Live Chat
Live Chat is where your team handles real-time conversations with customers. It’s a dedicated chat application with a shared inbox, allowing multiple agents to manage conversations simultaneously.
Accessing Live Chat
Click Live Chat in the sidebar. This opens the live chat application in a separate view (or domain) where you can see and respond to all active conversations.
How Conversations Arrive
Conversations appear in your inbox when:
- A customer sends a message to your WhatsApp number
- A workflow transfers the conversation using the Transfer to Agent block
- A customer replies to a campaign or sequence message
Key Features
- Shared Inbox — All team members see incoming conversations
- Real-time Messaging — Send and receive messages instantly
- Template Sending — Send approved templates to re-engage customers
- Agent Assignment — Conversations can be assigned to specific agents
- Customer Context — View contact details alongside the conversation
What’s in This Section
- Conversation Inbox — Navigate the inbox interface
- Sending Messages — Text, media, and templates
- Routing — Automatic conversation assignment
- Shift Manager — Agent scheduling and availability
- Holidays — Holiday calendar configuration
Live Chat works alongside Workflows. A common pattern is to let a workflow handle the initial conversation and use the Transfer to Agent block to hand off to live chat when human help is needed.