> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deflect.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Chat

> Handle conversations as a human agent with real-time messaging

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.

<Frame>
  <img src="https://mintcdn.com/quensultingai/xnI-ZHCSg6FKh-rL/images/live-chat-panel.png?fit=max&auto=format&n=xnI-ZHCSg6FKh-rL&q=85&s=8515ff8eb39b8a2231273531e2b5e0aa" alt="Live Chat Panel showing a conversation with message bubbles and the sidebar" width="1440" height="900" data-path="images/live-chat-panel.png" />
</Frame>

## 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:

| Source            | Description                                             |
| ----------------- | ------------------------------------------------------- |
| **User**          | Messages from the end user via the chat widget or email |
| **AI**            | Responses generated by the AI agent                     |
| **Agent**         | Messages from a human team member                       |
| **System**        | Automated notifications (handoff, status changes)       |
| **Internal Note** | Private notes visible only to your team                 |

### 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.

<Tip>
  Use internal notes to share context with teammates about a customer's situation, flag issues for follow-up, or leave handoff notes.
</Tip>

## @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](/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](/post-chat-analysis) results:

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

### Shortcuts Tab

Browse and insert [Canned Responses](/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.

## Return to AI

When you have finished helping a customer and want the **AI to resume**, use **Return to AI** in the live chat header (available for chat conversations, not ticket-only threads).

<Steps>
  <Step title="Confirm the customer is ready">
    Make sure their question is resolved or they are happy for the bot to continue.
  </Step>

  <Step title="Click Return to AI">
    Confirm in the dialog. The conversation returns to AI handling.
  </Step>

  <Step title="Customer's next message">
    The AI responds again using the agent's knowledge and instructions. Prior messages remain in the thread for context.
  </Step>
</Steps>

<Tip>
  Use **Return to AI** for simple follow-ups ("What's your refund policy?") after you have closed the human portion — instead of keeping the chat assigned to an agent indefinitely.
</Tip>

## Ending a Conversation

* **Close**: Click the close button to permanently end the conversation. Once closed, it cannot be reopened.
* After closing, [Post-Chat Analysis](/post-chat-analysis) runs automatically to generate a summary and extract insights.

<Note>
  When a human agent is active in a conversation, the AI is **paused** to avoid conflicting responses. If the user sends a new message, only the human agent's response will be delivered — unless you have returned the chat to AI.
</Note>

## Sending file attachments

Attach images or documents to your reply using the **paperclip** icon. See [Agent file attachments](/agent-file-attachments) for supported types, size limits, and how delivery differs by channel.