Answer chats in the inbox
The inbox lists every conversation, newest first. Open one to see the thread on the left and the client card on the right.
Reply
- Type and press Enter; Shift+Enter makes a new line.
- Paste or drop images, videos and files. Images and videos preview inline.
- Type / to insert a saved reply, or press ✨ for an AI draft.
- Made a typo? Edit your message — the visitor sees the change and an “edited” label. The original is kept for the team.
See what they are typing
While you have a chat open, you see the visitor's draft as they type it, before they press send. You can start your answer early. The visitor sees “typing…” when you do.
The client card
Name, email, location, device, the pages they viewed, where they came from (referrer and UTM), your notes and any data your site sends with the JavaScript API. Online visitors have a green dot.
Notes
Notes on the client card are only for your team. Use them for context the next agent will need.
Sounds
New messages play a short sound. Turn it off with the sound button in the navigation; visitors can mute the widget too.
Block a visitor
Spam or abuse? Ban the visitor from the client card. Their widget shows “Chat is unavailable.” You can lift the ban at any time.