Where the conversation starts
Live Chat
A messenger you embed on your site and an agent workspace built around it. Conversations arrive in a filterable inbox, open beside the customer record, and become tickets when they outlive the session.
Every channel, one record
Capabilities
What Live Chat does
Inbox, thread and context in one screen
The conversation list, the message thread and the customer panel sit side by side, so an agent never loses the thread to find a detail.
Filter by status, priority and category
Search across conversations and narrow the queue by the same fields the rest of the platform uses — no separate taxonomy to learn.
Public replies and private notes
Notes stay internal to your team. Public replies are delivered to the customer over the channel the conversation came in on.
A messenger you can style
Colour, copy and placement of the support messenger are configured in settings, with a live preview of every change in context.
Nothing is lost when a chat ends
Workflows can turn a conversation into a ticket, with the transcript attached, when the customer leaves before you can answer.
Transfers that carry the history
Hand a conversation to another agent or team; the record, the transcript and the SLA clock move with it.
Works with
It already knows about the rest of the platform
No connectors, no field mapping, no nightly sync. These share the same records.
In practice