Live chat

Answer customer questions in a workspace that keeps the conversation and its context together.

2 min read·Platform overview

Where to find it

Chats → Chats

Before you begin

1
Open the conversation list
Go to Chats and select the customer conversation that needs attention. Check its status and customer details.
2
Read before replying
Review the recent messages and attachments so you understand the request. Use the relevant order or customer context when available.
3
Write a useful response
Type a reply or insert a saved message, then personalize it. Check the recipient and any attachment before sending.
4
Keep the conversation organized
Use the assignment and status controls available for the conversation. Leave it in the correct state when handing it over or completing the response.

Select a screenshot to zoom in. These are actual platform components using fictional example data.

01Review the conversation, customer context and reply tools in one place.

The customer has a clear answer and another agent can understand the conversation’s current state.

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