BROWSE BY TOPIC
Live chat & inbox
Conversations, replies, handoffs, and customer context.
Read a conversation and send a replyUse the inbox to continue a customer conversation with its history and customer details in view.Find open, closed, and unassigned conversationsChoose a view that matches the work you are looking for instead of assuming an empty queue means no history exists.Use notes, attachments, and draft assistanceKeep internal context separate from customer replies, and review every assisted draft before sending it.Create and use saved repliesBuild reusable responses with shortcuts, merge tags, and the right visibility for your team.Organize conversations into team inbox foldersGive teams a clear place to find relevant conversations without losing the conversation’s customer context.Understand transfers and agent availabilityCheck who can accept a conversation before handing it off or relying on round-robin assignment.Search conversations across your workspacesFind bot and human sessions by session ID, visitor, message, owner, or ticket.Review customer details and earlier conversationsUse the right-hand customer panel to understand context before choosing the next response.