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Live Chat lets operators reply to visitors from a shared inbox instead of using the standard assistant-only chat flow. Use this page when your selected domain is set up for live operator conversations.

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Before you use Live Chat

Before opening the inbox, confirm that:
  • The selected domain is correct.
  • Widget Setup is configured for Live Chat mode if that is the experience you want.
  • Operators who should reply to visitors know who is monitoring the inbox.

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Screen layout

Live Chat has two main areas:
  • Inbox on the left: list of live conversations
  • Conversation panel on the right: the selected conversation and reply box
At the top of the page, the inbox status can show whether the operator inbox is online or offline.

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Inbox

The inbox list shows recent live conversations. Each conversation entry can include:
  • Visitor email or visitor identity when available
  • Conversation status
  • Last message preview
  • Assigned operator when available
  • Last activity time
Choose a conversation from the inbox to open it in the conversation panel.

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Conversation panel

The conversation panel shows the selected live conversation. It can include:
  • Visitor identity
  • Related page context when available
  • Message timeline
  • Reply box
  • Close conversation action
Use this panel to read the full conversation before replying. This is especially important when the visitor has already exchanged multiple messages.

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Send a reply

  1. Select the conversation from the inbox.
  2. Review the most recent messages.
  3. Type your reply in the message box.
  4. Send the message.
Keep replies clear, professional, and consistent with your published policies and Reference Documents.

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Close a conversation

Use Close when the conversation is finished and no more operator follow-up is needed. Before closing, confirm that:
  • The visitor received the final answer or next step
  • Another operator does not still need the conversation open
  • Any follow-up action has been recorded elsewhere if needed
Closed conversations remain useful for later review in monitoring and history screens.

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Offline state

If the inbox is offline, operators may not be actively connected at that moment. Review the selected domain’s Widget Setup if your team wants visitors to see a specific offline message or a different chat mode.

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Good operator practice

Use these habits in Live Chat:
  1. Read the conversation before replying.
  2. Keep answers short and direct.
  3. Avoid sharing passwords, payment details, or customer-private data in unnecessary detail.
  4. Use approved policy wording where possible.
  5. Close the conversation only when the exchange is complete.