Layout

• Left column – the conversation list for the current workspace. Filter, search and pick a chat here.

• Centre – the thread, with the visitor's messages on the left and yours on the right. AI replies are labelled and show which knowledge base articles they used.

• Right panel – the contact: name, email, attributes you passed with identify, the page they are on, browser and location, and their previous conversations.

Switch products with the workspace switcher at the top of the sidebar. Each workspace shows a badge with its open conversations, so you can see at a glance where attention is needed. The Inbox item in the sidebar shows the same count for the current workspace.

Filters

The dropdown at the top of the list narrows the view:

FilterShowsOpenEvery conversation that is open or waitingUnassignedChats a human owns but nobody has picked upMineChats assigned to youAI handlingChats the AI agent is answeringNeeds humanChats the AI handed off, or the visitor asked for a personClosedResolved conversationsAllEverything

Combine a filter with the tag dropdown and the search box. Search matches the visitor's name, email and message text.

The list refreshes itself every 15 seconds and instantly when realtime is connected. The refresh button at the top right forces an update.

Reading and replying

Click a conversation to open it. Press J and K to move to the next or previous conversation without touching the mouse. Unread conversations show a count badge.

Type in the composer and press Enter to send, Shift+Enter for a new line. You can attach images and files up to 10 MB. Visitors see your name and avatar from your profile.

Canned responses

Type / followed by a shortcut to insert a saved reply, for example /refund. Create and edit them under Settings → Canned responses. Shortcuts are shared by the whole workspace.

Suggest reply (Pro and Scale)

Click Suggest reply in the composer and the AI drafts an answer from your knowledge base and the conversation so far. Edit it before sending. Nothing is sent until you press send.

Taking over from the AI

While the AI is handling a chat, the composer reads "Reply (this takes over from the AI)". Sending a message switches the conversation to human mode and the AI stops replying. The visitor sees that a person joined.

To give the chat back, use Hand back to AI in the thread header. The AI resumes with the full conversation as context.

Assignment, tags and notes

• Assign – pick a teammate from the dropdown, or assign to yourself. Assigned chats appear under Mine for that person and they get an email if they have that notification on.

• Tags – add tags such as bug, billing or feature request. Tags are filterable in the list and show up in analytics.

• Notes – internal notes are visible only to your team, never to the visitor. Use them to leave context for whoever picks up next.

Closing and reopening

Close marks the conversation resolved. If satisfaction ratings are enabled, the visitor is asked to rate the chat. A visitor can always reply again, which reopens it, and you can click Reopen at any time.

Deleting a conversation

Open the ⋯ menu in the thread header and choose Delete conversation. This permanently removes the messages, notes and tags for your team and for the visitor, and cannot be undone. Deleting a thread does not reduce your usage: a chat counts for the month the visitor started it, whether or not it still exists.

Sounds and badges

A chime plays when a visitor writes in any workspace you belong to, unless you are already looking at that thread. Turn it off per workspace under Settings → Notifications → Sound in the inbox. Browsers only allow sound after you have clicked somewhere on the page, so the first chime after loading the dashboard may be silent until you interact.

The browser tab title shows the number of unread visitor messages, so a background tab still tells you when something arrives.

Presence

Teammates who have the dashboard open are shown as online. The widget tells visitors that the team is online when at least one member is present or the AI is enabled.