post-Chat Analysis runs automatically to generate a summary and extract insights.