Handle live chat conversations directly from your inbox. See active chats, go online/offline, and take over AI conversations.
How to get there: Go to Inbox in the top menu → use the Online/Offline toggle to control your availability.
Going Online/Offline
Control your availability for live chat:
- Look for the Online/Offline toggle in your inbox
- Click to switch your status
- When Online: You can receive and claim new chats
- When Offline: New chats go to other online agents or AI
Active Conversations
Live chats appear at the top of your inbox with special indicators:
- Waiting - Customer waiting, no agent assigned
- Active - Conversation in progress
- Unread count - Number of new messages
Claiming a Chat
When a customer requests live help:
- The chat appears in your inbox as "Waiting"
- Click Claim to take the conversation
- You're now the assigned agent
- Start responding to the customer
Taking Over AI Conversations
If a customer is chatting with your AI chatbot and needs human help:
- Find the AI conversation in your inbox
- Click Take Over
- You now control the conversation
- The customer sees they're talking to a human
Live Chat Indicators
Recognize live chats by:
- Live badge - Shows it's an active conversation
- Typing indicator - Customer is typing
- Unread count - New messages since you last viewed
- Time since last message - How long customer has waited
Handling Multiple Chats
You can handle several live chats at once:
- Each chat appears in your inbox list
- Click between chats to switch
- Unread indicators help you track new messages
- Prioritize based on wait time
Ending a Chat
When the conversation is complete:
- Send a closing message
- Change status to Closed
- The chat moves out of active conversations
Best Practices
- Stay online when available - Don't leave customers waiting
- Claim quickly - Reduce customer wait time
- Use saved replies - Speed up common responses
- Take over when needed - Help if AI can't answer